Support Policy

Last updated: 29 September 2026

Our team is here to help with orders, payments, deliveries, returns, sellers, services and your account. This policy explains how to reach us and what to expect.

How to reach us

Working hours

Monday to Saturday, 8:00 am to 6:00 pm (East Africa Time). On Sundays and public holidays, WhatsApp messages are answered when possible, and in any case on the next working day.

Response times

• WhatsApp and phone: during working hours we aim to reply within 2 hours.
• Email and contact form: within 1 working day.
• Payment problems (money deducted but order unpaid): we aim to resolve these within 1 working day once you send the M-Pesa confirmation message.
• Returns and refunds: we confirm whether a return is approved within 2 working days (see our Return & Refund Policy).
• Complaints needing a Seller's input: we aim for a final answer within 7 working days.

What to include so we can help quickly

• Your order code (for example 20260928-123456) or Find it for me code (FIND-XXXXX)
• The phone number or email used for the order
• For payment issues: the M-Pesa confirmation message
• For damaged or faulty items: clear photos or a short video

What we help with

• Order status, delivery tracking and delivery problems
• Payment confirmation and refunds
• Returns, replacements and warranty claims, working with the Seller or manufacturer
• Account access, password resets and closing accounts
• Problems with a Seller or service provider
• Reporting fake listings, counterfeit goods, suspicious messages or fraud
• Technical help choosing products, such as pumps, water treatment and machines, through our sellers' specialists

Complaints and escalation

1. Contact support through any channel above. We log your issue and give you a reference.
2. If it is not resolved within the time above, or you are unhappy with the answer, email info@buymoremall.co.ke with the subject "Escalation" and your reference. A senior team member will review it within 5 working days.
3. If the matter is still not resolved, either side may propose mediation. You also keep all your rights under the Consumer Protection Act, 2012, and may approach the Competition Authority of Kenya.

Stay safe

• Buy More Mall staff will never ask for your M-Pesa PIN, card PIN, password or one-time codes.
• Only pay through the website's checkout or the official M-Pesa prompt. Do not send money to personal numbers for items listed on the website.
• Report suspicious calls or messages that claim to be from us to info@buymoremall.co.ke.

Respectful communication

We treat every customer with respect, and ask the same for our staff. We may end conversations that involve abuse, threats or harassment, and continue by email.

Related policies

• Return & Refund Policy
• Terms & Conditions
• Privacy 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