Return Policy
What are the conditions for returning an item?
Two (2) days free returns policy, subject to Terms and conditions.
Requirement for a valid procedure
• Proof of purchase – the document handed over to you together with the product, on delivery.
• Original packaging – the manufacturer packaging
• Any free promotional items – gifts or accessories delivered with the purchased item
• Valid return reason i.e. If Item is Faulty
Please Note:
We do not accept returns for the items below. For such purchases, please inspect the item carefully upon delivery or pick up and if necessary, reject it on the spot:
• Innerwear, swimsuits, gym wear, sleep wear
• Perfumes, jewelry, health & wellness products, adult toys
• For missing items and damaged products especially, broken screens please check with our riders during delivery and reject on the spot.
How do I return an item/ What happens once I have returned an item?
For any return request please contact our Customer Service Call Center at 0742511381/0742511394. and fill the form.
What happens once I have returned an item?
• We will perform a careful quality check.
• If the claim is valid, we will refund you according to your requested refund method.
• The process may take up to 2 days from when your return request was submitted.
• If the claim is invalid the item will be sent back to you.
• We keep track of all return requests and use the data to improve our product quality and service, as well as for customer profiling. Customers with unjustified/invalid returns may be denied the right to return items or even shop on Kibuga in the future.
How much time do I have to return a product to Kibuga?
• All items sold on Kibuga if faulty, can be returned within a period of 2 days from delivery date.
NOTE: You have 2 days to notify us of your return by calling Customer Service, from the day you received your purchase. For defective items, we also advise you to contact the manufacturer if the product has a warranty.
How do I send my product to Kibuga?
• We will make 3 attempts within 2 working days to pick-up the returning item after you submit the return request
.Note that You can also drop your return item at our offices/Warehouse.
However, after 3 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore.
Please ensure that the package of the returning item is in good condition for the return; any package found to be damaged will be rejected by the rider during collection or sent back after quality check is done.
How do I track my return status?
• We will keep you updated by email and SMS about the status of your return. For any inquiries contact our Customer Service Call Center at 0742511381/0742511394..
Is my product under warranty?
• We advise you to check our warranty page to get more information about our warranty policy.
If my returned product is not validated for refund, how do I get informed?
• If your return is invalid, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item."Note that we will make two (2) attempts to return the product to you at no cost.
However, after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection. If you do not collect the product within these seven (7) days, it will be deemed as forfeited and we will dispose off in accordance with the Ugandan law
I received something I didn't order. What now?
• On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order.
Can I return my items after the timeline to return has expired? •
Sorry, returns are not possible after the 2-day return period.
Do I have to return the gift when I return a product? •
Yes, any gift must also be returned.
Do I have to pay for shipping charges when I return a product?
• There are no charges for shipping a product back to Kibuga.
Kibuga is a dynamic Ugandan e-commerce platform affiliated with K2 Telecom with cores from Buganda Kingdom. It serves as a convenient and reliable platform for Ugandans to explore a wide range of products and make online purchases from the comfort of their homes.
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