Return & Refund Policy

Last updated: 29 September 2026

We want you to be happy with every order. If something is wrong with an item, this policy explains how to return it and get a replacement or a refund. It applies to products bought on Buy More Mall from any Seller. Your rights under the Consumer Protection Act, 2012 are not affected.

Summary

Items you can return

You can return an item for a replacement, repair or refund if it:

• arrived damaged or broken, or with parts or accessories missing
• is not the item, size, colour or model you ordered
• is defective or does not work as it should
• is materially different from the description or photos on the product page (allowing for reference images that are marked as such)

The item should be returned with its original packaging, accessories, manuals and free gifts where possible.

Items that cannot be returned

For hygiene, safety or practical reasons, the following cannot be returned unless they are damaged, defective or wrong on delivery:

• Perishable goods: food, drinks, fresh produce, animal feeds and farm inputs once opened
• Personal care and hair products, wigs and hair extensions, cosmetics and underwear once opened or used
• Custom-made or made-to-measure items, such as bespoke suits, fabricated steel work, and made-to-order machines and tanks
• Items cut to length or mixed to order, such as cable, pipe, chain, rope, fabric and sheeting sold per metre
• Machines and systems after installation or commissioning (these are covered by warranty instead)
• Software, digital products, gift cards and airtime
• Services that have already been performed
• The Find it for me sourcing fee, seller package fees and booking fees for services performed
• Items bought through classified adverts, which are private deals between buyer and advertiser

How to return an item

1. Contact us within the time limit on WhatsApp +254 717 263 774 or at info@buymoremall.co.ke. Give your order code, the item, the problem, and photos or a short video.
2. We review the request with the Seller, usually within 2 working days, and confirm whether the return is approved.
3. Send or hand over the item as we instruct: by courier, at a pickup point, or collected by a rider. Keep your proof of dispatch.
4. The Seller inspects the item (usually within 3 working days of receiving it) to confirm the problem.
5. You get a replacement, repair or refund, as agreed.

Return delivery costs

• If the item was damaged, defective, wrong or not as described, the Seller pays return delivery.
• If you return an item because you changed your mind (where the Seller agrees), you pay return delivery and the original delivery fee is not refunded.

Refunds

• Refunds are made within 7 working days after the return is approved and the item is received and inspected.
• M-Pesa payments are refunded to the M-Pesa number that paid. Card payments are refunded to the same card. Your bank may take a few extra days to show it.
• You receive a full refund of the item price, plus the original delivery fee where the item was faulty, wrong or not as described.
• If an order is cancelled before dispatch, or a Seller cannot supply it, you get a full refund of anything paid.
• Refunds cannot be paid in cash, or to a different person or number, except where the law requires it.

Warranty claims

Many machines, electronics, pumps, tools and appliances come with a manufacturer or Seller warranty, as stated on the product page. If a fault appears during the warranty period:

• Contact us or the Seller with your order code and a description or video of the fault.
• Do not open or repair the item yourself, as this can void the warranty.
• The Seller or manufacturer will repair or replace the item, or refund you where a repair is not possible, according to the warranty terms.
• Warranties do not cover damage from misuse, accidents, wrong installation by others, power surges, poor water quality beyond the stated limits, or normal wear and consumables (filters, membranes, UV lamps, cutting discs and similar).

If you disagree with a decision

If your return is declined and you disagree, reply to our message or email info@buymoremall.co.ke asking for a review. A senior team member will review the evidence from you and the Seller and respond within 5 working days. See our Support Policy for how complaints are escalated.

Related policies

• Terms & Conditions
• Support Policy
• Privacy Policy
• Seller Policy

Contact us

Buy More Mall Kenya
Eastern Bypass, near Naivas Supermarket, Kamakis, Ruiru, Kiambu County, Kenya
Email: info@buymoremall.co.ke
Phone / WhatsApp: +254 717 263 774