Ziada Mall Returns and Refunds Policy

Ziada Mall – Return & Refund Policy

At Ziada Mall, your satisfaction is our priority. We’re dedicated to providing quality home appliances, tools, and more. If for any reason you’re not completely happy with your purchase, we’re here to make it right.

🚚 Shipping & Delivery Policy

We strive to give you a smooth and reliable shopping experience with secure and timely deliveries.

  • Inspect Before You Accept: You have the right to check your order on delivery. If the item is wrong or defective, you can reject it immediately.

  • Sealed Products: For items with manufacturer seals, please do not open them before confirming everything is correct. Opened sealed items may not qualify for return.

  • Post-Delivery Issues: If something is wrong after delivery, kindly follow our return steps below for assistance.

💸 Delivery Charges

  • Nairobi County: Ksh 350 

  • Outside Nairobi: Ksh 550
    Note: Delivery fees may vary based on size, weight, or item type (fragile, oversized, etc.).

⏱ Delivery Timelines

  • Within Nairobi CBD: Same-day delivery for most orders

  • Outside Nairobi: Dispatched same day; delivery time depends on the courier

🔁 Return Policy

You may return an item within 2 days of receiving it, as long as it meets the return conditions.

Example: If you receive an order on Monday, you have until Wednesday to request a return.

Even after the return window closes, items with a valid warranty issue can still be serviced through the brand’s authorized service center.

✅ What You’ll Need to Return an Item

  • Proof of Purchase (e.g. invoice or delivery note)

  • Original Packaging (manufacturer’s box or wrapping)

  • Valid Reason for return — like a defective or incorrect item

❌ Items Not Eligible for Return

  • Items damaged or broken after delivery without immediate report

  • Burnt items or damage due to misuse

  • Opened or used sealed products

  • Items missing original packaging

  • Hand tools (non-electrical)

  • Items imported from overseas

  • Items returned after improper inspection during delivery

  • Returns without proof of purchase

  • Unjustified or invalid return claims

Please note: Return shipping costs are covered by the customer unless the return is due to our mistake (wrong or faulty item).

🔍 Inspection & Refund Timeline

  • Once returned, we inspect the item within 5 business days

  • If the return is approved, we’ll process your refund via your preferred payment method

  • Refunds take 3–4 weeks from the date of inspection

  • If your return doesn’t meet the policy, we’ll send the item back to you

We monitor return activity to improve our service and protect against misuse.

📦 How to Start a Return

1. Contact Us

Reach out via:

📞 Call or WhatsApp: +254 718 314 223
📧 Email: info@ziadamall.com

Please share your order number, reason for return, and photos if the item is damaged or defective.

2. Get Return Instructions

Our team will review your request and provide:

  • A Return Authorization Number (RMA)

  • The return shipping address

3. Prepare the Package

  • Pack the item securely to avoid damage

  • Include your RMA number and a copy of your receipt

4. Send the Item

  • Ship the package to the address provided

  • Keep your shipping receipt as proof of return

For any questions or support, we’re always here to help.
📞 Phone: +254 718 314 223
📧 Email: info@ziadamall.com