Refund Policy

 

 

Refund Policy

 

For Kalona Online

Last Updated: 28/09/2025

1. Introduction

At Kalona Online, we are committed to providing you with high-quality products and an excellent shopping experience. This Refund Policy outlines the conditions under which we accept returns and issue refunds, in accordance with the laws of the Republic of Uganda.

2. Eligibility for a Refund

You may be eligible for a full refund, replacement, or store credit under the following conditions:

  • Defective or Damaged Products: The product you received is defective, damaged, or not fit for its intended use.

  • Incorrect Items: The item delivered is different from the product you ordered (e.g., wrong size, color, or model).

  • Non-Delivery: Your order was not delivered within the agreed-upon timeframe and has been confirmed as lost by our shipping partners.

3. Returns and Refunds Timeframe

  • Period for Returns: You must notify us of your intent to return a product within seven (7) days from the date of delivery. This is a common and reasonable period for e-commerce returns in Uganda.

  • Condition of the Product: To be eligible for a return, the product must be in its original, unused condition, with all original tags, labels, and packaging intact. We cannot accept returns for products that show signs of use, wear, or damage not caused by shipping.

4. Non-Refundable Items

For hygiene and safety reasons, certain items are non-refundable and cannot be returned, including:

  • Perishable goods (e.g., food, flowers, etc.)

  • Personal care and hygiene products (e.g., cosmetics, sanitary items) if the seal is broken.

  • Items sold on a final sale or clearance basis.

  • Customized or personalized products.

5. How to Initiate a Refund

To request a refund or return, please follow these steps:

  1. Contact Us: Send an email to info@kalonaonline.com or call us  within the 7-day return period.

  2. Provide Details: In your request, please include your:

    • Order number.

    • Name and contact information.

    • A clear description of the issue (e.g., “damaged item,” “wrong size received”).

    • Photographic or video evidence of the product’s condition, especially for damaged or incorrect items.

  3. Return Authorization: Once we review your request and confirm your eligibility, we will provide you with instructions on how and where to return the item. Do not send the product back to us before you receive a Return Authorization from our team.

6. Return Shipping

  • For Defective or Incorrect Items: If the return is due to an error on our part (damaged, defective, or incorrect item), we will cover the return shipping costs. We will provide you with a return label or reimburse you for the shipping fees upon receipt of the item.

  • For Other Reasons: If you are returning an item for any other reason (e.g., you no longer want the item), you will be responsible for the return shipping costs.

7. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • If Approved: Your refund will be processed, and the credit will be automatically applied to your original method of payment.

  • If Rejected: We will contact you to explain the reason for the rejection (e.g., product condition, missed return window). We may, at our discretion, offer to return the item to you at your expense.

Refunds are typically processed within 3 business days after the returned item is received and approved. Please note that it may take additional time for the refund to appear in your bank account, depending on your bank’s processing times.

8. Contact Us

If you have any questions about our Refund Policy, please do not hesitate to contact us at:

Email: info@kalonaonline.com

Phone: