Returns/ Refund Policy
A. Terms & Conditions
A return request will be accepted in the following conditions.
- Faulty/incorrect/physically damaged product/s reported to the marketplace within 24 hours of product delivery
- Incorrect Size - the item differs majorly from the images and description in its listing
- Incorrect colour than what was ordered
Note: Do bear in mind that a lot of the items listed on this website are handmade. Some variations and imperfections may be present and will not constitute as a “faulty product”.
Note: Jokoka will return the product to the seller in case of non acceptance of the product by the buyer at the time of delivery.
A return will not be accepted in the following conditions.
- Custom made or personalized items.
- Items that have been worn/washed/soiled and without tags
- Innerwear, lingerie, beachwear, earrings, unsealed cosmetics cannot be returned on hygiene grounds
- Products which were sold as combos/sets are not eligible for return/replacement as individual items
- Seal-opened items if any, will not be accepted for return in case of not being happy with the product as they cannot be resold
- Return requests made outside the specified time frame (within 24 hours of delivery).
B. Conditions of Return
The item must be returned with all labels attached and wrapped in the original packaging. Once returns are accepted, store credits will reflect in the buyer's account (equal to the value of the product purchased) which can be used towards a future purchase at Jokoka.com, Store credit is valid for only 6 months from the date of issue.
Note: Unless it is the fault of the seller and verified by the Jokoka team, the original shipping/handling will be refunded along with the product value, in terms of store credit.
C. Return of Item in case of change of mind
You can return the item by contacting us at [email protected] with the reason for the return, within 24 hours of receiving your order. The request will need to be investigated by both the seller and Jokoka team as per the returns and exchange policy. You will be notified by the Jokoka team and informed about reverse pick-up for the product purchased.
** In line with the recent Government directive surrounding Covid-19, all refund and exchange services are temporarily suspended, unless the product is defective.
Note: The shipping cost for the reverse pick-up will need to be paid by the buyer. Once we have actioned your request, you will receive an email informing you about the store credits being credited into your account.
D. Physically Damaged Item
Our sellers make every effort to ensure that your item is packaged appropriately so that it reaches you safe and sound. In the rare case that you do receive a broken item, please report your concern by emailing us at [email protected], within 24 hours of receiving your order, along with the images of the damaged product. We will arrange a reverse pick-up for the product, check for the physical damage and once approved by the seller, credit the amount to your account.
Refunds will be done only through the Original Mode of Payment.
To prevent misuse of this policy, we are afraid we can’t consider any complaints about broken items received more than 2 days after delivery.
Note: If it is the fault of the seller, the shipping cost for the initial shipment and reverse pick-up will be borne by the seller.
E. COD Refund
If you have paid through Cash on Delivery (COD), the value of the product returned would automatically reflect in the form of Store Credit in your account. By logging into your account, you can access your credit balance. With this credit, you can easily make new purchases on Jokoka.
F. Update of Returns/Refund Policy
Our business changes constantly, and our Returns/ Refund Policy may therefore also need to change. We will post the current version of this Returns/ Refund Policy on the Platform and each such change will be effective upon posting on the Platform or upon the date designated by us as the "effective date".
We may email periodic reminders of our notices and conditions, but you should check our Platform frequently to see recent changes.
In no condition will Jokoka be liable to refund any of the payments to the seller in case of any non acceptance of the order or in case of a Return.
It is your obligation to regularly check the Returns/ Refund Policy or any other policies on the portal. Your continued use of the Portal following any such change constitutes your agreement to this Returns/ Refund Policy or any other policies posted on the site as so modified.