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

Order cancelled due to overdue dispatch Once paid, order can be applied to cancel during in transit stage from buyer:

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.