Returns & Refunds

At Doorstep Soko Hub, we take pride in delivering fresh, quality products to your doorstep. We understand that food is perishable and time-sensitive. Our return policy is designed to be fair, transparent, and compliant with G Merchant guidelines.

We strive for 100% customer satisfaction. If there's an issue with your order, we'll work with you to resolve it promptly.

We currently operate and deliver exclusively within Kenya. All shipping costs, delivery options, and return policies apply to orders placed and delivered within Kenya.

• Kenya – covering Nairobi, Kiambu, Ruaka, and surrounding areas

We will offer a replacement, refund, or credit in the following cases:

• Wrong Items: If you receive products you did not order
• Damaged Goods: If products are damaged, spoiled, or expired upon delivery
• Missing Items: If items are missing from your order
• Quality Issues: If the quality does not meet our promised standards

Because we deal with perishable food items, please note the following:

• Report within 2 hours of delivery
• Provide clear photographs of the issue (where applicable)
• Keep the product packaging if possible
• We will not process requests received after 24 hours (1 day) from delivery, as products may naturally perish

If you experience any issue with your order, follow these steps:

• Step 1: Contact us immediately via WhatsApp at 0746 540 418
• Step 2: Provide your order details and describe the issue
• Step 3: Share clear photos of the issue (wrong item, spoilage, damage, etc.)
• Step 4: We will review and confirm the issue
• Step 5: We'll offer a replacement, refund, or store credit

• Replacement: We will send a replacement for any wrong, damaged, or missing items at no extra cost
• Refund: If a replacement is not possible, we will issue a full refund for the affected items
• Store Credit: If you prefer, we can provide store credit for future orders
• No Return of Products: For health and safety reasons, we do not require you to return food items. We will arrange for proper disposal of defective products

If we request a physical return (or if you prefer to bring an item back), here is how it works:

• In-Store Returns: You can bring your return directly to our shop at Limuru Road, Ruaka Shopping Mall, Shop 11 during business hours.
• Returns by Mail: You can mail returns to the same address: Limuru Road, Ruaka Shopping Mall, Shop 11.
• Return Label: A pre-paid return label is included inside your package – just attach it to the box and drop it off at the nearest courier point.
• Refund Processing Time: Refunds are processed within 1 business day via M-PESA Pochi La Biashara (or your original payment method).
• Restocking Fee: We charge no restocking fees – you get 100% of your money back for approved returns.

• Before Packing: You may cancel your order for a full refund if we haven't started packing
• After Packing: Cancellations made after packing but before dispatch will be subject to a small restocking fee to cover labor and handling
• After Dispatch: Once your order is out for delivery, cancellations are not possible. Please receive the order and we'll assist with any quality issues

Doorstep Soko Hub is committed to complying with G Merchant standards for fair and transparent business practices. This return policy aligns with requirements for merchants selling perishable goods.

• Clear and transparent return terms
• Reasonable timeframe for reporting issues (2 hours)
• Fair resolution process (replacement, refund, or credit)
• Customer-friendly communication

If you have any questions or concerns about your order, please contact us immediately: