Return and Refund Policy

We want you to love what you buy. If something is not right, we will help you fix it, fast. This policy explains when you can return a product, who pays for what, and how refunds are issued.

1. Your 7-day right to change your mind

Unopened, unused products in their original packaging can be returned within 7 days of delivery for a full refund. The product, accessories, manuals, freebies, and seal must all be intact.

2. Faulty or damaged products

If a product arrives damaged, faulty, or not as described, contact us within 48 hours of delivery on WhatsApp. We will arrange a free collection and either replace the item or issue a full refund, whichever you prefer.

3. Manufacturer warranty

Beyond the 7-day window, you are covered by the brand warranty stated on the product page (typically 6-24 months). To claim a warranty repair or replacement, send us the product (or bring it to Kisaasi), along with proof of purchase.

4. What cannot be returned

• Earbuds, headphones, and personal grooming gadgets once unsealed (hygiene reasons).
• Software, gift cards, and digital codes.
• Items damaged through misuse, drops, water exposure outside the stated rating, or unauthorised repairs.
• Items returned after the 7-day window without a valid warranty claim.

5. How to request a return

1. WhatsApp us at +256 750 581 281 with your order number and reason.
2. We confirm whether the return qualifies and arrange pickup (free for Kampala faults; customer-paid for change-of-mind returns outside Kampala).
3. We inspect the product within 2 business days of receiving it.
4. We process the refund within 5 business days of inspection.

6. How refunds are issued

Refunds go back to the original payment method:

• Online card / Mobile Money: 3-7 business days.
• Bank transfer: 2-3 business days.
• Cash on Delivery: refund issued as mobile money credit or store credit (your choice).

7. Delivery fees

Delivery fees are non-refundable unless the return is due to our error (wrong item, faulty product, or damaged on arrival).

8. Exchanges

We can exchange a product for a different size, colour or model within the 7-day window, subject to stock availability. The price difference (if any) is settled at the time of exchange.