Refund Policy

At Mums Products Uganda Limited, we are committed to providing quality products and a satisfactory shopping experience. This Refund Policy explains the circumstances under which products may be returned, exchanged, or refunded when purchased from us.

This policy applies to purchases made through our website and other approved sales channels operated by Mums Products Uganda Limited. Nothing in this policy is intended to limit any rights available to customers under applicable Ugandan law.

1. Eligibility for Returns

A customer may request a return where:

• The wrong product was delivered;

• The product received is damaged or defective;

• The product is significantly different from what was ordered;

• The order is incomplete; or

• The customer is otherwise entitled to cancel or return the purchase under applicable law.

Where a return is requested for reasons other than a defective, damaged, incorrect, or incomplete product, the product should generally be unused, unopened, and in its original condition and packaging.

2. Return Period

For qualifying purchases made electronically, customers should notify us of a return or cancellation request within seven (7) days after receiving the goods, subject to applicable law and any lawful exceptions.

Customers are encouraged to report damaged, defective, incorrect, or incomplete products as soon as reasonably possible after delivery so that we can investigate and resolve the matter promptly.

3. Non-Returnable Products

For health, hygiene, safety, and quality-control reasons, certain products may not be eligible for return once they have been opened, used, altered, tampered with, or removed from sealed packaging.

This may include personal-care, cosmetic, beauty, hygiene, cleaning, or similar products where accepting a used or opened product would create a health, hygiene, safety, or quality concern.

This restriction does not apply where the product was defective, damaged, incorrectly supplied, or where applicable law otherwise gives the customer a right to a return, replacement, or refund.

4. Damaged or Defective Products

If you receive a damaged or defective product, please contact Mums Products Uganda Limited and provide your order details together with a description of the problem.

We may request photographs, videos, the product packaging, batch information, proof of purchase, or other reasonable information necessary to verify the issue.

Once the claim has been assessed and approved, we may, depending on the circumstances and applicable law:

• Replace the defective or damaged product;

• Exchange it for another suitable product; or

• Provide a refund.

5. Incorrect Products

If we deliver a product that is different from the product you ordered, please contact us as soon as possible.

Where we confirm that an incorrect product was supplied by us, we will arrange an appropriate replacement, exchange, or refund.

The incorrect product should remain unused and, where reasonably possible, in its original packaging until the matter has been resolved.

6. Missing Products

If your order contains missing items, please notify us as soon as reasonably possible after receiving the delivery.

After verifying the order, we may arrange delivery of the missing product or provide an appropriate refund where the missing item cannot be supplied.

7. Change of Mind

Where applicable law permits a customer to cancel an electronic transaction within the prescribed cancellation period, Mums Products Uganda Limited will honour that right subject to any lawful exceptions.

Where a return is accepted because the customer has changed their mind, the product must generally be unused, unopened, undamaged, and in its original saleable condition and packaging.

The customer may be responsible for the direct cost of returning the product where permitted by law.

8. Return of Products

Customers should contact Mums Products Uganda Limited before returning a product so that we can provide the appropriate return instructions.

Products should not be sent or delivered to an address without confirming the appropriate return location with us.

Unless the product was supplied incorrectly or was defective or damaged upon delivery, the customer may be responsible for the costs associated with returning the product, subject to applicable law.

9. Inspection of Returned Products

Returned products may be inspected before a refund or exchange is approved.

We reserve the right, where permitted by law, to decline a return where the product has been used, intentionally damaged, altered, tampered with, improperly stored, or returned in a condition that makes it unsuitable for resale, unless the return relates to a valid defect or another right protected by law.

10. Refunds

Once a refund has been approved, we will process it using the original payment method where reasonably possible or another agreed method.

For qualifying electronic transactions where a customer lawfully exercises a cancellation right, any refund will be processed within the period required by applicable Ugandan law.

Where applicable, refunds may take additional time to appear in your mobile money account, bank account, card, or other payment account depending on the payment provider.

11. Delivery Charges

Delivery or shipping charges may not be refundable where an order was successfully and correctly delivered and the customer chooses to return the product for reasons unrelated to an