Refund Policy

REFUND POLICY

Effective Date: [28/06/2025]
Last Updated: [29/06/2025]

1. INTRODUCTION

This Refund Policy ("Policy") is established in compliance with the Electronic Transactions Act 2011 of Uganda and the Financial Consumer Protection Guidelines issued by the Bank of Uganda. This policy outlines the terms and conditions under which refunds will be processed for goods and services purchased from TULLANY HOLDINGS LIMITED ("Company," "we," "us," or "our").

2. LEGAL COMPLIANCE STATEMENT

This policy is governed by the Electronic Transactions Act 2011 of Uganda, which provides consumers with specific cancellation and refund rights for electronic transactions. Any provision in an agreement that excludes consumer rights provided under the Electronic Transactions Act is void.

This policy does not affect your statutory rights as a consumer under Ugandan law.

3. CONSUMER CANCELLATION RIGHTS

3.1 Standard Cancellation Period

As per Section 25 of the Electronic Transactions Act 2011, consumers have the right to cancel electronic transactions within seven (7) days after the date of receipt of goods or services, or within seven (7) days after the date of conclusion of the agreement.

3.2 Extended Cancellation Period

If we fail to comply with information disclosure requirements under Section 24 of the Electronic Transactions Act, consumers may cancel the transaction within fourteen (14) days after receiving the goods or services.

3.3 Cancellation Process

To exercise your cancellation right:

• Submit written notice via email to info@tullany.org or postal mail

• Include your order number, purchase date, and reason for cancellation

• Return goods in original condition (where applicable)

4. REFUND ENTITLEMENTS

4.1 Full Refund Rights

Where payment has been made before a consumer exercises the right to cancel, the consumer is entitled to a full refund within thirty (30) days of the date of cancellation.

4.2 Refund Processing Time

All approved refunds will be processed within thirty (30) days from the date of cancellation notification.

4.3 Return Costs

Consumers returning goods after cancellation shall only be charged the direct cost of returning the goods (such as shipping/courier costs). We will deduct reasonable return shipping costs from the refund amount.

5. ORDER DELIVERY AND SUPPLIER OBLIGATIONS

5.1 Delivery Timeline

Orders will be executed within thirty (30) days unless otherwise agreed between the parties.

5.2 Delayed Delivery

If we fail to execute an order within thirty (30) days or the agreed period, consumers may cancel the order after giving seven (7) days written notice.

5.3 Unavailable Goods/Services

If goods or services become unavailable, we will notify consumers before the expiry of the agreed delivery time and provide a full refund within thirty (30) days.

6. EXCEPTIONS TO REFUND POLICY

The seven-day cancellation right does not apply to the following electronic transactions:

• Financial services (investment services, insurance, banking, securities)

• Newspapers, periodicals, magazines, and books

• Gaming and lottery services

• Accommodation, transport, catering, or leisure services with specific dates

• Customized or personalized goods

• Perishable goods

• Software or digital content downloaded or accessed after purchase

7. PAYMENT SECURITY

We use secure payment systems according to accepted technological standards to protect your payment information during transactions. Failure to maintain secure payment systems may result in liability for damages suffered by consumers.

8. REFUND PROCESS

8.1 Refund Method

Refunds will be processed using the original payment method unless otherwise requested by the customer or if the original method is no longer available.

8.2 Required Information

To process a refund, we require:

• Original order number

• Proof of purchase

• Reason for return/cancellation

• Bank account details (if original payment method unavailable)

8.3 Processing Timeline

• Cancellation acknowledgment: Within 2 business days

• Refund processing: Within 30 days as required by law

• Bank processing time: 3-5 additional business days (varies by financial institution)

9. DEFECTIVE OR DAMAGED GOODS

9.1 Quality Guarantee

We guarantee that all goods meet acceptable quality standards. If goods are:

• Defective upon arrival

• Damaged during shipping

• Not as described in our listing

Customers are entitled to a full refund, replacement, or repair at no additional cost.

9.2 Reporting Defects

Defective or damaged goods must be reported within 7 days of receipt by contacting our customer service team.

10. ALTERNATIVE DISPUTE RESOLUTION

We are committed to resolving disputes through appropriate alternative dispute resolution mechanisms. Information about our dispute resolution process is available by contacting us at info@tullany.org.

Customers may also seek redress through:

• Uganda Consumer Protection Association

• Bank of Uganda (for financial services)

• Uganda National Bureau of Standards (for product quality issues)

11. CONSUMER RIGHTS PROTECTION

11.1 Non-Waiver of Rights

Consumer rights under the Electronic Transactions Act cannot be waived or excluded. This policy supplements, and does not replace, your statutory rights under Ugandan law.

11.2 Privacy and Data Protection

Personal information collected during the refund process will be handled in accordance with our Privacy Policy and applicable data protection laws.

12. CONTACT INFORMATION

Customer Service:

• Email: info@tullany.org

• Phone: (+256) (0) 742 014277

• Address: TULLANY HOLDINGS LIMITED, P.O Box 701980, Entebbe, Uganda

Refunds Department:

• Email: info@tullany.org

• Phone: (+256) (0) 742 014277

Business Hours: Monday - Friday, 8:00 AM - 6:00 PM (Uganda Time)

13. POLICY UPDATES

This policy may be updated to reflect changes in Ugandan consumer protection laws or business practices. Updates will be posted on our website with the revision date clearly indicated.

14. GOVERNING LAW

This policy is governed by the laws of the Republic of Uganda, including but not limited to:

• Electronic Transactions Act 2011

• Financial Consumer Protection Guidelines (Bank of Uganda, 2011)

• Computer Misuse Act 2011

• Contract Act

IMPORTANT NOTICE: This policy does not limit or exclude any consumer rights provided under the Electronic Transactions Act 2011 or other applicable laws of Uganda. If you believe your consumer rights have been violated, you may seek redress through appropriate legal channels or consumer protection agencies.

Last Review Date: [28/06/2025]
Next Review Date: [20/06/2026]