Return Policy Page

What are the conditions for returning an item?

  • 2 days free returns policy, subject to Terms and conditions.

Requirements for a valid procedure:

  • Proof of purchase – the document handed over to you together with the product, on delivery.
  • Original packaging – the manufacturer packaging.
  • Any free promotional items – gifts or accessories delivered with the purchased item.
  • Valid return reason.

Please Note:

We do not accept returns for items below. For such purchases, please inspect the item carefully upon delivery or pick up and if necessary reject it on the spot:

  • Inner-wear, swimsuits, gym wear, sleep wear
  • Perfumes, jewelry, health & wellness products, adult toys
  • For missing items and damaged products especially broken screens please check with our riders during delivery and reject on the spot.

How do I return an item/ What happens once I have returned an item?

  • For any return request please contact our Customer Service Call Center and fill the form.

What happens once I have returned an item?

  • We will perform a careful quality check.
  • If the claim is valid we will refund you according to your requested refund method.
  • The process may take up to 5 days from when your return request was submitted.
  • If the claim is invalid the item will be sent back to you.
  • We keep track of all return requests and use the data to improve our product quality and service, as well as for customer profiling. Customers with unjustified/invalid returns may be denied the right to return items, place pay-on-delivery orders or even shop on Kibatu in the future.

How much time do I have to return a product to Kibatu?

  • All items sold on Kibatu, under certain conditions, can be returned within a period of 2 days from delivery date.
  • NOTE: You have 2 days to notify us of your return by calling Customer Service, from the day you received your purchase.
  • For defective items, We advise you to contact the manufacturer if the product has a warranty.

How do I send my product to Kibatu?

  • We will make 3 attempts within 2 working days to pick-up the returning item after you submit the return request.
  • Note that for dropping an item off at any pickup station, we will make 3 attempts in 2 days. You will be contacted to ensure you drop off within the 2 days.
  • However, after 3 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore.
  • Please ensure that the package of the returning item is in good condition for the return; any package found to be damaged will be rejected by the rider during collection or sent back after quality check is done.

How do I track my return status?

  • We will keep you updated by email and SMS about the status of your return. For any inquiries contact our Customer Service Call Center.
  • We advise you to check our warranty page to get more information about our warranty policy.

If my returned product is not validated for refund, how do I get informed?

  • If your return is invalid, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
  • Note that we will make two (2) attempts to return the product to you at no cost. However, after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection. If you do not collect the product within these seven (7) days, it will be deemed as forfeited and we will dispose off in accordance with the Ugandan law.

I received something I didn't order. What now?

  • On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order.

Do I have to return all products in my order?

  • No, you do not have to return your entire order. You can return certain product(s).

Can I return my items after the timeline to return has expired?

  • Sorry, returns are not possible after the 2 days return period.

What should I do if I want to exchange a product and it is either sold out or not available?

  • You will have to return your product, within the 2 days after the delivery, and place a new order when it becomes available again.

Do I have to return the free gift when I return a product?

  • Yes, any free gift must also be returned.

Do I have to pay for shipping charges when I return a product?

  • There are no charges for shipping a product back to Kibatu.

What if I have a missing item in my package?

  • We will only be liable if the missing item is reported on the spot. Please ensure to counter-check during pickup/delivery to confirm if all the mentioned items (What's in the box) have been delivered.