At Xiaomi Store Kenya, we are committed to providing our customers with a smooth, reliable, and professional shopping experience. Please review our shipping and return policies carefully before placing your order.

Shipping Policy

Quick Delivery within Nairobi

• Nairobi CBD: Enjoy FREE delivery. Orders are delivered within 1 hour of confirmation during business hours.
• Outside Nairobi CBD (within Nairobi County): Delivery within 2 hours after order confirmation. Standard delivery charges apply.
• Outside Nairobi (Other Counties): Delivery is available within 24 hours via our trusted courier partners. Delivery charges start from Ksh 300.

Note: Delivery timelines are based on business hours and may vary depending on order volume, weather conditions, or unforeseen circumstances. Customers will be notified of any delays.

Order Processing

• Orders are processed within 1 to 2 hours.
• We process and ship orders 7 days a week, including weekends and public holidays where possible.
• In case of high order volumes or courier delays, processing and shipping times may be extended. Customers will be updated accordingly.

Shipping Charges & Delivery Estimates

• Shipping fees are calculated at checkout based on your location and package weight.
• Rates are subject to change, and the most accurate rates will always appear at checkout.
• While we strive for fast delivery, occasional delays may occur due to factors beyond our control.

Delivery Locations

• We currently ship within Kenya only.
• Deliveries cannot be made to P.O. Boxes. Customers must provide a specific and accessible address such as an apartment, office, home, restaurant, or petrol station.

Customs, Duties, and Taxes

• Xiaomi Store Kenya is not responsible for any additional charges such as customs duties, VAT, or taxes imposed by local authorities.
• All such charges are the customer’s responsibility.

Damaged or Lost Shipments

• If your package arrives damaged or missing, please contact us immediately at info@xiaomi-store.co.ke or call +254 796 600 200.
• Retain all packaging and the damaged product to support your claim.
• While Xiaomi Store Kenya is not liable for items lost or damaged in transit, we will assist you in resolving issues with the courier.

Return & Exchange Policy

We value customer satisfaction and aim to ensure you are happy with your purchase. Please note the following:

Return & Exchange Eligibility

• Returns are accepted within 5 days of receiving your order (5 Days Return Guarantee).
• Returns are only valid for items that are defective or damaged.
• Products must be returned in original condition, with all accessories, manuals, and packaging intact.
• Proof of purchase is required for all return requests.

Defective Items

If you believe you have received a defective product:

• Contact us at info@xiaomi-store.co.ke with your order number, product details, and defect description.
• You may also visit our physical store at Bihi Towers, Moi Avenue, 5th Floor for direct assistance.

Refunds

• Once we receive and inspect the returned product, you will be notified about your refund eligibility.
• If approved, refunds are issued via your original method of payment.
• Shipping and handling charges are non-refundable.
• Customers are responsible for the return shipping cost.

Exchanges

• We only replace products if they are defective or damaged.
• Approved replacements will be sent at no extra cost.

Return Shipping

• Customers bear the cost and risk of return shipping.
• Xiaomi Store Kenya is not liable for loss or damage during return shipping.
• We recommend using a trackable courier service when returning items.

Additional Terms

• This policy applies exclusively to purchases made from Xiaomi Store Kenya (either online at xiaomi-store.co.ke or at our physical store at Bihi Towers, Moi Avenue, 5th Floor).
• Warranty-related claims fall under the manufacturer’s warranty policy, not Xiaomi Store Kenya.
• We reserve the right to reject returns or exchanges that do not comply with this policy.

Contact Us

For inquiries or assistance, reach us through:

• Phone: +254 796 600 200
• Email: info@xiaomi-store.co.ke
• Visit Us: Xiaomi Store Kenya, Bihi Towers, Moi Avenue, 5th Floor