This policy applies to returns of products purchased from TilyExpress.ug, TilyExpress mobile app, TilyExpress Business, or Marketplace sellers on TilyExpress.ug.

1. Return Policy

Not 100% satisfied with your item? We’re happy to help. To exchange or return an item, here’s what you need to know:

• Eligible Items: Only items that are unused, in their original packaging, and with all original tags and labels attached.
• Return Window: Returns must be initiated within 7 days of the purchase date unless noted in our exceptions.
• Return Methods:
• In-Store: Return items in-store.
• By Mail: Return items for free by mail.
• Scheduled Pickup: Return items via a scheduled pickup from your home. Please provide your purchase receipt, Abanista.com or TilyExpress Business order number, and we will refund the purchase price and applicable taxes and fees to the original form of payment.

Save time by starting your return in the TilyExpress App or at TilyExpress.ug. No receipt? We can look up store purchases or online orders with the order billing name, order shipping name, phone number, or email.

We do not accept returns, for any reason whatsoever, after the returns period has lapsed.
You may return items purchased on TilyExpress within the returns period, for the reasons listed below

Reason for return	Applicable product category
The size is correct but doesn’t fit as expected	Clothing and shoes only
Item received broken or defective	All product categories
Item received with missing parts or accessories	All product categories
Item received used or expired	All product categories except software
The item seems to be fake/unauthentic	All product categories
Wrong item/color/size/model	All product categories

2. Refund Policy

Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund:

• Approval: If approved, your refund will be processed, and a credit will be applied to your original method of payment within 7-10 business days.
• Rejection: If your return is rejected due to not meeting the eligibility criteria, the item will be sent back to you at your expense.

3. Exchange Policy

If you need to exchange an item for a different size, color, or style:

• Follow the return process to return the original item.
• Place a new order for the desired item.

4. Cancellation Policy

Orders can be canceled if they have not yet been shipped:

• Order Status: Check your order status on our website or contact Customer Support.
• Cancellation Window: If your order is still processing, you can cancel it by contacting Customer Support.
• Refund: If the order is canceled successfully, a full refund will be processed to your original payment method within 7-10 business days.

5. Exceptions to Return Policy

Must be returned within 10 days with a receipt:

• Prepaid wireless cellular phones in unused, undamaged condition in the original packaging.
• Most postpaid (contract) cellular phones in unused, undamaged condition in the original packaging. Other contractually specified requirements may apply.

Must be returned within 30 days with a receipt:

• Prescription contacts
• Hearing aids

Exchange-Only Items:

Some open/used products can only be exchanged for an exact or similar item:

• Open, used drones within 14 days*
• Unlocked opened wireless phones within 14 days*
• Airbeds, air mattresses within 14 days* (product exchange available if the item is opened/used).
• Opened/used durable medical equipment within 30 days* (e.g., crutches, walkers, slings, mobility scooters, pulse oximeters).
• *Note: New, unopened items in these categories can be returned for a full refund.

Non-Returnable Items:

Certain items cannot be returned, including:

• Perishable goods (e.g., food, flowers)
• Personalized or custom-made items
• Digital products (e.g., eBooks, downloadable software)
• Health and personal care items (e.g., cosmetics, hygiene products)
• Gift cards
• Hazardous materials and flammable liquids or gases
• We do not accept returns of customized items
  We do not accept returns of goods made, configured or inscribed to your specification or (e.g. personalized engravings, stamps, monograms, embroidery, embossing, etching, carving or printing). The seller is not required to accept returns unless the items are damaged or defective upon arrival, or materially different from what was ordered.

• We do not accept returns of items that you have damaged after delivery
• We do not accept returns of used or worn items unless the reason for return is that the item stopped working or became damaged or defective after reasonable use for items that are not covered by Warranty (by manufacturer guidelines where applicable) during the returns period.
• Items becoming defective after delivery is not an applicable return reason in respect of the following product categories: clothing, sport & fitness and consumables.
• If an item is covered by a warranty and becomes damaged or defective during the warranty period, it is not covered by this Returns and Refunds Policy, but by the manufacturer’s warranty. Warranty information is displayed on each product page.

Packaging returns

When returning an item for any reason, you must do so in the exact condition you received it from TilyExpress, with its original packaging and all tags and labels attached (e.g. shoes should be returned within the original shoe box, and seals on items including audio or video recordings or software must not be removed).
Returned items are your responsibility until they reach us, so make sure they are packaged properly and can’t get damaged on the way.

You must not include in the packaging with the returned item any item not about the returned item as originally received from TilyExpress. You must entirely delete and eliminate all personal data about you and/or any third party which may be possibly present in an item, and de-latch any account possibly latched to the item.
TilyExpress will not be responsible for any items erroneously contained within a returned package, or for any data breach resulting from failure to eliminate personal data contained in a returned item.

6. Damaged or Defective Items

If you receive a damaged or defective item:

• Contact Customer Support within 48 hours of delivery.
• Provide your order number and photos of the damaged or defective item.
• We will arrange for a replacement or issue a refund, including return shipping costs.

7. Partial Refunds

In certain situations, only partial refunds are granted:

• Book with obvious signs of use
• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
• Any item not in its original condition is damaged or missing parts for reasons not due to our error.
• Any item that is returned outside of the return window.

8. Late or Missing Refunds

If you haven’t received a refund yet:

• First, check your bank account again.
• Then, contact your credit card company; it may take some time before your refund is officially posted.
• Next, contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of this and you still have not received your refund, please contact us at cs@tilyexpress.ug.

9. Contact Us

For any questions or concerns regarding returns and cancellations, please contact our Customer Support team:

• Email: cs@tilyexpress.ug
• Phone: +256-775-189-705
• Live Chat: Available on our website during business hours

TilyExpress reserves the right to limit or decline returns or exchanges regardless of whether the customer has a receipt. All returns are subject to a refund verification process. TilyExpress also reserves the right to close TilyExpress.ug accounts or to cancel or refuse orders or returns for violations or abuse of our returns policy, or any fraudulent activities relating to returns.