This policy applies to returns of products purchased from tilyexpress.ug, TilyExpress mobile app, TilyExpress Business or from Marketplace sellers on tilyexpress.ug.
Not 100% satisfied with your item? We’re happy to help.
To exchange or return an item, here’s what you need to know: You have 7 days after purchase to exchange or return, unless noted in our exceptions. You can return items in-store, for free by mail or via a scheduled pickup from your home. Please provide your purchase receipt, TilyExpress.ug or TilyExpress Business order number & we will refund the purchase price & applicable taxes & fees to the original form of payment.
- Save time by starting your return in the TilyExpress App or at TilyExpress.ug.
- No receipt? We can look up store purchases or online orders with order billing name, order shipping name, phone number or email.
Our refund & exchange exceptions:
TilyExpress reserves the right to limit or decline returns or exchanges regardless of whether the customer has a receipt. All returns are subject to a refund verification process. To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. TilyExpress also reserves the right to close TilyExpress.ug accounts, or to cancel or refuse orders or returns for violations or abuse of our returns policy, or any fraudulent activities relating to returns.
Below are exceptions to the general 7-day rule. All the exceptions listed below require the items to be returned with a receipt.
Must be returned within 10 days with a receipt to obtain a refund or exchange:
- Prepaid wireless cellular phones may be returned in unused, undamaged condition in the original packaging.
- Most postpaid (contract) cellular phones may only be returned in unused, undamaged condition in the original packaging. Other contractually specified requirements may apply.
Must be returned within 14 days with a receipt to obtain a refund or exchange:
- Most electronics, including but not limited to: Contract cellular phones, camcorders, digital cameras, digital music players, e-readers, tablets, laptops, PCs, televisions, portable video players, video game hardware, GPS units, audio systems, hoverboards, electric bicycles, electric scooters & radio-controlled vehicles.
- PC components (e.g., motherboards, RAM, graphics cards) must be returned with a receipt within 14 days, in original packaging. After 14 days, contact the manufacturer for warranty assistance.
Must be returned within 30 days, with a receipt, to obtain a refund or exchange:
- Prescription contacts
- Hearing aids
Exchange-only items:
Some open/used products can only be exchanged for an exact or similar item, as follows:
- Open, used drones within 14 days*
- Unlocked opened wireless phones within 14 days*
- Airbeds, air mattresses within 14 days* (product exchange available if item is opened/used).
- Opened/used durable medical equipment within 30 days* (e.g., crutches, walkers, slings, mobility scooters, pulse oximeters).
- *Note: New, unopened items in these categories can be returned for a full refund.
Non-returnable items
Some goods are exempt from being returned. The types of goods below cannot be returned;
- Perishable goods such as food, flowers, newspapers or magazines cannot be returned.
- Intimate and sanitary goods.
- Hazardous materials
- Flammable liquids or gases.
- Gift cards
- Downloadable software products.
- Health and personal care items
 Packaging returns
When returning an item for any reason, you must do so in the exact condition you received it from TilyExpress, with its original packaging and all tags and labels attached (e.g. shoes should be returned within the original shoe box, and seals on items including audio or video recordings or software must not be removed).
Returned items are your responsibility until they reach us, so make sure they are packaged properly and can’t get damaged on the way.
You must not include in the packaging with the returned item any item not pertaining to the returned item as originally received from TilyExpress. You must entirely delete and eliminate all personal data pertaining to you and/or any third party which may be possibly present in an item, and de-latch any account possibly latched to the item.
TilyExpress will not be responsible for any items erroneously contained within a returned package, or for any data breach resulting from failure to eliminate personal data contained in a returned item.
Partial refunds
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition is damaged or missing parts for reasons not due to our error.
- Any item that is returned outside of the return window.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 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 original method of payment, within 7 days.
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 at cs@tilyexpress.ug.
Need help returning an item?
Contact us at cs@tilyexpress.ug for assistance returning your item.