Refund policy

Return & Refund Policy

Hancks Genuines
Last updated: September 1, 2026

Thank you for shopping with Hancks Genuines. We want every customer to have a positive shopping experience. If there is an issue with your order, please contact us and we will work with you to find a fair solution.

1. Returns

You may request a return if:

  • You received the wrong product.

  • The product is damaged or defective.

  • The product is significantly different from its description on our website.

  • Your order is incomplete or an item is missing.

Return requests should be made within 7 days of receiving your order.

Products should, where reasonably possible, be returned unused and in their original condition, including original packaging, tags and accessories.

2. Change of Mind

If you change your mind about a purchase, please contact us within 7 days of receiving the product.

A change-of-mind return may be accepted depending on the condition and nature of the product. Where permitted by applicable Ugandan law, the customer may be responsible for the direct cost of returning the product.

Personalised, customised, perishable or hygiene-sensitive products may not be eligible for change-of-mind returns where applicable.

3. Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective or incorrect, please contact us as soon as possible and preferably within 48 hours of delivery.

Please provide:

  • Your order number.

  • Your name and telephone number.

  • A description of the problem.

  • Clear photographs or videos showing the issue.

After reviewing the issue, Hancks Genuines may provide a replacement, exchange, repair or refund, depending on the circumstances.

4. Refunds

For an approved refund, we will normally use the original payment method where reasonably possible.

The time taken for a refund to appear in your account may depend on the payment provider, bank or mobile-money service.

Where Ugandan law requires a particular refund period or remedy, Hancks Genuines will comply with that requirement.

5. Return Delivery Costs

If the return is required because we sent the wrong item or the product was defective or damaged when received, Hancks Genuines will arrange an appropriate remedy without unfairly charging the customer for the return.

For an approved change-of-mind return, the customer may be responsible for the direct return delivery cost, subject to applicable law.

6. Exchanges

Eligible products may be exchanged within 7 days of delivery, subject to availability.

If the requested replacement is unavailable, we may offer a refund or another appropriate solution.

7. Order Cancellation

If you want to cancel an order, contact us as soon as possible.

If your order has not yet been dispatched, we will make reasonable efforts to cancel it.

If the order has already been dispatched or delivered, the applicable return procedure will apply.

Nothing in this policy is intended to remove or restrict consumer rights that cannot legally be excluded under Ugandan law.

8. Products Not Eligible for Return

Certain products may not be eligible for return because of their nature or applicable law, including:

  • Personalised or customised products.

  • Products made specifically to a customer's specifications.

  • Products that deteriorate or expire quickly.

  • Certain sealed products that cannot be returned for health or hygiene reasons after opening.

  • Other products excluded from return or cancellation rights by applicable law.

9. Delivery

Hancks Genuines delivers orders during working hours.

Delivery times may vary depending on the customer's location, order volume, availability of the product and delivery conditions.

Customers will be given appropriate delivery information when placing their order.

10. How to Request a Return or Refund

To request a return, exchange or refund, contact us through WhatsApp or telephone and provide your order details.

WhatsApp / Phone: +256 760 955537
Email: emmahancks@gmail.com

Please do not send a product back without first contacting Hancks Genuines and receiving return instructions.

11. Inspection of Returned Products

Returned products may be inspected before a return, exchange or refund is approved.

This inspection does not affect any consumer rights provided under applicable Ugandan law.

12. Consumer Rights

This policy operates alongside applicable consumer protection laws in Uganda.

Where any part of this policy conflicts with a mandatory consumer right under Ugandan law, the applicable law will prevail.

13. Contact Information

Hancks Genuines
Location: Ben Kiwanuka Street, Uganda
Phone / WhatsApp: +256 760 955537
Email: emmahancks@gmail.com
Website: hancksgenuines.online

For questions about your order, returns, exchanges or refunds, please contact us using the details above.

Hancks Genuines — Quality products, trusted service.