1.Cancel& Refund rules:

  • If the order is still in “Pending Dispatch” status, client can apply for cancellation of all orders .The seller will approve the application and refund will be processed with 3 days after the approval.  If application was rejected, client can apply for it again.  
  • If the order is still in "Pending payment", client can cancel it or the order will be auto canceled if client not process the payment within the timeline. 
  • If the order is in "In transit", client can also apply for refund of global order (order with purple airplane icon)if the order delayed more than 7 days after the stipulated time of delivery, that is 25 working days.
  •  If you cannot find the apply button and order has been overdued for a long time, kindly contact us. 

2. How to get the refund after paid? 

STEP 1. Open Kilimall APP, login > Account > My Orders.

STEP 2. Tap on "Pending Dispatch" or "In Transit" > View the relative order.

STEP 3. Tap on "Apply Refund".

STEP 4. Choose the reason for the refund,  then Tap on "Submit". 

If you you further assistance, kindly contact us via APP livechat:  Kilimall APP->Message->Contact Us. 

3. To cancel an order( Unpaid), follow the following steps: 

Enter from Kilimall APP->Account-> My Order->Click Order Image->Apply Refund

4. How can I change my order? Why I can't cancel my order? 


  • Once dispatched(in transit),  order cannot be changed as the cancel button will not be showing in this case.  However you can apply for aftersale once received items if the products shipped from local. Global orders are not suppport exchange, please refer to  Kilimall aftersale policy