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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

The product to be returned is brought within 7 calendar days of receiving the item with valid reasons for return.


The product returned should meet the following conditions

   

 

image    

condition

Bought at Kilimall

Product has            seal

Accompanying accessories and gifts are returned as well

Product is        in good        condition

imagecase

Wrong product  delivery

yes

yes

yes

yes

Faulty product

yes

no

yes

no

Missing items

yes

no

no

yes

Change size

yes

no

yes

yes

Not identical to website description

yes

no

yes

yes



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 a 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 the customer of the same and return the item back to them.



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.

This does not apply to global shipping.

Buyers are encouraged to check and confirm their products (size, color, gifts, number of items) 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.


Kilimall offers repairs and replacements to products bought from the website and also for those bought elsewhere can be repaired at Kilimall 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.


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 became faulty while in your care, then the service will be charged based on the technical team’s advice.


For customers who want repairs for products not bought at Kilimall, the charge will be a bit higher as compared to that charged to our customer.


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


At Kilimall, repairs will take at most 7-14 days.


iv.  Refund


Refund Method


Kilimall has 3 methods of refunds used through the same way the customer paid for the purchase as explained below:


The refund is done within the 7 working days of the refund process.



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.


Refund to Account for Visa payment


Refunds to visa are made less the value of the delivery except if the error was from our side.


Refund to Kilimall Account


Refund to Kilimall Account means that when a refund is made, the money is not sent to you but it is in your Kilimall account. This money can be used to make new payments next time you order.


The system will automatically deduct the value of the money in the account.


Vouchers


Vouchers that were given or used during the purchase of a product are given back if the package is returned and approved.

 

 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 as our customer 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 the customer


iii. Refunds

In global shipping, you are advised to open their packages in the presence of the delivery person for them to bear witness of any discrepancies.


Some cases of packages having issues after they are opened from home have proven to be hard to validate.


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 the customer yet

 - To packages that have the wrong item packaged

 - To packages that have missing parts or accessories as shown on the websit


       C.  Applying for Repair, Exchange and Refund



Get in touch with customer care 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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