Delivery Information
Delivery Windows
For
your convenience, we offer a number of windows in which we expect to deliver
your order. At checkout, you may select your preferred window and we will make
every attempt to deliver within that time period. In the event that there is a
delay to delivering your order within the exact time window, you will be
notified as much in advance as is possible. Ultimately, the delivery windows
are a guide and we are not contractually bound to deliver within the stipulated
time period. What we do guarantee is that your order will be delivered within
24 hours of the time of your selected delivery window. That said, majority of
our customers’ orders are delivered within their chosen delivery window and it
is always our goal to achieve this.
Communicating With You During Order Processing
While
processing your order, we may need to contact you to discuss availability of
some of your items and any replacements we may want to suggest to you. At
checkout, we ask customers their preferred means of us communicating with them
(phone call or SMS/email). Whichever medium you select, we request you to have
access to it so you can respond in a timely manner so as to allow us process
and deliver your order within your preferred delivery window. Customers who are
late in responding may have their delivery rescheduled in order not to delay
delivery of other customer orders slated for the same window.
Access To Your Delivery Location
We
always endeavour to deliver your order directly to your doorstep, however if
access to your location is limited due to a dilapidated road, flooding, road
blocks, civil unrest or any other encumbrances, then we will require you to
notify us in advance and also to meet the delivery driver at a convenient and
more accessible location. Failure to notify us of any such issues may result in
a delay and/or rescheduling of your delivery or a cancellation of your order.
Access Within Your Building
Our
delivery drivers are very happy to carry your order to your doorstep and even
into your home, if you want them to. If your building has an elevator, the
drivers will bring the order to any floor you’re on. If, however, the building
has no elevator, the highest floor the drivers will walk up to is the 4th floor
(assuming the ground floor is the 1st floor). Also, if your order contains
large and/or heavy individual items such as water refill bottles, the driver
will only walk up to the 2nd floor (assuming the ground floor is the 1st floor)
if the building has no elevator.
Meeting Our Delivery Driver
In
order to enable our delivery drivers effect timely deliveries, they are
mandated to wait a maximum of 15 minutes for each customer to receive their
orders from them. After contacting a customer (either by phone call or SMS) and
the customer is either unresponsive or fails to show up after 15 minutes, the
driver will leave and another delivery attempt may be made which may be subject
to an extra charge. Also note that Uplinx will not be liable for any damage
caused to products (such as fresh meat and vegetables or frozen produce) as a
result of the additional time the products spend due to a customer being
unresponsive and/or unavailable to take delivery of such products.
Cancellations
When we
receive customer orders, we begin processing them immediately. And because we do
not sometime hold our own inventory and we only purchase from other partner
outlets when customers place orders, as soon as customers pay for their orders,
we start purchasing their selected products from the partners. The retailers we
buy from have a no-return policy so, we in turn, are unable to return any items
customers purchase from us to the retailers. Thus, once an order has been
placed and paid for, Uplinx is unable to accept a cancellation of the order.
Neither is Uplinx able to process a refund (either to the customer’s Uplinx
wallet or their bank account). This, however, does not affect customers’ rights
to a refund in the event that an ordered item is unavailable.
Returns
If we
deliver an incorrect or damaged item (damage that has been caused by us), we
will happily replace the item at no additional cost to you. For us to replace
such items, customers will need to notify the delivery driver of their
observation at the point of delivery. Once customers have taken delivery of
their order and signed confirming this, they take ownership of the items and Uplinx
will be unable to accept any returns. For this reason, we ask customers to
carefully check and confirm the accuracy of their order with the delivery
driver before acknowledging receipt by signing. Uplinx will not accept returns
for items that have no material damage to them. Products that are materially
intact but whose packaging may have scratches, peels, tearing, dents,
discolouration, rust, or any other aesthetic impairment that does not affect
the taste, functionality or integrity of the actual product may not be accepted
by Uplinx as a return.
Refunds
If an
item you ordered is unavailable, we will continue to check for the item until
it is back in stock. If, after our checks, the item remains out of stock, any
credit due to you will be added to your Uplinx eWallet. We do not process
refunds to bank accounts.
In instances where your address is not within our delivery coverage locations or we later receive a payment which did not reflect in our account at the time you made it, we may process a refund to your account after deducting relevant bank charges.