Funamu Refund and Returns Policy

This policy explains when you can cancel, return an item and get your money back on Funamu. It forms part of the Funamu Terms of Service for Customers at funamu.com/terms.

1. Your legal right to cancel

The Electronic Transactions Act, 2011 lets you cancel a purchase within 7 days after you receive it, or within 7 days after you placed the order. When you do:

• you get a full refund of what you paid, within 30 days of cancelling;
• the only amount that may be charged to you is the direct cost of returning the goods.

This right applies whatever a product's return setting says. Goods that cannot be returned by their nature (food and drinks delivered to you, perishable goods, goods made or personalised for you, unsealed recordings or software) are subject to the limits the law allows, and the product page says so. To use the right, open the order and choose Cancel or Request a Return, or email info@funamu.com.

2. How refunds are paid

• Refunds are paid to the mobile money number (MTN Mobile Money or Airtel Money) you paid with, through Funamu's payment service provider.
• A refund is sent once it is approved, and usually reaches your mobile money account the same day it is sent. A refund due under section 1 is paid within 30 days at the latest.
• The app shows the amount, the reason for every decision and the progress of the refund in the order.

3. Cancelling an order before it reaches you

• Unpaid order: an order you have not paid for, which the merchant has not yet taken up, can be cancelled with nothing to pay.
• Paid order: you can cancel an item until it has been handed over to you and confirmed with your PIN.
• Not your doing: if the merchant rejects the order, an item is unavailable or the merchant is suspended, that part of the order is cancelled and refunded in full. A refund request is opened for you automatically.
• Late order: unless the checkout showed a later time that you accepted, an order should reach you or be ready for collection within 30 days. If it has not, tell Funamu Support in the order chat; if it still has not arrived 7 days later, you can cancel and get a full refund.

4. Returning an item

• Each item has 7 days, counted from when it was handed to you with your PIN.
• To return: open Orders, choose the order and go to Returns. Choose the reason and the item's condition, say whether you still have the original packaging, and add photos or a video if you have them.
• Before you confirm, the app shows how to package the item, the return delivery fee and who pays it, the estimated refund and the estimated time.
• After you request the return you have 72 hours to hand the item over. If you miss that time, the app tells you how to start again while you are still within your 7 days.
• Where you hand it over: if it was delivered to you, at a PUDO you choose; if you collected it at a PUDO, at that PUDO or another one in the same city; if you collected it from the merchant, to that merchant. The return is also handed over by PIN.

5. What is refunded on a return

• The merchant is responsible (wrong item, not as described, defective, missing parts, damaged on arrival): the item price and its share of the delivery fee, and the merchant pays the return delivery. Accepted even if the item was opened or used.
• Your choice (change of mind, a wrong size or variant you ordered), within your 7 days: the item price and what you paid for its delivery. Only the direct cost of returning it may be taken off. The item should be complete and not damaged by you; a reduction for damage you caused is shown with the reason.
• Not clear who is responsible: Funamu Support looks at the records and decides, and tells you the reason.
• Some merchants give longer return periods or more generous rules, shown on the product before you buy. You keep whichever is better for you.

6. Parcels not collected at a PUDO

A parcel at a PUDO can be collected for 7 days from the day the app says it is ready. After that it goes back to the merchant, and you get the item price back less the refund transaction cost; the delivery fee is not refunded. There is no storage fee.

7. Services

Delivery is the service Funamu provides. The delivery fee is refunded as described in sections 1, 3 and 5. The fee for a delivery that was attempted is not refunded, except where the law or section 5 says otherwise.

8. Disputes

If something went wrong, or you disagree with a decision, open the order and ask for help. Funamu Support looks at the records (handovers, photos, chats) and gives you a decision with the reason. You can disagree with a decision in the order chat and explain why, and it is looked at again. Nothing in this policy takes away your rights under the laws of Uganda.

9. Contact

DOBOKAKA UG LTD, Kisenyi, Kakiri Town Council, Wakiso District, Uganda. P.O. Box 118605, Wakiso. Email: info@funamu.com. Telephone: 0794 517 813. In the app: open the order and choose Help.