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Return & Refund Policy

Last Updated: July 7, 2026

Our Buyer Guarantee

Because we use a Cash-on-Delivery (COD) model, your strongest protection is inspecting your items the moment our rider arrives. You are never obligated to pay for an item that arrives damaged or incorrect.

1. Reporting an Issue

If you discover a defect or issue after the dispatch rider has left, you have 48 hours from the time of delivery to report the problem.

  • Electronics and hardware must be returned in their original packaging with all included accessories.
  • Perishable goods and custom-ordered items are strictly non-returnable.

2. The Return Process

Kabale Online Marketplace is a platform connecting you to local sellers. When a return is initiated:

  • You will be directed to return the item directly to the seller's physical shop in Kabale town.
  • If the seller verifies the defect, they will provide a direct exchange or a full cash refund.
  • We do not cover the transport costs for returning items to the seller unless the wrong item was dispatched.

3. Deliveries Outside Kabale

For orders shipped to the wider Kigezi region, the upfront transportation fee is completely non-refundable. If an item needs to be returned, the buyer is responsible for coordinating the safe transit of the item back to the seller in Kabale.