Refund and Returns Policy

Overview

This Return & Refund Policy sets out our conditions for accepting returns and issuing a refund for items purchased on HGO shopping website. It also sets out when we will not accept a return or issue a refund.

HGO offers a return policy for most items within 7-days after delivery. If the 7 days  period elapse after delivery , we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and must be in the same condition that you received it, It must also be in its original packaging.

Customers are encouraged to review the return policy for each product before  purchase . Though Several types of goods are exempt from being returned.

These Include :

Perishable goods such as flowers and  foods, newspapers or magazines can not be returned as well.

We also do not accept products that are intimate these include wipes, lubricants and other hygiene products,often marked for feminine hygiene or intimate care.   or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and wellness products: Items like vitamins and supplements that have been opened or used.
• Personal care items: Toiletries, cosmetics, and personal hygiene products that have been opened or used.
• Final sale items: Products marked as “sale” products are  not returnable.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons due to our error.

Book with obvious signs of use

CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.

Return Methods

We offer returns for your packages in an easy ways

1. To make a Return , drop off at a pickup station nearest to you,

Take your package to a designated pick-up location near you. Our partner locations are conveniently located and easily accessible.

 NOTE:To complete your return, we require a receipt or order number as proof of purchase.

How to Initiate a Return

1. Contact our customer service team to initiate the return process or visit our website www.hgohgo.com Go to “Need help? Click to follow the steps.

2. Provide your order number and reason for return.

3. Choose your preferred return method (drop-off ).

4. Follow the instructions provided by our customer service team.

You will be responsible for paying for your own shipping costs for returning your item.  Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are returning more expensive items, you may consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.   The product goes through a mandatory quality control inspection to maintain the highest International standards .

We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

The refund request form shall state which payment method(s) for receipt of refunds are available to you.

The time it may take for your refund to be a proved or  exchanged product to reach you may vary according to the inspection time .

Inspection time:The time it takes for the returned product to be inspected and the refund or exchange to be processed can vary depending on the vendor polices and procedures.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us .

Sale Items

Only regular priced items may be refunded. Sale items cannot be refunded.

“Sales items” refer to products that are being sold at a reduced price, often during a promotional period or clearance sale. Return policies for these items are “final sales” meaning no returns or exchanges are permitted. 

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customercare@hgohgo.com and send your item to: HGO warehouse offices at Kingdom Kampala.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Need help?

Contact us at customercare@hgohgo.com for questions related to refunds and returns.

Call: 0800335555