7-day return window. You have 7 days from the date your order is delivered to request a return. After this period, we cannot accept return requests.
What Can Be Returned
We accept returns for items that are:
- Damaged on arrival — visibly broken, cracked, or dented when you received it.
- Defective — the item does not work as described or has a manufacturing fault.
- Wrong item received — you received a different product from what you ordered.
- Significantly not as described — the item differs materially from the product photos and description on the site.
Items must be in their original packaging and unused (unless the defect only appears on use). We may ask for photos before arranging a return.
What Cannot Be Returned
- Items returned more than 7 days after delivery.
- Items that have been used, washed, or altered.
- Perishable goods (food, fresh produce).
- Digital products or software once downloaded or activated.
- Personal hygiene items (opened cosmetics, underwear, earrings).
- Items damaged after delivery due to customer misuse or mishandling.
- Change of mind — we only accept returns for defects and errors on our side.
How to Request a Return
1
Contact us
WhatsApp or email within 7 days of delivery
2
Send photos
Photos of the item and packaging showing the issue
3
Get approval
We'll review and confirm your return within 1–2 business days
4
Ship the item
We'll arrange collection or provide a drop-off location
5
Receive refund
Refund sent to your mobile money within 3–5 business days
Refunds
Approved refunds are sent to the same mobile money number used to pay for the order. We do not issue cash refunds or refund to a different number.
Refund timeline after we receive and inspect the returned item:
- MTN Mobile Money — 1–3 business days
- Airtel Money — 1–3 business days
If you haven't received your refund after 5 business days, contact us with your order number.
Delivery Charges on Returns
If we sent you the wrong item or a defective item, we cover the return delivery cost.
For all other accepted returns, the customer is responsible for the return shipping cost to our Kampala hub.
Before contacting us: Check your order confirmation to make sure you ordered the correct item and size. Also check that any packaging hasn't been tampered with in transit — photograph the sealed packaging before opening.