UPass Store (U) – Refund & Returns Policy

Last Updated: January 2026

1. Introduction

UPass Store (U) is Kampala’s number one online store and multi-vendor digital marketplace, committed to providing customers with a fair, transparent, and reliable shopping experience. We understand that sometimes products may not meet expectations, arrive damaged, or require return or refund due to legitimate reasons.

This Refund & Returns Policy explains:

1. When you are eligible for a return or refund
2. The conditions under which refunds are issued
3. The responsibilities of customers, sellers, and UPass Store (U)
4. How refunds are processed and timelines involved

This policy applies to all purchases made through the UPass Store (U) website and mobile applications, unless otherwise stated for specific products or services.

2. Scope of This Policy

This Refund Policy applies to:

1. Customers purchasing physical or digital products
2. Sellers listing products on the UPass Store (U) platform
3. Delivery partners involved in order fulfillment

Because UPass Store (U) operates as a multi-vendor marketplace, refunds may involve coordination between:

1. The customer
2. The seller or merchant
3. The UPass Store (U) support and payment system

3. General Refund Principles

UPass Store (U) follows these core principles:

1. Refunds are issued only where valid reasons are established
2. All claims are reviewed fairly and objectively
3. Refunds follow clear timelines and verification procedures
4. Abuse of the refund system is not tolerated
5. Consumer rights under Ugandan law are respected

4. Eligibility for Returns and Refunds

You may request a return or refund if any of the following conditions apply:

A. Damaged or Defective Products

1. Item arrives broken, leaking, malfunctioning, or unusable
2. Damage occurred before or during delivery
3. Manufacturing defects confirmed upon inspection

B. Wrong Item Delivered

1. Incorrect product delivered
2. Wrong size, color, model, or specification
3. Missing components or accessories

C. Incomplete Orders

1. Part of the order is missing
2. Quantity delivered is less than what was paid for

D. Product Not as Described

1. Item significantly differs from the description or images shown
2. Misrepresentation of features, condition, or functionality

E. Failed Delivery with Successful Payment

1. Payment completed but product not delivered
2. Order cancelled due to seller or logistics failure

5. Items Not Eligible for Refund or Return

For safety, hygiene, legal, and operational reasons, the following items are not refundable unless damaged or incorrect upon delivery:

1. Perishable goods (food, groceries, flowers)
2. Personal hygiene and beauty products (if opened)
3. Underwear, swimwear, and intimate apparel
4. Digital products after successful download or activation
5. Gift cards, vouchers, and wallet credits
6. Customized or personalized items
7. Items marked “Non-Returnable” on the product page

6. Return Timeframes

Customers must initiate a return request within the following periods:

1. Physical products: Within 48 hours of delivery
2. Electronics and appliances: Within 24 hours of delivery
3. Digital products: Immediately upon issue discovery, before use

Requests submitted outside these timelines may be declined unless exceptional circumstances apply.

7. Conditions for Accepting Returns

Returned items must meet the following conditions:

1. Item must be unused and in original condition
2. Original packaging, tags, manuals, and accessories must be included
3. Proof of purchase (order ID or receipt) must be provided
4. Product must not show signs of misuse, alteration, or damage caused after delivery

UPass Store (U) reserves the right to inspect returned items before approving a refund.

8. How to Request a Refund or Return

To initiate a refund or return:

1. Log in to your UPass Store (U) account
2. Go to My Orders
3. Select the affected order
4. Click Request Refund / Return
5. Provide the reason and upload supporting evidence (photos/videos)
6. Submit the request

Alternatively, you may contact UPass Store (U) Customer Support through the app or website.

9. Review and Approval Process

Once a request is submitted:

1. The request is reviewed by UPass Store (U) Support
2. The seller may be consulted for verification
3. Delivery reports and system logs may be reviewed
4. Additional information may be requested from the customer

Approval or rejection decisions are typically made within 3–5 business days.

10. Refund Methods

Approved refunds are processed using one of the following methods:

A. Original Payment Method

1. Mobile Money (MTN MoMo, Airtel Money)
2. Bank transfer (where applicable)

B. UPass Wallet Credit

1. Instant credit for faster resolution
2. Can be used for future purchases

The refund method depends on:

1. Original payment method
2. Transaction type
3. System and regulatory limitations

11. Refund Processing Timelines

Once approved:

1. Mobile Money refunds: 3–7 business days
2. Bank refunds: 5–10 business days
3. Wallet credits: Immediate or within 24 hours

Delays may occur due to:

1. Payment provider processing times
2. Public holidays
3. Network or banking issues

12. Seller Responsibilities

Sellers on UPass Store (U) are required to:

1. Accurately describe products
2. Deliver products in good condition
3. Cooperate with refund investigations
4. Accept legitimate returns
5. Maintain quality and compliance standards

Repeated refund complaints may result in:

1. Seller penalties
2. Temporary suspension
3. Permanent account termination

13. Customer Responsibilities

Customers are expected to:

1. Review product details before purchase
2. Inspect items upon delivery
3. Provide accurate delivery information
4. Use products responsibly
5. Avoid fraudulent refund claims

False or abusive refund requests may result in account restrictions.

14. Delivery-Related Refunds

Refunds related to delivery issues may apply if:

1. Delivery is unreasonably delayed
2. Order is cancelled due to logistics failure
3. Item is lost during delivery

UPass Store (U) will investigate and determine liability between the seller and delivery partner.

15. Partial Refunds

Partial refunds may be issued in cases where:

1. Part of the order is missing
2. Item is damaged but usable
3. Customer agrees to retain the item at a reduced price

16. Dispute Resolution

If a refund dispute arises:

1. UPass Store (U) will act as a neutral mediator
2. Evidence from all parties will be reviewed
3. Final decisions are made in line with platform policies and Ugandan law

UPass Store (U)’s decision on disputes is final, without limiting statutory consumer rights.

17. Abuse and Fraud Prevention

UPass Store (U) actively monitors refund activity to prevent:

1. Repeated false claims
2. Product switching
3. Chargeback abuse

Accounts found engaging in abuse may be suspended or permanently banned.

18. Policy Updates

UPass Store (U) reserves the right to update this Refund Policy at any time.

Changes will be communicated through the platform and will apply to future transactions.

19. Contact Information

For refund-related inquiries:

UPass Store (U) – Customer Support

📍 Kampala, Uganda

📧 support@upassstore.ug

📱 Support via App & Website

20. Conclusion

UPass Store (U) is committed to maintaining a fair, transparent, and customer-focused refund system that balances consumer protection with seller accountability. Our goal is to build trust and confidence in online shopping across Kampala and Uganda.