Refund & Return Policy

This Refund & Return Policy applies to every purchase made through FOPEC Shop, whether you paid by MTN Mobile Money, Airtel Money, bank card, or a partial-payment plan. It explains what you can return, how long you have, and how refunds are processed.

By placing an order on FOPEC Shop you agree to this policy. If anything is unclear, contact us before ordering - we are happy to help.

1. Return Window

You may request a return within 4 calendar days of receiving your item. Day 1 begins on the day the item is delivered to you.

Requests made after 4 days will not be accepted unless the item is covered by a manufacturer warranty or was advertised with a longer guarantee.

2. When You Can Return an Item

You can request a return in any of the following situations:

• You received the wrong item (different from what you ordered).
• The item arrived damaged or broken.
• The item is defective - it does not work as described.
• The item is significantly different from the description on the product page.
• The item is missing parts, accessories, or components that were supposed to be included.

Change-of-mind returns are accepted only if the item is still sealed in its original packaging and has not been used. In this case, delivery fees are not refunded.

3. Items That Cannot Be Returned

For hygiene, safety, and legal reasons, the following categories cannot be returned or refunded, even within the 4-day window:

• Innerwear (underwear, bras, socks, swimwear).
• Cosmetics and personal care items that have been opened or used (creams, lotions, soaps, perfumes, makeup, hair products).
• Perishables - fresh food, meat, dairy, produce, and other items that expire or deteriorate quickly.
• Digital downloads, gift cards, and software licences once used.
• Custom-made or personalised items (unless defective).
• Items damaged by misuse, improper installation, or unauthorised repair.

If you are unsure whether your item is eligible, contact us before placing the order and we will confirm.

4. Condition Requirements

To be eligible for a return, the item must be:

• In its original packaging (box, bag, wrapping).
• Complete with all accessories, manuals, tags, and free gifts that came with it.
• Unused and in the same condition as when you received it - except where the item was defective or damaged on arrival.
• Accompanied by proof of purchase (order number, invoice, or the confirmation SMS/email you received).

5. How to Request a Return

Follow these steps:

1. Contact us within 4 days of delivery. Call +256 777 401 511 or +256 709 265 619, or WhatsApp +256 793 076 091.
2. Provide your order number and a short description of the issue.
3. Send clear photos or a video of the item showing the problem (damage, wrong item, missing parts). This helps us approve your request faster.
4. We will review your request and respond within 1 business day with an approval or follow-up questions.
5. If approved, we will arrange pickup or ask you to drop the item off at an agreed location. Do not send items back before approval - unapproved returns may be refused.

6. Refund Timeline and Method

Once we receive and inspect the returned item and confirm it meets the conditions in this policy, we will process your refund within 3 business days.

You may choose how you want to be refunded:

• Original payment method - the money goes back to the same MTN Mobile Money number, Airtel Money number, or bank card you used at checkout. Depending on your provider, it may take an additional 1-3 business days to reflect on your account after we release the funds.
• Store credit - we credit the amount to your FOPEC account instantly. Store credit can be applied at your next checkout and never expires.

Delivery fees are refunded only if the return is due to our error (wrong item, damaged item, or item significantly different from description). For change-of-mind returns, delivery fees are not refunded.

7. Exchanges

If you prefer a replacement instead of a refund, we are happy to exchange your item for another one of equal value. Exchanges follow the same 4-day window and the same condition requirements as returns. If the replacement is priced higher, you pay the difference; if lower, we refund the difference (or credit it to your account).

8. Partial Payment Orders

If you bought an item on our 50% deposit plan, the deposit you paid is treated the same as a full payment for refund purposes. Refunds are always issued in the same way you paid - split if necessary (deposit refunded to your original payment method, and any balance already paid refunded the same way).

9. Damaged or Lost Deliveries

If your item arrives damaged, or is lost in transit, contact us immediately. We will investigate with the delivery rider and either refund you in full, send a replacement, or resolve the matter in whichever way works best for you. Do not accept a delivery that is visibly damaged at the door - if you can, refuse it and inform the rider.

10. Abuse of the Return Policy

We reserve the right to refuse returns and refunds, or to close an account, if we detect repeated abuse - for example, returning items that have clearly been used, deliberately damaging items, or attempting to return items outside our eligible categories.

11. Changes to This Policy

FOPEC Shop may update this policy from time to time. The version published on this page at the time of your order is the version that applies. If we make material changes, we will post a notice on the shop homepage.

12. Contact Us

For any question about a return, refund, or exchange, reach us through:

• Call: +256 777 401 511
• Call: +256 709 265 619
• WhatsApp: +256 793 076 091
• Email: info@fopec.site
• Address: Fort Portal Tourism City, Uganda