URWA's Code of Practice

URWA's Code of Practice

The Uganda Retailers and Wholesalers Association (URWA) launched its Good Retail Practices and Standards Scheme at its 5th Annual General Meeting. Retailers who adopt and adhere to URWA's Code of Practice may display the "Good Retail Practices and Standards" logo (see below) within their stores. Retailers wishing to sign up to the scheme may contact us via email for more information.


URWA's Code of Practice as ratified at the 5th AGM:

1. Itemized Receipts: Always provide the customer with a proper receipt for any purchase of goods. The receipt should clearly state each good sold, and the price for each item.
2. Goods Refund / Replacement /Returns Policy: Clearly state your refund policy for the goods you sell at the time of sale. Do so in writing. This may be via an easily visible signage at the point of sale, or on the receipt issued to the customer.
3. Price Tagging: Price tag or have shelf tickets for individual items or exhibited /display items, making the tag or ticket easily visible in a prominent place.
4. Pricing: Be aware of the Recommended Retail Price (RRP) for the product you are selling, as the RRP will be taken into consideration when investigating cases of overcharging, and it will be used as the basis for price consideration. Members are advised to exercise valid constraints on the level of mark-ups.
5. Verify Goods before processing the customer's payment: Verify the goods are in-stock, are in working condition (where applicable), and that you are able to fulfill the customer's order in full.
Electrical/Electronics Goods Retailers: Ensure warranty and guarantee cards are included, along with parts and accessories that are indicated in the standard package specified by the OEM.
6. Misrepresentation: Do not misrepresent the customer by falsifying advertising, information, publicity materials, promotion, and / or other publicity materials.
7. Anti-Touting: Do not engage in or support any form of touting of services and / or products, or similar, where touting may be defined as soliciting customers or patronage, especially in a brazen way.
8. Legislation :
(i) Adhere to all laws and regulations relating to the sale of goods. In addition, do not engage in any unfair practices as set out in the second schedule of the Consumer Protection (Fair Trading) Act (www.mtic.go.ug, look under "Legislation")
ii) To comply with the Competition Laws as set out by the Competition Commission of Uganda. Businesses are not to engage in anti-competitive business practices such as price fixing or abuse market position through exploitative behaviour.