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Refund and Returns Policy

At Oceanug, we are committed to ensuring your satisfaction with every purchase. Our Refund and Returns Policy outlines the conditions under which you may request a return, exchange, or refund. Please read this policy carefully to understand your rights and responsibilities.

 


 

1. Returns Eligibility

To be eligible for a return, the following conditions must be met:

  • The item must be unused, in its original packaging, and in the same condition as when you received it.
  • Returns must be requested within 7-30 days (specify time limit) from the date of purchase, depending on product type.
  • Certain products, such as personal care items, perishable goods, or items marked as non-returnable, are exempt from returns.

2. Return Process

  1. Contact Us: Email our customer service team at info@oceanug.com or call us at +256 393 246 459 with your order details and reason for return.
  2. Prepare the Item: Package the item securely in its original packaging, including any accessories, manuals, and free gifts that came with it.
  3. Ship the Item: Ship the product to the return address provided by our team. Please note that you will be responsible for return shipping costs unless the return is due to our error.

3. Refunds

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

  • Approved Refunds: If your return is approved, a refund will be processed within 5-10 business days. Refunds will be credited back to your original payment method or provided as store credit, depending on your preference.
  • Partial Refunds: Partial refunds may be granted in cases where:
    • Items show signs of use or are not in their original condition.
    • Items returned after the specified return period.

4. Exchanges

If you received a defective or damaged item, we will gladly replace it with the same item. If you wish to exchange for a different size, color, or product, please contact us to check availability. You will be responsible for any additional shipping costs associated with the exchange.

 

5. Non-Returnable Items

Certain items cannot be returned, including but not limited to:

  • Perishable items (e.g., food, flowers)
  • Personal care products (e.g., makeup, skin care)
  • Downloadable software or digital goods
  • Clearance items or final sale products

6. Shipping Costs

  • Return Shipping: Customers are responsible for paying return shipping costs unless the item is defective, damaged, or incorrect.
  • Non-Refundable Shipping: Original shipping fees are non-refundable, except in cases where the return is due to an error on our part.

7. Late or Missing Refunds

If you haven’t received a refund within the specified period, please:

  1. Check your bank account or credit card statement.
  2. Contact your bank or credit card company; some processing times vary.
  3. If you’ve done all of the above and still have not received your refund, please contact us at info@oceanug.com.

8. Cancellations

  • Order Cancellations: Orders may be canceled within [insert hours, e.g., 24 hours] of placing the order. After this period, the order may already be in process and cannot be canceled.
  • Refunds for Canceled Orders: If the cancellation is approved, a full refund will be issued to the original payment method.

9. Contact Us

If you have any questions about our Refund and Returns Policy, please feel free to contact us at:

  • Email: info@oceanug.com
  • Phone: +256 393 246 459
  • Address: Oceanug, Kampala Road, Mabirizi Complex, Level 4, Room 25, Kampala, Uganda

Oceanug reserves the right to update or modify this policy at any time without prior notice. Please review this page periodically for changes.