Effective Date: 23 August 2026

At Leister Online Hardware & Build Supply, a division of Leister International Contractors (U) Ltd, we aim to supply quality hardware, construction materials, tools, equipment, and building products as ordered. This Refund & Returns Policy explains when products may be returned, exchanged, or refunded.
By placing an order with us, you acknowledge and agree to the terms of this policy.

1. Returns
A return may be accepted where:
 → The wrong product was supplied by us.
 → The product received is damaged or defective.
 → The product does not reasonably match the confirmed order.
 → A return has been approved by our customer service team before the product is sent back.
Products must generally be returned unused, undamaged, complete, and in their original packaging where applicable.

2. Reporting a Problem
Customers should inspect their order upon delivery.
Any shortage, visible damage, incorrect product, or other delivery-related issue should be reported to our team as soon as possible after receiving the order.
Where applicable, customers may be required to provide:
 → Order number or receipt.
 → Description of the problem.
 → Photographs or videos of the product and packaging.
 → Delivery information.
 → Any other information reasonably required to investigate the claim.

3. Products That Cannot Normally Be Returned
Certain products may not be eligible for return because of their nature, condition, customization, or supplier requirements.
These may include:
 → Specially ordered or imported products.
 → Customized or made-to-order products.
 → Cut-to-size or specially prepared materials.
 → Products that have been mixed, altered, modified, installed, or used.
 → Products with damaged or missing original packaging where the packaging is necessary for resale.
 → Products returned without prior authorization.
 → Products that are otherwise non-returnable under applicable manufacturer or supplier terms.

4. Change of Mind
Returns arising solely from a change of mind, incorrect selection, incorrect measurements, or purchasing more products than required may be considered at our discretion.
Where such a return is accepted, the customer may be responsible for:
 → Return transportation costs.
 → Delivery charges already incurred.
 → Restocking or handling charges where applicable.
 → Any loss in value caused by damage, use, alteration, or missing packaging.

5. Exchanges
Where an exchange is approved, we may replace the product with the same product or, where agreed, an equivalent or alternative product.
If the replacement product has a higher price, the customer may be required to pay the difference.
If the replacement product has a lower price, any applicable balance will be handled according to our refund procedures.

6. Damaged Products
Customers should inspect products immediately upon delivery.
Where damage occurred before or during delivery and the claim is verified, we may, depending on the circumstances:
 → Replace the damaged product.
 → Repair the product where appropriate.
 → Provide an approved alternative.
 → Issue a partial or full refund where applicable.
Customers should retain the product, packaging, and delivery documentation until the claim has been reviewed.

7. Defective Products
Where a product develops a manufacturing defect, the matter may be handled under the applicable manufacturer’s warranty or guarantee.
Customers may be required to provide evidence of the defect and follow the manufacturer’s inspection, repair, replacement, or warranty process.
Damage caused by misuse, improper installation, neglect, unauthorized modification, abnormal use, or failure to follow manufacturer instructions may not qualify as a manufacturing defect.

8. Refunds
Where a refund is approved, the amount refunded will depend on the circumstances of the return and the terms applicable to the order.
Refunds may be reduced by applicable delivery, transportation, transaction, restocking, handling, or other reasonable charges where the return is not caused by an error or verified fault on our part.

9. Refund Method
Where reasonably possible, refunds will be made using the original payment method or another method agreed with the customer.
Processing times may depend on the payment method, financial institution, mobile money provider, bank, or payment service provider involved.
We are not responsible for delays caused by third-party financial institutions or payment processors.

10. Deposits and Advance Payments
Deposits or advance payments for specially ordered, customized, project-specific, or reserved products may be subject to specific terms communicated at the time of purchase.
Where an order has already been processed, purchased from a supplier, customized, transported, or otherwise committed on behalf of the customer, the deposit may be non-refundable to the extent permitted by applicable law and the agreed order terms.

11. Bulk and Project Orders
Bulk purchases, contractor orders, institutional orders, project supplies, and specially sourced materials may be subject to separate return, cancellation, and refund conditions.
These conditions may be communicated in the quotation, invoice, purchase agreement, or other written confirmation before the order is accepted.

12. Order Cancellation
Customers should contact us as soon as possible if they wish to cancel an order.
Cancellation may be accepted before processing, dispatch, customization, procurement, or delivery, depending on the circumstances.
Once an order has been processed, dispatched, specially sourced, customized, or delivered, cancellation may no longer be possible or may be subject to applicable charges.

13. Incorrect Delivery
If we supply an incorrect product due to an error on our part, we will review the matter and, where the error is confirmed, arrange an appropriate solution.
This may include replacement, collection, exchange, or refund depending on the circumstances.

14. Delivery and Return Costs
Where a return is required because we supplied the wrong product or a verified defect or delivery-related damage is attributable to us, we will determine the appropriate arrangements for return or replacement.
Where a return is requested for customer-related reasons, the customer may be responsible for the costs of returning the product.

15. Product Packaging
Products should be returned with their original packaging, manuals, accessories, labels, warranties, and other items supplied with the product where applicable.
Missing components or damaged packaging may affect the eligibility or value of an approved return.

16. Warranty Claims
Where a product carries a manufacturer’s warranty, warranty claims may be subject to the manufacturer’s terms and procedures.
Leister Online Hardware & Build Supply may assist customers in communicating with the manufacturer or supplier where appropriate, but warranty decisions may ultimately be made by the relevant manufacturer or authorized service provider.

17. Refund Review and Approval
Submitting a return request does not automatically guarantee approval of a refund or exchange.
Each request may be reviewed based on:
 → The condition of the product.
 → The reason for the return.
 → The date and circumstances of purchase.
 → Applicable product warranty.
 → Supplier or manufacturer requirements.
 → Delivery and inspection records.
 → Applicable laws and regulations.

18. Fraudulent or Abusive Returns
We reserve the right to investigate suspicious, fraudulent, repeated, or abusive return and refund requests.
Where permitted by law, we may refuse a return or refund where there is reasonable evidence of fraud, misuse, intentional damage, false claims, or abuse of the returns process.

19. Statutory Rights
Nothing in this Refund & Returns Policy is intended to remove or restrict any consumer rights or legal protections that cannot lawfully be excluded or limited under applicable laws of Uganda.

20. Changes to This Policy
We may update this Refund & Returns Policy from time to time to reflect changes in our products, suppliers, services, operational procedures, or applicable legal requirements.
The latest version will be published on this page with the applicable effective date.

21. Contact Us
For returns, exchanges, refunds, damaged products, defective products, or order cancellation requests, please contact:

Leister Online Hardware & Build Supply
Website: hardware.international-contractor.com
Customer Support: Contact our sales and customer service team through the available channels on our website.
Please have your order number, receipt, invoice, or other proof of purchase available when contacting us.