Kilimall Help Center

1.Introduction

In order to guarantee you have a happy shopping experience, please check whether the package is damaged before signing the order, whether the products in the package are intact. If you find any problems with the goods, you can apply for the return service within 7 days after you signed for your parcel. Our main service types are as follows:

Type	Description	Review method
Return & refund	Return goods first, then refund	Seller reviews in 48 hours
Exchange	Return goods first, then replace a new item
Refund only	partial refund or full refund without return

Repair: Please note that assistance can be provided only if the product is still within the applicable warranty period. The customer may be directed to visit the nearest service center for further support.

2. What are the return conditions?

Except for virtual items such as recharge, 1 shilling product promotion (the conversion rate shall apply to those in other countries)

, software, from the day after the customer signs the product (order status is Completed), the product can be returned within 7 days after the product is guaranteed to be in good condition. If the product has a warranty and out of 7 days, we recommend that you contact the seller or send to the service center near you.

Supported reasons for return:

Return Reason	Applicable product category	Applicable order Type
Change of mind(product is correct but doesn't fit as expected)	All product categories except point 3 product that cannot return	All order type except Globle item
Defective products( quality issue)	All	All
Item doesn’t match product description	All	All
Wrong(color/size/model) product	All	All
Missing parts or product	All	All
Counterfeit products	All	All
Damaged Product	All	All

测试2 Global orders does not allow returns under the following conditions: If the size is not suitable, or the customer does not like the product (color, material, style), we do not accept returns. We recommend that you carefully review the full description of the item and confirm that it meets all of your expectations before placing an order.

We shall only accept returns of items that are unworn, unused and in the same condition you received them, with their original packaging and seal intact where applicable, unless the item became defective after delivery became damaged or defective after reasonable use （in accordance with manufacturers guidelines where applicable） during the returns period.

3. Items that cannot be returned

Description	Details
Regrettably, we are unable to provide after-sale support for products in cases where the reason is solely based on subjective consumer preferences.	Apart from Global Shiping products, we also do not accept aftersale returns for the following items: 1.Personalized customization, design services 2.Virtual items such as recharge, software, and promotional products priced at 1 shilling (conversion rates apply for other countries) 3.Personal products including inserts/chest pads, panties, socks/bottom stockings/stockings/leg socks, body shaping pants, body shaping suits, nipple patches, underwear, adult products, or similar items. 4.Beauty and skincare products including, but not limited to, fragrance, foot & hand care, oral care, shaving & hair removal products, hair tools and accessories, wellness and relaxation, earnings, etc. 5.Special items such as smart devices, commercial kitchen utensils, industrial products, office supplies, electric vehicles, refurbished machines, etc.
Not supported after unpacking	Outer Packaging: The outer packaging of the product must remain unopened and undamaged. Plastic Film (if any): If the product includes a plastic film, it should be intact and unaltered. Sealed Package (if any): If the product is sealed, the package must remain unopened and undisturbed. Bottle Cap: The bottle cap of the product should not be opened or tampered with.
Not supported after installation	products are not support aftersale due to consumer subjective reasons, at same time product is not in good condition like product has been installed,such as assembly machinery, gas stoves, etc.
Not supported after activation	products are not support aftersale due to consumer subjective reasons, at same time product is not in good condition like product that is incomplete, such as notebooks, desktops, mobile phones, PS4 products with activation restrictions, etc.

Please note we will also not accept aftersale :

1. Products not purchased from Kilimall (order serial numbers does not match);

2. Products that exceed the expiry date (Exceed warranty period);

3. Unauthorized repair, misuse, collision, negligence, abuse, into the liquid, accident, alteration, product quality problems caused by improper installation, or torn, altered labels of machine serial number or anti-counterfeiting mark;

4. The warranty card does not match the product and was altered.

What if client returned the product and the aftersale service is not acceptable as per rules?

If your return request was declined by the Kilimall Quality Check Team or seller because the eligibility conditions for return were not met, or the return claim could not be confirmed after thorough testing. This may If your return request was declined by the Kilimall Quality Check Team or seller due to not meeting return eligibility conditions or if the item was found functional after testing (e.g., a phone or laptop with unbroken seals), the product will be sent back to you, and you will be responsible for the shipping fee.

If you choose not to accept the returned item, it will be stored at Kilimall's warehouse or with the seller for 15 days. After that period, if unclaimed, the item will be forfeited without a refund.

4. Product integrity standards

Customer shall ensure that the returned product and related accessories (such as tag, manual, warranty card, network card, etc.) are complete, and maintain the original quality, function, no damage, mal-operation, anti-counterfeiting, and activation ( In the case of authorization, etc., there are no signs of use of the appearance of the original, and unreasonable use of personal data.

“Sealing” means that the outer packaging of the product is sealed by the manufacturer (sealing) or integral plastic (tight) packaging.

“Outer packaging” means: the original packaging of the manufacturer (minimum sales unit), and does not include the packaging of the secondary packaging by the seller or the logistics service provider.The outer packaging of the product is an integral part of the product, and should be complete when returned, without serious damage or contamination. Cosmetics, personal care products, books, baby diapers, audio-visual products and other outer packagings are sealed at one time and shall not be unsealed.

missing or damage to the gift/accesories and missing of the invoice will not affect the product return. If the gift is damaged or lost, the discount will be processed (10% of the purchase price of the product), and the tax will be shift to customer due to lost of the invoice.