Tembeya Shop

Refund Policy

1. Overview

At Tembeya Shop, we want you to be completely satisfied with your purchase. This Refund Policy outlines the conditions under which you may return products and receive refunds. By purchasing from Tembeya Shop, you agree to the terms of this policy.

This policy applies to all purchases made through Tembeya Shop, including:

  • Website purchases at https://tembeya.shop and https://tembeya.ug
  • Mobile application purchases (iOS and Android apps)
  • Purchases from all vendors on our platform

Individual vendors may have additional return policies, but they must provide at least the minimum protections outlined in this policy.

2. Return Period

You may return most new, unopened items within 7 days of delivery for a full refund. The return period begins on the date you receive the item, as confirmed by delivery tracking or signature.

After 7 days, we cannot offer a refund or exchange unless the item is defective or not as described. Some products may have different return periods as specified in their product descriptions.

During promotional periods or special sales, extended return periods may be offered. These will be clearly communicated at the time of purchase.

3. Return Eligibility

To be eligible for a return, your item must meet the following criteria:

  • Unused Condition: The item must be unused, unworn, and in the same condition as received
  • Original Packaging: The item must be in its original packaging with all tags, labels, and accessories
  • Proof of Purchase: You must provide your order number, receipt, or other proof of purchase
  • Return Window: The return must be initiated within 7 days of delivery
  • Authorization: The return must be authorized by Tembeya Shop or the vendor

Items that do not meet these criteria may be returned at the vendor's discretion, and the vendor may offer a partial refund, exchange, or store credit instead of a full refund.

4. Non-Returnable Items

The following items cannot be returned for a refund or exchange:

  • Personal Care Items: Cosmetics, skincare products, hair care products, and personal hygiene items that have been opened or used
  • Undergarments: Underwear, bras, swimwear, and other intimate apparel for hygiene reasons
  • Perishable Food Items: Food products with expiration dates, refrigerated items, and other perishables
  • Customized Items: Personalized products, custom-made items, and products with custom engravings or prints
  • Digital Products: Software, ebooks, music, games, and other digital downloads
  • Gift Cards: Tembeya Shop gift cards and promotional vouchers
  • Healthcare Products: Medical devices, supplements, and healthcare products once opened
  • Final Sale Items: Items marked as "Final Sale" or "Non-Returnable" at the time of purchase

If you receive a non-returnable item that is defective or not as described, you may still be eligible for a replacement or refund. Please contact customer support for assistance.

5. Return Process

To initiate a return, follow these steps:

5.1 Initiate Return Request

  • Log in to your Tembeya Shop account
  • Go to "Your Orders" and select the order you wish to return
  • Click "Return Item" next to the product you want to return
  • Select a return reason from the provided options
  • Provide any additional details or photos if required
  • Submit your return request

5.2 Return Authorization

Once your return request is submitted:

  • Tembeya Shop or the vendor will review your request within 2 business days
  • You will receive an email with return authorization and instructions
  • If your return is approved, you will receive a return shipping label
  • If your return is denied, you will receive an explanation and may appeal the decision

5.3 Package and Ship Item

After receiving return authorization:

  • Pack the item securely in its original packaging
  • Include all accessories, tags, and documentation
  • Attach the return shipping label to the package
  • Drop off the package at the designated pickup location
  • Keep the tracking number for your records

5.4 Inspection and Processing

Once we receive your return:

  • The item will be inspected within 3-5 business days of receipt
  • We will verify that the item meets the return eligibility criteria
  • If approved, your refund will be processed within 5-7 business days
  • If denied, you will be notified and the item will be returned to you

6. Refund Methods and Timeline

Refunds are processed to the original payment method used for the purchase:

6.1 Mobile Money (MTN/Airtel)

For payments made via MTN Mobile Money or Airtel Money:

  • Refunds are processed within 2-3 business days after return approval
  • The refund will be sent to the same mobile money number used for payment
  • You will receive an SMS notification when the refund is processed
  • If the original number is no longer active, contact customer support to provide an alternative

6.2 Card Payments

For payments made via credit or debit card:

  • Refunds are processed within 5-7 business days after return approval
  • The refund will be credited to the same card used for the purchase
  • The exact timing depends on your card issuer's processing time
  • You may see the refund as a separate transaction on your statement

6.3 Bank Transfer

For payments made via bank transfer:

  • Refunds are processed within 5-7 business days after return approval
  • The refund will be transferred to the same bank account used for payment
  • Bank processing times may vary and are beyond our control

6.4 Cash on Delivery

For payments made via Cash on Delivery:

  • Refunds are processed via bank transfer or mobile money
  • You will need to provide your bank account or mobile money details
  • Refunds are processed within 5-7 business days after return approval

6.5 Store Credit

You may choose to receive store credit instead of a refund to your original payment method. Store credit is issued immediately upon return approval and can be used for future purchases on Tembeya Shop. Store credit does not expire.

7. Return Shipping Costs

Return shipping costs are handled as follows:

  • Defective or Damaged Items: Tembeya Shop covers return shipping costs. We will provide a prepaid return shipping label.
  • Wrong Item Sent: If you receive an item different from what you ordered, we cover return shipping costs.
  • Not as Described: If the item is significantly different from the product description, we cover return shipping costs.
  • Change of Mind: If you simply changed your mind about the purchase, you are responsible for return shipping costs.
  • Order Errors: If Tembeya Shop made an error in your order, we cover return shipping costs.

If you are responsible for return shipping costs, the amount will be deducted from your refund. Return shipping costs are based on the shipping method and destination.

8. Defective or Damaged Items

If you receive a defective or damaged item:

  • Contact us within 48 hours of delivery via customer support or your account
  • Provide clear photos or videos showing the defect or damage
  • Describe the issue in detail and include your order number
  • We will arrange for a replacement or full refund at no additional cost to you
  • You may choose to keep the item (if possible) and receive a partial refund

For defective items, you do not need to initiate a standard return. Our customer support team will handle your case separately and provide expedited resolution.

9. Wrong Item Received

If you receive an item different from what you ordered:

  • Contact us within 7 days of delivery
  • Provide photos of the received item and your order confirmation
  • We will arrange for the correct item to be sent to you at no additional cost
  • You may choose to keep the wrong item (if you want it) and receive a partial refund
  • Or return the wrong item for a full refund or exchange

Return shipping costs for wrong items are covered by Tembeya Shop or the vendor.

10. Exchanges

Exchanges are allowed for items of equal or greater value:

  • Follow the standard return process to initiate an exchange
  • Select "Exchange" instead of "Refund" when submitting your return request
  • Choose the replacement item you want (same or different product)
  • If the new item costs more, you will be charged the difference
  • If the new item costs less, you will receive a refund for the difference
  • If the new item is out of stock, you may choose a different item or receive a refund

Exchanges follow the same eligibility criteria as returns. The exchange must be initiated within 7 days of delivery.

11. Order Cancellations

Order cancellation policies:

  • Before Shipping: You may cancel your order at any time before it ships for a full refund. Go to "Your Orders" and click "Cancel Order."
  • After Shipping: Once your order has shipped, you cannot cancel it. You must follow the return process once you receive the item.
  • Custom Orders: Customized or personalized orders cannot be cancelled once production has begun.
  • Pre-orders: Pre-orders can be cancelled before the shipping date. After shipping, standard return policy applies.

Orders placed on weekends or holidays will be processed on the next business day. Cancellation requests submitted after processing hours will be processed the next business day.

12. Partial Refunds

Partial refunds may be granted in certain situations:

  • If the returned item is not in its original condition, a partial refund may be offered
  • If only part of an order is returned, a partial refund will be processed for the returned items
  • If you choose to keep a defective item, a partial refund may be offered based on the defect severity
  • If promotional discounts were applied, refunds will be calculated based on the actual amount paid

Partial refund amounts are determined at Tembeya Shop's discretion based on the condition of the returned item and the circumstances of the return.

13. Wallet Top-Up Policy

Tembeya Shop wallet top-ups are subject to the following policies:

  • Non-Refundable: Wallet top-ups cannot be refunded under any circumstances. Once funds are added to your wallet, they cannot be returned to your original payment method.
  • Non-Withdrawable: Wallet funds cannot be withdrawn as cash or transferred to bank accounts. Wallet funds can only be used for purchases on Tembeya Shop.
  • Non-Transferable: Wallet funds cannot be transferred to other user accounts or third parties. Each wallet is tied to the individual account holder.
  • Top-Up Limits: Minimum top-up amount is UGX 5,000. Maximum top-up per transaction is UGX 1,000,000. Maximum wallet balance is UGX 5,000,000.
  • Account Closure: If you close your Tembeya Shop account, any remaining wallet balance will be forfeited and cannot be refunded.
  • Security: Wallet transactions are protected by PIN verification. You are responsible for keeping your PIN secure. Tembeya Shop is not liable for unauthorized transactions due to PIN sharing.

By topping up your wallet, you acknowledge and agree that wallet funds are for use on Tembeya Shop only and cannot be refunded, withdrawn, or transferred under any circumstances.

14. Wallet Top-Up Policy

Tembeya Shop wallet top-ups are subject to the following policies:

  • Non-Refundable: Wallet top-ups cannot be refunded under any circumstances. Once funds are added to your wallet, they cannot be returned to your original payment method.
  • Non-Withdrawable: Wallet funds cannot be withdrawn as cash or transferred to bank accounts. Wallet funds can only be used for purchases on Tembeya Shop.
  • Non-Transferable: Wallet funds cannot be transferred to other user accounts or third parties. Each wallet is tied to the individual account holder.
  • Top-Up Limits: Minimum top-up amount is UGX 5,000. Maximum top-up per transaction is UGX 1,000,000. Maximum wallet balance is UGX 5,000,000.
  • Account Closure: If you close your Tembeya Shop account, any remaining wallet balance will be forfeited and cannot be refunded.
  • Security: Wallet transactions are protected by PIN verification. You are responsible for keeping your PIN secure. Tembeya Shop is not liable for unauthorized transactions due to PIN sharing.

By topping up your wallet, you acknowledge and agree that wallet funds are for use on Tembeya Shop only and cannot be refunded, withdrawn, or transferred under any circumstances.

15. Late or Missing Refunds

If you haven't received your refund within the stated timeframe:

  • First, check your bank account or mobile money statement
  • Contact your bank or mobile money provider to inquire about the status
  • It may take additional time for your bank or provider to post the refund
  • If you still haven't received your refund after the stated timeframe, contact us
  • We will investigate and provide an update on your refund status

Please note that we cannot control the processing time of banks, mobile money providers, or card issuers.

15. Refund Disputes

If you disagree with a refund decision:

  • Contact our customer support team to appeal the decision
  • Provide additional evidence or information to support your case
  • We will review your appeal within 5 business days
  • If the appeal is approved, we will process the refund accordingly
  • If the appeal is denied, you may escalate to the Uganda Consumer Protection Authority

We strive to resolve all refund disputes fairly and in accordance with Ugandan consumer protection laws.

16. Vendor-Specific Policies

Individual vendors may have their own return and refund policies that:

  • Offer longer return periods (e.g., 14 or 30 days)
  • Provide free return shipping for all returns
  • Offer instant refunds or store credit
  • Have specific return instructions for certain products

Vendor-specific policies will be clearly stated on the product page and in your order confirmation. These policies must provide at least the minimum protections outlined in this Tembeya Shop policy.

16. Advertising Services Refund Policy

This section applies to vendors who purchase advertising services on Tembeya Shop, including sponsored products, banner ads, and promotional campaigns.

16.1 Advertising Refund Eligibility

Refunds for advertising services may be considered in the following situations:

  • Technical Errors: If a technical error on Tembeya Shop's platform prevented your ad from running properly
  • Billing Errors: If you were incorrectly charged for advertising services (e.g., double charges, incorrect rates)
  • Service Failure: If Tembeya Shop failed to deliver the agreed-upon advertising service (e.g., ad never displayed, placement not honored)
  • Unauthorized Charges: If charges were made to your account without your authorization

Refunds are NOT available for:

  • Ads that performed poorly due to low click-through rates or low engagement
  • Ads that you voluntarily paused or cancelled during the campaign period
  • Ads that were disapproved due to policy violations on your part
  • Ads that were running correctly but did not generate sales
  • Flat-rate advertising fees for completed placement periods

16.2 Advertising Refund Process

To request a refund for advertising services:

  • Contact vendor support within 7 days of the billing date or service failure
  • Provide your campaign or ad ID, and a detailed description of the issue
  • Submit evidence of the technical error or billing discrepancy (screenshots, logs, etc.)
  • Our team will investigate and respond within 5 business days
  • If approved, the refund will be credited to your vendor balance or original payment method

16.3 Budget Refunds

Regarding advertising budgets:

  • Unused Budget: If you cancel a campaign before it begins, 100% of the budget will be refunded
  • Partial Use: If you cancel a campaign after it has started, the remaining unused budget will be refunded
  • Spent Budget: Advertising costs that have already been incurred (impressions, clicks) are non-refundable
  • Flat-Rate Ads: Monthly flat-rate fees are non-refundable once the placement period has begun

16.4 Advertising Performance Disputes

If you disagree with the performance metrics reported for your advertising campaign:

  • Review the performance data in your advertising dashboard
  • Contact vendor support with specific questions about the metrics
  • We can provide additional data and insights to explain the performance
  • If there is a discrepancy in the data, we will investigate and correct any errors
  • Performance-based refunds are not offered for ads that ran correctly but performed below expectations

16.5 Advertising Credit

In some cases, instead of a cash refund, we may offer advertising credit as compensation for service issues. Advertising credit can be used for future advertising campaigns and does not expire. The decision to offer cash refund or advertising credit is at Tembeya Shop's discretion based on the circumstances.

17. Contact Information

For refund-related questions or to initiate a return, contact us:

Email: [email protected]

Phone: +256 700 000 000

WhatsApp: +256 700 000 000

Website: https://tembeya.shop and https://tembeya.ug

Address: Kampala, Uganda

Support hours: Monday-Friday 8AM-8PM, Saturday 9AM-5PM

When contacting us about a return, please have your order number ready for faster service.

Last updated: October 2026 - Advertising refund policy added