Refund Policy

At Market254 Soko, we aim to maintain trust between buyers and sellers by promoting reliable products and quality services. As an online marketplace, Market254 facilitates connections between buyers and sellers — we do not directly sell products.

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1. Role of Market254 Soko

Market254 Soko acts as a platform provider. Individual sellers are responsible for fulfilling orders, providing products or services, and managing refunds or exchanges.
However, we support buyers by helping mediate disputes or refund requests when necessary.

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2. Seller Refund & Return Policies

Each seller on Market254 may have their own refund or return policy depending on the type of product or service offered.
Before purchasing, buyers are encouraged to:

• Review the seller’s terms and conditions
• Contact the seller for clarity on returns or replacements
• Keep receipts, order confirmations, and communication records

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3. Refund Eligibility

Refunds may apply in the following situations:

• You received a damaged, defective, or wrong item
• The seller failed to deliver the product or service as agreed
• The product does not match the description listed on the platform

To be eligible:

• You must report the issue within 48 hours of delivery
• Provide proof of purchase (receipt, payment confirmation, or order ID)
• Include photos or other evidence of the issue where applicable

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4. How to Request a Refund

To start a refund or complaint:

1. Contact the seller directly to resolve the issue.
2. If unresolved, email our support team at hello@market254.co.ke with details of your order.
3. Our team will review your case and communicate with the seller to find a fair solution.

Refunds (if approved) will be processed through the original payment method or as store credit, depending on the case.

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5. Non-Refundable Items

Some items and services are not eligible for refund, including:

• Digital or downloadable goods
• Custom-made or personalized items
• Services already rendered
• Items damaged after delivery or not returned in their original condition

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6. Delivery & Return Costs

If a return is approved:

• The buyer may bear return shipping costs unless the seller is at fault (wrong or defective item).
• The seller is responsible for arranging or approving the return process.

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7. Dispute Resolution

Market254 Soko may step in to mediate disputes between buyers and sellers where necessary.
Our goal is to ensure fairness and maintain trust across our community of users.