MobileHub Uganda Delivery and Return Policy
At MobileHub Uganda, we want customers to understand how orders are delivered and what to do if a purchased product has a problem or does not meet the applicable return conditions.
Please read this policy before placing your order.
1. Delivery
MobileHub arranges delivery in Kampala and other locations in Uganda, subject to availability and the delivery arrangements confirmed for each order.
Estimated delivery times and applicable charges are explained in our Shipping Policy.
Customers should provide accurate delivery details and remain available to receive their orders.
2. Product Condition
Our products may be offered as brand-new or UK-used devices.
Before purchasing, customers should review the product listing for its condition, specifications, storage capacity, included accessories and warranty information.
If any important details are unclear, contact our team before completing the purchase.
3. Reporting Incorrect or Damaged Orders
If you receive a product that is incorrect, visibly damaged on arrival or materially different from the description, contact MobileHub.ug as soon as possible with in 48hours of delivery.
Please provide:
- Your order number or proof of purchase.
- The product name and model.
- A description of the problem.
- Clear photographs or videos where relevant.
Please retain the product, packaging and included accessories while we assess your claim.
Where a product is confirmed to have been supplied incorrectly or damaged before delivery, we will work with you to arrange an appropriate remedy, subject to applicable law.
Depending on the circumstances, this may involve a replacement, repair or refund.
4. Returns for Change of Mind
If you change your mind after purchasing a product, you may request a return within 7 calendar days of delivery, subject to the conditions below.
To qualify for a change-of-mind return:
- The product must be unused and in its original condition.
- The original packaging, manuals and included accessories must be returned.
- The product must not show signs of physical damage, liquid damage, tampering or misuse.
- The product must not have been altered, repaired or modified by an unauthorised person.
- Proof of purchase must be provided.
For phones and other electronic devices, the return must also comply with reasonable security and data-protection requirements for consideration. Customers should remove personal accounts and data before returning a device where applicable.
Important: If a product is opened, activated or used, contact us before returning it. We will assess the request under the applicable return conditions and legal requirements.
Nothing in this policy excludes remedies required by applicable law.
5. Products That Cannot Be Returned for Change of Mind
Subject to any rights provided by applicable law, change-of-mind returns may not be accepted for products that:
- Have been physically damaged after delivery.
- Have been modified, repaired or tampered with without authorisation.
- Are missing essential accessories or components.
- Show signs of misuse or liquid damage.
- Cannot be returned in a condition that meets the applicable return requirements.
These exclusions do not prevent customers from seeking an appropriate remedy for a product that is faulty, incorrectly supplied or otherwise covered by applicable consumer protection requirements.
6. How to Request a Return
To request a return:
Step 1: Contact our team by phone or email.
Step 2: Provide your order details, the product name and the reason for the return.
Step 3: Wait for our team to review your request and provide return instructions.
Step 4: Return the product using the agreed method and include the required accessories and documentation.
Please do not send a product back without contacting us first. This allows us to confirm the appropriate return location and procedure.
7. Return Delivery Costs
For an approved change-of-mind return, the customer will generally be responsible for the cost of returning the product.
Where a return is necessary because MobileHub.ug supplied the wrong product or a product is confirmed to have arrived damaged or faulty, MobileHub will explain the return or collection arrangements and cover applicable return costs where required by our policy or applicable law.
Any applicable delivery charges will be explained during the return process.
8. Refunds
Once a returned product has been received and inspected, we will inform you of the outcome.
If a refund is approved, it will be processed using the original payment method where practicable, or another method agreed with the customer.
Refund processing time may depend on the payment provider or financial institution.
Where a refund is due, we will communicate the expected processing time frame usually from same day to 7 days depending.
We will not charge an undisclosed restocking fee.
9. Faulty Products and Warranty
Warranty coverage varies by product and may depend on the device, condition, manufacturer and supplier arrangements. Brand new phones are covered by a 1-year warranty, subject to the applicable warranty terms. UK-used devices carry a 6-months warranty, where stated on the product listing. Warranty does not cover damage caused by accidents, liquid exposure, unauthorised repairs, misuse, or other exclusions clearly stated in the applicable warranty terms.
Please check the product listing or contact us before purchasing if you need clarification about warranty coverage.
If a device develops a fault, contact MobileHub with your proof of purchase and a description of the problem.
We will assess the matter and explain the applicable warranty or other remedies. Warranty terms do not replace any rights available under applicable law.
10. Order Cancellations
If you wish to cancel an order before dispatch, contact us immediately.
We will check whether the order can be cancelled and explain any applicable refund arrangements.
Orders that have already been dispatched may be handled under the relevant return provisions.
11. Contact Us
For delivery, return, refund or warranty enquiries:
MobileHub Uganda
Phone: +256 704 268 743
Email: info@mobilehub.ug
Address: City Plaza, Room B11, opposite City Square, Kampala, Uganda.