Last Updated: June 8th, 2025

Your Satisfaction is Our Priority

At Namstores UG, we want you to be completely happy with your purchase. We stand by the quality of our products, but we understand that sometimes things just don't work out. If you're not 100% satisfied, our straightforward return process is here to help.

Our 14-Day "Make it Right" Guarantee

You have a full 14 days from the day your order is delivered to request a return for a refund or an exchange.

For a successful return, we just ask that the item is:

  • In its original, unused condition. This means it hasn't been used or installed.

  • Complete with all original packaging, manuals, and accessories.

  • Accompanied by your proof of purchase (like your order number or receipt).

How to Start a Return (It's Easy!)

Step 1: Get in Touch with Us First

Within 14 days of receiving your item, please reach out to our friendly team:

Please provide your order number so we can find your purchase quickly. If the item is damaged or faulty, sending a quick photo or video helps us solve the problem even faster!

Step 2: We'll Guide You on What's Next

Our team will provide you with a return authorization and explain the simple steps for getting the item back to us. You'll need to repackage the item securely in its original box.

Step 3: Inspection & Processing

Once we receive the returned item at our facility, our team will inspect it within 2 business days. As soon as it's approved, we will process your refund or exchange.

Refund Details

  • How Refunds are Issued: Refunds will be sent back to your original payment method. For most of our customers in Uganda, this will be via MTN Mobile Money or Airtel Money.

  • Full Refunds: You will receive a full refund if an item arrives damaged, is defective, or if we made a mistake and sent the wrong product.

  • Partial Refunds: If an item is returned with signs of use, is damaged, or is missing parts, a partial refund may be issued. We will always communicate this with you transparently.

Who Covers the Return Cost?

  • If it's our fault (damaged, defective, or wrong item): The return is completely free. We will cover the cost.

  • If you've changed your mind: For "change of mind" returns, the customer is responsible for the return delivery cost.

A Note on Non-Returnable Items

For health and safety reasons, we cannot accept returns on certain items if they have been opened or used. This includes:

  • Personal care items (like electric shavers or hair straighteners).

  • Opened software or digital products.

Warranty & Repairs After 14 Days

Most of our appliances come with a manufacturer's warranty (typically 1-3 years). If you experience an issue after the 14-day our return period has passed, we're still here to help!

Just contact us at customer@namstoresug.com, and we will help connect you with the brand's official service center for warranty claims and repairs.

Questions? We're Here to Help!

Our goal is to make this process as smooth as possible. Don't hesitate to reach out.