Refunds, returns, and making things right.

Signed-in customers can request a return or refund from their account for a paid order. Please submit the request within 14 days of delivery and include clear details about the issue.

If damage is visible at delivery, tell the delivery team immediately and keep the packaging while we review it.

1. 01

   Open your account

   Go to Order history and choose the relevant order.

2. 02

   Tell us what happened

   Choose refund or return and describe the issue clearly.

3. 03

   Wait for review

   Our team will contact you with the next step.

Checked out as a guest or need help with an older order? Use the contact details in your order confirmation and include your order number.

Our team reviews each request individually. Approved returns may require collection or drop-off in Kampala. Items should be unused, complete, and in their original condition unless the request concerns delivery damage or a manufacturing issue.

Approved payment refunds are submitted to Pesapal against the original payment method. Pesapal and the receiving bank or mobile-money provider control the final processing time.

We will update your order when the request is accepted and again when our team confirms completion. Any delivery-stage payment arrangements are handled directly by our team; if an eligible return is approved, we will confirm the amount and method with you directly.

• Change-of-mind requests for customised, used, or damaged items may not qualify.
• Delivery fees are generally non-refundable unless the issue was caused by us.
• This policy does not limit rights available under applicable Ugandan law.