Effective Date: 26/04/2026

Welcome to www.kampalaarcade.com (“Kampala Arcade Online,” “we,” “our,” or “us”).

Kampala Arcade Online helps customers in Uganda purchase genuine products sourced from Dubai/UAE and delivered to Uganda.

Because many of our products are specially sourced after an order is placed, our return policy differs from traditional local retailers.

1. Order Cancellation Before Sourcing

Customers may cancel an order before we begin sourcing the product from Dubai/UAE.

To request cancellation:

  • Contact us immediately after placing your order
  • Provide your order details

If sourcing has not started:

  • A full refund may be issued

Once sourcing begins, cancellation may no longer be possible.

2. Returns Eligible for Refund or Replacement

You may qualify for a refund, replacement, or exchange if:

  • The wrong product was delivered
  • The product arrives damaged
  • The product is defective
  • The product significantly differs from what was ordered
  • The product cannot be sourced after payment has been made

Claims must be submitted within 48 hours of receiving your order.

3. Items Not Eligible for Return

Returns will not be accepted if:

  • You change your mind after sourcing has started
  • You ordered the wrong item, size, color, or specification
  • The product matches your order but you no longer want it
  • The product has been used, damaged, or altered after delivery
  • The original packaging is missing

4. Non-Returnable Products

The following items may not be eligible for return unless they arrive damaged or defective:

  • Personal care items
  • Cosmetics
  • Perishable goods
  • Customized products
  • Undergarments
  • Opened electronics accessories
  • Products marked as non-returnable

5. Return Condition Requirements

Returned products must:

  • Be unused
  • Be in original packaging
  • Include all accessories/manuals where applicable
  • Be returned in the same condition received

We reserve the right to reject returns that do not meet these requirements.

6. Refund Process

Once your return is approved:

  • Refunds may be processed to your original payment method
     OR
  • Issued as store credit
     OR
  • Replaced with a new product where applicable

Refund processing times may vary depending on payment provider timelines.

7. Shipping Fees for Returns

Shipping fees are generally non-refundable unless:

  • We delivered the wrong item
  • The product was defective
  • The product arrived damaged

Customers may be responsible for return shipping costs in other situations.

8. How to Request a Return

To request a return or refund:

Contact us with:

  • Your full name
  • Order number
  • Product details
  • Reason for return
  • Photos (if product is damaged or incorrect)

Contact Information:

Kampala Arcade Online
 Website: www.kampalaarcade.com
 Email: jkbstat@gmail.com
Phone: +971521524891 for Dubai/UAE and +256774430269 for Kampala.

9. Fraud Prevention

We reserve the right to decline refund requests where:

  • Fraud is suspected
  • False claims are made
  • Return abuse is identified

10. Policy Updates

We may update this Returns Policy at any time.

Changes become effective once posted on our website.