Returns and Refunds Policy
Compea is a comparison and referral platform. It does not sell products, process payments, or fulfil orders, so returns, refunds, and exchanges are handled by the seller you bought from. This Policy explains who is responsible and what you can do if something goes wrong.
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Compea's Role in Transactions
As a comparison and referral platform, Compea is not a party to any contract of sale between a user and a seller. Compea Ltd does not process payments, hold inventory, fulfil orders, or act as the seller of record in respect of any product listed on the Platform. Accordingly, Compea Ltd does not accept returns and is unable to process refunds or exchanges for any product purchased through a seller accessed via the Platform.
Seller Responsibility
All matters relating to returns, refunds, exchanges, warranty claims, and complaints in respect of products purchased from a seller through the Platform are the sole responsibility of the relevant seller. Users should review the seller's returns and refunds policy - which must be accessible on the seller's own website - before completing any purchase. The seller is legally obligated to comply with all applicable consumer protection legislation in respect of returns and refunds, including the Kenya Consumer Protection Act.
Compea Ltd's Complaint Monitoring Role
Although Compea Ltd is unable to intervene in or resolve individual disputes between users and sellers, it monitors complaint patterns and user feedback at an aggregate level. Where a seller is found to have a consistently poor record in respect of returns, refunds, or post-sale customer service, Compea Ltd may reduce the seller's visibility on the Platform, issue a formal warning, or remove the seller from the Platform entirely. This monitoring function is exercised at Compea Ltd's sole discretion and does not give rise to any obligation to resolve individual disputes or provide compensation to users.
User Recourse
Users who experience issues with a purchase made through a seller accessed via the Platform are encouraged to: (i) contact the seller directly using the contact details on the seller's website; (ii) exercise any statutory rights available under the Kenya Consumer Protection Act or other applicable law; (iii) report persistent or serious seller misconduct to Compea Ltd at info@compea.co.ke for monitoring purposes; and (iv) escalate unresolved disputes to the Kenya Competition Authority or other relevant regulatory body.