Return & Refund Policy

This policy explains how buyers on Isokorigari can return items and get refunds, for both retail (B2C) and wholesale/business (B2B) orders. It forms part of our Terms & Conditions.

1. Return period

• Each product page shows the return period set by the seller (for many items it is 3 days from delivery). Requests made after this period may be refused.
• Some items cannot be returned once delivered or opened for hygiene, safety or freshness reasons, for example fresh food, perishables, opened cosmetics and personal-care products, underwear, digital products and downloadable files, and custom-made or personalised items, unless they arrived damaged, defective or wrong.

2. Valid reasons for a return

• Wrong item, wrong size/quantity or missing items.
• Item damaged during delivery or defective.
• Item significantly different from the description or photos.
• Expired or near-expiry product delivered without notice.

3. How to request a return

1. Log in and open My Account > Orders.
2. Select the order and click Return / Refund request.
3. Choose the reason, the quantity and add clear photos where possible.
4. The seller reviews the request; Isokorigari can step in if the buyer and seller do not agree.

Keep the item, its original packaging, labels, invoice and accessories until the return is completed.

4. Wholesale and B2B orders

• For bulk, wholesale and Request-for-Quote (RFQ) orders, the return terms agreed in the seller's quotation apply. Please confirm them before you accept a quote.
• Report shortages or damage on delivery, preferably on the delivery note, and through the order page within 24 hours.
• Partial returns of bulk orders are handled per unit or per carton as agreed with the seller.

5. Refunds

• Once the return is approved and the item is received and checked, the refund is issued to the original payment method or as wallet credit on Isokorigari.
• Mobile money and card refunds are usually processed within 3 to 10 working days depending on the payment provider. Cash on Delivery orders are refunded by mobile money, bank transfer or wallet credit.
• Delivery fees are refunded when the return is due to a seller error (wrong, damaged or defective item).

6. Exchanges

Where the seller has stock, you may ask for a replacement instead of a refund.

Contact us: Isokorigari, KG 720 St, Gisozi, Gasabo, Kigali City, Rwanda · Phone/WhatsApp: +250 783 207 732 · Email: nsanzivenant@gmail.com · Online: Contact form