Our Terms and Conditions

Return & Refund Policy

Refund policy

We have a 14-day return policy for products purchased through our website and 7 Days for purchases in store

To be eligible for a return, your product or item must be in the same condition that you received it, unopened and in its original packaging. You’ll also need the receipt or proof of purchase. If, items within the packets are tampered with they will not be eligible for a return. To start a return, you can contact us our Customer Service Team. If your return is accepted, we will send you instructions on how we can receive item. Items sent back to us without first requesting a return or Filling out the online form will not be accepted. You can always contact us for any return question on our Website or call us on +256 770 611100 / +256 709 740055

Damages and Issues;

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You fill the infringement report form

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be contacted & refunded on your original payment method. Please remember it can take some time for us to process and post the refund.

Return requirements

  1. Proof of purchase (Customer details profile, order number, invoice, etc.)
  2. The reason for the return product/item must be in accordance with the terms of acceptance of returns (please see terms in the table below)
  3. Original packaging – the manufacturer packaging
  4. Any free promotional items – gifts or accessories delivered with the purchased item
  5. Valid return reason – please refer to the section below for the details

Eco-Mart Customer Product Return Procedures

Return your items by following these steps;

  1. PREPARE THE ITEM

Place the product/item in its original packaging, including any accessories, tags, labels or freebies.

  1. DROP OFF THE ITEMS OR SCHEDULE A PICK UP with our Eco-mart supermarket customer service team

Place the product and/or item(s) in their original packaging with all accessories and drop off your item(s) or schedule a pick-up with one of our delivery service team

  1. REFUND PROCESSED

Once we receive your returned product/ item, we will inspect it and process your refund within 7 business days via payment gateway service or mobile money depending on your selected option, during the time of purchase

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