Refund and Returns Policy
At OnlyUG, customer satisfaction is important to us. We aim to provide a smooth, transparent, and fair shopping experience for every order placed on our website. This Refund and Returns Policy explains the conditions under which items may be returned, replaced, or refunded.
1. Eligibility for Returns
We accept return requests within 14 days from the date you receive your order.
To qualify for a return, the item must meet all of the following conditions:
- It must be unused and in the same condition in which it was delivered.
- It must be returned in its original packaging, with all accessories, manuals, tags, seals, and included items.
- It must be accompanied by valid proof of purchase, such as an order number, receipt, invoice, or confirmation email.
- It must not fall under the list of non-returnable items stated below.
2. Non-Returnable and Non-Refundable Items
For hygiene, safety, licensing, product integrity, and operational reasons, some items are not eligible for return or refund unless they were delivered damaged, defective, or incorrect. These may include, but are not limited to:
- Items that have been used, installed, activated, altered, or physically damaged after delivery.
- Products missing original packaging, accessories, serial labels, or manufacturer seals.
- Software, digital products, subscription licenses, downloadable products, activation keys, or other electronically delivered goods.
- Personal care, hygiene, or intimate-use items.
- Consumables such as inks, toners, cartridges, batteries, or similar items, unless proven defective on delivery.
- Special-order, custom-made, personalized, or customer-requested procurement items.
- Clearance, final-sale, or non-returnable promotional items where stated on the product page.
3. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, incomplete, or different from what you ordered, please contact us within 48 hours of delivery. We may ask for clear photos of the product, packaging, shipping label, and the issue reported in order to verify the claim and resolve it quickly.
Where a claim is confirmed, OnlyUG may, at its discretion, offer one of the following remedies:
- A replacement of the same item, subject to stock availability.
- An exchange for a similar item of equal value.
- A full or partial refund, depending on the nature of the issue.
4. Change-of-Mind Returns
If you wish to return an item for reasons other than damage, defect, or delivery error, your request may still be accepted within the 14-day return period, provided the product remains unused, unopened where applicable, and in resaleable condition.
In such cases:
- The customer may be responsible for the cost of return shipping or transport.
- Original delivery charges may not be refundable unless the return is due to our error.
- A refund may only be processed after the item has been received and inspected.
5. Return Process
To request a return, exchange, or refund, please contact us first before sending back any item.
You can reach us using the contact details below:
- Email: sales@onlyug.com
- Phone / WhatsApp: +256787551067
Please include the following information in your request:
- Your full name
- Order number
- Product name
- Reason for return
- Photos or video evidence, where applicable
Once your request is reviewed and approved, return instructions will be shared with you, including the appropriate return method and destination address.
Return Address: Plot 99 Bukoto St, Kampala
6. Inspection and Approval
All returned items are subject to inspection after they are received by our team. We reserve the right to reject a return or reduce the refundable amount if:
- The item is returned used, damaged, incomplete, or not in its original condition.
- The returned product does not match the order or approved return request.
- The return request falls outside the stated eligibility conditions.
7. Refund Method and Processing Time
Once a return is approved after inspection, refunds are processed using the original payment method where possible. Depending on the payment channel used, refund timelines may vary.
Approved refunds are typically processed within 5 to 10 business days after the returned item has been received and verified. In some cases, bank, card, or mobile money processing times may cause additional delays beyond our control.
If the original payment method is unavailable or unsuitable for reversal, we may arrange an alternative refund method in line with applicable business procedures.
8. Exchange Policy
Where stock is available, we may offer exchanges for defective, damaged, or incorrectly supplied items. Exchanges for size, model, or preference may be accepted at our discretion, depending on the product category and the condition of the returned item.
9. Order Cancellation
An order may be cancelled before dispatch. If payment has already been made and the order has not yet been shipped or handed over for delivery, a refund may be initiated.
If an order has already been dispatched, delivered, or specially procured for the customer, cancellation may no longer be possible, or handling and delivery costs may be deducted where applicable.
10. Delivery Costs
Delivery fees are generally non-refundable once the order has been shipped or successfully delivered, except where the return is due to an error on our part, including wrong item supplied, confirmed defect, or verified shipping damage.
11. Fraud Prevention and Abuse
OnlyUG reserves the right to decline refund or return requests that appear fraudulent, abusive, repetitive, or inconsistent with this policy. This includes returns involving switched items, missing components, intentional damage, or false claims.
12. Contact Us
If you have any questions about returns, replacements, cancellations, or refunds, please contact us:
- OnlyUG Customer Support
- Email: sales@onlyug.com
- Phone / WhatsApp: +256701930845
We are committed to handling customer concerns fairly, promptly, and professionally.