Effective Date: 16 May 2026  |  Last Updated: 16 May 2026

At Njoodukani we want you to shop with confidence. This Return Policy sets out your rights and our obligations when you wish to return a product, request a replacement, or claim a refund. Please read it carefully before placing an order.

1. Quick-Reference Summary

2. Return Eligibility Conditions

To qualify for a return or refund, the following conditions must be met:

2.1 Within the Return Window

Your return request must be initiated within the applicable window (see Section 1) starting from the date your tracking shows the item as Delivered. Requests submitted after the deadline will not be accepted except in cases of latent defects proven to exist at the time of delivery.

2.2 Eligible Return Reasons

• Product is defective or damaged on arrival — manufacturing fault, cracked components, non-functional electronics, torn fabric.
• Wrong item received — incorrect colour, size, model, or an entirely different product was shipped.
• Significantly not as described — the product materially differs from the description and photos on the listing page.
• Item not received — tracking confirms a shipping failure or the item is confirmed lost in transit (CJdropshipping items only; contact us after the estimated delivery date has passed by 7 days).
• Incomplete order — one or more items listed on your packing slip are missing from the parcel.

2.3 Item Condition

• Items must be unused, unworn, and unwashed (where applicable).
• Items must be in their original packaging with all tags, labels, manuals, and accessories included.
• For defective items where physical return is impractical (e.g. large appliances or international dropshipping), clear photographic or video evidence of the defect may be accepted in lieu of a physical return at our discretion.

3. Non-Returnable Items

The following categories are not eligible for return or refund unless they arrive damaged or defective:

• Perishable goods (fresh food, beverages, flowers, live plants)
• Digital products, software licences, and downloadable content
• Intimate apparel, swimwear, and hygiene products (for health and safety reasons)
• Custom-made, personalised, or engraved products
• Gift cards and prepaid top-up credits
• Pharmaceutical and medical products once the packaging seal is broken
• Hazardous materials (batteries, chemicals, flammable goods)
• Items explicitly marked "Final Sale" or "Non-Returnable" at the time of purchase
• Products that have been used, assembled, installed, or altered after delivery
• Items returned without prior authorisation (see Section 5)

4. CJdropshipping Items — Detailed Rules

4.1 Defective or Quality Issues

If a CJdropshipping item arrives with a quality defect or stops functioning within 15 days of delivery:

1. Take clear photographs or a short video showing the defect.
2. Submit a return request via your Njoodukani account (My Orders → Request Return) within the 15-day window.
3. We will file a dispute with CJdropshipping on your behalf, typically within 1 business day.
4. CJdropshipping will review the evidence within 3–7 business days and confirm whether a replacement or refund is approved.
5. Approved refunds are returned to your original payment method or Njoodukani Wallet Credit within 7–21 business days.
6. In most quality-defect cases, you will not be required to ship the item back internationally — photo evidence is sufficient.

4.2 Wrong Item Received

If you receive an item that is different from what you ordered (wrong colour, size, model, or an entirely different product):

1. Do not use or alter the item.
2. Submit a return request within 7 days of delivery with photographs of the item received alongside the order confirmation.
3. We will arrange either a replacement shipment of the correct item or a full refund — your choice.
4. Return shipping (if required by CJdropshipping) will be arranged and paid for by Njoodukani in cases of our fulfilment error.

4.3 Item Not Received (Lost in Transit)

If your tracking has not updated for more than 10 business days past the estimated delivery date, or if tracking shows Delivered but you have not received the package:

1. First check with neighbours, your building reception, or local post office.
2. Contact us at support@njoodukani.com with your order number.
3. We will open a trace with the carrier and CJdropshipping. Investigations typically take 7–14 business days.
4. If the item is confirmed lost, we will arrange a replacement shipment or issue a full refund.

4.4 Change of Mind (CJdropshipping Items)

Due to the international nature of CJdropshipping fulfilment, we are unable to accept change-of-mind returns on items shipped from overseas warehouses. We recommend reviewing product descriptions, size guides, and customer photos carefully before purchasing. If you have questions about a product before buying, contact our support team.

4.5 CJdropshipping Dispute Timeline

5. How to Initiate a Return

You may also initiate a return by emailing returns@njoodukani.com with your Order Number, the item name, reason for return, and any supporting photos.

6. Refunds

6.1 Refund Methods

Approved refunds are issued using one of the following methods, in order of preference:

• Original payment method — the refund is returned to the same mobile money account, card, PayPal account, or bank that was used to pay.
• Njoodukani Wallet Credit — if you prefer store credit, refunds can be added instantly to your Njoodukani Wallet for use on future purchases.
• Bank transfer — for orders paid by bank transfer where the original account cannot be credited, we will arrange a direct bank refund.

Refunds are issued in the original currency of the transaction. Exchange rate differences resulting from currency fluctuation between the purchase date and refund date are not covered.

6.2 Refund Processing Times

6.3 Partial Refunds

A partial refund may be issued in the following circumstances:

• Only some items in a multi-item order are returned.
• An item is returned with missing accessories or damaged packaging (through buyer fault).
• An item shows signs of use that reduce its resale value, where a full refund would be inequitable.

6.4 Shipping Cost Refunds

• Original shipping fees are refunded only if the return is due to our error (wrong item, defective product).
• For change-of-mind returns (local/vendor items only), original and return shipping costs are borne by the customer.

7. Exchanges and Replacements

We offer exchanges (e.g., different size or colour) subject to stock availability. To request an exchange:

• Follow the same return request process (Section 5) and select "Exchange" as your preferred resolution.
• If the desired item is out of stock, we will offer a refund instead.
• For CJdropshipping items, replacement shipments follow the same international shipping timelines as the original order (typically 7–25 business days).

8. Items Damaged in Transit

If your parcel arrives visibly damaged:

1. Do not discard the packaging — photographs of the outer box and internal packaging are required for carrier claims.
2. Photograph the damage immediately before removing contents.
3. Submit a return request (Section 5) with the photos within 48 hours of delivery.
4. We will file a claim with the carrier and arrange a replacement or full refund, including original shipping costs.

9. Order Cancellations

To cancel an order, email orders@njoodukani.com or call our support line as early as possible — we will do our best to stop the dispatch if it has not yet occurred.

10. Vendor Responsibility

Njoodukani acts as a marketplace platform. While we facilitate returns and mediate disputes, the primary responsibility for product quality and accurate listing rests with the vendor. Vendors are contractually required to:

• Honour this Return Policy for all items listed on Njoodukani.
• Respond to return requests within 48 hours.
• Accept returns that meet the eligibility criteria in Section 2.
• Maintain quality standards and accurate product descriptions.

Njoodukani reserves the right to process a refund directly to the customer and recover the cost from the vendor if the vendor fails to respond or comply within the required timeframe. Vendors who accumulate excessive return rates or policy violations may have their accounts suspended.

11. Dispute Escalation

If you are unhappy with the outcome of your return request, you may escalate the dispute:

1. Step 1: Reply to your support ticket requesting escalation to a Senior Support Agent.
2. Step 2: If unresolved within 5 business days, email disputes@njoodukani.com with your Return Request ID and a summary of the issue.
3. Step 3: Our disputes team will conduct an independent review and issue a final decision within 10 business days.
4. Step 4: If you remain unsatisfied, disputes are subject to the jurisdiction of the courts of Kampala, Uganda, in accordance with our Terms of Service.

12. Contact Us

For any questions about returns, refunds, or this policy, please reach out through any of the following channels:

• Returns portal: My Account → My Orders → Request Return
• Email: returns@njoodukani.com
• General support: support@njoodukani.com
• Live chat: Available on the Njoodukani website and app (24/7)
• WhatsApp / Phone: See the Contact Us page for current support numbers

Njoodukani — Customer Support Team
Kampala, Uganda, East Africa
Business hours: Monday – Saturday, 08:00 – 20:00 EAT

This Return Policy was last updated on 16 May 2026. Njoodukani reserves the right to amend this policy at any time. The version published on our website at the time of your purchase applies to your transaction. Material changes will be communicated via email or a prominent notice on the platform at least 14 days before taking effect.