Last Updated: December 4, 2025

Legal Entity: MARUDISHA PRINTERS & GENERAL SUPPLIES LIMITED
Trading As: GateGrocer
Business Registration Number: 80034590793835
Tax Identification Number (TIN): 1052109064
Address: Plot 55, Kinawataka, Nakawa Division, Mbuya I, Kampala, Uganda
Contact: +256 (786) 077 227 / +256 (792) 437 755
Email: info@gategrocer.com

1. Overview

At GateGrocer, operated by Marudisha Printers & General Supplies Limited, we are committed to delivering fresh, quality produce. This policy outlines our approach to refunds, returns, and quality concerns.

2. Fresh Produce Nature

Fresh produce is perishable by nature. We source items directly from markets and farms based on your order. Once purchased and delivered, we cannot accept returns of fresh produce unless there is a verified quality issue at the time of delivery.

3. Quality Guarantee

We stand behind the quality of our produce. If you receive items that are:

  • Spoiled or rotten at delivery
  • Significantly different from what was ordered
  • Damaged during transit
  • Missing from your order

Please contact us within 2 hours of delivery via WhatsApp at +256 (792) 437 755 with:

  • Your order number
  • Photos of the affected items
  • Brief description of the issue

4. Resolution Process

Upon verification of a quality issue, we will offer:

  1. Full Refund for the affected item(s)
  2. Replacement on your next scheduled delivery (where possible)
  3. Store Credit for future orders

Refunds are processed within 5-7 business days via your original payment method (Mobile Money or cash equivalent).

5. Non-Refundable Situations

We cannot offer refunds or returns for:

  • Change of mind after order confirmation
  • Items rejected due to personal preference (e.g., size, ripeness preference)
  • Produce that spoils due to improper storage after delivery
  • Orders where delivery was attempted but recipient was unavailable
  • Late quality complaints (more than 2 hours after delivery)

6. Order Cancellations

Orders can be cancelled before market purchasing (typically the evening before delivery day). Once we’ve purchased items on your behalf from the market, cancellations are not possible.

To cancel an order, message us on WhatsApp at +256 (792) 437 755 as early as possible.

7. Pricing Adjustments

Market prices fluctuate. If an item’s price changes significantly from what was displayed:

  • We will notify you before purchase
  • You can approve the adjustment or remove the item
  • You will never be charged more without your consent

8. Payment Failures

For Mobile Money payment failures:

  • Your order will be held for 2 hours for payment resolution
  • After 2 hours, the order may be cancelled
  • Cash on Delivery is always available as an alternative

9. Contact for Refund Requests

To request a refund or report a quality issue:

GateGrocer Support
WhatsApp: +256 (792) 437 755
Email: info@gategrocer.com
Hours: Monday-Saturday, 8:00 AM - 6:00 PM EAT

Please include your order number and photos when reporting issues.

10. Governing Law

This Refund & Return Policy is governed by the laws of the Republic of Uganda. All refund decisions are subject to verification and approval by GateGrocer management.

GateGrocer - Fresh produce delivered to your gate.
Operated by: Marudisha Printers & General Supplies Limited
TIN: 1052109064