Refund & Returns Policy

The seller identified in the listing or order confirmation supplies the goods unless SokoLive is expressly identified as the seller. Sellers must accurately describe their goods, fulfil orders and meet applicable consumer obligations. SokoLive provides the platform and assists with order and payment disputes. Seller return terms may give you additional benefits but cannot reduce this policy or your mandatory rights. A seller being paid, or a settlement hold ending, does not extinguish a valid claim.

Contact help@sokolive.live or use the Help Support service on the website. Include your order number, account email, item, date of purchase and the remedy requested. For damage, a wrong item or a description dispute, provide reasonably available photographs and a short explanation. Evidence such as an unboxing video may help, but is not an absolute condition of a valid claim. Never send card security codes, passwords, authentication codes or wallet recovery phrases.

Tell us about a problem as soon as reasonably possible so that evidence can be preserved. Reporting promptly helps resolution; it does not replace or shorten statutory deadlines. We aim to acknowledge requests within two business days and provide a decision or meaningful progress update within ten business days. These service targets do not extend a legal deadline for a remedy.

For a fixed-price order that has not been dispatched, request cancellation promptly. We will ask the seller to stop fulfilment and confirm the outcome. Where cancellation is accepted, amounts paid for the cancelled goods and related unincurred delivery charges will be refunded. A request is not confirmation that dispatch has stopped. If goods have already shipped, the applicable returns process applies. Custom-made goods, auction commitments and services already begun may have different cancellation rules, subject always to mandatory law.

You may request a remedy if goods do not arrive, are defective, are counterfeit, differ materially from the listing, or are the wrong item. Depending on the circumstances and applicable law, the remedy may be repair, replacement, an appropriate price reduction, rejection or refund. We will not require you to accept store credit in place of a legally required monetary refund. Seller or carrier investigations must not unreasonably delay a remedy.

For an accepted seller-fault return, the seller or responsible supplier will bear reasonable necessary return costs. Follow the return instructions provided; do not send goods to an address shown only on an old parcel or to a payment provider. If returning a product would be unsafe or unlawful, ask for safe disposal or alternative instructions. Ordinary inspection does not by itself remove your rights. Damage caused by misuse after delivery may affect the remedy for that damage.

Outside mandatory cancellation rights, a change-of-mind return is available only where the listing or seller offer expressly provides it. That offer must state its period, eligible condition and return-cost arrangements before purchase. Labels such as "final sale" or "as is" do not override rights relating to misdescription, defects or other protections that cannot be excluded.

For qualifying UK or EEA consumer distance purchases from a trader, you generally have 14 days after receipt of goods to notify withdrawal, followed by 14 days to send them back. For qualifying services, the initial period generally runs from contract conclusion. Local rules determine exceptions and any longer period, including consequences of missing cancellation information. You may send any clear withdrawal statement; no special form or explanation is required.

On a qualifying goods withdrawal, the refundable amount includes the standard outbound delivery charge where required. Any extra cost of a delivery upgrade need not be refunded. You bear direct return costs only where law permits and you were informed before contracting. A lawful deduction may reflect diminished value caused by handling beyond what was necessary to examine the goods. Refunds are due within the applicable statutory period; for qualifying UK/EEA withdrawals this is generally 14 days from notice, with withholding for goods permitted only until receipt or evidence of return, whichever occurs first.

Statutory exceptions may cover clearly personalised or rapidly perishable goods and certain unsealed hygiene goods, software or recordings. Digital content and fully performed services have specific consent and acknowledgement requirements before withdrawal rights can be lost. An exception to change-of-mind withdrawal does not remove remedies for defective or misdescribed goods or services.

A valid winning bid is a commitment to purchase under the disclosed auction terms. A changed mind, mistaken valuation or later lower market price does not automatically cancel that commitment. Contact support immediately if you believe a bid was unauthorised, the auction malfunctioned or the listing was materially misleading. We will review available records rather than treating every allegation as automatic cancellation.

Auction goods remain subject to applicable defect, authenticity and consumer protections. A sale being online, streamed or labelled an auction does not automatically qualify for a statutory public-auction exemption. Where a consumer withdrawal right applies, we honour it. If a sale is cancelled for seller fault, non-delivery or invalid auction results, the refund includes the associated buyer premium and compulsory platform charges attributable to the cancelled sale, as required by law.

Sellers must respect the shipment promise shown when you buy. Where applicable US law governs an internet merchandise order, sellers must have a reasonable basis for the promised dispatch time or, absent a stated time, shipment within 30 days. If they cannot ship on time, they must provide the required delay/cancellation option or a prompt refund. No-stock, cancelled or unfulfilled goods must not be replaced with a different item without your agreement. Delivery estimates do not waive applicable cancellation rights.

Cancelling a recurring subscription stops future renewals once the request takes effect; it does not automatically refund a correctly charged period already used. Unless an offer or law provides otherwise, business subscription fees are not prorated merely because the subscriber uses fewer features or cancels mid-period. Any consumer withdrawal rights remain available.

Unauthorised or duplicate subscription charges, charges taken after an effective cancellation, and materially undelivered paid services are reviewed for refund or another appropriate remedy. A seller promotion does not guarantee sales or audience size. For a separately agreed marketing project, any lawful deduction for completed work must reflect the disclosed agreement and work actually performed, rather than a blanket forfeiture. Refunds of sales may also require corresponding commission adjustments under the seller agreement.

Refunds normally return to the original payment method and in the original transaction currency. If that method is unavailable, we will arrange a lawful alternative after proportionate identity verification. An uncompleted authorisation may be released rather than refunded. Provider posting time is separate from our obligation to issue a refund. We will provide available refund confirmation and help trace a missing credit.

For discretionary refunds without a shorter legal deadline, we aim to submit the refund within five business days after approval and, where properly required, receipt of the return. Statutory deadlines take priority. Currency conversions by your bank and independently charged bank fees may cause the credited local amount to differ; this does not permit deductions from amounts we are legally required to repay. We do not impose a restocking or administration fee on a mandatory refund.

For an eligible cryptocurrency or stablecoin refund, the amount is based on the purchase obligation and lawful refund calculation, not a promise to reimburse speculative market gains. We will confirm the asset, network, destination verification and any lawfully chargeable fee before transfer. Network fees cannot reduce a mandatory refund where law prohibits that deduction. Never send an additional payment to "unlock" a refund.

If you disagree with a decision, reply with your order number and additional evidence and request escalation to legal@sokolive.live. You may also exercise payment-provider dispute, chargeback, court or regulator rights without first exhausting this process where the law permits. Tell us about an existing chargeback so that we can avoid duplicate reimbursement; you cannot recover twice for the same loss.

We may refuse fraudulent requests supported by the evidence, but a suspected abuse investigation will not remove mandatory rights. Changes to this policy apply prospectively and do not retrospectively reduce protections attached to an existing order. For conflicts, mandatory law takes priority, followed by any more favourable enforceable purchase-specific promise.

Contact: help@sokolive.live | Legal escalation: legal@sokolive.live | Website: https://sokolive.live/contact