1. Return window & overview

We offer a 14-day return or exchange period for eligible, unused items starting from the date of delivery. If an item is defective, follow the defective item procedure below. Returns must meet the conditions described in this policy.

2. Eligibility for returns

• Item must be returned within 14 days of delivery.
• Item must be unused, in original packaging, with all accessories, manuals and tags.
• Proof of purchase (order number / invoice) is required.
• Products specifically marked as “non-returnable” on their individual product page are excluded from standard returns.

3. Defective items & warranty

If an item is defective on arrival or develops a fault within the manufacturer warranty:

• For immediate assistance and rapid processing, we recommend reporting defects within 48 hours of delivery (include photos and order number). Defective items remain covered under our standard 14-day policy.
• We will inspect the item and, if defective, offer repair, replacement, or refund per manufacturer warranty and availability.
• Warranty terms vary by product; check the product page or included documentation for manufacturer warranty details.

4. How to return an item

1. Contact support at [email protected] or +256 701 299 647 with your order number and reason for return.
2. Follow the return authorisation instructions provided by our team — returns without authorisation may be refused.
3. Pack the item securely in original packaging and include proof of purchase.
4. Deliver the authorised return in-person to our physical store location listed under Section 11. All returns must be handled directly at our retail desk.

5. Return shipping & restocking fees

There are no restocking fees and no processing costs to return an eligible item. Because all authorized returns must be brought back in-person directly to our storefront, there are no return shipping fees applied. The customer is responsible for drop-off handling.

6. Refunds & processing time

After we receive and inspect the returned item, we will:

• Confirm eligibility and process the refund within 3–7 business days after inspection.
• Refund using the original payment method where possible (Mobile Money / card payments).
• Notify you once the refund has been initiated.

7. Exchanges

Exchanges for the same product (different model, color, or unit) are processed after we inspect the returned item. If the replacement product cost differs, we will invoice or refund the difference.

8. Non-returnable items

The following items are not eligible for return unless defective:

• Opened earphones, personal-care items and other hygiene–sensitive products
• Consumables (e.g., filters, batteries) once opened
• Software, digital products or licensed items once activated
• Items explicitly designated as non-returnable on their specific product detail page
• Items damaged due to customer misuse, negligence or improper installation

9. Lost in transit

If a shipment is lost in transit, contact us immediately. We will investigate with the courier. Approved replacements or refunds will follow the investigation outcome.

10. Fraud, abuse & chargebacks

We reserve the right to refuse returns or refunds where fraud, abuse or policy violation is suspected. Excessive return behaviour may result in account restrictions.

11. Contact for returns

For return requests or questions, contact:

E-Appliance UG (Operated by Aine Rwaheru)
Kooki Tower, Level 6, Shop 647
Buganda Road, Kampala, Uganda

Email: [email protected]
Phone: +256 701 299 647

12. Legal rights

This Returns & Refunds Policy does not affect your statutory rights under Ugandan consumer protection law.