Before you return your order, kindly if it meets following conditions.


For the product to be returned it should:

1. be as a result of delivery of the wrong item that was not ordered for (Kilimall shipped a different product from that specified during order confirmation).

2. As a result of receiving a package with some accessories missing

3. As a result of receiving a product that is faulty or dead on arrival.

4. Be having a problem with quality or a function issue which could be detect

5. There are also some other additional conditions related to different product categories, kindly check another article named "Are there any additional conditions for returning orders of different categories?"


If it is one of above scenarios and it’s less than 7 calendar days since you signed your goods, you can apply for after sale on Kilimall APP.(Account→My Orders→Swipping from top tabs for your order→Aftersales. (Please carefully read the note section and make sure you refturn with the complete package including accessories, warranty card & certifications etc. )


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. Door-to-door collection: Rider pick the return from client (rider will call client and pick from original door delivery address)
2. 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)
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.

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

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

For review aftersale status, kindly refer to: http://k.kili.co/918q


For more aftersal policy, kindly refer to : http://k.kili.co/918w