Effective Date: January 21, 2022

At Jojo.ug, we strive to ensure that our customers are completely satisfied with their purchases. If for any reason you are not happy with your order, we offer a straightforward returns and refund process as outlined below.

1. Returns

We accept returns under the following conditions:

• Eligibility for Return: Items can be returned within 14 days of delivery for a full refund or exchange, provided they are in their original condition, unused, and in the original packaging.
• Non-returnable Items: Certain items cannot be returned due to hygiene or safety reasons, including but not limited to:
  • Underwear, swimwear, and personal care products
  • Gift cards and digital products
  • Items that have been opened or used unless they are defective

2. Process for Returning Items

To initiate a return, please follow these steps:

1. Contact Us: Reach out to our customer support team via email at support@jojo.ug or by phone at +256740600743 within 14 days of receiving your order. Please provide your order number, details of the item(s) you wish to return, and the reason for the return.
2. Return Authorization: We will provide you with a Return Authorization (RA) number and further instructions on how to send your item back to us. Please include the RA number with your returned package to ensure proper processing.
3. Return Shipping: You will be responsible for the return shipping costs, unless the item was defective or we made an error in your order. We recommend using a traceable shipping service for returns as we are not responsible for items lost in transit.
4. Inspection: Once we receive the returned item, it will be inspected to ensure it meets the return eligibility criteria (unopened, unused, and in original packaging). If the item meets these conditions, we will proceed with a refund or exchange.

3. Refunds

If your return is approved, we will process your refund based on your original method of payment. Please note the following:

• Refund Timeframe: Once your return is processed, refunds typically take 5-10 business days to reflect in your account, depending on your payment method.
• Partial Refunds: In some cases, a partial refund may be issued if the returned item is damaged, missing parts, or not in original condition.

4. Exchanges

If you would prefer to exchange an item for a different size or product, we will happily assist. Please follow the same steps for returns, and once we receive your returned item, we will process the exchange based on availability. If the new item has a different price, you will be asked to pay the difference or receive a refund for the price difference, as applicable.

5. Defective or Damaged Items

If you receive an item that is defective, damaged, or incorrect, please contact our customer support team immediately, providing clear details and photos of the issue. In these cases:

• We will cover the cost of return shipping.
• We will either provide you with a replacement or process a full refund, depending on your preference and product availability.

6. Cancellations

If you wish to cancel an order, please contact us as soon as possible. Orders can only be canceled before they are processed and shipped. Once an order has been shipped, the standard return process applies.

7. Customer Support

For any questions, concerns, or assistance regarding our return and refund process, please contact our customer support team at:

Jojo.ug
Email: support@jojo.ug
Phone: +256740600743
Address: Plot 21A Port Bell Road, Nakawa Kampala Uganda

We are committed to providing an excellent shopping experience and will do our best to resolve any issues promptly.

By shopping with Jojo.ug, you agree to the terms of this Refund and Returns Policy.