Order cancellation and Refund Policy
1. Scope
This policy applies to all physical orders. (Doesn’t include virtual product such as airtime topup, one bob lucky draw, group buy orders.)
1.1 Order logistic type
Global shipment（GS）：Products that shipped from other continents other than Africa.
Drop shipping (DS): Products that shipped from local Africa countries.
Fulfilled by Kilimall (FBK): Products that shipped directly from local Africa warehouse.
1.2 Order status
Pending payment: Order yet paid by customer.
Pending dispatch: Order yet shipped out by seller/ warehouse.
In Transit: Order already shipped out and on the way to customer.
Completed: Order complete
Cancelled: Order cancelled.
2.Cancel order type
Prior to customer sign, order can be cancelled, related rules are as followed:(Include parties as Kilimall/ Customer/ Seller) ;
Order Status | Logistic Type | Kilimall/Seller Cancel | Buyer Cancel |
Pending Payment | Global Shipping(GS) | Overdue auto cancel | Can cancel directly |
Kilimall Local (DS) | |||
Kilimall warehouse(FBK) | |||
Pending dispatch | Global Shipping(GS) | When product out of stock | Can apply cancel |
Kilimall Local (DS) | When product out of stock | ||
Kilimall warehouse(FBK) | When product out of stock | ||
In Transit | Global Shipping(GS) | Overdue dispatch | Can apply cancel |
Kilimall Local (DS) | Overdue dispatch | ||
Kilimall warehouse(FBK) | Overdue dispatch |
2.1 Pending Payment
Order once placed and remains unpaid over certain period will be auto cancelled by Kilimall. See payment time range below. (Once order canceled due to overdue payment, the order deemed as invalid)
Order Logistic Type | Payment Range |
Global Shipment (GS) | Within 48h |
Drop shipping (DS) | Within 48h |
Shipped From Kilimall | Within 2h |
2.2 Pending Dispatch
Buyer reason cancel order
Order during Pending dispatch status (Once paid by buyer and prior to seller dispatch) can be canceled from both buyer and seller. See details below:
Order Logistic Type | Order Status | Seller Approves | Note |
Global Shipment (GS) | Pending dispatch (Until seller operate dispatch from system) | Within 48h | Once buyer applied cancel order, seller needs to approve in 48h,overdue orders will be auto approved; In case cancel buyer applied cancel order again after first application rejected by seller, Kilimall will approve and refund customer.(Based on seller’s responsibility such as slow in dispatch); In case cancel application rejected by Kilimall, order will not be cancelled |
Drop shipping (DS) | Pending dispatch (Until seller operate dispatch from system) | Within 48h | |
Fulfilled by Kilimall (FBK) | Product before leave warehouse(Before packed and verified) | Not applied | Since buyer apply cancel order, system auto approves and cancel order and refund to buyer. |
2.3 In Transit
If Order already in transit, the refund will be not acceptable for buyer since it already dispatched and generated shipping fee, buyer can apply for refund unless for following situation:
Order Logistic Type | Order Status | Seller Approve | Note |
Global Shipment (GS) | Over 7 days not arrive-scanned by Kilimall Asia transit warehouse | Not applied | Kilimall manual approves, cancel& refund will be applied once order confirmed not eligible to delivery in time. |
Order shipped from Asia transit warehouse over 25 days while yet dispatched from Africa local warehouse | Not applied | ||
Drop shipping (DS) | Over 5 days(120h) Not scanned by Kilimall | Not applied |
Note: Dispatched orders cannot be cancelled by buyer nor customer while in standard delivery timeline.
3. Order Refund Policy
Both parties(Buyer and Seller) involved in Kilimall platform transaction should follow the transaction process set by Kilimall. The refund rules involved in the transaction process are as follows:
5.1 Refund Method and timeline
Country | Payment Method | Refund to | Refund Timeline |
Kenya | M-Pesa | Original Channel | Within 24 hours after approval |
Kilimall Account( Wallet) | Kilimall Account( Wallet) | Within 24 hours after approval | |
Paid with Equity bank 、airtel、iPay、 | Original Channel or Kilimall Account | Within 3 workdays after approval | |
Uganda | Airtel、 MTN、Citibank | Original Channel | Within 7 workdays after approval |
Nigeria | Remita、Paga、 Paystack | Original Channel | Within 7 workdays after approval |
Note: The refund amount can only be the actual paid amount by buyer, the used coupons will not be refundable, and the Kilimall coin points redeemed will be returned to the points account. For partial refund, amount will be refunded to buyer’s Kilimall account balance. The refund amount and other info can be checked under Refund & Aftersale section from order center.
4. Others
For annual holidays such as Chinese Spring Festival, Christmas period, delivery timeline varies.(See our announcement) Other force major factors, natural disasters, etc., and the announcement of the platform will prevail.
According to customer protection law in Kenya, customer needs to report to Kilimall in 90 days in case of not receiving order. Otherwise Kilimall reserves the right to dispose afterwards. Kilimall will conduct multiple attempts for delivery, in case item unclaimed and returned to warehouse, you can still contact Kilimall for resend within 90 days.