Return & Refund Policy

Last updated: 2026

Every order is sourced from our overseas suppliers and shipped to Uganda, so returns work a little differently from a local shop. This page explains what's covered and how to request a refund or replacement.

Cancelling before it ships

You can cancel an order for a full refund at any time before it has been forwarded to the seller for shipping. Once it has shipped, it can no longer be cancelled — the options below apply instead.

Damaged, wrong, or faulty items

If what arrives is damaged, defective, or not what you ordered, contact us within 7 days of delivery with:

• Your order number.
• Clear photos (or a short video) of the item and its packaging.
• A description of the problem.

We will arrange a replacement or a refund, whichever the seller's resolution allows. This is at no extra cost to you.

Changed your mind

Because each item is sourced individually per order, we generally cannot accept a return simply because you no longer want an item, unless the specific seller's listing states otherwise. Check with support before assuming an item is returnable.

Not eligible for return

• Items without a fault, once used or with removed tags/seals.
• Underwear, swimwear, and other intimate or hygiene items.
• Custom, personalised, or made-to-order items.
• Any claim made more than 7 days after delivery.

Refunds

Approved refunds are sent back to the mobile money number used at checkout. Refund processing typically takes 3–10 business days after approval, depending on the seller's response time and your network provider.

Shipping costs

For faulty, damaged, or wrongly sent items, MrSqoopExpress covers the cost of putting it right. For all other approved returns, return shipping is the customer's responsibility.

Request a return or refund

Email support@mrsqoopexpress.com with your order number, or use Track Order to check your order status first.