Last Updated: November 14, 2025

At Dondolo Shop, we stand by every genuine product we sell. This policy is designed to be fair, firm, and fraud-proof, protecting both your satisfaction and our business in Kampala.

1. Interpretation & Definitions

“We,” “us,” “our” = Dondolo Shop.
“Products” = electronics, phones, tablets, smartwatches, gadgets & accessories.
“You” = the customer.

2. General Return & Refund Conditions

To qualify, ALL must be met:

Condition	Requirement
Return Window	Request within 7 calendar days of delivery.
Original Condition	Unused, sealed packaging, all seals, accessories, tags & gifts intact. No damage or tampering.
Proof of Purchase	Valid receipt or order number.
Defective Products	Notify us within 24 hours of delivery with video/photo evidence. No evidence = no return.

3. Non-Refundable Items & Situations

ZERO refunds for:

Broken seals on software, headphones, earbuds, or hygiene-sensitive items.
Opened software, OS, apps, or digital downloads.
Gift cards.
Customer damage (drops, liquid, scratches, unauthorized mods).
Altered/removed/unreadable serial numbers.
Change of mind or “found cheaper elsewhere.”
Any item not in exact shipped condition.

4. Return Process

Contact Us First
Email support@dondolo.co.ug or WhatsApp within 7 days. Include order number + photos/video.
Get RMA Number
We issue a Return Merchandise Authorization (RMA) number. No RMA = return rejected.
Ship Back
Send to Dondolo Shop, Ground Floor, City Plaza, Kampala Road. You pay shipping + tracking.
Inspection
We inspect within 72 hours of receipt.
Decision
Approved → refund. Rejected → item shipped back at your cost.

5. Refunds (If Approved)

Method: Only to original payment (same MoMo number, card, or bank). No cash.
Timeline: Processed in 7–10 business days after inspection.
Deductions:
– Original delivery fee non-refundable.
– Free delivery? Standard fee (UGX 15,000–35,000) deducted.
– 15 % restocking fee (min. UGX 50,000) on non-defective returns.

6. Warranty Claims

After 7 days: Covered by manufacturer warranty (Apple/Samsung 1-year).
We facilitate but do not replace/refund. Contact official service centres.