If something is wrong with your order, TuDu will help you resolve it in accordance with our Terms of Service and applicable consumer protection standards. Standard return window: 14 days from delivery for eligible items.
Initiate a return request
Go to Account, then My Orders, find the order, and click Return Item. Select the reason for the return and upload clear photographs showing the issue. Submit within 14 days of delivery for standard eligible returns.
Wait for review
The seller has 48 hours to approve or respond to your return request. TuDu may step in if the seller does not respond. You will be notified by SMS and email of the outcome.
Send the item back
Once approved, pack the item securely in its original packaging where possible. Our courier collects from your address in Kampala at no cost for eligible defective or incorrect items. Upcountry returns may use approved drop off points.
Receive your refund
After the seller receives and inspects the item, your refund is processed within 2 to 5 business days to your original payment method or TuDu Wallet. If funds remain in escrow, a dispute may resolve the refund faster.
Return request deadline
14 days from delivery date for most eligible items unless the seller offers a longer period.
Seller response time
48 hours to approve or dispute a return request.
Refund processing
2 to 5 business days after the returned item is received and approved. Wallet refunds are typically immediate once approved.
Escrow disputes
If you raise a dispute while funds remain in escrow, TuDu aims to issue a ruling within 3 business days.
You have 14 days from the date of delivery to initiate a return for eligible items. Defective or incorrect items should be reported as soon as possible. Some sellers offer longer return windows as stated on the product page.
TuDu covers return shipping for items that are defective, damaged, or incorrectly sent. For change of mind returns on eligible items, the buyer may bear the shipping cost unless the seller states otherwise.
Refunds are credited to the original payment method: MTN Mobile Money, Airtel Money, bank card, or TuDu Wallet. Wallet refunds are instant once approved. Other methods take 2 to 5 business days.
Exchanges are available for wrong size or colour where the seller has stock. Select Exchange when initiating your return and specify the replacement. Availability depends on seller inventory.
Escalate to TuDu Support by submitting a support request. We review all evidence and make a final decision. If funds remain in escrow, raise a dispute from your order page.
Yes. Select the specific items you wish to return from the order page. Each item is reviewed separately according to its eligibility.