At Decus App, we strive to provide the best possible shopping experience for our customers. However, we understand that sometimes issues may arise, and refunds may be necessary. This refund policy outlines the circumstances under which refunds will be issued, the process for requesting a refund, and the timeframe for processing refunds.
Eligibility for Refunds
Refunds are eligible for the following reasons:
1. Order Cancellation: If an order is cancelled before preparation or shipping, a full refund will be issued.
2. Non-Delivery: If an order is not delivered within the estimated delivery time, a full refund will be issued.
3. Defective or Damaged Products: If a product is received defective or damaged, a full refund or replacement will be issued.
4. Incorrect Order: If an incorrect order is received, a full refund or replacement will be issued.
5. Product Not As Described: If a product does not match the description provided on the platform, a full refund will be issued.
Refund Process
To initiate a refund, please follow these steps:
1. Contact Our Customer Support Team: Reach out to our customer support team via phone, email, or in-app chat.
2. Provide Your Order Number and Reason for Refund: Please provide your order number and a clear explanation of the reason for the refund request.
3. Our Team Will Review Your Request: Our customer support team will review your refund request and verify the details.
4. Refund Processing: If the refund request is approved, our team will process the refund within the specified timeframe.
Refund Methods
Refunds will be issued through the original payment method.
Timeframe for Refunds
Refunds will be processed within 3-5 business days from the date of request. Please note that refund processing times may vary depending on the payment method and bank processing times.
Exceptions
The following cases are exempt from refunds:
1. Change of Mind: Refunds will not be issued for change of mind or personal preference.
2. Used or Consumed Products: Refunds will not be issued for products that have been used or consumed.
3. Products with Expiry Dates: Refunds will not be issued for products with expiry dates that have passed.
Contact Us
For any questions or concerns about our refund policy, please contact our customer support team:
Email: mailto:support@decusapp.com
Phone: +256 756 918 492
In-app Chat: Available 24/7
Governing Law
This refund policy shall be governed by and construed in accordance with the laws of Uganda.
Changes to Refund Policy
We reserve the right to modify or update this refund policy at any time without prior notice. Changes will be effective immediately upon posting on our website.
Acceptance
By using our platform, you acknowledge that you have read, understood, and agree to be bound by this refund policy.
Last Updated: 31st December 2024
