Dispute Resolution
At COMPEA MART, we are committed to ensuring fair transactions between buyers and retailers. If you encounter an issue with a purchase made through our platform, follow the process below to resolve it.
Resolution Process
1
Contact the Retailer
Begin by reaching out directly to the retailer where you made your purchase. Most issues, including returns, refunds, and defective products, can be resolved at this stage. Allow the retailer up to 7 business days to respond.
2
File a Dispute with COMPEA MART
If the retailer does not respond or you are unsatisfied with their resolution, submit a dispute through our platform. Provide your order reference, retailer name, a description of the issue, and any supporting evidence such as photos or receipts.
3
Review and Mediation
Our dispute resolution team will review your case within 5 business days. We will contact the retailer on your behalf and work to mediate a fair outcome. Both parties will be kept informed throughout the process.
4
Resolution
COMPEA MART will propose a resolution based on the evidence provided. Possible outcomes include a full or partial refund, product replacement, or other remedies. If mediation fails, we will advise you on further steps including filing a complaint with the Competition Authority of Kenya.
What You Will Need
- Order reference number or proof of purchase
- Name of the retailer and date of purchase
- Clear description of the issue
- Supporting evidence: photos, screenshots, email correspondence
- Your preferred resolution (refund, replacement, etc.)
Timelines
7 days
Retailer response window
5 days
COMPEA MART review period
14 days
Maximum resolution time
Ready to File a Dispute?
Contact our support team with the details of your case and we will begin the resolution process immediately.