Refund and Returns Policy

Who is Eligible for Refund or Exchange?
We offer refund and exchange of a product only in the following situations:

1) Wrong Product Delivered
If you receive an incorrect product, we will arrange a free pickup.
Once we receive the wrong product, we will dispatch the correct item or process a refund within 7 working days.
The product must be unused, and the packaging of the product must be intact.
The product must be sealed in its original packaging.
All supporting documents you have received must be returned with the product including purchase receipt, price tags, labels, warranty card and accessories.

2) Received a Damaged Product
If your order arrives damaged, it is advised that customers should record a video while unboxing their product to serve as proof of damage.
You may request a refund by providing the video as a proof.
Or contact xiaomi Store kenya immediately after unboxing, send photos and videos to support your claim through this Xiaomi Store Kenya Contact: 0710827341
For mobile phones, refund, replacement or repair services will be determined by the After Sales Department.
If video proof is not provided or the video is recorded after the unboxing of the product, the refund request will not be accepted.
If customer purchase straight from Xiaomi Stores without a delivery and we find out any item is defective we will swap or change immediately.

Important Notes:
Hygiene-sensitive fabric products and earbuds (such as towels, pillows and Mi Bunny) cannot be returned if their packaging has been opened.
We will not swap used earbuds unless they are defective due to hygiene.
If your claim is proven correct then you can decide whether you want to exchange the product or want a refund.

How to Claim a Refund or Return:
If you received a faulty product, we’ve got you covered! Submit a claim request by contacting Xiaomi Store kenya (Nairobi ) contact 0710827341.
Xiaomi Store Mombasa contact at: 0720312312.
and we’ll resolve the issue as soon as possible. 
NOTE: Make sure to record a video when opening the package as it will be submitted as a proof with your claim. Without an unboxing video proof, we cannot accertain any claims about damaged or wrongly delivered products.