Returns, refunds and cancelling an order
Page updated:
Your right to cancel within seven days
The Electronic Transactions Act, 2011 lets you cancel a purchase made online within seven days of receiving the goods. You do not have to give a reason. Tell us by email within those seven days, with the date and the phone number of the order.
You send the product back and pay only the direct cost of returning it. If you have already paid, the full price is refunded within thirty days of the date you cancelled. Because you paid on delivery, we agree the refund method with you by email or on the phone. No term in our conditions can take these rights away.
Cancelling before the parcel is sent
Until the parcel leaves, a change or a cancellation costs you nothing. Tell the operator on the confirmation call or write to us with the date and the phone number of the order.
At the door you can still refuse the parcel. You pay nothing, and the parcel goes back without any further step from you.
If the product is faulty or wrong
Under the Sale of Goods and Supply of Services Act, a product sold to you must be of satisfactory quality and match its description.
Check at the door
A damaged parcel or the wrong product is best refused on the spot, before you pay.
Write to us straight away
Found a problem after opening? Email us the date and the phone number of the order and a photo of the product and the packaging.
Replacement or refund
We arrange a replacement or a refund of the full price, paid by a method we agree with you.
If we cannot agree
Write to us first: most problems are settled by one email. You can report a substandard product to the Uganda National Bureau of Standards (UNBS), and your right to go to court stays in place. More on the legal notice page.