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Return & Refund Policy

Return Policy

How to return a product?

Do you need to return a product? Before returning an item, please check our Returns & Refunds Policy on the Product Page to make sure your item is eligible for return.

Returns are easy. Simply follow the steps stated below:

You can request to return this product online

  1. Log in to your account, on the left menu select on My Orders select the order id. The product id should look like “#10000000” (This is just a sample order id, please use the one provided to you during the checkout process) if you checked out as guest, check for the order details in the e-mail used during the checkout process, please ensure to use the correct e-mail address during the checkout processes, after which do get in touch with the customer to help you complete the process.

  2. You can also request a return by calling Customer Service 0791888881.

How much time do I have to return a product to Alladin?

All items purchased on Alladin, can be returned within a period of 10 days from delivery date, if they meet certain requirements.

Please note: If, for instance, you received the product on Monday 1st, you have until next Wednesday 10th to notify us. You can do so either online (via e-mail) or by calling our Customer Service.

Past this time window, unfortunately we cannot accept returns.

What are the conditions for returning an item?

Requirement for a valid procedure

  • Proof of purchase (order number, invoice, etc.)

  • Valid return reason and acceptance conditions (stated below))

  • Return method

  • Refund method that you would like and the necessary information associated (bank account number, etc.)

Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.

Once we retrieve your product we will perform a quality check. If the quality check is successful, we will refund you according to your requested refund method. Click here to know more about Refund Policy.

Note that if the quality check is unsuccessful, we will return the product to you, without issuing a refund.

 

Conditions and reasons to return an item

You may want to return your item due to any of the following reasons:

x: Not Required | : Required

Reasons for return

YOUR RETURN MUST BE:

New condition

Sealed
condition

Complete (free gifts, accessories, original packaging)

Not damaged

Tags & labels attached

Wrong Product


Product sealed should not be broke EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only

Damaged Product

x

x

Defective Product

x

x

Parts Missing

x

x

Website - Not as Advertised

x

Product - Does Not Fit

(Not applicable to some fashion items, check return policy on product page)

x

Customer - Change of Mind

(Not applicable to some product categories, check return policy on product page)

 

How do I send my product to Alladin?

We will arrange a pick-up at your convenience within 48 hours after you submit the return request.

Please note that we will make 3 scheduled attempts on different days. If you are not available on any of these dates, we will cancel the return procedure and you will not be able to return your product to us anymore.

Alternatively, you can drop off the product at one of our pickup stations. Note that you are required to drop off your item within 4 days otherwise your return will be canceled

How do I track my return status?

You can track return status using the tracking number provided to you by our logistics partner or via our order tracking tool at the same time you can keep track of the same on your account’s orders dashboard. If you purchased as guest, check for the order and tracking details in the e-mail used during the checkout process, please ensure to use the correct e-mail address during the checkout processes

How long does the quality evaluation and refund process take?

The entire process may take up to 24 days from when you hand over the product to Alladin. This will enable us to make sure the product meets all the return requirements stated in our Return Policy to conclude whether it needs to be replaced or refunded.

We will send you an e-mail notification once the return examination is completed. Please note that the refund process begins only after the previous steps have been completed.

Refund Policy

If my refund gets validated, how and when will I get reimbursed?

Refund process begins after we have completed evaluating your returned product. From the day you submitted your return request, this quality evaluation process may take up to 14 days. We will send you an e-mail notification once return examination completed.

To process your refund more quickly, you have the option to request a refund via Alladin Refund Voucher, which must be indicated when you request for a return online or when contacting our Customer Service.

Otherwise, you can choose any of the refund methods below, depending on the payment method utilized when placing the order.

Refund methods available according to payment methods.

 

Nature of Refund

Time Frame

Refund Voucher

24 hours

Mpesa

2-4 Days

Bank Transfer

2-4 Days

PesaPal

24hours

Paypal

24 hours

 

Payment methods

Refund methods

Cash

Refund voucher or Mpesa

Bank Transfer

Refund voucher or Bank Transfer

Refund Voucher

Refund voucher Only

M-Pesa/Airtel Money

Refund voucher or Mpesa/Airtel Money

PayPal

Refund voucher or PayPal

PesaPal

Refund voucher or PesaPal

 

NOTE: Once you select your preferred method of refund you will not be in a position to change it.

Time to get reimbursed after the examination done

What is a refund voucher?

Alladin Refund Voucher is a compensation mechanism which credits you with the value of your returned product when placing an order for a new product.

You can use Alladin Refund Voucher as a gift card code to purchase any item on the website. A refund voucher is valid for 180 days from issue date and can be used on several purchases, until your balance is 0.

How do I use my voucher?

If you have been issued an Alladin Refund Voucher, you will have received a voucher number.
Please enter this voucher number in the gift card code box and click "Redeem Code" during checkout at payment step. A corresponding deduction will be applied to your total amount. 

 using alladin gift card vouchers

If my returned product is not validated for refund, how do I get informed?

If your return is invalid, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.

Note that we will make several attempts to return the product to you. However, past 2 return attempts, we will cancel the return procedure and we will keep the product with us for a maximum of 60 days for you to pick it up at our warehouse.

I have bought an item on promotion or with a voucher. What amount will you refund me?

For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value.

For example: If you purchased an item on sale for KES2500 and its original value was KES5000, we will refund you KES2500

If you purchased an item with a Refund voucher, we will refund you the sum of the amount you paid and the amount of the Alladin refund voucher.

 

Online Returns

How to return your product online? Just follow the steps below.

Go to your account

To start a return process, you need to login to your Alladin account if you have one and go to "My Orders".

 alladin order details

 

You need to click on "Order details" to open the order and view the details

 

 alladin order details

 

Alladin order number cycled

 

Identify the order id (the product id should look like “#10000000” (This is just a sample order id, please use the one provided to you during the checkout process) if you checked out as guest, check for the order details in the e-mail used during the checkout process, please ensure to use the correct e-mail address during the checkout processes, after which do get in touch with the customer to help you complete the process.

After which get in touch with the customer care to help you initiate and complete the process. You could use the chat feature, make a call to us or even use our Facebook page to get in touch through the inbox and our customer care will get back to you as soon as possible. Our customer team may ask given questions to verify your details and confirm the refund methods. Note: Only the listed refund methods will be used.

You can also request a return by calling Customer Service 0791888881

Keep Note of the product status in your account

Once the return process has been initiated keep note on the order status (The status should change in a few after the pickup) it should indicate returned once the product has been picked up or dropped by you. Once the product has been received by the company the status should change to Received once the QC check has been completed and the product qualifies for a refund the status will change to Passed else if it doesn’t status will indicate QC Failed and thus you don’t qualify for a refund.

Alladin My orders Pannel