Thanks for stopping by! All you need to know about our returns and refunds timelines can be found right on this page

Timelines

1. Return Pick up Timeline:

The return pick-up time starts from the day you make a request to return an item to the day one of our delivery associate retrieves the item that you will like to return. These timelines also apply if you are dropping your returns at one of our pick-up stations.

1. Refund Timeline:

The refund time starts from the day the item you would like to return is picked up by one of our delivery associates to the day the refund process is completed.
Note: If the reason for returning an item cannot be validated, such item will be redelivered to you and a refund will not be processed

Return Policies

What are the conditions of returning an item?

Return requirements

• Proof of purchase (order number, invoice, etc.)
• The reason for the return must be in accordance with the terms of acceptance of returns
• Original packaging – the manufacturer packaging
• Any free promotional items – gifts or accessories delivered with the purchased item
• Valid return reason – please refer to the section below for the details

Contact customer service within 24 hours if you received a damaged / incomplete product. In this case the product should be returned including the attached free gifts else the return process will be rejected.

We will check the product to be returned. If it is found that there are no damages resulting from misuse, the value of the product will be refunded in the manner suitable for you.
Refund will be made within a maximum period of 2-5 days after the competent team receives the returned product. If during the inspection process it is found that the product to be returned is free of the reason stated in your request, the value will not be refunded and the product will be returned to you

What happens once I have returned an item?

• We will perform a careful quality check.
• If the claim is valid, we will refund you according to your requested refund method.

How much time do I have to return a product to Q. arena?

All items sold on Q. arena, under certain conditions, can be returned within a period 7 days from delivery date

If my returned product is not validated for return, how do I get informed

If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
“Note that we will make two (2) attempts to return the product to you at a cost. However, after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection. If you do not collect the product within these seven (7) days it will be deemed as forfeited and we will dispose of in accordance with the Ugandan law”

I received something I didn’t order. What now?

On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. In the case you accept it from the delivery agent, you can still return it within 7 days (with seal not broken)

Can I return my item if the timeline for return has expired?

Sorry, returns are not possible after the 7 days return period for Q. arena products. For any inquiries contact us. If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.

Refund policy

If return gets validated how and when will I get reimbursed

Refund process begins after we have completed evaluating your returned product. From the day you submitted your return request, this quality evaluation process may take up to 1 days for Kampala and outside of Kampala. We will send you an email notification once return examination completed.

If my returned product is not validated for refund, how do I get informed?

If your return is invalid then we will call you to explain the issue and send the item(s) back to you.

To process your refund more quickly, you have the option to request a refund via Q. arena Refund Voucher, which must be indicated when you request for a return by calling our Customer Service.

Otherwise, you can be refunded according to the following table. Note that some refund methods are available according to your payment method.

Refund methods available according to payment methods.