Help
Frequently asked questions
Can't find your answer? Call or WhatsApp us on +254 714 059 059.
Are your products genuine?
Yes. Every Xiaomi, Redmi and POCO product we sell is 100% genuine and comes with a 1-year warranty.
Do you deliver across Kenya, and how much does it cost?
Yes. Delivery is free and same-day within Eldoret for orders placed before 3PM. Nairobi and other towns cost KES 499 and take 1–2 working days. Remote areas cost KES 999 and take 2–5 working days.
How can I pay?
You can pay with M-Pesa Paybill at checkout (Business No. 303030, Account No. 2052829464). At our shop you can also pay with M-Pesa, cash or card.
What warranty do your products have?
All products come with a 1-year warranty. If an item arrives faulty or damaged, we replace it and cover the return shipping.
What is your return policy?
You can request a return within 7 days of delivery. Items must be unused, in their original packaging, with proof of purchase. Approved refunds are paid within 3–7 working days to your original payment method or M-Pesa. Opened personal-use items such as earphones can only be returned if faulty.
Where is your shop and when are you open?
Xiaomi Planet is at Highlands Mall, Uganda Road, Eldoret. We're open Monday to Friday 9AM–6PM and Saturday 9AM–5PM, and closed on Sunday.
Can I order on WhatsApp?
Yes. Message or call us on +254 714 059 059 and we'll help you choose a product and place your order. Every product page also has an "Order on WhatsApp" button.
How do I track my order?
Once your order ships, we send you a tracking number by SMS or WhatsApp. You can contact us anytime on +254 714 059 059 for a delivery update.