Kiboko Enterprises Limited - Refund Policy for Online Shopping

1. Overview:

At Kiboko Enterprises Limited, we strive to provide our customers with high-quality products and excellent service. However, we understand that there may be occasions when a product does not meet customer expectations. This Refund Policy outlines the procedures to be followed by customers who wish to request a refund for purchases made through Kiboko Store Online Shopping.

2. Refund Eligibility:

Refunds will only be considered under the following conditions:

1. Defective or Damaged Products: Products received that are defective or were damaged during transit.
   
2. Incorrect Items: If the item delivered does not match the product ordered.

3. Unopened and Unused Products: Products must be returned unopened, unused, and in their original packaging.

4. Refund Request Timing: Customers must initiate the refund process within 7 days from the date of delivery.

3. Non-Refundable Items:

The following items are non-refundable:

1. Opened personal care and hygiene products
2. Food and beverage items
3. Electronics that have been opened and used
4. Items on clearance or sale

4. Refund Procedures:

To facilitate a smooth refund process, customers are required to follow these steps:

Step 1: Contact Customer Service
   - Customers should notify Kiboko Enterprises Limited customer service within 7 days of receiving the order.
   - Contact can be made via:
      - Email: kibokoinfo@kibokogroup.com  | Phone: +256 417 100800 | 0706 702293

Step 2: Provide Relevant Information
   - Customers must provide the following details:
      - Order number
      - Description of the issue (e.g., defective, incorrect item)
      - Photographic evidence of the defect or issue

Step 3: Approval and Instruction
   - Upon receipt of the request, our customer service team will review the details and may request additional information if necessary.
   - If approved, instructions for returning the item will be provided.

Step 4: Return Process
   - Customers must securely package the item in its original packaging.
   - Include a copy of the order confirmation inside the package. 
   - Send the package to the specified address provided by customer service.

5. Return Shipment Costs:

- Customers will be responsible for bearing the cost of return shipping for non-defective products. 
- For defective or incorrectly sent items, Kiboko Enterprises Limited will cover the return shipping costs, and customers will receive instructions on how to proceed.

6. Refund Method:

Refunds will be processed within 7-14 business days after receiving and inspecting the returned items. The refunds will be issued in the same method used for the original payment:
   - Mobile Money
   - Bank Transfer
   - Cash on Delivery (for amounts deducted at the time of dispatch)

7. Customer Service Response Time:

Kiboko Enterprises Limited aims to respond to any refund inquiries within 2 business days. This will include receipt confirmation of the refund request and an outline of next steps.

8. Special Lookouts:

- This policy is applicable only to purchases made through the Kiboko Store Online Shopping platform for customers in Kampala, Uganda.
- Refunds are subject to review and may take longer if there are backlogs or additional concerns.

9. Conclusion:

Kiboko Enterprises Limited is committed to ensuring customer satisfaction and providing high-quality FMCG and consumer durable products. Should you have any additional questions or concerns regarding this refund policy, please do not hesitate to contact our customer service team.

Note: This policy may be subject to updates and changes. It is advisable to review this document periodically.