Shipping & Returns

1. Delivery areas

NR Group delivers EMTOP products throughout Uganda. Primary fulfilment is from our Kampala operations at Sixth Street, Industrial Area. Delivery options and fees are confirmed at checkout and may vary by weight, volume, and destination.

2. Delivery timelines

• Kampala metropolitan — typically same-day or next-business-day express motorcycle / van delivery for in-stock items ordered before the daily cut-off.
• Upcountry — usually 2–4 business days to major towns (e.g. Jinja, Mbarara, Gulu, Mbale) via our logistics partners. Remote locations may take longer.
• Store pickup — where offered, orders are prepared for collection from our Kampala flagship / showroom location. You will be notified when ready.

Timelines are estimates and exclude weekends, public holidays, severe weather, or events beyond our control. You will receive SMS or in-app updates where available.

3. Shipping fees

Delivery charges are calculated at checkout based on your address and selected method. Free or promotional shipping may apply to qualifying orders during campaigns; terms will be shown on the offers page and at checkout. COD orders may include a small collection fee where applicable.

4. Payment on delivery

For Cash on Delivery (COD) orders, please have the exact UGX amount ready. Our agent will only release the parcel once payment is received. Failed COD attempts (customer unavailable, refusal to pay) may result in return to depot and order cancellation; redelivery fees may apply. MTN MoMo orders must be paid before dispatch unless we expressly state otherwise.

5. Receiving your order

Please verify the package is intact before signing. If the carton is damaged, torn, or wet, note this on the delivery sheet and photograph the packaging. Contact us within 48 hours of delivery for missing items, wrong products, or transit damage so we can investigate promptly.

6. Returns & exchanges

We want you to be satisfied with genuine EMTOP tools. You may request a return or exchange within 7 days of delivery if:

• The item is unused, in original packaging, with all accessories and manuals.
• You provide proof of purchase (order number or invoice).
• The product is not a clearance, custom, or specially ordered item marked non-returnable.

Approved returns may be exchanged for another product of equal value, store credit, or refund to the original payment method (MoMo refunds follow MTN timelines; COD refunds are arranged via MoMo or bank transfer after inspection). Return shipping for change-of-mind returns is at the customer's expense unless the item is defective or incorrectly supplied.

7. Defective on arrival

If a product is DOA (dead on arrival) or has a clear manufacturing defect, contact us within 48 hours. We will arrange inspection and, where verified, a replacement or repair under warranty at no cost for the defective unit (subject to stock).

8. Warranty service (12 months)

EMTOP tools purchased from this Store include a 12-month local warranty against manufacturing defects from the purchase date. To claim:

• Bring the tool, accessories, and proof of purchase to our service centre.
• Service location: Sixth Street, Industrial Area, Kampala.
• Our technicians will diagnose the issue. Warranty covers manufacturing defects; it does not cover misuse, drops, water damage, unauthorised repairs, or normal wear of consumables (blades, bits, carbon brushes, etc.) unless the product documentation says otherwise.

More detail is available on our Warranty & Service page.

9. Cancellations

You may cancel an unpaid or not-yet-dispatched order from your account or by contacting support. Once dispatched, cancel requests are treated as returns under this policy. We may cancel orders for payment failure, stock issues, or suspected fraud and will notify you and refund any amount already paid.

10. Contact for delivery & returns

For tracking, failed delivery, returns authorisation, or warranty intake, reach EMTOP Uganda / NR Group via our Contact page, or visit Sixth Street, Industrial Area, Kampala during business hours. Have your order number ready.