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Return To Shop
At Prime Impex we want you to be happy with every piece you buy. This policy explains how returns, exchanges and refunds work for orders placed online, in our showroom or by phone. Last updated: 5 November 2026.
Overview
You can return most items within 14 days of delivery or collection. After 14 days we cannot offer a refund or exchange, except for faulty items covered below.
To be eligible for a return, the item must be unused, undamaged and in the same condition you received it, with its original packaging, labels and any parts or fittings.
The following items cannot be returned unless they are faulty:
- Custom-made, made-to-order or specially ordered items (for example, furniture in a fabric, size or finish chosen for you)
- Mattresses, pillows, bedding and other textiles once unwrapped, for hygiene reasons
- Items that have been assembled, installed, altered or used after delivery
- Items marked as clearance, ex-display or “sold as seen”
To complete a return, we need your order number, receipt or other proof of purchase.
We may offer a partial refund for any item that is returned incomplete, damaged or not in its original condition for reasons not caused by Prime Impex.
Refunds
Once we receive and inspect your returned item, we will contact you by phone or email to confirm whether your refund is approved.
Approved refunds are paid within 7 working days:
- Mobile money payments are refunded to the same mobile money number.
- Card payments are refunded to the same card.
- Cash on delivery and bank transfer payments are refunded by mobile money or bank transfer to an account in the buyer’s name.
Delivery charges are not refundable, unless the item was faulty, damaged on delivery or not what you ordered.
Late or missing refunds
If you have not received an approved refund after 7 working days, please check with your bank or mobile money provider first, then contact us at info@primeimpex.co.ug or +256 702 370 370.
Sale items
Items bought on sale or with a promotional discount can be returned within 14 days for an exchange or store credit. Faulty sale items are refunded in full.
Exchanges, damaged and incorrect items
Please check your order when it is delivered. If an item is damaged, faulty or not what you ordered, contact us within 48 hours of delivery at info@primeimpex.co.ug or +256 702 370 370 with your order number and photos. We will repair, replace or refund it at no extra cost, including collection. If you would like to exchange an item for a different size, colour or product, we can arrange this within 14 days, subject to availability; any price difference is paid or refunded.
Gifts
If you received a Prime Impex item as a gift, you can exchange it or receive store credit for its value within 14 days, with the order number or gift receipt.
Any cash refund for a gift is paid to the person who bought it.
How to return an item
1. Contact us first at info@primeimpex.co.ug or +256 702 370 370 so we can confirm your return and give you a return reference.
2. Bring the item to our showroom and store at Plot 10-12, Factory Road, Ntinda Industrial Area, Kampala, Monday to Friday, 9am to 5pm, or ask us to arrange collection.
3. For change-of-mind returns, a collection fee may apply depending on your location; we will confirm it before collecting. Collection is free for faulty, damaged or incorrect items.
Please pack items securely. Items damaged in transit because of poor packaging may only qualify for a partial refund.
Need help?
Contact Prime Impex at info@primeimpex.co.ug or call +256 702 370 370 (Monday to Friday, 9am to 5pm) for any questions about returns, exchanges or refunds.