Refund & returns policy

We want every piece to arrive as expected. If an order has a genuine issue, contact us as soon as possible so we can review it with you.

When to request help

Signed-in customers can request a return or refund from their account for a paid order. Please submit a request within 14 days of delivery and include clear details about the issue. For damage visible at delivery, tell the delivery team immediately and keep the packaging.

Review and collection

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

Refunds

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 the order when the refund request is accepted and again when our team confirms completion.

Not covered

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.

If you checked out as a guest or need help with an older order, use the contact details in your order confirmation and include the order number.