Warranty & returns
Covered for a year. Returnable for a month.
Every SOKOO product comes with a 12-month warranty and 30-day returns and exchanges. If something isn’t right, email us and we’ll put it right.
Warranty
Covers faults in materials and workmanship for 12 months from the date of purchase.
Returns & exchanges
Return or exchange a product within 30 days of delivery, even if nothing is wrong with it.
On quality issues
If a product is faulty, we pay the shipping both ways. For any other return, the shipping is yours.
01Returns, exchanges & shipping
Who pays for shipping.
| Reason | Within 30 days of delivery | Day 31 to 12 months |
|---|---|---|
| Quality issueThe product is faulty or stops working under normal use. | Refund or exchangeWe pay shipping both ways | Free replacementWe pay shipping both ways |
| Not a quality issueYou changed your mind, ordered the wrong model or no longer need it. | Refund or exchangeYou pay shippingFor the return, and for sending an exchange. | Not eligibleThe 30-day return window has closed. |
Returning a product that isn’t faulty
- Email us within 30 days of delivery to start the return or exchange.
- The product must be unused and in its original packaging, with the power cord, plug adapters, travel pouch and manual.
- We refund your original payment method once the return arrives and passes inspection. Return shipping is not refunded.
0212-month warranty
What the warranty covers.
Covered
- The converter or adapter won’t power on
- An AC outlet or USB port stops working
- The cooling fan, power cord or a plug adapter fails
- Any other fault in materials or workmanship under normal use
Not covered
- Damage from running appliances above the rated load, such as a hair dryer on a 230W converter
- Accidental damage such as drops, crushing or liquid
- Products opened, modified or repaired by anyone other than SOKOO
- Normal wear and cosmetic marks that don’t affect how it works
- Loss or theft
03Make a claim
Four steps, starting with one email.
- 01
Email us
Send your order number or Amazon order ID, the product name, what’s wrong, and a photo or short video of the problem.
- 02
We confirm
We check whether the issue is covered and reply with the return address and next steps.
- 03
Send it back
Pack the product with its accessories. For a quality issue we cover the shipping; for any other return the shipping is yours.
- 04
Replacement or refund
Once the product arrives and has been checked, we ship the replacement or refund your original payment method.
Bought on Amazon?
Orders from the SOKOO store on Amazon can also be returned through Amazon: go to Your Orders and choose “Return or replace items” within Amazon’s return window. The 12-month warranty covers Amazon orders too. Email us with your Amazon order ID.
Wholesale and custom orders
For wholesale and custom orders, warranty and defect handling are agreed with each order. Email [email protected].
04FAQ
Common questions.
01Do I need proof of purchase?
Yes. Include your order number, invoice or Amazon order ID so we can confirm where and when you bought the product.
02When does the warranty start?
The 12-month warranty runs from the date of purchase. The 30-day window for returns and exchanges runs from the date of delivery.
03What counts as a quality issue?
A fault in materials or workmanship that shows up under normal use: for example, the converter won’t power on, an outlet or USB port stops working, or the fan fails. If a returned product turns out to have no fault, or was damaged by misuse such as running a hair dryer on it, we handle it as a return that isn’t a quality issue and the shipping is yours.
04My converter shut off. Is it broken?
Probably not. The thermostatic switch cuts power if the converter gets too hot or the load is too high. Unplug it, let it cool for a few minutes, check that the device is under 230W, and try again. If it still won’t start, contact us.
05Is a replacement covered by the warranty?
Yes. A replacement is covered for the rest of the original 12-month warranty period.
06Can I exchange a product for a different model?
Yes, within 30 days of delivery. Unless the original product is faulty, this counts as an exchange that isn’t a quality issue, so you pay the shipping for the return and for sending the new product.