Return, Refund & Cancellation Policy

1. Eligibility & Return Period

1. Return Window:
2. 7 calendar days from delivery date for most products.
3. 15 days for MIU-verified "MIU Mall" or featured sellers’ products.
4. Eligible reasons:
5. Received wrong item (size, color, model)
6. Item was delivered defective, damaged, counterfeit, missing parts or accessories
7. Item arrived used, expired, or packaging tampered
8. Customer changed their mind (subject to condition) – unless otherwise stated on the product package or by MIU or the Supplier and subject to the Vendor’s discretion.

2. Non-Returnable Items

1. Products related to health & hygiene:
2. Used underwear, swimwear, cosmetics, fragrances, earrings, herbal/ticketed consumables, cosmetics, shaving products, wigs and hair extensions, skin and hair care, baby care, supplements, masks, groceries etc
3. Software, tickets, perishable items
4. Sealed electronics opened by customer (e.g. phones/tablets with broken seal)
5. Products whose seal was removed after delivery, or that have been used or washed.
6. Products that have been inseparably mixed with other products after delivery
7. Products manufactured to customer specifications or personalized
8. Perishable items including but not limited to food, edibles, flower etc
9. Items marked “Non-Refundable” on product page.

3. Return Initiation Process

1. Buyer logs into miu.ug → Orders → selects the item → clicks Request Return.
2. Specify:
3. Quantity
4. Reason for return
5. Optional description & photo evidence
6. Select preferred Return Method:
7. Drop-off at MIU-authorized collection point
8. Request pickup from buyer’s address (within Kampala and select zones)
9. Submit form—return window is calculated from delivery date upon submission
10. MIU will review the request within 3-5 business days and provide approval or rejection at its discretion. Approval is subject to change. MIU reserves the right and discretion to subsequently reject a return request.

4. Shipping & Handling of Returns

1. If buyer refuses delivery or delivery fails:
2. Product is returned to seller’s designated hub within 2 days and held for 7 days; thereafter moved to central warehouse for 14 days before potential forfeiture if uncollected
3. If buyer initiates return after delivery:
4. MIU may arrange pickup or drop-off; after receiving item, inspection occurs and MIU may decide to either accept or reject to proceed with the product return request. Refunds or replacements are only processed after verification of the return products’ condition.
5. If a return is approved because the product delivered is wrong or defective, the Supplier shall bear the return costs. In all other circumstances, the buyer shall bear the return costs.

5. Inspection & Return Validation

1. Items must meet all:
2. Original, unused condition
3. Original packaging intact (including seals, tags, accessories and manuals)
4. No visible damage beyond manufacturing defect
5. If valid return:
6. Item moves to seller’s hub or warehouse and Buyer receives refund.
7. If invalid:
8. Return is rejected, MIU contacts buyer, and product is returned to buyer at buyer’s expense

6. Refund Processing

1. Options for refund:
2. Mobile money (e.g. MTN, Airtel/MoMo)
3. Bank transfer
4. MIU Store Credit / Voucher (valid up to 180 days)
5. In the event of return of money to the buyer, the same shall be through the original payment method used during the purchase unless MIU determines otherwise.
6. Refund timeline:
7. Within 3–7 business days after successful inspection and subsequent approval by MIU.
8. Instant refund (within 24 hours) if buyer returns immediately at time of delivery and inspection is instant
9. If refund is rejected:
10. Product is returned to buyer; no refund issued.
11. Partial Refund:

At MIU’s discretion, partial refund may apply if;

1. Some items from an order are returned and accepted; or
2. Any other circumstances that MIU may determine at its discretion.

7. Order Cancellation (Before Fulfillment)

1. Buyers can cancel orders prior to dispatch/shipment at no cost.
2. Allow cancellation at pickup station before payment confirmation where applicable.
3. For any cancellations after dispatch/shipment, the buyer will have to follow the above return process and conditions.
4. Sellers can cancel if inventory issues arise (e.g. out of stock)—buyer receives prompt notification and full refund.
5. If canceled after payment, full refund issued within 24–48 hours.

8. Dispute Resolution & Abuse Policy

1. Buyers should first contact seller; MIU support steps in if unresolved.
2. Repeated abuse (e.g. excessive returns without valid issues) may result in suspension; MIU reserves right to ban such buyers after 5 return requests with less than 50% valid rate

9. Policy Updates

1. MIU reserves the right to unilaterally modify or update this policy at any time at its discretion. Any changes will take effect upon posting on the platform and shall thereby be binding on the user.

10. Key Policy Overview