We work hard to keep our customers happy. When things do go wrong, we believe in resolving the issue quickly, transparently, and fairly. This policy sets out the steps we follow.
1. Step one: Talk to us
Most disputes are resolved within minutes once we hear about them. Please reach out:
- WhatsApp: +256 750 581 281 (fastest, usually replied within 30 minutes during business hours).
- Email: hello@inadigadgets.com (replied within 1 business day).
- Phone: +256 750 581 281.
Include your order number, a clear description of the issue, and any supporting photos or videos. The more context you give, the faster we can fix it.
2. Step two: Formal complaint
If the first response does not resolve the matter, ask for the complaint to be escalated. Our Customer Experience Lead will:
- Acknowledge the complaint within 2 business days.
- Investigate (including reviewing order logs, delivery records, and any product evidence).
- Respond with a proposed resolution within 7 business days.
3. Step three: Independent mediation
If you are still not satisfied with our resolution, you may request mediation through the Uganda Consumer Protection Association or another recognised consumer protection body. We commit to participating in good faith.
4. Step four: Legal proceedings
As a last resort, disputes may be taken to the competent courts of Uganda. We strongly prefer to resolve issues before this stage and will work proactively to avoid it.
5. What we ask of you
- Raise the issue with us first, before posting publicly or charging back.
- Give us reasonable time and information to investigate.
- Communicate respectfully. We respond best to respect.
6. What you can expect from us
- A real human reading your message (not a bot).
- Honest answers, even when the news is not what you wanted.
- A reasonable, prompt resolution, in line with these published policies.
7. Outcomes we offer
Depending on the issue, possible resolutions include: replacement, repair, partial refund, full refund, store credit, or expedited re-delivery. The right outcome depends on the facts.