Returns & Refunds
If something arrives wrong, damaged, or never arrives at all, you get your money back. This page explains exactly when, and how long it takes.
1. When you are always entitled to a refund
- The order never arrived and the delivery window has passed.
- The item is damaged, faulty, or not what was described in the listing.
- The vendor cancelled after accepting your order.
- You were charged twice for the same order.
2. Changing your mind
You may cancel free of charge at any time before the vendor dispatches the order. Once a rider has collected it, a change of mind is at the vendor’s discretion and the delivery fare is not refundable.
Some things cannot be returned for change of mind, for hygiene and safety reasons: fresh food and produce, perishable harvest lots, cosmetics and personal-care items once opened, and made-to-order or personalised goods. This does not affect your rights when an item is faulty or misdescribed.
3. How to raise a claim
- Open the order in your dashboard and choose Report a problem.
- Describe what happened and attach photos where the item is damaged or wrong.
- The vendor has 48 hours to respond.
- If you cannot agree, the case goes to ArcardeMall arbitration and we decide on the evidence. Our decision on the release of escrowed funds is final within the platform; it does not remove your right to go to court.
4. Deadlines
| Situation | Raise it within |
|---|---|
| Item damaged, wrong or missing parts | 48 hours of delivery |
| Fresh produce or prepared food | 4 hours of delivery |
| Order never arrived | 7 days after the promised delivery date |
| Faulty electronics within warranty | 30 days of delivery |
5. How the money comes back
Refunds go back to the method you paid with. Where funds are still in escrow, the refund is immediate once the claim is approved, because the vendor has not been paid yet — this is the main reason escrow exists (see Buyer protection).
| Method | Typical time after approval |
|---|---|
| Mobile money | 1–3 business days |
| Card | 5–10 business days, set by your bank |
| Cash on delivery | Mobile money transfer within 3 business days |
6. Who pays return shipping
If the item was faulty, wrong or misdescribed, we do — the return fare is covered and the original delivery fare is refunded with the item. If you simply changed your mind and the vendor agrees to take it back, the return fare is yours.
7. Abuse
Claims we can show to be false — items reported missing that were signed for with a valid handover code, or repeated claims across many vendors — may lead to the account being suspended and to the vendor being made whole from our own funds.
8. Still stuck
Write to info@omeganodes.ai with your order number. Nothing on this page limits your statutory rights as a consumer in Uganda.