Shipping Policy
1. Order Processing Time
All orders are processed within 1–3 business days. Orders are not processed or shipped on weekends or public holidays.
If we are experiencing a high volume of orders or an item is out of stock, there may be slight delays. If there is a significant delay in the shipment of your order, we will contact you via email or phone.
2. Shipping Rates & Delivery Estimates
Shipping charges for your order will be calculated and displayed at checkout.
| Shipping Method | Estimated Delivery Time | Cost |
|---|---|---|
| Standard (Within Uganda) | 2–5 business days | UGX10000 |
| Express Delivery (Uganda) | 1–2 business days | UGX 20000 |
| Regional (East Africa) | 3–7 business days | UGX50000 |
| International Shipping | 7–14 business days | Calculated at checkout |
Note: Delivery timelines are estimates and may vary based on product type, courier availability, and destination.
3. Shipping Locations
We currently ship to:
All locations within Uganda
Selected countries within East Africa (e.g., Kenya, Rwanda, Tanzania)
International shipping available for selected products
4. Vendor-Specific Shipping (Marketplace Orders)
Our platform is a multi-vendor marketplace. Each vendor may set their own:
Shipping methods
Processing times
Delivery fees
Your order may be delivered in multiple shipments depending on the vendor(s) involved.
5. Order Tracking
After your order is shipped, you will receive an email with tracking information (where applicable). You can also view order status in your “My Account > Orders” section.
6. Shipping Delays
We are not responsible for delays caused by:
Natural disasters or bad weather
Courier or transport strikes
Customs clearance
Incorrect shipping information provided by the customer
7. Undeliverable Packages
If a package is returned to us due to:
An incorrect or incomplete address
Failed delivery attempts
We will contact you to:Re-ship the package at your cost
Or issue a refund (excluding shipping charges)
8. Lost or Damaged Items
If your order is lost or damaged during shipping:
Contact us within 48 hours of delivery
Provide photos of the damage (if applicable)
We will coordinate with the vendor or shipping company to resolve the issue
9. Contact Us
For any questions or concerns about your shipment, contact us at:
📧 kenatsystems@gmail.com
📞 +256 704 696184
Refund Policy
1. Overview
We want you to be completely satisfied with your purchase. If you\'re not happy for any reason, we\'re here to help.
This policy outlines how returns, refunds, and exchanges are handled on our platform.
2. Return Period
You may request a return or refund within 7–14 days (customize this) of receiving your item. After this period, we cannot offer a full refund or exchange.
3. Eligibility for Returns
To be eligible for a return:
The item must be unused and in the same condition you received it
It must be in the original packaging
You must have a receipt or proof of purchase
Some items are non-returnable, such as:
Perishable goods (e.g., food, flowers)
Digital products or downloadable software
Personalized or customized items
Health and hygiene items (e.g., undergarments)
4. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and the amount will automatically be credited to your original method of payment within a certain number of days (usually 7–10 business days).
5. Late or Missing Refunds
If you haven’t received a refund:
First, check your bank account again
Then contact your credit card company or payment provider
If you’ve done all of this and still haven’t received your refund, please contact us at:
📧 [your email address]
6. Exchanges
We only replace items if they are defective or damaged. If you need to exchange for the same item, contact us at:
📧 [your email address]
7. Return Shipping
You will be responsible for paying for your own shipping costs for returning items.
Shipping costs are non-refundable.
If you\'re returning a high-value item, consider using a trackable shipping service or purchasing shipping insurance.
8. Vendor-Specific Policies (if using marketplace)
Each vendor may have its own return and refund policy. We recommend checking the vendor’s store page or contacting them directly for their terms.
If your issue is not resolved, you may open a dispute through our platform or email our support team.
9. Contact Us
If you have any questions about our return and refund policy, contact us at:
📧 [kenatsystems@gmail.com]
📞 [+256 704696184]
Cancellation / Return / Exchange Policy
📦 1. Order Cancellation
Orders can be cancelled within 24 hours of placement — provided the item has not yet been shipped.
If your order has already been shipped, it cannot be cancelled.
To request a cancellation, please contact us at:
📞 +256 704 696184
🔁 2. Returns
You may request a return for eligible items within 7 days of receiving the product.
Return Eligibility:
Item must be unused and in original condition
Must be returned with original packaging and proof of purchase
Must not be on the list of non-returnable items below
Non-Returnable Items:
Digital downloads
Perishable goods
Personal care items (e.g., undergarments)
Customized or personalized items
🔄 3. Exchanges
We only replace items if they are:
Defective
Damaged during shipping
Incorrect items sent
To exchange an item, contact us within 48 hours of delivery. Attach photos (if applicable) to help us resolve the issue quickly.
💸 4. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed back to your original payment method within 7–10 business days.
Partial Refunds May Apply If:
The item is not in its original condition
It is returned after the 7-day window
Packaging is missing or damaged
🚚 5. Return Shipping
Customers are responsible for return shipping costs unless the item was incorrect or defective.
We recommend using a trackable shipping service or purchasing shipping insurance.
🛍️ 6. Vendor-Specific Return Policies (For Marketplace Orders)
Individual vendors may have unique return/exchange rules.
Always check the seller’s store policy or contact them before requesting a return.
If your issue is unresolved, escalate to our support team for mediation.
📞 Contact Us
For cancellations, returns, or exchanges:
📧 kenatsystems@gmail.com
📞 +256 704 696184
We’re here to help Monday–Saturday, 9:00 AM – 6:00 PM (EAT).