100% Sokonia Customer Protection
Safe, Secure & Guaranteed Physical Shopping Across East Africa
1. The Customer Protection Guarantee
When purchasing physical goods promoted through Sokonia Portal, your transaction is backed by 100% Sokonia Customer Protection. You are protected from counterfeit items, damaged shipments, or non-delivery from the moment you checkout until the package is in your hands.
2. How Protected Payments Work
You Order Securely
Pay safely via M-Pesa, Airtel Money, Tigo Pesa, or Bank Card on Sokonia.
Funds Held in Escrow
Your funds are protected by Sokonia and NOT released immediately to the merchant.
Verify & Release
Inspect your items upon physical delivery. Merchant is paid only when you confirm satisfaction.
3. What is Covered?
- Item Not Received: If your parcel does not arrive within the committed delivery timeframe, you receive an immediate replacement or full refund.
- Damaged or Defective Goods: If an item arrives broken, malfunctioning, or damaged in transit, return it at zero cost for a replacement or full refund.
- Significantly Not as Described: If the received physical item differs substantially from the listed specifications, brand, or color, you are fully refunded.
- Counterfeit Protection: Sokonia prohibits fake merchandise. Proven counterfeit items result in an immediate 100% refund and merchant suspension.
4. Resolving Disputes
If any issue arises with an order, Sokonia's dedicated regional dispute team is available 7 days a week. You can open a dispute directly in your Sokonia account dashboard or reach out via sokonia.com/help.