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MALL> Help Center> Content

Aftersale service

2016-11-19 13:40

                          Exchanges, Returns And Refunds


A. For FBK and Drop shipping orders

i.  General Conditions

You will have 7 working days to return the package after the delivery date.

The product you return should meet the following conditions depending on the reasons:





Bought at Kilimall

Product has            seal

Accompanying accessories and gifts are returned as well

Product is in good        condition


Wrong product  delivery





Faulty product





Missing items





Change size





Not identical to website description





At Ngong Road after sale center we will receive the product, check on the state of the product and ensure that the return claim is valid and when approved, the after sales team will give you solution to the problem.         

If the problem fits the conditions specified above, the product can be fixed, exchanged or refunded.

However if the request is denied, the after sale team will inform you of the reason why and return the product to you.

ii. Exchange Conditions

Exchanges conditions are different depending on whether the product has a warranty or not.

Products with warranty:

The warranty should be valid.

The product should be accompanied with the purchase receipt

 The warranty only covers software function but not faults that generate from the customers end

Products without warranties:

For products that do not have a warranty, they should be exchanged based on valid reasons stated in general conditions

For phones, computers and consumer electronics, they should be serviced at the respective brand service center

The first option will be fixing the affected part before opting for an exchange of the product for another one.

An exchange can only be done for a similar product

The exchange should be based on the consumer protection laws.

For exchanges based on size arising from your miscalculations, you should meet the delivery fee.

Exchange Period

Exchanges for product without warranty is 7 days

Exchanges for product with warranty is throughout the stated warranty period

If the error lies on our side, the exchange will be done for free

However, if the mistake lies on your side, for example selecting the small size of a dress, the dress will be exchanged but you will pay for the second delivery.

Products that cannot be exchanged unless returned by the rider immediately:

- All undergarments, lingerie, shape wear and toiletries

- Hair & beauty products

- Cosmetics and perfumes

- Any other items that had a protective wrapping which you have removed.

For any custom made products, they will not be accepted back.

This does not apply to global shipping.

You are encouraged to check and confirm the product's size, color, gifts, number of items etc upon collection or on delivery, and then sign the delivery note only if it is the correct order.

iii. Repair & Replacement

Servicing and repair with regards to the products offered on Kilimall website mostly applies to phones, tablets and electronics as well as other items where applicable.

We offers repairs and replacements to products bought from the website and also for those bought elsewhere can be repaired by us at a fee.

The period for servicing is based on the warranty and it may be free or charged depending on the situation.

Please note that for most servicing and repair centers, they operate between Monday and Friday from 9am to 6pm. To get more information with the relevant after sale center, call our customer care team or check the ' brand service centres page' at the bottom of the homepage.

Repairs and Replacement Costs

Repairs & replacements will be charged based on the services offered.

If the repair is based on warranty conditions, the services can be offered at no charge.

 However, if the repair is based on you wanting the product to be serviced or the product becomes faulty while in your care, then the service will be charged based on the technical team’s advice.

If you want repairs for products not bought from us, the charge will be a bit higher as compared to that charged to products bought from us.

It’s important to note that different service centers have different rates.

Period for Repairs

Since repairs are done in different location depending on where the seller has authorized the after sale services, the timelines for repairs are different & the time will be specified by them

With us, repairs will take 7-14 days.However is a spare part has to be imported, the repair period may taken longer up to 30 days.

iv.  Refund

Refund Method

We have 1 method of refund for both cash on delivery and online payment. 

The refund is done within the 7 working days.

Mobile money transfer service

This means mobile money transfer service offered by a network operator like Mpesa from Safaricom.

All mobile refunds are made less the value of the delivery except if the error was from our side. The money will be received from Kilimall International.

B. For Global Shipping Orders

i. Exchanges

Exchanges do not apply in global shipping due to the product not being locally available. We advice you to be careful when ordering and read the product content and instructions carefully.

ii. Repair & Replacement

Repairs can be done for global shipping orders, some for free and others at a charge depending on the case. 

The after sale centre will best advise you.

iii. Refunds

For all orders, you are advised to open the packages in the presence of the delivery person for them to bear witness of any discrepancies and go back with the package.

Some cases of packages having issues after they are opened from home have proven to be hard to validate. If this happens, take a photo within 6 hours of receiving the package and send to us via our customer care email. 

Refunds in global shipping products will only apply to the following cases:

- To orders that have crossed the 30 day period and have not been delivered to you

 - To packages that have the wrong item packaged

 - To packages that have missing parts or different accessories from what is shown on the website


     C.  Applying for Repair, Exchange and Refund

Get in touch with us through phone call and  give information on the request you want to place or have placed via email and we will listen and inform you if the request can be accepted or if its denied.

If your request is approved, we will inform you of the way forward. We will tell you where you will receive the repair services and the time frame depending on the  service provider.

For exchange and refunds, we will tell you where to deliver the products, when you will receive the exchange item or refund and charges involved as well as deductions (if any) for refunds. 

Keep in mind that all returns should be brought to us within 7 days of receiving the item.

You can raise your concern via email to refund.kenya@kilimall.com    

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