Returns, Refunds & Disputes

Last updated 15 January 2026

1. Overview

SUUQ is primarily a classifieds and mini-shop platform. In most cases we are not the seller and we do not handle money, delivery or returns between buyers and sellers.

This page explains how returns and disputes normally work on SUUQ, and what we can and cannot assist with.

2. Deals between buyers & individual sellers

Most listings on SUUQ are posted by individual sellers or shops. When you buy from them, you are entering into a direct agreement with that seller, not with SUUQ ONLINE (U) LTD.

  • Always inspect the item carefully before paying,by utilising the Explore/Reels section, the videos along side images. For high-value items, meet in a public place or at the seller’s shop and test the product.
  • Agree on any return or exchange conditions before you pay (for example, “24-hour test period”).
  • Keep screenshots of the SUUQ chat and listing in case there is a later disagreement.

Any returns, exchanges or refunds are handled directly between you and the seller, according to whatever terms you agreed.

3. SUUQ’s role in disputes

  • We may review reports of serious fraud, fake items, repeated misrepresentation or non-halal / illegal goods.
  • We may remove listings, limit or block accounts that repeatedly break our rules.
  • We may, at our discretion, help by sharing guidance, but we are not a court and cannot force a seller to refund you.

If you believe a crime has been committed (for example theft or fraud), please report it to the police and provide them any evidence you have. We will cooperate with lawful requests from authorities.

4. Items promoted or fulfilled by SUUQ

From time to time SUUQ may run special campaigns or sell limited items directly as “SUUQ deals” or under clearly marked programmes. Where SUUQ is acting as the seller or fulfilment partner, the specific return / refund terms will be explained on the campaign page or at checkout.

5. Reporting a problem

If you have an issue with a listing or a completed deal, you can:

  • Use the “Report” or “Flag” option on the ad;
  • Contact us at support@suuqonline.ug with screenshots and details; or
  • Where appropriate, contact local authorities.

6. No guarantee or escrow (for now)

Unless clearly stated for a particular product or service, SUUQ does not currently provide escrow, buyer protection guarantees or automatic refunds. Trade wisely and follow our safety tips when meeting and paying sellers.