Last Updated: August 13, 2026

At Xiaomi Store Kenya, we are committed to providing our customers with a reliable, transparent, and professional shopping experience. This Refunds and Return Policy explains the circumstances under which products purchased from Xiaomi Store Kenya may be returned, exchanged, or refunded.

Please review this policy carefully before placing an order.

1. Return Eligibility

We accept eligible return requests within 5 days of receiving your order under our 5-Day Return Guarantee.

Returns are accepted only where the product:

• Is defective or damaged upon receipt.
• Is returned within the applicable 5-day return period.
• Is in its original condition, subject to reasonable inspection for the reported defect.
• Includes the original packaging, accessories, manuals, and other items supplied with the product, where applicable.
• Is accompanied by valid proof of purchase.

Returns may be rejected where the product has been damaged, misused, modified, or subjected to unauthorized repairs after delivery.

2. Defective or Damaged Products

If you receive a product that appears defective or damaged, please contact Xiaomi Store Kenya as soon as possible.

Customers should provide:

• Order number or proof of purchase.
• Product name and model.
• Description of the defect or damage.
• Photographs or videos showing the issue, where applicable.

Our team may request additional information to assess the reported issue before approving a return.

3. Return Inspection

All returned products are subject to inspection.

Once we receive the product, our team will assess its condition and determine whether the reported defect or damage qualifies for a return, replacement, repair, or refund.

Inspection does not automatically guarantee approval of a refund or exchange.

4. Refunds

Where a return is approved for a refund:

• The refund will generally be processed using the original payment method where reasonably possible.
• Refund processing times may vary depending on the payment provider or financial institution.
• Shipping and handling charges may be non-refundable where applicable.
• Customers may be responsible for return shipping costs unless otherwise agreed or required by applicable law.

Where a product is found to have a valid manufacturer warranty issue, the matter may instead be handled through the applicable warranty process.

5. Exchanges and Replacements

Xiaomi Store Kenya may offer an exchange or replacement for products that are confirmed to be defective or damaged, subject to product availability and applicable warranty or consumer protection requirements.

Approved replacement products will generally be provided at no additional product cost.

If the exact product is unavailable, we may discuss an appropriate alternative or other available resolution with the customer.

6. Non-Returnable Circumstances

A return or refund request may not be accepted where the issue results from:

• Accidental or physical damage caused after delivery.
• Water or liquid damage.
• Cracked or broken screens caused by the customer.
• Misuse, negligence, or improper handling.
• Unauthorized repairs, modifications, or alterations.
• Normal wear and tear.
• Damage caused by improper installation or use.
• Missing accessories, packaging, or other supplied items where these are required for the return.
• Failure to report an eligible defect within the applicable return period.

This section does not limit any rights that customers may have under applicable Kenyan consumer protection laws.

7. Warranty-Related Claims

Manufacturer warranties are separate from Xiaomi Store Kenya’s return policy.

Where a product is covered by a manufacturer’s warranty, warranty claims may be subject to the manufacturer’s terms, conditions, exclusions, and service procedures.

Xiaomi Store Kenya may assist customers in submitting eligible warranty claims to an authorized service center or relevant service partner where possible.

Warranty claims do not necessarily qualify for an immediate refund or replacement.

8. Return Shipping

Customers may be responsible for the cost and risk associated with returning a product to Xiaomi Store Kenya unless otherwise agreed or required by applicable law.

We recommend using a reliable and trackable courier service when returning products.

Xiaomi Store Kenya is not responsible for products lost or damaged during return transportation where the customer has arranged the return shipment.

9. Products Purchased In-Store

Products purchased directly from our physical store are also subject to this Refunds and Return Policy, where applicable.

Customers should retain their original receipt, invoice, or other proof of purchase.

For assistance with an eligible return, customers may contact us or visit our store at:

Xiaomi Store Kenya
Kimathi Street, Nairobi, Kenya

10. Online Purchases

For products purchased through our online store, customers should contact Xiaomi Store Kenya before sending a product back.

Please provide your order details and explain the reason for the return. Our team will provide the appropriate return instructions.

Customers should not send products to an address that has not been confirmed by Xiaomi Store Kenya.

11. Damaged Deliveries

If your order arrives visibly damaged, please notify Xiaomi Store Kenya as soon as possible.

Where possible:

• Take photographs of the package before opening it.
• Retain the original packaging.
• Take photographs or videos of any visible product damage.
• Contact us with your order details and supporting evidence.

We will assist in assessing the issue and, where appropriate, coordinating with the delivery or courier provider.

12. Refund Processing

After a returned product has been received and inspected, Xiaomi Store Kenya will notify the customer of the outcome.

If a refund is approved, the applicable refund will be processed through the original payment method where possible.

The time taken for funds to appear in the customer’s account may depend on the payment provider, bank, or other financial institution.

13. Policy Exceptions

Certain products, promotions, special offers, clearance items, bundles, or customized orders may have additional or different return conditions.

Any special return conditions applicable to a specific product or promotion will be communicated to the customer before purchase where applicable.

14. Right to Reject a Return

Xiaomi Store Kenya reserves the right to reject a return, exchange, or refund request where the request does not meet the requirements of this policy, subject to applicable Kenyan law.

Nothing in this policy is intended to remove or restrict any statutory consumer rights that cannot legally be excluded.

15. Changes to This Policy

Xiaomi Store Kenya may update or amend this Refunds and Return Policy from time to time.

Any changes will become effective once published on our website. Customers are encouraged to review the policy periodically.

16. Contact Us

For return, exchange, or refund inquiries, please contact Xiaomi Store Kenya through:

Xiaomi Store Kenya
Location: Kimathi Street, Nairobi, Kenya
Phone: +254 718 559986
Email: Info@xiaomistoreke.com

When contacting us regarding a return or refund, please provide your order number or proof of purchase, product details, and a clear description of the issue to help us process your request efficiently.