This Refunds and Returns Policy (“Policy”) explains the process for returning Products purchased through Sanko, the premium online shopping mall for African designers (the “Platform”). This Policy forms part of Sanko’s Buyer Terms of Service.

1. General Principles

1.1 Sanko is committed to ensuring that Buyers receive authentic, high-quality Products from verified African designers and brands.
1.2 All returns and refunds are handled transparently through Sanko to protect both Buyers and Sellers.
1.3 Buyers must submit any return or refund request within seven (7) days of delivery of the Product. Requests submitted after this period may be declined.

2. When Returns Are Permitted

2.1 A Buyer may return a Product where:
(a) the Product is faulty, damaged, or defective;
(b) the Product does not match its description, specifications, or imagery on the Platform;
(c) the Product arrives significantly later than the stated delivery window due to Seller fault; or
(d) the Seller otherwise fails to meet their obligations under the Seller Agreement.

2.2 Returns are not permitted for reasons of personal preference, change of mind, ordering the wrong size, or Buyer error, unless required by applicable law.

3. Delivery Costs for Returns

3.1 Where the return is due to Seller fault (as outlined in Clause 2.1), the Seller is responsible for all return delivery costs.
3.2 Where the return is not due to Seller fault, the Buyer shall bear the cost of return delivery.
3.3 Outbound delivery (from Seller to Buyer) is covered by Sanko and is non-refundable unless the return falls under Seller fault.

4. Refunds

4.1 Refunds will be processed through Sanko and issued to the Buyer’s original payment method.
4.2 Refunds will only be approved once the returned Product is received and inspected by the Seller, unless Sanko reasonably determines that a return is unnecessary.
4.3 Upon approval, refunds will be processed within fourteen (14) days.
4.4 Sanko may withhold refunds where the Product is returned outside the permitted period, is not in its original condition, or shows signs of wear, use, or alteration.

5. Non-Returnable Products

5.1 For health, hygiene, and safety reasons, certain Products cannot be returned unless they are faulty, defective, or misdescribed. These include:

• Underwear and lingerie
  
  

• Swimwear
  
  

• Jewellery for piercings
  
  

• Personal care items (including cosmetics, fragrances, and skincare)
  
  

5.2 Sanko reserves the right to update this list in line with industry standards or regulatory requirements.

6. Dispute Resolution

6.1 If the Buyer and Seller disagree on a return or refund, Sanko will review the matter and make a final, binding decision.
6.2 Sanko may request evidence such as photographs, videos, or other documentation to support the claim.
6.3 Sanko may take corrective action against any Seller who is repeatedly subject to valid complaints or fails to meet expected quality standards.

7. Fraud and Misuse

7.1 Buyers attempting to misuse or abuse the returns process may have their account suspended or terminated.
7.2 Sellers who misrepresent Products, repeatedly fail quality checks, or breach their obligations may be suspended or removed from the Platform.

8. Governing Law

This Policy is governed by and construed in accordance with the laws of England and Wales.

Effective Date: 14 January 2026