Returns, Refunds and Cancellations on Isokorigari: A Simple Buyer Guide

If you need to cancel an order, return a product or get a refund on Isokorigari.com, this guide shows you the steps and points you to the exact policies that apply.

Our three policies

Isokorigari is a multivendor online marketplace in Rwanda, so many different sellers sell on the platform. To keep things fair for buyers and sellers, three policies set the rules. Please read them, because they contain the exact conditions and time limits:

• Cancellation Policy: when and how you can cancel an order.
• Return & Refund Policy: when a product can be returned and how refunds work.
• Payment Policy: how payments and refunds are handled for each payment method.

Each seller also shows return information on their offer, and may have shop policies. Check them before you buy.

Cancelling an order

Changed your mind, ordered the wrong size, or found a mistake in your address? Act quickly. It is easier to cancel an order before the seller ships it.

1. Sign in at Register / Sign in.
2. Open your orders in your account.
3. Select the order (or the item) you want to cancel.
4. Choose the cancel option if it is shown, pick a reason and submit your request.
5. Wait for the request to be reviewed. You will see the update in your account.

If the cancel option is not shown, the order may already be shipped. Contact the seller or our support team with your order number. All rules are in the Cancellation Policy.

Returning a product

Returns are possible in the cases and time limits described in the Return & Refund Policy, for example when an item arrives damaged, is not what you ordered, or has a fault.

1. Check your order on arrival. Look at the package, the product, the option (colour, size, pack size) and the quantity.
2. Take photos of any damage or problem, including the package and labels.
3. Open your order in your account and choose the return option for the item, if it is shown.
4. Explain the reason clearly and attach photos if you can.
5. Keep the product and all packaging, accessories, manuals and gifts that came with it.
6. Follow the instructions from the seller or Isokorigari for sending back or pickup.
7. Track the request in your account until it is closed.

Getting a refund

When a cancellation or return is approved, the refund follows the Return & Refund Policy and the Payment Policy. How the money comes back can depend on how you paid: MTN MoMo, Airtel Money, card, or cash on delivery (COD).

• Keep your order number and payment confirmation message.
• Make sure the phone number or card details in your request are correct.
• If you used reward points or a coupon, the policy explains how they are treated.
• If a refund seems late, contact us with your order number.

Payment failed but money left your account?

That is not a refund request, but we can help. Contact us with your order number, the number or card used, the amount and the time. See our guide on paying on Isokorigari and the Payment Policy.

Warranty is different from a return

Many products, especially electronics and appliances, come with a warranty. Sellers with a Warranty badge offer warranty cover. If a product develops a fault later, check the warranty information on the product offer and contact the seller.

Tips to avoid problems

• Read the product page: specifications, options and the seller's return information.
• Choose the right option: size, colour, storage, volume, weight, pack size or tile size.
• Check the minimum order quantity so you do not order more than you need.
• Buy from trusted sellers: look for Verified, Top Seller and Official badges and read reviews.
• Give a clear address and phone number to avoid failed deliveries.
• Check items at delivery, especially fragile goods like tiles, glass and electronics. For COD, check before you pay.
• Keep everything: packaging, receipts and messages, until you are happy with the product.

Example: a wrong size

Eric orders a pair of shoes in size 42, but size 44 arrives. He takes photos of the shoes, the box label and his order page, opens the order in his account, chooses the return option and explains "wrong size delivered". He keeps the shoes unused in the original box and follows the seller's instructions. Because he acted quickly and kept everything, his request is easy to check. The refund then follows the Return & Refund Policy and the way he paid.

Common questions

Who decides if my return is accepted? Requests are checked against the Return & Refund Policy and the seller's return information on the offer.

Can I return a product because I changed my mind? It depends on the policy and the seller's return information. Read them before you buy.

What if the seller does not answer? Contact Isokorigari support with your order number and we will help.

For businesses and bulk buyers

For large B2B orders, agree on quantities, options and delivery details with the seller first, using Request for Quote (RFQ). Clear agreements reduce returns. Read the Buyer Guide & Wholesale.

Need help?

Our team is here: WhatsApp or call +250 788 217 950, email nsanzivenant@gmail.com, or read the FAQs.

Mu Kinyarwanda

Niba ushaka guhagarika itumiza, gusubiza igicuruzwa cyangwa gusubizwa amafaranga kuri Isokorigari.com, iyi nyandiko ikwereka intambwe n'amategeko akurikizwa.

Amategeko atatu

• Cancellation Policy: igihe n'uburyo bwo guhagarika itumiza.
• Return & Refund Policy: igihe igicuruzwa gishobora gusubizwa n'uko amafaranga asubizwa.
• Payment Policy: uko kwishyura no gusubizwa amafaranga bikorwa.

Buri mucuruzi agaragaza n'amakuru ye yo gusubiza igicuruzwa. Bisome mbere yo kugura.

Guhagarika itumiza

1. Injira muri konti yawe ufungure ibyo watumije.
2. Hitamo itumiza (cyangwa igicuruzwa) ushaka guhagarika.
3. Kanda kuri cancel niba ihari, uhitemo impamvu wohereze ubusabe.
4. Tegereza igisubizo muri konti yawe.

Kora vuba: biroroshye guhagarika mbere y'uko umucuruzi yohereza. Niba nta buryo bwo guhagarika bugaragara, vugana n'umucuruzi cyangwa natwe.

Gusubiza igicuruzwa

1. Genzura ibyo wakiriye: ipaki, igicuruzwa, ibara, ingano n'umubare.
2. Fata amafoto y'ikibazo.
3. Fungura itumiza muri konti, uhitemo return niba ihari, usobanure impamvu.
4. Bika igicuruzwa n'ibyo cyazanye byose (ipaki, ibikoresho, amabwiriza).
5. Kurikiza amabwiriza y'umucuruzi cyangwa ya Isokorigari, ukurikirane ubusabe kugeza burangiye.

Gusubizwa amafaranga

Iyo guhagarika cyangwa gusubiza byemewe, amafaranga asubizwa hakurikijwe amategeko yavuzwe haruguru, bitewe n'uko wishyuye (MoMo, Airtel Money, ikarita cyangwa COD). Bika inomero y'itumiza n'ubutumwa bwemeza kwishyura.

Kwishyura byanze ariko amafaranga yavuyeho?

Ibyo si ugusaba gusubizwa amafaranga, ariko turagufasha. Twandikire uduhe inomero y'itumiza, nimero cyangwa ikarita wakoresheje, amafaranga n'isaha. Reba Payment Policy.

Urugero: ingano itari yo

Eric yatumije inkweto za 42, ahabwa iza 44. Afata amafoto y'inkweto, ikirango cy'agasanduku n'urupapuro rw'itumiza, afungura itumiza muri konti ye, ahitamo return, asobanura ko yahawe ingano itari yo. Abika inkweto atazambaye mu gasanduku kazo, akurikiza amabwiriza y'umucuruzi. Kubera ko yihutiye kandi akabika byose, ubusabe bwe bworoshye kugenzura.

Ibibazo bikunze kubazwa

Ni nde wemeza ko igicuruzwa gisubizwa? Ubusabe busuzumwa hakurikijwe Return & Refund Policy n'amakuru y'umucuruzi yo gusubiza igicuruzwa.

Umucuruzi atansubije nkora iki? Vugana n'ubufasha bwa Isokorigari, uduhe inomero y'itumiza, tuzagufasha.

Garanti

Ibicuruzwa byinshi, cyane cyane iby'ikoranabuhanga, bifite garanti. Niba igicuruzwa cyangiritse nyuma, reba amakuru ya garanti uvugane n'umucuruzi.

Inama

• Soma neza urupapuro rw'igicuruzwa n'amakuru yo kugisubiza.
• Hitamo neza ingano, ibara cyangwa ubwoko.
• Gura ku bacuruzi bafite ibirango nka Verified, Top Seller cyangwa Official.
• Genzura ibicuruzwa ubyakira; kuri COD, ishyura umaze kugenzura.

Ku bucuruzi n'abagura byinshi

Ku matumiza manini (B2B), banza wumvikane n'umucuruzi ku mubare, amahitamo n'uburyo bwo kubigeza aho ukorera, ukoresheje Request for Quote (RFQ). Kumvikana neza mbere bigabanya gusubiza ibicuruzwa. Soma Buyer Guide & Wholesale.

Ubufasha: WhatsApp cyangwa uhamagare +250 788 217 950, cyangwa wandike kuri nsanzivenant@gmail.com.

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