This document outlines circumstances under which you (a customer) may cancel, reject, return an order or claim for warranty, refunds or replacements in transactions with kweli.shop.
Cancellations before delivery
Once you place an order with kweli.shop you may cancel the order within 30 minutes and get a full refund of your payment (if you had already paid).
After 30 minutes have passed from the time of order, you may only cancel your order if delivery has been delayed beyond the standard 24 hour delivery time for Kampala, Wakiso and Mukono district areas and 48 hours for the rest of the country without your consent, and you get a full refund of your payment. Please note that we currently do not make deliveries on Sundays.
You cannot cancel an order that is en route to your delivery address of choice within the agreed delivery period.
Accordingly, kweli.shop may not cancel your confirmed order (order under processing) without your permission, unless you breach any of the terms specified in our transaction policies.
Order cancellation fees/fines
If you cancel an order that is due for delivery within the standard delivery period, or extended delivery period (with your permission) you shall be liable to compensate kweli.shop an amount equivalent to 15% of the order amount including shipping/delivery fees (where applicable).
If you force an order to be returned without delivery by cutting communication with the kweli.shop delivery team, you shall be liable to compensate kweli.shop an amount equivalent to 20% of the order amount.
Payment of Cancellation fees/fines
The above cancellation terms apply to all orders irrespective of the payment method or delivery option. In the case of prepaid orders, the cancellation fees will be automatically applied and the rest of the money returned to the customer. In case of cash on delivery orders, the customer will be given a chance to compensate us within 24 hours otherwise we may follow legal procedures to enforce payment.
Change of Mind
If you change your mind and would like to have a different item delivered instead of the one you initially ordered, do reach out and enquire on whether it would still be possible to change the items in your order. Change of mind may not be accepted if the order had already reached a crucial stage such as dispatch unless you are willing to pay an additional change of mind fine/fee (15% of order value).
Returns and Rejection of Order
Any appliances delivered if different from what you ordered for can be rejected upon delivery. We will then deliver your preferred item within 24-48 hours. Our failure to deliver your desired item within this period qualifies you for a 100% refund of your payment.
Replacements and Out of Stock
If you have paid for an item but we are unable to deliver it because it’s out of stock, you can have it replaced with another item of your choice. This may require us to refund part of the payment for the previous item if your previous order is cheaper or vice versa. All items delivered with defects or are faulty due to transportation can be returned/rejected upon delivery, inspected by our technicians and replacements redelivered
If we fail to make a delivery because your preferred item is out of stock, you can request for a refund. This may take 24-48 working days depending on your method of payment.
All funds are to be refunded to you via the method of payment you used to make payment for the order.
All of the electronic appliances sold on Kweli.shop have free manufacturer’s servicing and parts warranties ranging from one year to more than ten years. The right to warranty is waived when an appliance has been damaged due to power surges and electrical abnormalities in one’s home. Appliances that must be installed by our technicians if installed by the client might lose their warranty.
You are entitled to have your appliance repaired, this may be done from your home (free servicing offered by different brands) or at our service centre depending on the size of the item.
kweli.shop reserves the right, at its discretion, to change, modify, add, or remove portions of these policies at any time by posting the amended policies. Please check these policies periodically for changes.