Seller Policy and Guidelines

Can I return my order& gift? How do I return my order?What cannot be returned?

2024-07-02 06:14:16

#Client MUST accept the return&refund/ exchange solution provided by SELLER or KILIMALL from Kilimall APP before the return process can be started. 

You cannot return the product or drop the product at pickup station/rider if your application was not approved.

After applying for online return, seller will review it within 48 hours. Once seller confirm the solution, please confirm via your APP within timeline. Once you accept return&refund or exchange solution from seller or Kilimall, please return the product to the Kilishop or courier within 3 days. 

Step 1 confirm aftersale solution (Detailed flow see bottom, apply aftersale before return product)

Step 2 confirm return method

There are currently 3 types for return when after sale application approved by seller or Kilimall(via intervention), please also note available return methods depends on your location:

1. Send to Kilishop: Client should send to the selected Kilishop for return (if you already returned at Kilishop, client should share the return date, receipt proof from Kilishop), you can also enjoy the faster refund once Kilishop returned if product meet the return policy.

2. Door-to-door collection: Rider pick the return from client (rider will call client and pick from original door delivery address) Rider will try 3 times in 3 working days. Pick up the return product. However, after 3 picks, the delivery cannot be completed and we will cancel your return request.

3.Send to G4S (send to G4S or other courier): Client should fill right info of following info:

a. Courier name(Express Name instead of personal name)

b. Courier waybill (Express No. in stead of personal phone number)

For G4S waybill no. see below 

In case client filled wrong return information, a prompt update to Kilimall Agent is required.

Once Kilimall receive the return, we will inspect the item and revert back in 1-3 workdays. Please don't forget to check from Kilimall APP->Account->Aftersale for the latest aftersale process and confirm aftersale solution.

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.

Example for problem photos & description

1.  Torn Package

2.  Opened panties & other special product

3.  Incomplete return/ missing parts

4.  Sealed phone opened seal

5.  Wrong product : Bought iphone 7 but received iphone 6s, upload the actual product model that you received

Kenya Aftersale Team Contact:

Address:NO. 21, Athi 55 Business Park, Mombasa Road, Mlolongo, Machakos, Kenya

Receiver: Kilimall Aftersale Team

Contact: 0730731888