Customer Care · Returns & Refunds
2-Day Return Policy
What qualifies
The 48-hour window starts when the item is received by you or collected on your behalf. A return request may be approved when an item is defective or materially incorrectly graded compared with the condition and disclosures shown in its listing.
- Ordinary wear, flaws already disclosed in the listing, change of mind, and fit or style preference do not qualify on their own.
- Keep the item in the condition it arrived in. Do not wear, wash, alter, repair, or add damage to it while your request is reviewed. Leave the Adonai barcode tag, factory tags, and packaging in place where supplied.
- The condition of the item is checked against the receipt and original listing. The defect or grading issue you reported will not itself count as new damage.
How to request a return
- Contact Customer Care within 48 hours of receipt. Include your order or receipt number, the phone number used for the order, and a short description of the issue.
- Send clear photos or a short video showing the defect or grading difference. Keep the item and its tags until we respond.
- Wait for approval and handoff instructions. Please do not send a rider, courier, or parcel to the store before our team confirms the return plan.
Cash refund or store credit
Once an eligible return is approved and inspected, we will confirm the resolution with you. If you request a refund, it is returned through the original payment method: cash purchases and Cash on Delivery are refunded in cash at the agreed handoff; card, Mobile Money, and bank payments are refunded through the original payment channel, subject to that provider's processing time.
You may choose store credit instead of a refund, including when you would prefer to exchange for another available item. Store credit is for a future Adonai Store purchase and is not redeemable for cash. We will not replace an agreed cash refund with store credit without your agreement.
Pick-up and drop-off
Kampala drop-off: After Customer Care approves the return, bring the item and your receipt or order number to Adonai Store, Plot 45 Salama Road / Kibuli, Kampala, Uganda. Contact us first to confirm the handoff time and avoid a wasted trip.
Pick-up or regional return: If you cannot drop it off, or you are outside Kampala, contact us before arranging collection or courier delivery. We will confirm whether collection is available, the agreed handoff or courier route, and any applicable transport fee before it is booked.
Contact Customer Care
- Phone: +256 7656 52403
- WhatsApp: +256 7588 73398
- Email: info@adonaithrift-store.online
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