Cancellation Policy

At Mums Products Uganda Limited, we understand that customers may occasionally need to cancel an order. This Cancellation Policy explains when an order may be cancelled, how to request a cancellation, and what happens where payment has already been made.

This policy applies to orders placed directly with Mums Products Uganda Limited through our website or other authorised electronic sales channels.

1. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact Mums Products Uganda Limited as soon as possible.

Where the order has not yet been processed or dispatched, we will make reasonable efforts to cancel it.

If payment has already been made for an order that is successfully cancelled, an appropriate refund will be processed in accordance with our Refund Policy and applicable law.

2. Cancelling an Order After Dispatch

If your order has already been dispatched before we receive your cancellation request, it may no longer be possible to stop the delivery.

In such circumstances, you may be required to receive the order and follow the applicable return procedure.

Any return, exchange, or refund will be handled in accordance with our Return Policy, Refund Policy, and applicable Ugandan law.

3. Cancellation of Electronic Transactions

Subject to applicable law and any lawful exceptions, a customer may have the right to cancel a qualifying electronic transaction within seven (7) days after receiving the goods or services or within seven (7) days after conclusion of the applicable agreement.

Where goods are returned following a valid cancellation, the customer may be responsible for the direct cost of returning the goods where permitted by law.

Where payment was made before a valid cancellation, any applicable refund will be handled within the period required by Ugandan law.

4. How to Request a Cancellation

To request cancellation of an order, please contact Mums Products Uganda Limited using the contact information provided on our website.

Please provide:

• Your full name;

• Your telephone number or email address;

• Your order or transaction reference;

• The product or products you wish to cancel; and

• The reason for the cancellation, where applicable.

Providing complete order information will help us process your request more efficiently.

5. Cancellation Confirmation

An order should not be considered cancelled until Mums Products Uganda Limited has confirmed the cancellation.

If you do not receive confirmation, please contact us again to verify the status of your request.

6. Products That Have Already Been Delivered

Where an order has already been delivered, the request will generally be handled as a return rather than a pre-delivery cancellation.

Eligibility for return will depend on the type and condition of the product, the reason for the return, and any rights available under applicable law.

7. Non-Cancellable Products

Certain orders may not qualify for cancellation or return after processing or delivery where permitted by applicable law.

This may include products that:

• Have been personalised or specifically prepared according to the customer's instructions;

• Cannot reasonably be returned because of their nature;

• Are likely to deteriorate or expire rapidly;

• Have been opened, used, or tampered with and cannot be resold for health, hygiene, safety, or quality-control reasons; or

• Otherwise fall within an exception permitted under applicable law.

Nothing in this section is intended to restrict rights relating to defective, damaged, incorrect, or unsafe products.

8. Cancellation Due to Product Unavailability

In some circumstances, Mums Products Uganda Limited may need to cancel an order because a product is unavailable or cannot be supplied.

If this occurs, we will notify you as soon as reasonably possible.

If you have already paid for the unavailable product, we will process an appropriate refund in accordance with applicable law.

9. Cancellation Due to Pricing or Product Errors

We reserve the right to cancel an order where there is an obvious error relating to a product description, price, availability, quantity, or other material information displayed on our website.

If payment has already been received for an order cancelled because of such an error, the applicable amount will be refunded.

10. Cancellation Due to Payment Problems

An order may be cancelled where payment cannot be completed, verified, or authorised.

We may also cancel or suspend an order where we reasonably suspect that the payment or transaction is fraudulent, unauthorised, or otherwise unlawful.

11. Cancellation Due to Incorrect Customer Information

Mums Products Uganda Limited may cancel an order where we are unable to process or deliver it because the customer has provided materially incorrect or incomplete information.

This may include an invalid delivery address, incorrect contact information, or information that prevents us from reasonably verifying or completing the order.

Where possible, we may attempt to contact the customer before cancelling the order.

12. Delayed Orders

We will make reasonable efforts to fulfil orders within the delivery period communicated to the customer.

Where an order cannot be fulfilled within the agreed period, we will communicate with the customer regarding the delay and available options.

Where applicable under Ugandan law, a customer may have the right to cancel an electronic order where the supplier fails to fulfil the order within the applicable or agreed period.

13. Cancellation by Mums Products Uganda Limited

We reserve the right to cancel an order where reasonably necessary, including where:

• A product is unavailable;

• There is an obvious pricing or website error;

• Payment is unsuccessful or cannot be verified;

• Fraudulent or unauthorised activity is suspected;

• Delivery cannot reasonably be completed using the information provided;

• The quantity ordered cannot be supplied; or

• Processing the order would violate applicable law or our Terms and Conditions.

Where we cancel an order after receiving payment, any amount due to the customer will be refunded in accordance with applicable law and our Refund Policy.

14. Refunds After Cancellation

Where a cancelled order qualifies for a refund, the refund will generally be made using the original payment method where reasonably possible.

Depending on the payment method used, a