Refund Policy

At Elance-Uganda, we value our customers and aim to provide a seamless shopping experience. In the event that you are not completely satisfied with your purchase, we have implemented a clear and fair refund policy to assist you.

1. Refund Eligibility

You may request a refund within 7 days from the date you receive your product, provided the following conditions are met:

• The product must be in its original condition, including packaging, with all tags and labels intact.
• The product must not show any signs of use or damage.
• For electronic items, the original seal must remain unbroken unless the product was defective upon arrival.
• All accessories, manuals, and any promotional items included with the purchase must be returned.

2. Items Not Eligible for Refund

Certain products cannot be refunded under any circumstances. These include, but are not limited to:

• Perishable items (e.g., food, flowers).
• Personal care products (e.g., cosmetics, toiletries) once they have been opened.
• Digital products, software, or items requiring activation codes.
• Customized or personalized items.

3. How to Initiate a Return

To request a refund:

• Reach out to our customer support team within 7 days of receiving your order and clearly state the reason for the return.
• Be prepared to provide proof of purchase, such as your order number and receipt.
• Our team will guide you through the steps for returning the product, whether via pickup or drop-off.

4. Inspection and Refund Processing

Once your returned item is received, our team will carefully inspect it to ensure it meets the criteria outlined above. If the return is approved, we will proceed with the refund, which will either be credited back to your original payment method or issued as store credit, based on your preference.

5. Refund Timelines

Refunds processed to your mobile money account or bank may take up to 7 business days to reflect. However, store credit is typically issued within 24 hours once the return has been approved.

6. Shipping Costs

Please note that shipping costs incurred during the return of an item are non-refundable, unless the product was faulty or incorrectly supplied. If the return is for any reason other than a defect or shipping error, the customer is responsible for the return shipping fees.

7. Product Exchanges

You may exchange your product for an alternative within the 7-day refund window. If the desired item is unavailable, you can opt for a refund or store credit for future purchases.

8. Damaged or Defective Items

If you receive a product that is damaged or defective, it is crucial to notify us within 48 hours of delivery. We will arrange for the product to be collected and inspected, and if confirmed to be faulty, we will offer you the choice of a full refund or a replacement product.