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HASSLE-FREE RETURNS
Return & Refund Policy
We want you to love your purchase. If something isn't right, we're here to make it right. Simple, fair, and transparent.
📅 Last Updated: February 13, 2026
5-Day Returns
Full Refund Guarantee
Free Return Pickup
No Questions Asked
📑 Quick Navigation
📋
1. Policy Summary
5-Day Satisfaction Guarantee
1
Contact Us
WhatsApp us within 5 days of delivery
2
Pack It Up
Original box, accessories, and receipt
3
We Collect
Free pickup from your location
Two types of returns:
- Defective/Damaged: Full refund or replacement. We cover shipping.
- Change of Mind: Refund minus 15% restocking fee. You pay return shipping.
2. Return Window
You have 5 Calendar Days from the date of delivery to initiate a return.
Day 0
Delivery Day
You receive your order. Inspect immediately.
Day 1-4
Testing Period
Use the product. If any issues arise, contact us.
Day 5
Last Day to Notify
WhatsApp us before the end of Day 5.
Important: Returns initiated after 5 days may be rejected or subject to a reduced refund amount.
3. Eligibility Conditions
To be eligible for a return, your item must meet these conditions:
| Condition | Requirement |
|---|---|
| 📦 Original Packaging | Item must be in original box with all included accessories (charger, cables, manuals). |
| 🧾 Proof of Purchase | Order confirmation or receipt from Papozi.com (WhatsApp message counts). |
| 🔒 Unaltered Condition | No physical damage, unauthorized repairs, or tampering. |
| 📱 Activation Status | iCloud/Google accounts must be removed (for phones/tablets). |
If these conditions are not met, we may reject the return or apply additional fees.
4. Defective or Damaged Items
Full Refund or Replacement
If your item arrives defective, damaged, or not as described, we'll make it right.
Your options:
- Option A: Full Refund — 100% of purchase price refunded to original payment method.
- Option B: Replacement — We'll send a new unit immediately (stock permitting).
- Option C: Store Credit — 110% credit toward future purchase (bonus 10% as apology).
💰 Return Shipping: We cover all shipping costs for defective/damaged items. We'll arrange pickup at no cost to you.
📸 Documentation: Please send photos/videos via WhatsApp showing the defect. This helps us process faster.
5. Change of Mind
Changed your mind?
No problem. We accept returns for non-defective items, with these terms:
- Restocking Fee: 15% of purchase price deducted from refund.
- Return Shipping: Customer pays return shipping costs.
- Condition: Item must be unused, in original packaging, with all accessories and tags.
Example: If you bought a UGX 1,000,000 laptop and changed your mind:
- Refund amount: UGX 850,000 (UGX 1,000,000 - 15% restocking fee)
- You pay return shipping (approx UGX 25,000 - 50,000 depending on location)
We recommend testing your item immediately upon delivery to avoid change-of-mind returns.
6. Non-Returnable Items
For hygiene and security reasons, these items cannot be returned (unless defective):
🎧 Earphones/AirPods
Hygiene reasons
⌚ Smartwatches
If worn/used
🔋 Batteries
Safety regulations
📱 Activated Phones
iCloud/Google accounts locked
💻 Software
Opened software licenses
📦 Custom Orders
Special orders
If your item falls into these categories but is defective, please contact us immediately.
📦
7. How to Return
Returning an item to Papozi.com is simple:
1
Contact Us
WhatsApp +256 776 007 971 with your order details and reason for return.
2
Get Approval
We'll respond within 1 hour with return instructions and a Return Authorization code.
3
Pack Item
Securely pack item in original box with all accessories. Include RA code on package.
4
We Pick Up
For defective items: we arrange free pickup. For change of mind: you arrange shipping.
5
Inspection
We inspect returned item within 1-2 business days of receipt.
6
Refund/Replace
Refund processed or replacement shipped within 24 hours of inspection.
WhatsApp is fastest: +256 776 007 971. We typically respond within 30 minutes.
8. Refund Timeline
Once we receive and inspect your return, here's when you can expect your refund:
| Payment Method | Processing Time |
|---|---|
| 💵 Cash on Delivery | Refund via Mobile Money within 24-48 hours |
| 📱 Mobile Money | Instant to 2 hours (sent back to same number) |
| 🏦 Bank Transfer | 1-3 business days |
| 💳 Card Payment | 3-7 business days (bank dependent) |
You will receive:
- WhatsApp confirmation when we receive your return
- WhatsApp notification when refund is processed
- Mobile Money or bank alert when funds arrive
9. Contact Returns Team
For all return inquiries, our dedicated returns team is ready to help:
- 📱 FASTEST WhatsApp: +256 776 007 971
- Email: returns@papozi.com
- Call: +256 776 007 971 (8am - 9pm daily)
When contacting, please have ready: Order number, item name, reason for return, and photos (if defective).
❓ What if I missed the 5-day window?
Contact us anyway. Depending on the issue, we may still be able to help or offer a partial refund.
❓ Who pays return shipping?
We pay for defective items. Change-of-mind returns are customer's responsibility.
❓ Can I exchange instead of refund?
Yes! Exchanges are processed faster than refunds. Just let us know what you want instead.
❓ How long does inspection take?
Usually 1-2 business days. We'll update you via WhatsApp.