Vivo Fashion Group Uganda

Online Delivery, Returns & Exchanges Policy

We get it! Sometimes, you will buy something thinking it will work for you, but it doesn’t. As long as an item is still in its original condition, we accept returns, subject to the rules below.

1. Eligibility for Returns & Exchanges

You may request a return or exchange provided that:

• The item is returned within 14 days of delivery

• There is proof of purchase (receipt or transaction reference / invoice)

• The item is in its original condition:

• Unworn, unused, and unwashed

• All original tags, labels, and packaging intact

• Free from stains, sweat, dirt, or odors

• Items meet hygiene standards

2. Defective Merchandise

Defective items may be returned within 30 days of delivery if:

• The defect is due to a confirmed quality issue, such as:

• Poor stitching or finishing

• Fabric defects (colour runs, printing defects, etc.)

• The defect is not caused by:

• Excessive wear and tear

• Negligence or misuse

• Failure to follow garment care instructions

All defective items will undergo a quality assessment before approval.

3. Sale, Promotional & Bundled Items

• No refunds will be issued for items purchased during a sale or promotion

• Sale items are eligible for exchange only, during the sale period

• Exchanges must be for items of equal or higher value (customer tops up the difference if applicable)

• No returns or exchanges are allowed after the sale period ends

• Items purchased as part of a bundle offer (e.g. Buy 1 Get 1 Free, Take 2 for X price) must be returned together

• A purchase receipt/invoice may be used only once for an exchange

4. Items Not Eligible for Return or Exchange

For hygiene and safety reasons, the following items cannot be returned or exchanged:

• Underwear

• Swimwear

• Skincare and makeup

• Fragrances

5. Return Process (Uganda – Online Orders)

1. Initiate the return first by contacting Customer Support or heading to the Vivo Store.

2. Once approved:

• Pack the item securely with all original packaging and invoice

• Return the item to the designated Vivo store

• Customers are responsible for return shipping costs if they choose to have it delivered to the store.

6. Refund & Exchange Processing

• Refunds or exchanges are processed within 2–3 business days after the returned item is received and inspected

• Refunds will be issued via:

• Original payment method, or

• Approved alternative method (where applicable)

7. Delivery Notes (Uganda – Online)

• Our delivery timelines are designed for your convenience. Orders placed before 5:00 PM within Kampala qualify for same-day delivery, while orders placed after 5:00 PM will be delivered the next day. For locations outside Kampala, delivery may take 2 to 3 days. Please note that delivery timelines and coverage may vary depending on your location and the availability of our logistics partners

• Customers will be notified in case of any delivery delays.

• For items selected for in-store pickup, the items will be held at the store for a maximum of 7 days. If the item is not collected within this period and no communication is received from the customer, the order will be considered cancelled and a refund will be processed to the original payment method.

8. Contact Us

For any questions or to initiate a return or exchange, please contact:

Customer Support
📧 Email: (Uganda contact to be confirmed)
📞 Phone: (Uganda contact to be confirmed)