Refund & Return Policy
Last Updated: February 25, 2026
1. Return Eligibility
You may return most items within 7 days of delivery for a full refund, provided they meet the following conditions:
- Items must be in original, unused condition
- Items must be in original packaging with all tags attached
- Items must include all accessories and documentation
- Items must not show signs of wear or damage
- Return must be initiated within 7 days of delivery
2. Non-Returnable Items
The following items cannot be returned for hygiene and safety reasons:
- Personal care and hygiene products
- Underwear and intimate apparel
- Food items and perishables
- Custom or personalized items
- Digital products and software
- Items marked as "Final Sale" or "Non-Returnable"
- Gift cards and vouchers
3. How to Return Items
Step 1: Contact Us
Contact our customer service team to initiate a return:
- Email: artmaexpress@gmail.com
- Phone: +256741592049
- WhatsApp: +256741592049
Step 2: Get Return Authorization
Provide your order number and reason for return. We'll provide you with a Return Authorization Number and return instructions.
Step 3: Package Items
Securely package the items in their original packaging. Include the Return Authorization Number and a copy of your order confirmation.
Step 4: Ship or Drop Off
Ship the package to our return address or drop it off at our designated location (details provided with return authorization).
4. Return Shipping
- Defective/Wrong Items: We cover return shipping costs
- Change of Mind: Customer is responsible for return shipping costs
- Local Returns: Free drop-off at our Kampala location
- Damaged in Transit: We cover all return costs and provide replacement
5. Refund Processing
Processing Time
- Refunds are processed within 3-5 business days after we receive your return
- You'll receive an email confirmation when your refund is processed
- Bank transfers may take 1-3 additional business days to appear in your account
Refund Methods
- Mobile Money: Refunded to the same number used for payment
- Bank Transfer: Refunded to your bank account
- Cash on Delivery: Refunded via mobile money or bank transfer
- Store Credit: Available upon request (no expiration date)
6. Exchanges
We offer exchanges for:
- Different sizes (subject to availability)
- Different colors (subject to availability)
- Defective items
- Wrong items shipped
Exchange requests must be made within 7 days of delivery. If the desired item is not available, we'll process a full refund.
7. Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us immediately with photos of the damage
- We'll provide a prepaid return label
- Choose between a replacement or full refund
- Priority processing within 24-48 hours
8. Partial Refunds
Partial refunds may be issued for:
- Items returned without original packaging
- Items with minor damage not caused by shipping
- Items returned after the 7-day return window (at our discretion)
- Items missing accessories or components
9. Contact Information
For all return and refund inquiries, please contact us:
ARTMA EXPRESS Customer Service
Email: artmaexpress@gmail.com
Phone: +256741592049
WhatsApp: +256741592049
Business Hours: Monday - Saturday, 8:00 AM - 6:00 PM (EAT)
10. Policy Updates
This return and refund policy may be updated from time to time. Any changes will be posted on this page with an updated "Last Updated" date. Continued use of our services constitutes acceptance of any policy changes.