FREQUENTLY ASKED QUESTIONS

USING OUR WEBSITE & MOBILE APPS

Can I shop on my phone? You can shop on your mobile phone or tablet by downloading our Pantha app. If you are logged into the same account across all your devices, your carts, addresses and payment methods will be automatically synced across all of them. You can also visit www.panthastore.com on your mobile browser to shop on the go. Please sign in to your account to sync your past activity across your devices.

How do I update my Pantha apps to the latest available version? For the best mobile app experience, we recommend enabling automatic updates so that you can have a seamless shopping experience. However, if you prefer to manually update your apps, do check back on your App Store or Play Store periodically for newer versions of the Pantha app.

Troubleshooting; Why am I unable to login? If you face multiple login errors, there may be a problem with your password. You may want to try resetting your password by selecting the 'Forgot Password' option. In addition, Pantha reserves the right to revoke access to suspected fraudulent accounts. If you are still facing problems logging in, please email us at help@panthastore.com or call us.

I am having difficulties accessing the website. What should I do? To enjoy the best experience on Pantha, please ensure that you have a working internet connection. From time to time, we schedule routine maintenance on our systems. Before this takes place, we do our best to inform you of when access to the Pantha site and apps may be limited. You will also be informed if you attempt to access the site and apps during these times. If you are still encountering difficulties, please email us at help@panthastore.com or call us.

How do I unsubscribe from marketing email communications? To unsubscribe from our marketing communications, please click the unsubscribe button at the bottom of our emails.

How do I turn off push notifications? In order to turn off your push notifications, please visit your device's settings.

For iOS Go to Settings > Notifications Look for the Pantha app Toggle the "Allow Notifications" button off

For Android Go to Settings > Sound and Notifications > Apps Look for the Pantha app Toggle the "Block" button to on PRODUCTS

How do I find products on Pantha? There are a number of ways you can find products: By Category – Think of our categories as shopping aisles. When you click on a category or tap on it, it will open a list of more specific sub‐categories. Product Search – Simply type the product you are looking for into the search bar at the top of the site and click search You can even search for brand names, categories and product attributes. My Orders – After your first order, your My Orders will be full of items you have previously ordered. Just click the red Add to Cart button to buy these products. Specify the quantity in the quantity section. What if Pantha does not sell a product I would like to buy? We’d love to hear your suggestions on what you would like to buy! Please suggest a product to us, so that we can look into stocking it for your future purchases. Send to us an email at info@panthastore.com with the ‘Product Suggestion’ as the reference.

What if a product I want to buy is out of stock? Our apologies! If a product is out of stock, usually it will show that it is out of stock and you will not be able to add it to your cart. However, where we find out that it is no longer available while fulfilling your order, we shall call you and inform you so that you can advise us to either exchange it or leave it out.

How do I know if a product I want to buy is on sale/discount? You can tell that a product is on sale when its price is struck through and there is a price in red text next to it.

How are my food items stored and delivered? When it comes to your food, our top priority is ensuring your health and safety, and we work hard to ensure that you get the freshest food in the safest manner possible. We store and transport products in accordance with market standards and regulations to ensure food safety. We carefully control the conditions in which your products are stored and transported, from the moment they are delivered to us to the time you receive them at your doorstep. Fresh items stay chilled and frozen items remain frozen. In order to ensure food safety, we may separate your items into different plastic bags to avoid cross‐contamination.

Can I receive alcoholic beverages in my delivery? All alcohol deliveries must be received by persons aged 18 or above. We reserve the right to request for a valid photo ID to verify that the recipient is above 18 years old.

Return & Exchange Please note that Pantha will only be able to accept returned items in their original packaging and in saleable condition.

Can I return products to Pantha? Our goal is to make you happy! If you are not 100% satisfied with your purchase for any reason, please email us at help@panthastore.com or call us within 4 days of your delivery date and we’ll do our best to assist you in resolving the matter.

How do I return an electronic product to Pantha? We are sorry you are not happy with your recent electronics purchase on Pantha and would be happy to help you. Our policy for returns depends on when your purchase was delivered and why you would like to return your product.

Change of mind If you have changed your mind on a product that you have not yet opened and is in re‐saleable condition, call us within 4 days of receiving your purchase to arrange a collection by our representative. Please return your item with all the original packaging and parts. This includes anything that was originally in the package, including flyers, plastic packaging, samples and free gifts. Do note that if you change your mind, Pantha reserves the right to apply a collection fee. If you have changed your mind and already opened the product, or if you change your mind after 4 days, we will not be able to accept a return request.

Defective products If your product is defective*, please call us within 4 days of receiving your purchase. Please provide us with the relevant documentation required (e.g. invoice, picture if the defect is visible and a description of the issue) to arrange a collection by our representative. Again, please return your item with all the original packaging and parts. Upon verification that there indeed is a manufacturing defect, we will refund your payment when we receive your return. Pantha does not offer repair services. *Defects due to product design, assembly, or manufacture. Excludes breakage and/or wear and tear from regular usage.

Scheduling your return For all returns requests, please contact customer service at help@panthastore.com or call us to schedule a pickup of your items. Please ensure that the items are packed in a protective box before handing it to the courier. Pantha will not be able to process your return if the item is damaged during the return delivery. Your refund will be issued when your items are received and assessed. Typically, this process takes 2 to 3 business days.

One or more of the products I ordered did not arrive.What should I do? We’re sorry! We strive to inform you beforehand if an item you have ordered becomes unavailable before we deliver your order to you. Rest assured that you will not be charged for products that you did not receive. Please check your final invoice that will be emailed to you within 2 hours of your delivery confirmation to ensure that it has not been included in your total charge. However, if your final invoice reflects that you have been charged for the missing item(s), please contact Customer Service or help@panthastore.com. You will either receive a refund on your original method of payment or a Pantha credit for a future purchase.

Why didn't I receive a free gift with my purchase? Often, our suppliers may run country‐wide promotions and you may receive a product with a label for a free gift. Unfortunately, we currently do not have the capability to include these free gifts in your order. We apologise for the inconvenience and are working hard to offer this feature to you soon.

I have a problem with the products in my order. What can I do next? We ask that you please check your order upon delivery. If you’re not completely happy with your products, please email us at help@panthastore.com or call us within 2 days from your delivery date and we’ll assist you from there.

Why does the item I received look different from the one on the website? From time to time, our suppliers may change the country of origin or packaging of their products. Where possible, we will endeavour to ensure this information is reflected in the online store, but there may be instances where the country of origin or packaging of product received will be different from what is being displayed on the Pantha website. In addition, the best by date on the images on the website are not representative of the actual best by dates of the products.

ORDERS

How do I add an item to my cart? When you are browsing our products, you will see an Add to Cart button on the page. Simply click that to add it to your cart. If you would like more than one quantity of that item, you can change the number/amount of products on the quantity section. Tip: If your Cart is empty or items are missing from it, it is likely that you are not logged into your account.

How do I place my order? You must have a registered Pantha account and be logged in to place an order. Browse all our categories or search for products, choose the ones you want and add them to your cart. Once you are done, go to the shopping basket icon and click ‘Proceed to Checkout’. Review your items, delivery address, delivery slot and payment mode. On the next page, click ‘Place Order’ and your order is placed. You will receive a confirmation shortly via email. You can also check ‘Orders’ to ensure that your order has been processed.

What happens to my cart if I leave before checking out? If you have an account with us, we will save the items that you added into your cart and sync them across your devices. However, we are unable to guarantee that the items will still be in stock when you return, as placing an available item in your cart does not reserve them for your order.

Can I order in bulk? At this time, we are unable to place bulk orders for our customers.

Managing your order; Can I track the status of my order? At this time, we are unable to offer order tracking on our website and apps.

How do I cancel my order? If you would like to cancel your order, please inform us immediately. We are, however, unable to accommodate cancellation requests once your order has begun processing.

Can I add or remove items from my order? At this time, we are unable to accommodate requests to add or remove items to your order once you’ve completed the checkout process. You can call our customer support and we can cancel the order so that you may fill your cart again with the items you want.

DELIVERY

When can I get my shopping delivered? We deliver to you six days a week, including Saturdays and public holidays. Our delivery hours are from 8:00 am to 10:00 pm weekdays and 10:00 am to 6:00pm Saturdays and public holidays.

Why don’t you work on Sundays? Our wonderful team and personnel need some time off to rest and recharge as well as spend some quality time with their loved ones to ensure a healthy work life balance.

Do you deliver to my neighbourhood? Pantha currently delivers within Kampala City. We are working on expanding our delivery coverage soonest.

What if I'm not home for my delivery? We understand that life can be unpredictable and plans can change. However, if you are not present for your delivery, it has an impact on our resources and costs, which in turn means that we are unable to serve you and your fellow customers to the best of our ability. If you are not at home for your delivery, Pantha reserves the right charge you a restocking fee of 20,000 UGX in addition to the cost of fresh and frozen items in your order that cannot be restocked. Pantha reserves the right to deny future service to customers who are repeatedly absent for their deliveries. If you know that you will not be home for your delivery, you can call customer service for assistance and to make a timely communication.

Why can’t Pantha just not use plastic bags? With the wide range of products you are able to purchase, packing and delivering them becomes challenging with the risk of cross‐contamination. At Pantha, we place your health and safety as our top priority, and aim to deliver your products to you in the safest manner possible. In order to comply with guidelines for food safety, you may find that your products arrive in separate plastic bags. The reason for doing so is to reduce the chance of cross‐contamination of your food products during storage and transit. We also separate your items to ensure that they are stored at the right temperature for optimum freshness.

Who will deliver my order? At Pantha, we have our own fleet of speedy delivery bicycles, vans and friendly Delivery Representatives. Your order will be packed with care and delivered right to your doorstep. At times we may partner with other courier companies in order to serve you better. They will identify themselves clearly. All delivery personnel are carefully vetted and approved by Pantha Why can’t my delivery representative bring my groceries to my kitchen or pantry? While we do our best to provide you convenience when shopping with Pantha, we seek your understanding that our delivery representatives are also responsible for the timely deliveries for customers who have orders to be fulfilled after yours. In the interest of ensuring on time deliveries for all our customers, your delivery will be completed at either the foyer or entrance of your home, or the reception area of your office.

PAYMENT

What are the modes of payment can I use? At the moment, you can choose to pay with any of the following; cash, MTN Mobile Money, Airtel Money or M Pesa

Why do you charge a delivery fee of 10,000 UGX? We charge a delivery fee to enable us acquire the appropriate packing to keep your order safe and protected and also to ensure fast and timely delivery to your location using any means necessary.

When am I charged for my order? If you choose to pay using cash, you will only hand over your cash to our delivery personnel after receiving your order. We generally do not prompt mobile payments until after your order has entered the processing/shipping level or, for digital products, until we make the digital product available to you.

What happens if my payment method fails? In the event your chosen payment method fails at the point of check out, you will have an option of retrying the payment method or choosing a different payment method. If your new payment method is successful, your order will proceed as normal. If you choose to discard an order that has a failed payment method, you will not receive that order.

Is Pantha secure? Yes. We take every precaution to protect your privacy and to prevent misuse of the private information you provide us. Please note that while we make reasonable efforts to safeguard your personal information once we receive it, no transmission of data over the Internet or any other public network can be guaranteed to be 100% secure. See our full Security & Privacy Policy.

Will my information be kept private? Of course! We use your information only to process orders, to provide an enhanced and personalized shopping experience, and to inform you of special Pantha offers and discounts. We will not release your personal information to any third party unless you have granted us explicit permission to do so. Discounts / Coupons; How do I enter a promo code? You’ll have the opportunity to enter a promo code during the payment stage of the checkout process. Simply enter the code (e.g. 'GoPantha') followed by the 'Enter' button. Once the code has been successfully redeemed, the total amount will be updated. If there are any issues, you will see a small red box explaining the issue. Only 1 promo code can be used per order. Promo codes cannot be used in conjunction with any other group or credit card discounts.

SELLING ON PANTHA

Third Party Vendors You can reach tens of thousands of potential customers and grow your brand by selling your products on Pantha. If you have a business and you are interested in featuring your products on Pantha, please contact us via our office. We are always on the lookout for exciting new products to offer our customers. Besides beautifully showcasing your products, Pantha offers you several benefits compared to traditional brick‐and‐mortar and other online retailers:

across the entire shopping journey,

Our Quality Control Officers are required to approve of all Third‐Party Vendors before they are granted access to upload products on the website. However, it’s free to start to sell your products on Pantha. Get in touch today. We'd love to hear from you.