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Returns & Refund Policy

1. Returns & Refund Policy

Return Eligibility & Window

At Pearlshop, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we offer a 7-Day Return & Exchange Window from the date of physical receipt.

To be eligible for a return:

  • The item must be unused, in its original condition, and in original packaging.
  • Proof of purchase (order confirmation or receipt) must be provided.
  • Non-returnable items include perishable goods, personal hygiene products, opened underwear/apparel, and final clearance items.

Return Process

  • Initiate Request: Contact customer support via WhatsApp or Phone at +256 764 060 059 or email info@pearlshop.ug with your order number and clear photos/videos of the item.
  • Review & Approval: Our team will review your request within 24-48 hours.
  • Item Return: Once approved, drop off the item at our Kampala pickup location or arrange courier transit to our hub.

Return Shipping Costs

  • Defective, Damaged, or Incorrect Items: Pearlshop covers 100% of return logistics fees or provides a free replacement.
  • Change of Mind / Voluntary Returns: The customer covers all courier drop-off or transportation fees.

Refunds & Store Credits

  • Mode of Refund: Approved refunds are processed via Mobile Money (MTN/Airtel) or Bank Transfer within 3-5 business days after physical inspection of the returned product.
  • Non-Refundable Fees: Original shipping charges are non-refundable unless the return is due to a merchant error (damaged or incorrect product).

2. Terms & Conditions

1. General Conditions

By accessing or purchasing from Pearlshop (pearlshop.ug), you agree to these Terms and Conditions. We reserve the right to update these terms at any time.

2. Product Information & Pricing

  • All prices are displayed in Ugandan Shillings (UGX) and are inclusive of applicable sales taxes unless specified otherwise.
  • We make every effort to display product images, specifications, and colors accurately. Slight variations due to lighting or screen resolution may occur.
  • In the event of a pricing error on the site, Pearlshop reserves the right to cancel unfulfilled orders and issue a full refund.

3. Order Acceptance & Cancellations

  • Receiving an electronic order receipt does not signify final order acceptance. We reserve the right to decline or limit order quantities for business or stock availability reasons.
  • Customers may cancel an order free of charge prior to dispatch by contacting us immediately via phone/WhatsApp at +256 764 060 059.

4. Limitation of Liability

Pearlshop shall not be liable for indirect, incidental, or consequential damages resulting from product misuse, improper installation, or carrier delays beyond reasonable control.

3. Billing & Payment Policy

Accepted Payment Methods

Pearlshop provides safe, transparent payment options at checkout:

  • Mobile Money: MTN Mobile Money & Airtel Money (Direct push or manual transfer).
  • Cash on Delivery (COD): Available for selected eligible items within Greater Kampala.
  • Bank Transfer: Available upon request for high-value or bulk orders.

Payment Terms & Security

  • No Hidden Fees: The total order cost displayed at checkout (including item price and applicable delivery fees) is the final amount you pay. No additional hidden charges apply.
  • Pre-payment Verification: For upcountry deliveries outside Greater Kampala or custom-ordered heavy equipment, partial or full pre-payment via Mobile Money may be required before courier dispatch.
  • Transaction Security: We do not collect or store full credit card credentials or Mobile Money PINs on our website servers.

4. Privacy Policy

1. Information We Collect

We collect necessary customer information to fulfill orders and provide support, including:

  • Full Name, Phone Number, and Delivery Address.
  • Email Address (for order tracking and receipts).
  • Transaction details (Mobile Money phone numbers used for billing).

2. How We Use Your Information

Your data is strictly used for:

  • Order processing, shipping, and delivery updates via Call/WhatsApp/SMS.
  • Customer service communication and return processing.
  • Optional promotional emails (only if opted in).

3. Data Protection & Third-Party Sharing

  • We never sell, rent, or trade customer data to third-party advertisers.
  • Customer address and contact information are shared solely with authorized courier partners for order delivery.

4. Contact Information

For privacy inquiries or data requests, contact: