Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at {email} for questions related to refunds and returns.
Shipping Policy
Thank you for visiting and shopping on ORGANICSUG.COM the following are the terms and conditions that constitute our Shipping Policy.
Working Hours
At ORGANICSUG we aim to dispatch all orders as quickly as possible to ensure that for all orders made between 8:00 am and 8.00 p.m your purchase should be delivered as follows:
KAMPALA within 4 hours
Greater KAMPALA Metropolitan Area within 6 hours (Orders placed past 6pm will be delivered the next day by midday).
Rest of UGANDA within 24 hours
For purchases made after 8.00 p.m your purchase will be delivered
KAMPALA 10.00 am the next day.
Greater KAMPALA Metropolitan by midday the next day
Rest of uganda within 36 hours
You will receive an order confirmation on your mobile phone with the order number. If you do not receive the order number, then your order has not been confirmed by our system. There will also be a confirmation on the website under “your orders” section.
You will receive a notification when your order has been dispatched. Our delivery rider will also contact you to confirm delivery.
For upcountry deliveries, these will be made by available courier services within that route.
We also ship orders to South Sudan,Tz,Rwanda ,Congo,Nairobi and around the globe via International courier services.
If we are experiencing a high volume of orders, shipments may be delayed. If this is the case, we will endeavour to contact you via email or telephone.
Payment Method
After reviewing your order with our delivery agent, you will be able to pay via mobile money (specifically M-pesa(kenya,mtn mobile money ,uganda). The payment process is very smooth as you only need to enter your MPESA pin to complete the transaction.
Please ensure to load your M-pesa prior to the delivery agent getting to your location. Ensure you are available to pick up your order as the delivery agent has only a 5-minute window before they proceed with other orders. Please note that sealed items cannot be unsealed before you pay.
Pay-on-delivery deliveries within Kampala and Nairobi. Ensure you personally receive your order.