Return window by category
| Category | Return window | Condition required |
|---|---|---|
| Sealed accessories, cables, tools, small appliances | 7 days from delivery | Unopened, original packaging, all seals intact. |
| Solar panels (sealed pallet) | 14 days | Wrapped, glass unscratched, on original pallet. |
| Portable / petrol generators | 7 days | Not fueled, not run, no oil added. Once fueled or run, warranty applies but no return. |
| Diesel generators (installed / commissioned) | Non-returnable | Covered by warranty only. Report faults on commissioning, not later. |
| Inverters, hybrid inverters, controllers | 7 days if unopened · non-returnable once wired | Covered by warranty once installed. |
| Batteries (all chemistries) | Non-returnable once activated | Physically damaged units on delivery: report within 24 hours. |
| Water pumps | 7 days if unopened | Once wetted or wired, warranty applies but no return. |
| Welders, workshop & garden power tools | 7 days | Unused, in original box with all accessories & manuals. |
| Cut-to-length & consumables (cable by the metre, oil, grease, gas, electrodes) | Non-returnable | Faulty batches replaced on warranty. |
| Custom-configured solar & power systems | Non-returnable once commissioning begins | You can cancel before commissioning for a refund less any installation labour already spent. |
Faulty on arrival (DOA)
Inspect goods with the driver. If anything is damaged, missing or wrong, note it on the delivery sheet, take photos, and WhatsApp us within 24 hours of delivery. DOA items are replaced or refunded in full – no restocking fee and no return-shipping cost to you.
Change-of-mind returns
- Original delivery fee is not refunded.
- Return transport is at the buyer's cost, or we can arrange it and deduct the cost from the refund.
- A 10% restocking fee applies to open-box (but unused) items to cover repackaging and re-inspection. Unopened items are refunded in full for the product amount.
How to start a return (RMA)
- Open your account > returns and click Request a return – or WhatsApp us with your invoice number: start a return.
- We issue an RMA number and arrange collection or drop-off. Do not ship anything before you have an RMA number.
- Once we receive and inspect the goods (within 3 working days), we confirm the refund amount.
- Refund is processed within 5 working days of inspection.
How refunds are paid
- Mobile money (MTN / Airtel): refunded to the same paying number.
- Card / DPO Pay: refunded to the same card. Bank may take an additional 5–10 working days to post.
- Bank transfer / cash: refunded to a bank account in the invoice holder's name only.
- Store credit: instant, never expires, applied at checkout. We offer +5% goodwill on the refund if you choose store credit instead of cash.
For B2B credit-account customers, refunds are issued as a credit note applied to the account by default. A cash refund is available on written request once the account balance is settled.
Proof of purchase
We need your MPB invoice or order number to process any return, warranty or refund – a screenshot of the order confirmation email or WhatsApp message is fine. Serial numbers on generators, inverters and batteries are cross-checked against our records to confirm the unit was supplied by us.
Warranty vs return
A return removes the product from your order. A warranty claim repairs or replaces a faulty product you want to keep. Use the Warranty page for faults appearing after normal use has started.
This policy complements your statutory rights under the Sale of Goods Act (Uganda). It does not exclude any legal remedy. Questions? Email support@mpbelectronicslimited.online.