Refund policy

Return and Refund Policy

Effective Date: September 11, 2026

At TheOnlineStoreUG, we want customers to shop with confidence. This Return and Refund Policy explains whether we accept returns, which items are eligible, the time allowed to request a return, how return costs are handled, whether restocking fees apply, and how refunds are processed.

Please read this policy before placing an order.

1. Do We Accept Returns?

Yes. TheOnlineStoreUG accepts eligible returns.

Customers may request a return within 7 days after receiving their order, provided the item meets the eligibility requirements stated in this policy.

We also handle cases where:

• The product arrives damaged or defective.
• The wrong item was delivered.
• An item is materially different from what was ordered.
• An order or product paid for does not arrive, subject to investigation of the delivery issue.

This policy applies to eligible return requests and is not limited only to defective products.

2. Return Eligibility

To be eligible for a standard return, the item must:

• Be returned within 7 days of delivery.
• Be in its original condition.
• Be unused, unless the return is due to a defect or incorrect item.
• Include original packaging, where reasonably possible.
• Include any accessories, manuals, components, or items that were originally supplied with the product.
• Not be damaged due to misuse, improper handling, accidents, unauthorized modification, or use contrary to the product instructions.

We may inspect the returned item before approving a refund.

3. Items We Accept for Return

Eligible products may generally be returned when they meet the conditions in this policy, including:

• Products that are unused and in their original condition.
• Products that arrive damaged or defective.
• Products that are materially different from the item ordered.
• Incorrect items sent to the customer.
• Products with missing components where the order was expected to include those components.

Approval depends on the circumstances of the return and inspection of the item where necessary.

4. Products That May Not Be Eligible for Return

Some products may not be eligible for return where this is clearly stated on the relevant product page or where the item cannot reasonably be returned due to hygiene, safety, customization, or other applicable reasons.

Examples may include:

• Personal-use or hygiene-sensitive products that have been opened or used.
• Customized or personalized products.
• Products damaged after delivery because of misuse, accidents, or improper handling.
• Products with missing parts or accessories that were supplied with the original order.
• Items returned outside the applicable return period, except where required by applicable law or where we have agreed otherwise.
• Products specifically marked on the product page as having different return conditions.

Where a product has an exception to this general policy, the applicable return conditions will be clearly stated before purchase.

5. If Your Product Arrives Damaged or Defective

If your product arrives damaged or defective, please contact us as soon as possible and preferably within 7 days of delivery.

Please provide:

• Your order number.
• A description of the problem.
• Clear photos or videos showing the damage or defect, where possible.

After reviewing the issue, we may request additional information or arrange for the item to be returned or inspected.

If we confirm that the item was damaged or defective before or during delivery, we will provide an appropriate resolution, which may include:

• A replacement, where available.
• An exchange.
• A repair, where appropriate and agreed.
• A full or partial refund, depending on the circumstances.

For confirmed damaged or defective items caused by an issue attributable to us or our delivery process, we will not charge a restocking fee.

6. If You Receive the Wrong Item

If you receive an item that is different from what you ordered, please contact us as soon as possible.

Please provide:

• Your order number.
• A description of the item you expected.
• Photos of the item received, where possible.

Once we confirm that the wrong item was sent, we will provide instructions for resolving the issue.

Depending on availability and circumstances, we may offer:

• The correct replacement item.
• An exchange.
• A refund.

Customers will not be charged a restocking fee for confirmed incorrect items sent by us.

7. If Your Product Never Arrives

If your order has not arrived by the estimated delivery timeframe provided to you, please contact us so we can investigate the delivery.

We may check:

• The delivery address provided with the order.
• Delivery records or tracking information, where available.
• Whether the order was delivered to the correct location.
• Whether there was a failed delivery attempt or another delivery issue.

If we confirm that a paid order was lost, not delivered, or otherwise cannot be fulfilled, we will provide an appropriate resolution, which may include:

• Sending a replacement, where available.
• Providing a refund.

We may require reasonable time to investigate the delivery issue before a refund or replacement is issued.

8. How to Start a Return

To initiate a return, contact The Online Store UG and provide:

• Your full name.
• Your order number.
• The product you want to return.
• The reason for the return.
• Photos or videos, if the item is damaged, defective, or incorrect.

Please do not send an item back before receiving return instructions from us. This helps us identify the order and provide the correct return method or location.

After receiving your request, we will review it and provide further instructions.

9. Return Method

Eligible items must be returned using the return method or instructions provided by us.

Depending on the product and location, returns may be arranged through an agreed drop-off, collection, or other return method.

Customers are responsible for following the return instructions provided for their specific order.

10. Return Shipping Costs

Return shipping costs are handled as follows:

Change-of-Mind or General Returns

 

Damaged, Defective, or Incorrect Items

If we confirm that an item was damaged, defective, or incorrectly supplied due to an error attributable to us, we will not require the customer to pay a restocking fee and we will provide instructions regarding the return or resolution of the item.

Where applicable, return costs for confirmed eligible cases caused by our error will be handled as communicated during the return process.

11. Restocking Fees

We do not charge a restocking fee for eligible returns.

Customers will therefore not be charged a restocking fee when an approved return is processed.

 

12. Refund Amount

Once an eligible return is approved, the refund amount will depend on the circumstances of the return.

For an approved standard return, we will refund the eligible amount paid for the returned product, subject to this policy.

For returns caused by a confirmed error on our part, such as a confirmed damaged, defective, or incorrect item, we will determine the appropriate refund or replacement based on the circumstances.

Any non-refundable delivery or service charges will be clearly handled according to the reason for the return and the applicable terms communicated to the customer before the refund is issued.

We will not deduct a restocking fee from an approved refund.

13. Refund Processing Time

After we receive the returned item, or after a return is otherwise approved where physical return is not required, we will inspect and process the request.

If a refund is approved, we aim to process it within 5 days.

The time it takes for the funds to appear may depend on the payment method, bank, mobile money provider, card issuer, or other payment service used by the customer.

We will provide the refund using the appropriate payment method or another agreed method where necessary and legally permitted.

14. Exchanges and Replacements

Where an item is eligible for an exchange or replacement, this will depend on product availability.

If the requested replacement is unavailable, we may offer another appropriate resolution, including a refund where applicable.

An exchange or replacement request does not guarantee that the same product will always be available.

15. Return Conditions and Inspection

Returned products may be inspected to confirm:

• The product matches the return request.
• The condition of the product.
• Whether the reported damage or defect is present.
• Whether all applicable components and accessories have been returned.

We will not unfairly deny a return or refund that qualifies under this policy. However, returns may be declined where the item does not meet the clearly stated eligibility requirements or where evidence shows that the damage resulted from misuse after delivery.

16. Policy Changes

We may update this Return and Refund Policy from time to time. The version displayed on our website at the time of your purchase will generally apply to that purchase, except where a change is required by law or is otherwise applicable.

17. Contact Us

If you have questions about a return, refund, damaged item, incorrect item, or missing order, please contact The Online Store UG through the contact details provided on our website.

When contacting us about an order, please include your order number so we can assist you more quickly.