1. ⭐️How to apply aftersale/ refund? ⭐️

• App: Kilimall App->Account->Refund/ Aftersale
• iOS/ Wap: Kilimall site: Kilimall Wap ->Account->Refund/ Aftersale
• PC: Kilimall PC/->My Account->Complete orders->Aftersale

2. Why I cannot apply aftersale/ Refund? 

• In case the order is still in transit, you can go to order list and click" Confirm Received" button, then refer to Account->Refund/ Aftersale to apply. 

3. Can I reject the item and leave it at Kilishop directly? 

• Kindly sign from Kilishop first, then apply aftersale referring to above answer, otherwise it is likely to cause overdue process. (Client must apply aftersale and then return to Kilishop aftersale approval)

4. What do I need to do after aftersale application? 

• Pay attention to our sms/ call notice, or check regularly on Kilimall->Account->Refund/ Aftersale->Process for update and action taken. 

5. ⭐️Under which circumstance  do I take actions ?⭐️

• In case seller rejected your aftersale, you need to appeal from Kilimall, Account->Refund/ Aftersale->Process. 
• In case seller/ Kilimall approved your return, you need to choose return method and fill in the required information from Kilimall->Account->Refund/ Aftersale-Process

6. What if I don't return / confirm the solution in time? 

• Kindly note your aftersale will be auto canceled, you can choose to reapply like Q&A 1. 

7. Why I cannot choose door collection for return? 

• Currently only Nairobi supports door collection, we are continuously improving on the coverage and hope to provide door collection to other regions as well.

8. How do I know the result after returning the product?

• We will carefully verify after receiving the product.
•  If the verification is valid, we will refund you according to the refund method you filled out.
•  In most cases, this process will not exceed 7 days, but in some cases it may take up to 14 days to submit your return request.
•  If the quality check result is invalid, the product will be returned to you.
•  We track all return requests and use this data to improve our product quality and service, as well as customer analytics. Customers with unreasonable/invalid returns may be rejected for return.

Effective means that the product meets the Kilimall return conditions.

Invalid means that the product does not meet the Kilimall return conditions.

9. How can I track my progress in sales?

You can check the latest return status in the Kilimall APP -> My Orders -> After-sales module. If you have any questions, please visit the Kilimall website or LiveChat from our APP. Download KilimallAPP.

10. I received a product that I didn't buy(send the wrong goods), What should we do now?

When you go to the pick-up point to pick up the orders, please make sure that the delivered items are intact confirm with  kilishop agent. If it does not match your order, please refuse to accept it and apply for aftersale. If you receive it from the pickup point, you can still apply for a return within 7 days (the product needs to be in good condition without any usage).

For global order only when seller sent the wrong goods,you can apply for aftersale.

11. Do I have to return all the products in the order?

Each product is an independent aftersale application, you should return as per the product with all the pakcage & accessories (gifts) related, You don't need to return all the products in the order.

12 Do I have to return a free gift when I return the product?

Yes, you must return the gift you gave when you purchased the product, otherwise it will affect the final refund amount.

11. Do I need to pay for shipping when I return the product?

The shipping cost of the returned product does not require shipping.

13. What is the “Shipped From Overseas” return policy?

For products marked "Shipped From Overseas", the return are accepted only in the following cases:

Global order are not accepte 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.

14. What should I do if the product lacks parts?

We will take responsibility if you report lost parts when you receive your item. Be sure to double check during pick-up/delivery to confirm the parcel is well sealed.

If the product is from oversease, you can contact seller at first and apply for aftersales of refund. If the product from local, then you can contact our customer service via  Kilimall APP->Message->Contact Us.  for resend. You should also provide a small product certificate (order screenshot & package photo), we will reissue the missing products within 3 working days, if the product is out of stock, please apply for aftersales of refund and we will refund the price of the item at the time of purchase.

15. How does Kilimall conduct quality check?

When the Kilimall after-sales department receives the returned goods, it will check the goods according to the reasons for your application and refer to the return and exchange standards as well the product details. Please carefully select the reasons for the after-sales and fill in the description of the problem, if the actual result and your application is not match the description, or product quality proves good, we will reject your return request and return it, the 2nd delivery will be charged accordingly.

16. When I received the package, I found that there was a missing product. What should I do?

If the product is from oversea, Client has to contact Customer service at first and apply for aftersales for refund. If the product from local, then you can contact our customer service via  Kilimall APP or email us at cc@kilimall.com for resend. You should also provide a small product certificate (order screenshot & package photo), we will reissue the missing products within 3 working days, if the product is out of stock, please apply for aftersales of refund and we will refund the price of the item at the time of purchase.

17. What should I do if I am not satisfied with the solution(partial refund) by seller?

You can log in to the APP to apply for Intervention within 15 days, the platform will intervene, and the decision will be made based on the information provided by the buyer and the seller. Once the arbitration is done, the application cannot be made again.

 #Please note that once you choose to accept seller's solution ( e.g partial refund), you won't be able to apply aftersale again nor intervention from Kilimall. 

18. When I received the package, I found the goods was broken/damaged. What should I do?

We will take responsibility if you report damaged when you receive your item. Be sure to double check during pick-up/delivery to confirm the parcel is well sealed.

Please apply for aftersales and contact our customer service via  Kilimall APP or email us at cc@kilimall.com.

20. Can I apply for exchange or refund after the 7days？

You can't apply for it unless the product has the warranty. During the warranty time, you can check with seller at first, then apply for exchange/repair/refund. But for global shipping product, it cannot support exchange, only seller's responsibility can apply for return&refund since the goods is unable to exchange from local to oversea.

21. Will the shipping charges I paid be refunded?

We will refund the shipping cost if all the products from a single order is returned; if partial products from an order are returned, we will not refund the shipping cost. If it was client's reason, the shipping fee will be not refunded. 

22. I have applied aftersale, can I return product to pickup station/Kilishop first?

Please apply aftersale from Kilimall APP, then wait until it got approved by seller/ Kilimall before you send for return. 

In case seller reject your request, kindly apply for Kilimall intervention from Kilimall APP.  Once return approved, pls notify Kilishop to collect your return or you've returned via G4S, please update the waybill information on the return page. 

23. My after sale application was rejected, what should I do?

There are 3 types for rejection for aftersale. 

1. In case it was rejected by selller, you can apply  intervention from Kilimall and we will continue following up for your aftersale case. 

2. Whether it was rejected by Kilimall, you can review the reason for rejection.  If you believe further followups should be done, kindly contact us via cc@kilimall.com including your order no. and related description query. 

3. If your aftersale got rejected during Quality check from Kilimall, usually it's because the item is not eligiable for aftersale since it matches descpiton/ works well. ( For TV/ or some electronics may be it was under repair process,  kindly refer to seller for repair updates. ( Contact seller->http://k.kili.co/icz9) , alternatively you can refer to service center as well( Service center->http://k.kili.co/iczw) 

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

Kilimall/seller will refuse the application and resend the product, the resend shipping fee will paid by client.