Refund Policy

At Pumzi Teas, we are committed to ensuring your complete satisfaction with our organic tea products. This Refund Policy outlines the terms and conditions for returns, refunds, and exchanges in accordance with the laws of the Republic of Uganda, including the Sale of Goods and Supply of Services Act.

1. Our Satisfaction Guarantee

We stand behind the quality of our products. If you are not completely satisfied with your purchase, we offer a 14-day satisfaction guarantee from the date of delivery.

2. Eligibility for Refunds

You may be eligible for a refund or exchange if:

• The product is damaged or defective upon arrival
• You received the wrong product
• The product does not match its description on our website
• The product is expired or shows signs of spoilage
• You are unsatisfied with the product quality (subject to our discretion)

3. Non-Refundable Items

The following items are not eligible for refunds:

• Products that have been opened, used, or consumed beyond a reasonable tasting amount
• Products returned after 14 days from delivery
• Products damaged due to customer mishandling or improper storage
• Gift cards and promotional items
• Products purchased during clearance sales (unless defective)

4. How to Request a Refund

To initiate a refund or return, please follow these steps:

• Step 1: Contact us within 14 days of receiving your order at [email protected] or call our customer service line
• Step 2: Provide your order number, the reason for the return, and photographs of the product (if applicable)
• Step 3: Wait for our customer service team to review your request and provide return instructions
• Step 4: Ship the product back to us (if required) in its original packaging

5. Refund Processing

Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund.

• Processing Time: All approved refunds are processed within 7-10 business days
• Partial Refunds: May be issued for products that show signs of use or are not in original condition
• Refund Confirmation: You will receive SMS and email confirmation when your refund is processed

6. Return Shipping

• If the return is due to our error (wrong product, defective item), we will cover the return shipping costs
• If the return is due to change of mind or other customer-initiated reasons, the customer is responsible for return shipping costs
• We recommend using a trackable shipping service for returns

7. Exchanges

If you wish to exchange a product for a different variant or flavor:

• Contact us within 14 days of delivery
• The original product must be unopened and in its original packaging
• Exchanges are subject to product availability
• Any price difference will be charged or refunded accordingly

8. Damaged or Defective Products

If you receive a damaged or defective product:

• Contact us immediately (within 48 hours of delivery)
• Provide photographs of the damaged product and packaging
• Do not dispose of the product until instructed
• We will arrange for a replacement or full refund at no additional cost

9. Cancellation of Orders

• Before Shipping: Orders can be cancelled for a full refund if they have not yet been shipped
• After Shipping: Once an order has been shipped, it cannot be cancelled. You may return it following our return policy

10. Consumer Rights Under Ugandan Law

This refund policy does not affect your statutory rights under the laws of Uganda. Under the Sale of Goods and Supply of Services Act, you have the right to:

• Receive goods that match their description
• Receive goods of satisfactory quality
• Receive goods that are fit for purpose
• Seek remedies for faulty goods including repair, replacement, or refund

11. Contact Us

If you have any questions about our Refund Policy, please contact us: