Returns & Orders Policy

We want you to shop with confidence. This policy covers returns, exchanges, cancellations, and order issues for purchases made through Xiaomi Store Kenya.

7-day return window

Most products may be returned within 7 days of delivery if:

• The item is unused and in original condition
• Original packaging, accessories, and free gifts are included
• Proof of purchase (order number or receipt) is provided

Items that cannot be returned

• Opened software, digital codes, or activated licenses
• Personal care or hygiene products once opened
• Customized or special-order items (unless defective)
• Products with missing serial numbers or tamper seals

Defective or wrong items

If you receive a defective, damaged, or incorrect product, contact us within 48 hours of delivery with photos and your order number. We will arrange a replacement, repair (via warranty), or refund as appropriate.

Order cancellations

• Before dispatch: Contact us as soon as possible to cancel. If payment was captured, a refund will be processed to your original payment method.
• After dispatch: Cancellation may not be possible; you may need to follow the return process once the item is delivered.

Refund process

Approved refunds are processed within 5–10 business days to your original payment method. M-Pesa and card refund timing may vary depending on your bank or mobile money provider.

Exchanges

Exchanges are subject to stock availability. If the replacement item differs in price, we will confirm any balance payment or refund before proceeding.

Warranty claims

Many Xiaomi products include a manufacturer warranty. Warranty service is separate from our 7-day return policy and may require inspection, serial number verification, and supporting documents. Our team will guide you through the process.