Returns & refunds

Returns & Refunds

At Vohena Groceries, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a straightforward returns and refunds process. Our goal is to ensure your shopping experience is as smooth as possible, regardless of your location.

Eligibility for Returns

You are eligible to return items within 30 days from the date of delivery. To be eligible for a return, the product must be unused, in its original condition, and in the original packaging. If the product has been opened or used, it may not be eligible for a full refund unless it is defective.

International Returns

For customers outside of Uganda, you may still return your items within 30 days, however, you will be responsible for return shipping costs unless the product is faulty or damaged. The return shipping address will be provided by our customer service team. We advise customers to use a trackable shipping service when returning items to ensure safe delivery.

Refund Process

Once your returned item is received and inspected, we will process your refund. Refunds are issued to the original payment method and typically take 5-7 business days to be credited to your account, depending on your payment provider or bank.

Please note that for international transactions, the refund may take slightly longer due to currency conversions or international banking regulations. Vohena Groceries is not responsible for any additional fees or delays caused by these processes.

Damaged, Defective, or Incorrect Items

If your order arrives with damaged or defective items, or if the wrong item is shipped, please contact us within 7 days of receiving your order. We will arrange for a free return or exchange and cover the return shipping costs. You may be required to provide photos of the damaged or incorrect items.

How to Return an Item

To initiate a return, follow these simple steps:

  • Contact our customer service team by email at customerservice@vohena.com or use the live chat on our website.
  • Provide your order number and the reason for your return.
  • If the return is approved, you will receive return instructions, including the return address.
  • Carefully repackage the item in its original packaging (if available) and send it back using a tracked service.

Exchanges

Currently, we do not offer direct exchanges. If you wish to receive a different size or item, please initiate a return for a refund and place a new order for the correct product.

Non-Returnable Items

Some items are non-returnable, including:

  • Perishable goods (e.g., fresh food, fruits, or bakery items)
  • Hygiene-sensitive products (e.g., toiletries, beauty products)
  • Customized or personalized items

Shipping Charges for Returns

For international returns, the customer is responsible for the return shipping costs, unless the item is faulty or incorrect. We recommend using a trackable shipping service, as we cannot guarantee the receipt of your returned item if shipped via standard mail.

Contact Us

If you have any questions about our returns and refunds process or need assistance, please don't hesitate to contact our customer support team: