Shipping and Return Policy

Shipping, Returns & Warranty Policy – Xiaomi Store Kenya

At Xiaomi Store Kenya we believe shopping should be simple, reliable, and worry-free. We operate two authorized Xiaomi stores in Kenya:

• Nairobi Store – Mithoo Business Center, First Floor, Shop F-78, Moi Avenue. Contact: 0705 411 054
• Mombasa Store – Burhani Towers, Mezzanine Floor, Shop M-13, Abdel Nassir Road. Contact: 0720 312 312

Shipping

Where we deliver
We deliver across Kenya through trusted courier partners.

• Within Nairobi County: 45 minutes to 1 hour delivery via our own riders
• Upcountry areas: 2–3 business days via courier partners

Shipping cost
Shipping is calculated at checkout based on your location and order weight.
Free delivery is available for orders within Nairobi CBD and Mombasa CBD.

Tracking
A tracking number is shared once your order is dispatched.

Delivery Issues
If you experience any delays or issues, contact us immediately at 0710 827 341.

Returns & Refunds

We want you to be satisfied with every purchase.

Return window

• Defective, damaged, or incorrect items must be reported within 24 hours of delivery.
• Non-defective items (change of mind) may be returned within 5 days of delivery.

Return shipping costs

• For defective, damaged, or incorrect items, Xiaomi Store Kenya covers the return shipping costs.
• If you choose to return a product for reasons other than defect or damage – for example, exchanging a phone model with higher storage (6GB/128GB for 8GB/256GB) – the customer is responsible for return shipping costs.

Non-returnable items

• Opened electronics
• Personal care products such as earbuds and earphones
• Free gifts

Refunds
Refunds are processed within 7–14 business days after inspection of the returned item.
Refunds are issued to your original payment method (M-Pesa, card, or bank transfer).

Warranty Policy

All products are covered by the official Xiaomi manufacturer’s warranty.

Warranty period
The warranty period is indicated on your purchase receipt.

Covers
Manufacturing defects and functional issues under normal use.

Exclusions

• Liquid or water damage
• Electrical surge or unstable power supply
• Corrosion or rust
• Physical or accidental damage
• Unauthorized repairs or tampering
• Accessories such as chargers, cables, batteries, and ear tips

Contact for Returns & Support

• Nairobi Returns & Support: 0710 827 341 (Call/WhatsApp)
• Mombasa Returns & Support: 0720 312 312
• Email: info@xiaomistores.co.ke