Version 1 · Effective 17 August 2026
Effective date: 17 August 2026
Clear terms before ordering
Sellers must display the full price, material delivery or service charges, delivery arrangements, return conditions and refund process before confirmation. Buyers must have an opportunity to review and correct the order. Statutory rights under applicable Ugandan law prevail over a conflicting seller or ShopHex term.
Marketplace orders
Buyer-to-seller item refunds depend on the seller’s disclosed terms, item condition, misdescription or non-delivery evidence, the tracked agreement and applicable law. Contact the seller through the order conversation and open a ShopHex support ticket when unresolved.
ShopHex packages and promotions
Submit refund requests through support with the payment reference and reason. ShopHex fairly reviews duplicate charges, payment without activation, material service failure, verified under-delivery and legally required refunds. Properly delivered promotion activity and elapsed subscription access may be considered, except where law requires otherwise.
Provider and store purchases
Payments processed by LivePay, Google Play or Apple may also be subject to the provider or store refund process. Provider approval and settlement timing can affect completion.
Cancellation, performance and timing
Cancellation before fulfilment is assessed against the disclosed terms and applicable law. Cancelling future delivery does not by itself reverse a completed payment. Approved refunds return through a supported provider path and remain auditable. ShopHex and sellers must perform within the agreed period or, where no period was agreed, within the period required by applicable law.