Returns & Refunds Policy
At Ziada Mall, we aim to supply reliable farm machinery, agricultural equipment and related products that match the customer’s order.
Please inspect your order promptly after delivery. The following policy explains when a product may be returned and how eligible returns are handled.
Eligible Returns
Ziada Mall accepts returns where a product received is:
- Defective upon delivery
- Damaged upon delivery
- Different from the product ordered
Any such issue should be reported to Ziada Mall within 48 hours of receiving the order.
Customers may be requested to provide photographs, videos, proof of purchase or other information reasonably required to assess the issue.
Change-of-Mind Returns
Ziada Mall does not accept returns simply because a customer has changed their mind after receiving the correct product in good condition.
Customers are therefore encouraged to confirm product specifications, size, capacity, compatibility and intended use before placing an order.
Our team is available to assist customers in choosing suitable equipment before purchase.
Return Conditions
For an eligible return, the product should be returned with its supplied accessories, components, manuals and packaging where reasonably possible.
The product should not have been damaged through misuse, improper installation, unauthorized modification, negligence or use contrary to the manufacturer’s instructions.
Ziada Mall reserves the right to inspect or test a returned product before approving a replacement or refund.
Reporting an Eligible Return
To report a defective, damaged or incorrect product, contact Ziada Mall within 48 hours of delivery through:
Phone/WhatsApp: 0740 211 048
Email: ziadamall.sales@gmail.com
Please provide your name, order details, a description of the issue and, where requested, photographs or videos showing the problem.
Our team will provide instructions on the appropriate next steps and return arrangements.
Return Delivery Costs
Where Ziada Mall confirms that an item was supplied incorrectly, arrived damaged, or was defective upon delivery, Ziada Mall will arrange or advise on the appropriate return method.
Customers should not send a product back without first contacting us and receiving return instructions.
If inspection determines that the reported problem resulted from misuse, improper installation, accidental damage or another issue not attributable to the product as supplied, any transportation, inspection or repair costs may be the customer’s responsibility.
Refunds and Replacements
Once an eligible returned product has been received and assessed, Ziada Mall may, depending on the circumstances:
- Replace the product with the correct or equivalent product;
- Arrange an appropriate repair where applicable; or
- Issue a refund where a replacement or repair is not appropriate.
Approved refunds will be processed using an agreed payment method. Processing time may vary depending on the payment method or financial institution.
Product Warranties
Some products sold by Ziada Mall may carry a manufacturer or supplier warranty.
A defect that develops after the initial 48-hour reporting period may therefore be handled under the applicable product warranty rather than as a delivery return.
Warranty periods and conditions vary by product. Customers should contact Ziada Mall for assistance regarding the warranty applicable to a particular product.
Warranty coverage does not normally include damage caused by misuse, incorrect installation, unauthorized repairs or modifications, accidents, improper maintenance, or failure to follow operating instructions.
Incorrect Product Information
If a product received materially differs from the product ordered or from the specifications confirmed at the time of purchase, please contact us within 48 hours so that we can investigate and provide an appropriate resolution.
Contact Us
For returns, refunds or product-related assistance:
Ziada Mall
Phone/WhatsApp: 0740 211 048
Email: ziadamall.sales@gmail.com
Location: Kumasi Road – River Road Junction, Barkat Biashara Mall, Nairobi, Kenya