MONEY BACK GUARANTEE

We promise your money back if the item you received is not as described, or if your item is not delivered within the Buyer Protection period. You can get a refund with in 4 days after the claim process finishes. This guarantee is in addition to and does not limit your statutory rights as a consumer, as granted by all mandatory laws and regulations applicable in Republic of Uganda 

1. Contact Seller

Go to your order history and select the item. Discuss the issue with the seller and see possible solutions.

2. Apply for Refund

If you can’t come to an amicable agreement after contacting the seller, simply raise a claim by opening a dispute within 4 days following the delivery of your order or the end of the package receipt confirmation period (as listed in your order details).

3. Get Money Back in 4 Days

Most sellers will return your money in 5 days, however; if it’s not resolved, you can contact Ugbay from the order detail page to escalate your dispute.

Free Return

Sellers that offer ‘Free Return’ service will have ‘Free Return’ icon on their item details page. With ‘Free Return’ service, you get 1 day (on top of the on-time delivery date) to decide if you want to keep or return the item for any reason, as long as they are unused, unwashed and in their original condition – complete with the original packaging, tags, etc. It’s easy and fast:

Easy

• Return items locally and easily: 1) Get the return code or label, 2) wait for door-to-door pickup service or take your package to the designated service point and, 3) lastly, wait for the local warehouse to confirm receipt of your returned package.

• Remember to select ‘Return Goods” while opening the dispute.

Fast

• Refund will be made to you once we confirm receipt of your returned parcel which meet the conditions for reimbursement.• Items will be processed at the sellers warehouse.

Service Scope

• Not all Districts have Free Return service. At present, supported districts include Kampala, Wakiiso, Entebbe and the few surrounding Districts. 
• In addition, not all products on Ugbay.com include the Free Return service. The seller can choose whether or not to offer this extra service. Sellers that offer the Free Return service will have a label or icon on their product details page confirming this service is available.

Return Shipment Fee

• Returning packages via a designated local return service point or via a door-to-door pickup service is free.
• Note: You can only enjoy one-time free local return for one order. If you initiate multiple return requests under an order, you can only enjoy the free local return service once, and other return requests can still enjoy local return service but you will have to cover the return shipping costs to the designated local return address. Therefore, please consider returning jointly the products to avoid paying that additional shipping cost.

Local Return 

Sellers that offer ‘Local Return’ service will have the above ‘Local Return’ icon on their item details page. With ‘Local Return’ service, you could get 2 days (on top of the on-time delivery date) to decide if you want to keep or return the item without any reason.

Service Scope

• Sellers can choose to offer this extra service, and will often do so if they are using a warehouse that is located in your District.

Conditions for Submitting Refund Requests

• The products have not been used.

• The item is in perfect condition and in its original packaging.

Return Shipment Fee

The return shipping costs to the designated local return address are borne by the buyer

Statutory rights

The seller must comply with other relevant legal requirements (warranty, return, etc.) that may be applicable. (please note that in case of return, the buyer must bear the cost of returning the products to the seller).