At Isokoni, we are committed to customer satisfaction. This Refund Policy outlines the conditions under which
returns, exchanges, and refunds are accepted for purchases made on our platform.
1. Eligibility for Refunds
- The product was damaged or defective upon delivery.
- You received the wrong item.
- The product does not match the description provided on the website.
- The item is returned within the specified return window (see Section 3).
Refunds will only be issued to the original payment method used at the time of purchase.
2. Non-Refundable Items
- Perishable or consumable goods.
- Downloadable digital products.
- Items marked as "Final Sale" or "Non-Returnable".
- Products damaged due to misuse, neglect, or alteration by the customer.
3. Return Window
All return requests must be initiated within 7 days of receiving the order. Items must be
returned in their original condition, including packaging, tags, and accessories.
4. How to Request a Refund
- Contact our support team at support@isokoni.com or call us.
- Provide your order number, photos of the item (if damaged or incorrect), and a short explanation.
- Our team will review the request and notify you of approval or rejection within 2–4 business days.
5. Return Shipping
If the return is due to an error on our part (e.g., wrong or defective item), we will cover the return shipping
costs.
If the return is for other reasons, the customer will be responsible for shipping charges.
6. Refund Processing
Once your return is received and inspected:
- Approved refunds will be processed within 7 business days.
- You will receive a confirmation email once the refund has been issued.
- Refund time may vary depending on your payment provider.
7. Exchanges
If you prefer a replacement product instead of a refund, please indicate this in your request. Exchanges are
subject to item availability.
8. Late or Missing Refunds
If you haven’t received a refund within the expected time:
- Check with your bank or payment provider.
- Then contact us at support@isokoni.com for further assistance.
9. Contact Us
Isokoni Customer Service
Fahari Gardens, Ruiru, Kenya
Phone: +254 758 821800 / +254 790 519791
Email: support@isokoni.com