SHIPPING AND RETURNS
KMS Power Solutions Uganda LTD store is a generator and accessories sales website, not a delivery agent. While we only work with the most reputable and reliable carriers, once a generator leaves our dock doors, the responsibility for safe and timely delivery falls on the carrier.
Turnaround
All orders are shipped as quickly as inventory becomes available, and may be subject to supply chain constraints. Each supplier has different shipping lead times and we will relay the most recent information on ship times and update the website accordingly. All ship times are subject to change on the website without notice.
Local Pickup
Local pickup is available for in stock items at our facility in Kampala. Products eligible for local pickup will have a “Local Pickup” option under the shipping options at checkout. The customer will be notified by email when the order is ready for pick up at the facility. Customers must provide a physical/digital copy of the order receipt, or a valid form of ID when picking up orders. Orders must be picked up by the party placing the order; no 3rd parties will be allowed to pick up orders placed through KMS Power Solutions Uganda Limited.
Items selected for local pickup will be held for 14 days at the warehouse. If an order has not been picked up by the customer within 14 days of order placement, the order will be automatically shipped to the address on file. Mixed orders with out of stock items included can be selected for local pickup, with the item of stock items being automatically shipped when the item has been re-stocked.
Pick up must be done during KMS Power Solutions Uganda Limited hours of operation. These hours of operation are Monday – Friday, 8:30am – 5:00pm EAT
Order Tracking
When a tracking number is provided by the shipping carrier, we will update your order with the tracking information. Please note that some orders (generally smaller accessories) will not have tracking numbers.
Shipping Rates
The rate charged for the shipping of your order is based on the weight of your products, and your location. Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you do not agree with shipping charges. Some carriers charge extended and/or remote area surcharges for delivering goods too difficult to access regions. Our team works hard to keep rates low but surcharges will be passed along to the customer when incurred on a shipment.
Free Shipping
Free shipping is available on orders over one five millions UGX (5,000,000) within the greater Kampala metropolitan area. Shipments to all other areas do not qualify for free shipping, and will have shipping charges automatically calculated at checkout. Carriers may still charge extended delivery and/or remote area surcharges for difficult to access regions.
Free shipping is shipped through our delivery channels with no additional package insurance.
Back Orders and Partial Shipments
If an item goes on back order we will ship you the part of your order that is in stock. When the back-ordered item becomes available, we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment.
RETURNS, REFUNDS AND EXCHANGES
Returns & Refunds
Orders can only be cancelled before the item has shipped for a refund. Refunds issued before an item has shipped are subject to an 8-10% merchant fee (this charge is due to charges incurred by KMS Power Solutions Uganda Limited to process the transaction and refund, and cannot be circumvented)
Products can only be returned to KMS Power Solutions Uganda Limited if they are in new, unused, and uninstalled condition. Once a product has been used or installed it CANNOT be returned or refunded through KMS Power Solutions Uganda Limited. All returned merchandise must be in the original packaging, and include all included parts, pieces, and accessories. Opened packages may be subject to additional fees unless all parts, pieces, and accessories with included documentation are returned with the item, all in their original packaging. Refunds will be issued when the returned product(s) have been received by KMS Power Solutions Uganda Limited. All refunds and returns must be requested within five (5) days of receiving your product(s). Any first time, outbound freight will not be refunded.
Any returned items are subject to a restocking fee up to twenty percent (20%).
Items are only eligible for return for five (5) days from time of shipment. After this point, any inquiries must be handled through our warranty policy.
Exchanges
Products can only be exchanged through Generator Source under two (2) circumstances.
1. If an item arrives damaged and is REFUSED AT DELIVERY, the item can be returned to our offices and exchanged for a replacement unit. Customer will need to contact us through our customer service at info@kmspowersolutions.comor by telephone contact immediately but not later than 2h Hours.
2. If an item’s status changes from in stock to back-ordered after a purchase is made, but before the item ships, the order can be changed to another unit. Please contact Generator Mart customer service at info@kmspowersolutions.com for any and all order changes.
Damaged Goods
When receiving your products, the customer is required to inspect any and all packages and all contents before accepting the delivery. Make sure you receive the correct number of packages you are signing for. DO NOT ACCEPT ANY DAMAGED GOODS
Orders that arrive damaged and are REFUSED at delivery must follow the procedures listed above. Please contact us in the event that you are forced to refuse a shipment.
KMS Power Solutions Uganda Limited will not exchange or refund damaged goods that are accepted by the customer.
Defective Merchandise
Any defective merchandise (not operating properly) must be handled through our warrant terms and conditions
Free Shipping Terms
Some restrictions may apply to “Free Shipping.” Contact us directly for details.
Contact Information
KMS Power Solutions Uganda Limited Customer Service can be reached at info@kmspowersolutions.com
Customer Service Hours: Monday-Friday 8:30am – 5:30pm EAT