Refund

When a refund applies

Refunds may follow an approved return, an agreed resolution for faulty or incorrect goods, a cancelled paid order, or another situation where a refund is required by law. We will confirm the amount and the next steps with you.

What is refunded

For a full qualifying cancellation, we refund the amount paid for the cancelled goods and the delivery charges refundable under applicable law. For a partial return, the refund reflects the amount actually paid for the returned items, including any discount.

For a change-of-mind return, the direct cost of returning the goods is your responsibility. We do not charge a restocking fee. Where MPWR is responsible for faulty or incorrect goods, agreed reasonable return costs are covered by MPWR.

Where your refund goes

Refunds are normally sent to the original payment method. If this is not possible, we will agree an alternative with you after confirming the payment and account details. Never share your PIN, password, card security code, or one-time authorization code with support.

Processing times

We aim to initiate an agreed refund within one business day after the return has been checked or the cancellation has been confirmed. This is our service target; it does not extend a legal deadline. Where Uganda’s electronic-transaction cancellation rules apply, payment is refunded within 30 days of cancellation.

After initiation, Mobile Money refunds commonly take 1–3 business days. Card refunds commonly take 5–10 business days and can take up to 15. These are estimates, and provider processing can vary. Contact us if a refund has not arrived by the date shown for your order.

Check your refund status

Open Order Status and find the relevant order. When a refund has been recorded, its panel shows the amount, destination, status, and any available reference or expected date.

Pending

Waiting to be initiated.

Initiated

Sent to the payment provider.

Processing

The provider is processing the refund.

Refunded

Marked complete.

Needs attention

The latest attempt needs investigation.

Need help?

Send your order reference and refund reference, if available, to MPWR. We will check the payment record and follow up on the next step. Nothing in this policy limits mandatory consumer rights.