Return & Refund Policy
Last updated: January 2025
At Kwesi Stores, we value your satisfaction and aim to make every shopping experience enjoyable. This Return & Refund Policy outlines how we handle product returns, exchanges, and refunds to ensure transparency and trust with our customers.
1Eligibility for Returns
You may request a return if your product meets the following conditions:
- The item was purchased directly from Kwesi Stores.
- The return request is made within 2 days of delivery.
- The product is unused, in its original packaging, and includes all accessories, manuals, and tags.
- The product is not among non-returnable items (see below).
We reserve the right to refuse a return if the product shows signs of use, damage, or tampering.
2Non-Returnable Items
- Personal care items (e.g., shavers, toothbrushes, beauty tools)
- Opened software, music, or video items
- Hygiene-sensitive items such as undergarments or baby feeding accessories
- Custom-made or clearance items clearly marked as “Non-Returnable”
3Damaged or Wrong Items
If you receive a damaged, defective, or incorrect product, please contact our support team within 24 hours of delivery. Include photos or videos showing the issue. We will arrange for an exchange or full refund depending on availability.
4Refund Process
Once your return is approved and the item received back at our facility, your refund will be processed within 10 working days. Refunds are issued through the original payment method used during purchase unless otherwise agreed.
Mobile Money
Refund credited directly to your account.
Card Payments
Refund credited to the same card.
Cash on Delivery
Refund via Mobile Money or store credit.
5Exchange Policy
We offer product exchanges for the same item or an item of similar value when available. Exchanges are processed after the original item has been returned and inspected.
6Return Shipping
Return shipping fees may apply unless the return is due to an error on our part (wrong item, damaged product, or defect). In such cases, Kwesi Stores will cover the return cost.
7How to Request a Return
Contact our customer support via phone or email within 2 days of delivery. Provide your order number and describe the issue (attach photos if applicable). Our team will review and provide return instructions or schedule a pickup. All returns must be pre-approved by our support team before sending the item back.
8Warranty Policy
Many products sold on Kwesi Stores come with a manufacturer warranty. The warranty duration typically ranges between 1–5 years, depending on the product and brand.
8.1 Warranty Coverage
Manufacturer warranties generally cover manufacturing defects, faulty materials or workmanship, and internal component failures under normal use.
8.2 Exclusions
Warranties do not usually cover physical damage, cracks, dents, damage caused by power surges/misuse, liquid damage, unauthorized repairs, or consumable parts (batteries, filters) unless stated otherwise.
8.3 Warranty Claim Process
To make a claim, contact our support team with a detailed description and proof of purchase. We will guide you on the next steps (inspection, repair, or referral to an authorized service center).
9Contact Us
If you have any questions about our return, refund, or warranty process, please reach out to us:
Kwesi Stores
Kampala, Uganda
Phone
+256 752 996 276