RETURN AND REFUND POLICY
Refund policy informs you about your right to return and receive a refund for products purchased on our website as well as describes the procedure, rules and guidelines relating to the return and refund for products purchased on our website.
Please read this policy carefully to understand your rights and the requirements on the return and refund on products.
We offer 8 days return window for Uhuru Mall items and 3 days for other eligible items for items that meet the requirement returns. (Terms and conditions apply as some vendors may not offer returns on their items)
STEPS TO RETURN A PRODUCT
When returning an item, ensure all seals, tags and accessories are left intact and item is in its original packaging.
If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.
Fill returns form and ensure all details on this page is accurate
Wait 24- 48 hours for Feed back
Drop off item in the nearest Uhuru Mall hub closest to you.
Return item will be inspected before refund is initiated.
Refund / Refund will be processed once your claim is validated.
Kindly contact us via any of our contact channels within seven days of delivery and we will ensure you get resolution.
WHAT CAN I RETURN?
i. Product unused, (this applies to products in fashion category only).
ii. Wrong Items – Products delivered differently from what was displayed on the website, the return will be authorized after validation and once the item is returned, item cost and shipping fee will be refunded.
iii. Incomplete Item – Product delivered is partial from what was displayed on the website. A return will be authorized after validation if the item cannot be completed. Once the item is returned, the item cost and shipping fee will be refunded.
iv. Defective Items – Product delivered has manufacturers defects was delivered dead on arrival, return will be authorized after validation. Once the item is returned, the item cost and shipping fee will be refunded to your Uhuru Mall Wallet.
vi. Damaged (in transit) – Product has visible damage, return will be authorized after validation. Complaint must be laid within 24 hours. Once the item is returned, the item cost and shipping fee will be refunded to your Uhuru Mall Wallet.
vii. Product Standard – Product delivered not working up to specification, cannot perform specified functions, return will be authorized after validation. Once the item is returned, the item cost and shipping fee will be refunded to your Uhuru Mall Wallet.
Customers may be eligible for a refund provided that
- The product returned is in its original packaging.
- The product must not be damaged or broken at the time of return.
- The product will be returned with the original receipt issued for its purchase.
Notwithstanding other provisions of this policy, we may refuse to grant returns and refunds if;
- You received what you ordered but simply changed your mind about the product.
- You misused or mishandled the product in such a way that caused damage to the product.
- You are aware or notified of the problem with the product before making a purchase.
- You did not like your purchase or realized you had no need for it.
Notwithstanding other provisions of this policy, we may not return and refuse to grant a refund for the following;
- Products in Beauty, Health and Personal Care category.
- Jewelry, Inner wear, Bed sheets, Lingerie and Socks.
- Books and CDs
If you discover that the product you purchased from us is damaged during delivery.
Please, take the following steps;
Send a Complaint
Also include pictures of the product that was delivered to email@example.com as a means of evidence.
Return after Authorization
Once your claim is validated, we will provide information on the most suitable means of getting the item from you.
Track Return Status
We will send you a return waybill number, this will enable you to track the status of your return.
Upon our confirmation of the receipt of the item by the Vendor, Uhuru will assist only by notifying the Vendor to resolve the matter as its sole responsibility without any further obligation on Uhuru.
EXCHANGE OF PRODUCTS
We also reserve the right to allow customers to exchange product with a similar or another product in our store in place of a refund.
We will bear all shipping costs or other costs associated with the return of the products.
If the product is being returned in exchange, customers will bear the shipping costs and organize for the shipping, transportation and collection of products.
Refunds are issued at our discretion as we may reject, grant a refund and replace a damaged product.
Items Not Eligible for Returns
Products that have been altered from their original or opened by unauthorized personnel without permission.
Product with tampered or missing serial Universal Product Code numbers (UPC).
Frequently Asked Questions (FAQs)
How do I request to return an item?
Please call us on 07025003600 / 07025003550 or send an email to firstname.lastname@example.org.
Can I return if my item is outside the warranty period?
No, you will be required to refer the item to the service center. Kindly contact us
How do I return an item?
After your claim has been validated (after sending a video clip or picture of the item delivered), a return would be authorized for the item to be returned at the closest Uhuru center to you.
Can my item be retrieved?
Yes. A retrieval can be approved only for validated complaints of wrong, damaged, product standard and incomplete items.
Can my warranty be voided?
Yes, a warranty is voided once an item within the warranty period is opened or referred to a technician(s) not affiliated to the manufacturer.
I initiated a return but have not gotten a response and its over 48 hours, what do I do?
Please contact us on email@example.com 07025003600 /07025003550
Do I have to return the gift when I return a product?
Yes, any free gift must also be returned.
How do I track my return status?
We will keep you updated by email and SMS about the status of your return. You may also track your return using the return tracking number you received when the item was dropped off.
Once return of my package is done, how long will it take to be refunded?
Depending on the complaint, a refund would be made to your Uhuru wallet immediately return is confirmed or refund will be made after claim on defect is validated
Can I return my item after the stated returns timeline?
You will not be able to return after 7 days but if it is faulty, it may be covered under warranty and a return can be authorized for the item to be referred to the service centre by an after-sales support team.
Why was my item redelivered to me instead of a refund?
Returned items will be redelivered to you if we cannot validate your reason for returning it. For example, a phone returned for not charging will be tested extensively and if the claim is not validated, (phone charges properly) the item will be taken to our closest store for you to pick up
How long do I have to request for return?
You can request a return within 7 days for all eligible items if:
- You receive a wrong, damaged, defective, product standard/quality or incomplete item.
- You change your mind, with the exception of underwear, adult toys, groceries, perfumes, cosmetics, hair extensions and jewelry.
Note that for changed mind, the return has to be authorized by the vendor
When returning an item, ensure all seals, tags and accessories are left intact and the item is in its original packaging. If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.