At ElectroMartUG, we want every customer to be confident in their purchase. If a product does not meet expectations, you may request a return, refund, or exchange strictly within 7 days of delivery or pickup, subject to the terms below.

1. Return Timeline (Strictly 7 Days)

All return, refund, or exchange requests must be initiated within 7 calendar days from the date of delivery or pickup.

â›” Requests made after 7 days will not be accepted under any circumstances.

2. Product Testing & Eligibility

Customers are allowed to open, inspect, and test products to confirm proper functionality.

A product remains eligible for return or exchange within the 7-day window if:

  • It was tested only to verify functionality

  • It shows no signs of misuse, liquid damage, or physical damage caused by the customer

  • All original accessories, manuals, warranty cards, and packaging are included

  • Proof of purchase is provided

Items that show damage due to misuse or negligence after delivery are not eligible.

3. Acceptable Reasons for Returns or Exchanges (Within 7 Days Only)

a) Faulty or Defective Products

If a product is found to be faulty during testing or normal initial use within 7 days, and the fault is confirmed by our technical inspection, the customer may choose:

  • A replacement (exchange) for the same or similar product, or

  • A full refund

b) Wrong Item Delivered

If the item delivered does not match the order placed, customers are eligible for a free return, exchange, or refund, provided the issue is reported within 7 days.

c) Incomplete Orders

If parts or accessories listed in the product description are missing, the issue must be reported within 7 days for resolution.

4. Exchanges (Product Change Requests)

Customers may request an exchange for another product within 7 days, provided that:

  • The item is unused or lightly tested

  • It is returned in original condition with full packaging

  • It is not a hygiene-restricted product

Price Difference Policy:

  • Higher-priced item → customer pays the difference

  • Lower-priced item → balance refunded via original payment method

5. Hygiene-Restricted Items

For hygiene and safety reasons, the following items cannot be returned or exchanged once opened, unless proven to be technically defective and reported within 7 days:

  • In-ear headphones

  • Personal care and grooming electronics

6. Refund Process

All returned items are inspected upon receipt.

  • Approval Notification: Customers will be informed of approval or rejection

  • Processing Time: Approved refunds are processed immediately and typically reflect within 2–5 business days

  • Refund Method: Refunds are issued via the original payment method:

    • MTN Mobile Money

    • Airtel Money

    • Bank Transfer

7. Return Shipping

  • Faulty Products or Company Error: ElectroMartUG covers return shipping or arranges pickup within Kampala, if reported within 7 days

  • Change of Mind or Exchange Requests: Customer bears the cost of return shipping to our central hub

8. Non-Returnable Items

The following items are not eligible for return, refund, or exchange:

  • Software and digital gift cards

  • Items damaged after delivery due to misuse or negligence

  • Any item reported or returned after 7 calendar days

9. How to Request a Return, Refund, or Exchange

To initiate a request within 7 days, contact us immediately:

📞 WhatsApp / Call: +256 759 988 005

Our support team will guide you through inspection and resol