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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.

1. Eligibility 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.

2. Non-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”

3. Damaged 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.

4. Refund 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 issued via Mobile Money or store credit.

5. Exchange 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.

6. Return 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.

7. How to Request a Return

  1. Contact our customer support via phone or email within 2 days of delivery.
  2. Provide your order number and describe the issue (attach photos if applicable).
  3. 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.

8. Contact Us

If you have any questions about our return or refund process, please reach out to us:

Kwesi Stores
Kampala, Uganda
Phone: +256 752 996 276
Email: support@kwesistores.com
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