• Policy Overview: At Kilimanjaro, we offer a 7 Days No Questions Asked Exchange or Return Policy, provided the product is unused and in the same condition as received.
  • Request Timing: Requests for exchange or return CANNOT be raised after 7 days from receiving the order.
  • Condition for Exchange/Return:
    • No exchange or return can be processed if the product is damaged or lacks original packaging.
    • The customer should ensure that the pick-up is ready.
  • Exchange Validity: Exchanges are valid only once.
  • Refund Process: Refunds are processed within 5-7 business days of receiving the product back and will be made to the source account only.

Non-Delivery Scenarios

We may not be able to deliver if:

  • The package is damaged in transit.
  • Delivery is refused by the recipient.
  • The address provided is incorrect.
  • There is no recipient available to accept the order.

Our shipping team/partners are not responsible for retrieval and delivery of undelivered orders. All undeliverable orders will be returned to the source, and a full refund will be processed if payment was made online. If a customer wishes to re-purchase the item, they may do so through the website.

Other Terms and Conditions

Kilimanjaro is not liable for items returned by mistake. If an additional or different item is returned by mistake, Kilimanjaro or its shipping partner cannot be held accountable for misplacement or replacement of the item and is not responsible for its return delivery to the customer.

All returned or exchanged items must be unused and in their original condition with all tags and packaging intact.

Under the exchange policy, only size exchanges are allowed; color exchanges are not permitted.

All exchanges are subject to stock availability and the customer’s address being serviceable for exchange.

If a returned/exchanged item does not pass the quality check, it will be shipped back to the customer.

If a prepaid order is lost or undelivered, the customer will either receive the order again or a complete refund (calculated after applying discounts/GST or any other applicable charges).

For exchanges, the original item must be picked up from the same address selected for the delivery of the new item.

If a customer wishes to exchange the original item for a different one, the original item must be returned to obtain a refund, and the new item must be purchased separately.

In cases where a purchased item comes with a free product/gift, if the main item is returned, the free product/gift must also be returned.

Need help?

Contact us at care@kilimanjaroplay.com for questions related to refunds and returns.