At Safimall, your satisfaction is our priority. We strive to provide top-quality solar systems, power tools, water pumps, generators, and equipment that meet your needs. But if something isn’t right with your order, we’re here to make it right.

🚚 Shipping Policy

We work hard to make sure your shopping experience is smooth from start to finish. Every order is carefully packed and shipped using reliable delivery partners to ensure your package arrives on time and in perfect condition.

Important Notes:

• You’re free to reject an item on the spot during delivery if it’s not what you ordered or if it’s visibly incorrect.

• For items with a manufacturer seal, we recommend not opening the product until you’re sure it’s correct. Once opened, returns may not be accepted unless there’s a defect.

• Standard delivery fees:

  • KES 350 within Nairobi for orders below Ksh 1,000

  • KES 550 for deliveries outside Nairobi County

• For bulky, heavy, or fragile items, custom shipping arrangements may apply and will be communicated in advance.

⏱️ Delivery Times

• We aim for same-day delivery within Nairobi CBD on all in-stock orders placed early in the day.

• Orders going outside Nairobi are usually dispatched the same day and delivered as per the courier’s schedule.

🔄 Return Policy

If something’s not right, you can return most items within 3 days of delivery.

For example:
If you receive your item on Monday, the return window closes on Thursday evening.

If an issue arises after the return period, warranty support is available through authorized service centers.

✅ To qualify for a valid return:

Please make sure you have:

1. Proof of purchase – The receipt or delivery note issued at the time of delivery

2. Original packaging – Including the manufacturer’s box or seal

3. A valid reason – As outlined below

❌ Non-returnable items & conditions:

We’re unable to accept returns in the following situations:

• Products damaged after delivery (especially cracked screens or burnt electronics)

• Items returned without original packaging

• Items purchased from overseas suppliers via special order

• Hand tools are non-returnable

• Items that are not in resalable condition

• Returns initiated after 3 days from delivery

📝 Tip: Please inspect your item thoroughly before the delivery agent leaves.

🔍 Return Process

1. Contact Us
   Email us at info@safimall.co.ke with:

   • Your order number

   • A clear explanation of the issue

   • Photos or videos (if the item is damaged or defective)

2. Review & Authorization
   Our customer service team will review your case and issue a Return Authorization Number (RMA) with instructions.

3. Prepare Your Package
   Pack the item securely with:

   • A copy of the receipt

   • The issued RMA number

4. Send It Back
   Return the package to the address provided by our team.
   Customers cover return shipping costs unless the return is due to our error (e.g., wrong or faulty item).

🕒 Refund Timeline

• We will inspect your return within 5 working days after it arrives.

• If approved, we’ll process your refund via your selected method. This may take 2 to 3 weeks to reflect.

• If the return is not valid, the item will be sent back to you.

📌 Note: Repeated unjustified return attempts may result in loss of return privileges.

🗂️ Return Tracking & Feedback

We track all return cases to help us improve our products and customer experience. Your feedback matters.

🙋 Need Help?

We’re just a message or call away:

📱 Phone: 0727 935 221
📧 Email: info@safimall.co.ke
📍 Visit us at:
Safimall, 1st Floor
Barkat Biashara Mall
Kumasi Road & River Road Junction, Nairobi

Safimall – Pure Deals. Delivered.
We appreciate your trust and promise to make every effort to serve you better.