From Katwi we want our customers to enjoy an unforgettable shopping experience, therefore, our team is responsible for selecting the best products to guarantee a quality purchase.
As part of the experience, we know that on some occasions we will not be able to fulfill all your expectations, so we offer you service returns and refunds that will allow you to continue to enjoy shopping with us.
Our customers have the right to return the product within 05 natural days. This term will expire on the 05 natural days of the day the product has been received by the customer.
All orders can be cancelled until they are processed. If your order has been paid and you need to change or cancel it, you must contact us within 06 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- you do not receive them within the guaranteed time (45 days not including 2-5 day processing)
- you receive the wrong item
- you do not want the product you have received
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
CONDITIONS TO APPLY FOR A CHANGE OR RETURN
- No refund requests will be accepted after 05 natural days for any reason.
- Return shipping costs are the customer’s responsibility.
- We’ll refund only to the same payment method from where customer originally pay.
- Refund or Changes will be executed once we receive the tracking number from the customer as a guarantee.
- Items that are damaged, dirty, altered, or not in their original boxes or bags will not be accepted for return.
- After we sent the refund confirmation to the customer, the refund can take between 7 to 14 business days to be reflected on your account statement.
Return a defective item
We will do our best to ensure that the products shipped to our customers are in their best conditions. If your product turns out to be defective, please provide us with the following proofs:
- Photos of the front and the back of the package or box
- Partial shipment slips (if applicable)
- Photo or video of the defective item
- Photo or video and a detailed description of the problem
Please email our Customer Service Department at firstname.lastname@example.org, we will offer you a return code (e.g. RETURN12345) and our return address, along with additional important instructions.
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.