Seller Policy

Last updated: 29 September 2026

This policy sets the standards every Seller and service provider on Buy More Mall Kenya must meet. It works together with our Seller Terms & Conditions, Seller Legal Notice and Seller Right of Withdrawal. These rules protect buyers, keep the marketplace trustworthy and help good Sellers grow.

Who can sell

• Individuals aged 18 and over, and registered businesses, based in Kenya.
• You must complete registration with accurate details and apply for verification. Only verified shops appear in the All Shops directory and show the Verified badge.
• Verification may require: a national ID or passport; a KRA PIN certificate; a certificate of registration or incorporation (for businesses); a county business permit; and licences for regulated goods or services. Examples of regulated licences are KEBS certification, Kenya Dairy Board, Pharmacy and Poisons Board, EPRA licences for electrical and solar work, and NCA registration for construction contractors.
• We may refuse, pause or remove verification where documents cannot be confirmed.

Listing standards

• Accurate titles and descriptions: brand, model, size, capacity, material and what is included. No misleading claims.
• Real prices in Kenya Shillings, including VAT where you are VAT-registered. Placeholder prices (such as KSh 1), "call for price" listings without a real price, and bait prices are not allowed.
• Photos: use clear photos of the actual item wherever possible. If you use a reference or manufacturer image, the listing must say so.
• Stock: keep stock levels up to date and mark items out of stock promptly.
• One listing per product. Do not create duplicate listings of the same item. Use variants for sizes and colours.
• Correct category for every product.
• No contact details in listings (phone numbers, links to other shops) meant to take buyers off the platform.

Prohibited and restricted items

You may not list:

• Counterfeit, replica or "copy" goods, or goods infringing trademarks, copyright or patents
• Stolen goods, or goods without lawful ownership
• Weapons, ammunition, explosives, and parts of them
• Illegal drugs and drug paraphernalia; prescription medicines without Pharmacy and Poisons Board authorisation
• Wildlife and wildlife products (ivory, rhino horn, skins, live protected animals)
• Hazardous chemicals, pesticides or gas products not approved for sale in Kenya, or sold without the required labelling
• Alcohol and tobacco, except by licensed sellers where our platform allows it
• Adult or obscene material
• Government-issued documents, ID cards, SIM cards registered to others, personal data, or hacked accounts
• Pyramid schemes, "investment" products, gambling, loans or financial products
• Recalled products, or products that do not meet mandatory KEBS standards
• Anything illegal to sell in Kenya

Order fulfilment

• Confirm or decline new orders within 24 hours.
• Dispatch in-stock items within 2 working days unless the listing states a longer lead time. Made-to-order items must show a realistic lead time.
• Pack items securely and include any accessories, manuals and warranty cards.
• Issue a receipt or tax invoice (an eTIMS invoice where you are registered for it).
• If you cannot fulfil an order, cancel it promptly so the buyer can be refunded. Frequent cancellations affect your shop standing.

Communication with buyers

• Answer buyer messages and product questions within 1 working day.
• Be polite and honest. Do not pressure buyers, and do not ask them to pay outside the platform for items listed on it.
• Use buyer contact details only to fulfil the order and provide after-sales support, not for unsolicited marketing.

Returns, warranties and service quality

• Accept returns in line with our Return & Refund Policy, including paying return delivery for items that are damaged, defective, wrong or not as described.
• Honour the warranty stated on your listing.
• Service providers must turn up as booked, hold any required licences, work safely and put right defective work.

Reviews and fair competition

• Do not post fake reviews, review your own products, or pay or reward buyers for reviews.
• Do not copy other Sellers' photos or descriptions without permission.
• Do not manipulate search, for example by stuffing unrelated keywords or duplicating listings.

Shop standing and enforcement

We monitor cancellations, late dispatch, returns, complaints and policy breaches. Depending on how serious and how frequent a breach is, we may:

• send a warning and ask you to correct listings
• hide or remove listings
• remove the Verified badge or hide the shop from the directory
• withhold payouts connected to disputed or fraudulent orders while they are investigated
• suspend or close the shop, and report illegal activity to the authorities

You may appeal any decision by emailing info@buymoremall.co.ke within 14 days. See our Seller Right of Withdrawal.

Related policies

• Seller Terms & Conditions
• Seller Legal Notice
• Seller Right of Withdrawal
• Return & Refund Policy
• Terms & Conditions

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