Refunds & Returns Policy
Last updated: 23 October 2026
At Orig.ug, we want you to shop with confidence. If an item arrives faulty, is not as described, is not fit for a purpose you told us about before buying, or you change your mind, this policy explains when you can return it and what happens next.
The short version
- Faulty or defective: Report the problem within one month of purchase.
- Not as described: Return the item within 7 days of receiving it.
- Not fit for a disclosed purpose: Return it within 10 days if it cannot do what you explained you needed it to do before buying.
- Changed your mind: Return it within 7 days of delivery, provided it is unopened and still sealed.
Approved refunds are paid by mobile money or bank deposit to an account in your name, within 14 days of inspection. We do not issue cash refunds.
1. When you can return an item
There are four grounds for a return:
- Faulty or defective: The product does not work as it should. Report the problem within one month of purchase.
- Not as described: The item differs significantly from its listing or advertised description. Return it within 7 days of receipt.
- Not fit for a purpose you disclosed: If you explained before buying what you needed the product to do and it cannot do it, return it within 10 days.
- Change of mind: Return the item within 7 days of delivery, provided it remains unopened and sealed. Once the seal is broken, a change-of-mind return no longer applies. This does not affect the other return grounds above.
2. What we need from you
To help us process your return, please provide:
- The item in its original packaging, including accessories, cables and manuals.
- Proof of purchase, such as your order confirmation. We can also look up an order using the phone number used to place it.
- An item without signs of misuse, accidental damage or unauthorised repair.
Please keep the original packaging until you are satisfied with your purchase.
3. What cannot be returned
The following items are exempt from returns under the change-of-mind policy, unless they are faulty or not as described:
- Personal-hygiene products once opened, including earphones and earbuds.
- Batteries and similar items with a limited shelf life.
- Software and digital products once downloaded or activated.
If an exempt item is genuinely faulty or not as described, contact us so we can assess the issue.
4. How to start a return
- Contact us within the applicable return period. Email info@orig.ug or contact our customer support team. Include your order number and a short description of the issue. Photos or a short video can help us assess the problem faster.
- Agree on the return method. We will arrange collection or agree on a suitable way to send the item back.
- Allow us to inspect the item. We will assess the product to help establish whether the issue is a manufacturing fault, a description mismatch or damage.
- Receive a resolution. Depending on the inspection and applicable consumer rights, the outcome may be a repair, replacement or refund.
5. What happens after inspection
Once a return has been assessed and approved, we will explain the available resolution: repair, replacement or refund, as applicable.
If we find signs of accidental damage, liquid damage, misuse or unauthorised repair, we will explain our findings and why the return may not qualify under this policy.
Approved refunds are paid by mobile money or bank deposit to an account in your name, within 14 days of inspection. If you originally paid in cash, the refund will be made by mobile money or bank deposit rather than cash.
6. Who pays for return transport?
- Faulty, defective or incorrectly supplied items: Orig.ug covers the return transport cost within the delivery zones we serve. If you are outside those zones, we will agree on a reasonable return method and cost with you before the item is sent.
- Change-of-mind returns: You are responsible for arranging and paying for return transport. The item must arrive unopened and sealed.
Where the problem was our responsibility, the original delivery fee will also be refunded. Original delivery fees are not refunded for change-of-mind returns.
7. Returns and warranty are different
Our returns policy covers eligible issues reported within the periods set out above. A manufacturer warranty is separate and may provide longer coverage for manufacturing defects, subject to the applicable warranty terms.
If the return period has passed, your item may still qualify for warranty support. Contact Orig.ug and we will help you understand the next steps.
8. Your rights under Ugandan law
Nothing in this policy is intended to limit or remove any consumer rights available to you under applicable Ugandan law. Where a term in this policy conflicts with a right provided by law, the applicable law takes precedence.
9. Contact Orig.ug
For returns, refunds or issues with an order, contact our support team:
Email: info@orig.ug
Phone: 0775372131 / 0750520781
Website: orig.ug
Orig.ug — Genuine Smartphones & Gadgets.
