Return Policy

At Mums Products Uganda Limited, we want our customers to be satisfied with the products they purchase from us. This Return Policy explains when a product may be returned, the conditions that apply, and the steps customers should follow when requesting a return.

This policy applies to products purchased directly from Mums Products Uganda Limited through our website or other authorised sales channels.

1. Eligible Returns

You may request to return a product where:

• You received the wrong product;

• The product was damaged when delivered;

• The product is defective;

• The product is significantly different from what you ordered;

• Part of your order is missing; or

• You are otherwise entitled to return the product under applicable Ugandan law.

2. Return Period

Customers should contact us as soon as reasonably possible after receiving a product that is damaged, defective, incorrect, or incomplete.

Where a customer wishes to return an eligible product for reasons other than a defect or an error by Mums Products Uganda Limited, the return request should generally be made within seven (7) days after receiving the product, subject to applicable law and any lawful exceptions.

3. Condition of Returned Products

Unless the product is being returned because it was defective, damaged, or incorrectly supplied, the product must generally be:

• Unused;

• Unopened;

• Undamaged;

• In its original packaging;

• In a condition suitable for resale; and

• Accompanied by reasonable proof of purchase.

4. 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, household, cleaning, or similar products where accepting a used or opened product could create a health, safety, hygiene, or quality concern.

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

5. Damaged Products

If a product arrives damaged, please contact Mums Products Uganda Limited as soon as possible.

We may request photographs, videos, packaging information, batch information, or other reasonable evidence to help us verify the damage.

Where the damage is confirmed, we may arrange an exchange, replacement, or refund as appropriate.

6. Defective Products

If a product appears to have a manufacturing defect or does not perform as reasonably expected when used according to the instructions provided, please contact us with details of the issue.

We may request that the product be returned for inspection before approving a replacement, exchange, or refund.

7. Incorrect Products

If you receive a product that is different from what you ordered, please notify us as soon as reasonably possible.

The incorrect product should remain unused and, where possible, unopened and in its original packaging until return arrangements have been confirmed.

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

8. Missing Items

If your order is incomplete or an item is missing, please contact us and provide your order details.

Once the issue has been verified, we may arrange delivery of the missing product or provide another appropriate remedy.

9. Change of Mind Returns

Where permitted, a customer may request to return an eligible product because they have changed their mind.

For a change-of-mind return to be considered, the product must generally be unused, unopened, undamaged, and in its original saleable condition and packaging.

Certain products may not qualify for change-of-mind returns due to health, hygiene, safety, or quality considerations.

10. Proof of Purchase

We may require reasonable proof of purchase before approving a return.

Proof of purchase may include:

• A receipt;

• An invoice;

• An order confirmation;

• A mobile money transaction confirmation;

• A bank or card transaction reference; or

• Any other information that allows us to verify the purchase.

11. How to Request a Return

To request a return, please contact Mums Products Uganda Limited using the contact information provided on our website.

When contacting us, please provide:

• Your full name;

• Your telephone number or email address;

• Your order or transaction reference;

• The name of the product;

• The reason for the return; and

• Photographs or other supporting information where necessary.

Please do not return a product to any location until you have received appropriate return instructions from us.

12. Returning the Product

Once a return has been approved, we will provide instructions regarding where and how the product should be returned.

The customer should ensure that the product is packaged appropriately to prevent damage during return transportation.

Products returned without prior approval may take longer to process or may be refused where we are unable to verify the purchase or reason for return.

13. Return Delivery Costs

Where a product is being returned because it was defective, damaged, incorrectly supplied, or due to an error by Mums Products Uganda Limited, we will handle reasonable return arrangements as appropriate.

Where a customer returns a product because of a change of mind or for another reason not caused by Mums Products Uganda Limited, the customer may be responsible for the cost of returning the product, subject to applicable law.

14. Inspection of Returned Products

All returned products may be inspected before an exchange, replacement, or refund is approved.

During inspection, we may assess:

• The condition of the product;

• The original packaging;

• Whether the product has been opened or used;

• Whether the product has been altered or tampered with;

• The nature of any reported defect or damage; and

• Whether the return meets the requirements of this policy.

15. Returns That May Be Rejected

Where permitted by law, Mums Products Uganda Limited may reject a return where:

• The product has been used or opened and is not defective;

• The product has been intentionally damaged;

• The product has been altered or tampered with;

• The product has not been stored or used according to the instructions provided;

• The product was not purchased from Mums Products Uganda Limited or an applicable authorised sales channel;

• Reasonable proof of purchase cannot be provided; or

• The product is otherwise excluded from return under this policy and applicable law.

16. Exchanges

Where a return is approved, you may be offered an exchange depending on the circumstances and availability of the replacement product.

If the same product is unavailable, we may offer another suitable product of equivalent value, subject to your agreement.

Where an alternative product has a different price, any additional amount payable or refundable will be communicated before the exchange is completed.

17. Refunds Following a Return

Where a returned product qualifies for a refund, the refund will be processed in accordance with our Refund Policy and applicable law.

The method and timing of a refund may depend on the original payment method and the payment service provider involved.

18. Products Purchased From Third Parties

If you purchased a Mums Products Uganda Limited product from an independent retailer, supermarket, pharmacy, distributor, marketplace, shop, or other third party, you may be required to return the product to the seller from whom you purchased it.

The third-party seller may apply its own return procedures, subject to applicable law.

This does not affect any legal rights you may have regarding defective or unsafe products.

19. Product Safety Concerns

If you believe that a product may present a safety or quality concern, please stop using the product where appropriate and contact Mums Products Uganda Limited as soon as possible.

Please retain the product, packaging, batch information, receipt, or other relevant information where available, as these details may help us investigate the issue.

20. Abuse of the Returns Process

Mums Products Uganda Limited reserves the right to investigate return requests that appear fraudulent or abusive.

Where permitted by law, we may decline claims involving false information, deliberate product damage, substitution of products, or products that were not purchased from us.

21. Customer Rights

Nothing in this Return Policy is intended to exclude, restrict, or limit any right that a customer may have under applicable Ugandan law.

Where any provision of this policy conflicts with a mandatory requirement of applicable law, the applicable legal requirement will prevail.

22. Changes to This Return Policy

Mums Products Uganda Limited may update this Return Policy from time to time to reflect changes to our products, sales procedur