Returns & Refund Policy

Last Updated: July 15, 2025

Our Commitment: At Dazomart, we are committed to providing our customers across Uganda with high-quality products and exceptional service. We understand that sometimes a product may not meet your expectations, which is why we have developed this comprehensive returns and refund policy to ensure your satisfaction.

1. Return Period

You have 14 days from the date of delivery to initiate a return request for most products. This period begins when you or a designated recipient receives the item(s). For certain categories of products, different return periods may apply as specified in the product description.

Return Process Timeline
 
Day 1: Product delivered to your address
 
Days 1-14: Return window – Contact customer service to initiate return
 
Within 3 days: Package product and arrange pickup/drop-off
 
3-7 business days: Processing and refund initiation

2. Return Conditions

To be eligible for a return, your item must meet the following conditions:

Product Condition

Items must be in original condition, unused, and undamaged. Products should be in their original packaging with all accessories, manuals, and documentation included.

Packaging Requirements

All original packaging materials, including boxes, bubble wrap, and protective materials, must be included. Products without original packaging may not be eligible for return.

Tags and Labels

All tags, labels, and stickers must remain attached and intact. Removal of security tags or manufacturer labels may void return eligibility.

Proof of Purchase

You must provide a valid order number, receipt, or proof of purchase. This information is used to verify your order and process the return efficiently.

3. Non-Returnable Items

The following items cannot be returned for hygiene, safety, or legal reasons:

⚠️ Non-Returnable Products:
  • Personal care and hygiene products (cosmetics, skincare, toiletries)
  • Underwear and intimate apparel
  • Perishable food items and beverages
  • Digital products and software licenses
  • Customized or personalized items
  • Items marked as “Final Sale” or “Non-Returnable”
  • Gift cards and vouchers

4. How to Initiate a Return

To start the return process, follow these simple steps:

Step 1: Contact Customer Service

Reach out to our customer service team within the 14-day return window. Provide your order number, reason for return, and any relevant details about the product condition.

Step 2: Return Authorization

Our team will review your request and provide you with a Return Authorization (RA) number if your return is approved. This number is required for all returns.

Step 3: Package the Item

Securely package the item in its original packaging. Include all accessories, manuals, and documentation. Clearly write the RA number on the outside of the package.

Step 4: Arrange Return Shipping

You can either schedule a pickup from our logistics partners or drop off the package at one of our designated collection points in Kampala, Entebbe, Jinja, or Mbarara.

5. Refund Process

Once we receive and inspect your returned item, we will process your refund according to the following guidelines:

✅ Refund Processing:
  • Inspection: 1-2 business days after we receive your return
  • Approval: Refund approved if item meets return conditions
  • Processing: 3-5 business days for refund to be initiated
  • Payment Method: Refund will be processed to your original payment method

Refund Methods

Mobile Money: Refunds to MTN Mobile Money or Airtel Money will be processed within 2-3 business days.

Bank Transfer: Refunds to bank accounts will take 3-7 business days depending on your bank’s processing time.

Credit/Debit Cards: Card refunds may take 5-10 business days to appear on your statement.

6. Exchange Policy

We offer exchanges for defective products, wrong items shipped, or size/color exchanges for eligible products. Exchanges are subject to product availability and must be initiated within the same 14-day return window.

Exchange Process

Contact our customer service team to request an exchange. If the replacement item has a different price, you will be charged or refunded the difference accordingly.

7. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately with photos of the damage. We will arrange for a replacement or full refund at no additional cost to you.

Quality Guarantee: We stand behind the quality of our products. If you receive a defective item, we will make it right with either a replacement or full refund, including any shipping costs.

8. Return Shipping

Customer-Initiated Returns: Customers are responsible for return shipping costs unless the return is due to our error (wrong item, defective product, etc.)

Our Error: If we sent the wrong item or a defective product, we will cover all return shipping costs.

Shipping Options

We work with trusted logistics partners across Uganda to ensure safe and efficient returns:

  • DHL Express Uganda
  • Post Bus Uganda
  • Speedy Courier Services
  • Local pickup points in major cities

9. Restocking Fee

A restocking fee of 10% may apply to certain electronic items that are returned in opened condition but are not defective. This fee will be clearly communicated before processing the return.

10. Policy Updates

This returns and refund policy may be updated periodically to reflect changes in our procedures or legal requirements. We will notify customers of any significant changes via email or through our website.

📞 Customer Service Contact

📱+256 705 204 255
✉️support@dazomart.ug
 

Customer Service Hours: Monday – Saturday, 8:00 AM – 8:00 PM EAT

Your Satisfaction is Our Priority: We are committed to making your shopping experience with Dazomart as smooth and satisfying as possible. If you have any questions about our returns and refund policy, please don’t hesitate to contact our customer service team.