Returns & Refund Policy

If something arrives faulty, is not what was described or simply is not right, you are covered. This page explains exactly what you can return, how long you have and what happens at each step. We have kept it specific on purpose, because a vague returns policy helps nobody.

Last updated: 20 September 2026

1. When you can return something

This policy follows Uganda's consumer protection guidelines. There are four grounds for a return.

• It is faulty or defective. The product does not work as it should. Report it within one month of purchase.
• It is not as described. What arrived does not match the listing, or differs significantly from what was advertised. Return it within 7 days of receipt.
• It is not fit for a purpose you told us about. If you explained before buying what you needed the product to do and it cannot do it, return it within 10 days.
• You changed your mind. Return it within 7 days of delivery provided it is unopened and still sealed. Once a seal is broken this ground no longer applies, though the other three still do.

2. What we need from you

To process a return we need the item back in a condition we can assess:

• Original packaging, with all accessories, cables and manuals.
• Proof of purchase. Your order confirmation email is enough, and we can look up an order from the phone number you used.
• No signs of misuse, accidental damage or attempted repair by anyone other than us or the manufacturer.

Keep the box until you are confident the product is right. It is the single most common reason a return becomes complicated.

3. What cannot be returned

A few categories are exempt unless they turn out to be faulty or not as described, in which case the normal grounds above apply:

• Personal-hygiene items once opened, such as earphones and earbuds.
• Batteries and similar items with a limited shelf life.
• Software and digital products once downloaded or activated.

These exemptions exist for hygiene and licensing reasons rather than to narrow your rights. If an item in one of these categories is genuinely faulty, bring it to us.

4. How to start a return

1. Tell us inside the window. Email [email protected] or call +256 778 735 750. Include your order number and, if it is a fault, a short description of what the product is doing. A photo or a short video of the problem usually saves a round trip.
2. We agree how the item comes back. Depending on where you are, we either collect it or agree the most sensible way to send it. See section 6 for who pays.
3. We inspect it. This is a real check rather than a formality, and it is how we tell a manufacturing fault from accidental damage.
4. We resolve it. A repair, a replacement or a refund.

5. What happens after we inspect it

Where a return is approved we offer a repair, a replacement or a refund. We make that decision based on what the inspection finds, which is normal for electronics and follows how manufacturer warranties work. What we will not do is leave you with a product that does not work.

If the inspection shows the problem was accidental damage, liquid damage or an attempted repair, we will tell you plainly what we found and why the return does not qualify, and we will explain your options rather than simply refusing.

Refunds are issued using the method you paid with, unless we agree otherwise with you, and are processed within 14 days of the inspection.

6. Who pays to move the item

• Faulty, defective or the wrong item sent: we cover the cost of getting it back to us within the delivery zones we serve. If you are outside those zones we will agree the most economical sensible method with you before anything moves, so there are no surprises.
• Changed your mind: the return transport is yours to arrange and pay for, and the item must reach us unopened and sealed.

Your original delivery fee is refunded where the fault was ours. It is not refunded on a change-of-mind return.

7. Returns and warranty are not the same thing

People often confuse the two, so to be clear:

• This returns policy covers the period immediately after purchase, under the four grounds in section 1.
• A manufacturer warranty runs longer, is provided by the brand rather than by us, and covers manufacturing defects on the terms in the box.

If you are past the return windows, you may still be covered by warranty. Start with us either way and we will tell you which applies and walk the claim through with you.

8. Your rights under Ugandan law

Nothing in this policy reduces the rights Uganda's consumer protection law gives you. Where a term here conflicts with a right the law grants, the law applies.

9. Talk to us

Returns, refunds and anything wrong with an order go to our support team:

Email [email protected] or call +256 778 735 750.

Gadget Craze (U) Ltd, Mabirizi Complex, 3rd floor, L3 03, Kampala Road, Kampala, Uganda.

Read this alongside our Terms and Conditions and Accepted Payment Methods.