Trust Centre
Buy from someone you have never met, safely.
That is the whole problem with buying online in Kenya. Here is exactly how we solve it.
We check every seller
Nobody sells on Sokomoja until we have confirmed who they are: national ID, KRA PIN, business registration where they have it, and a licence where the category requires one. Their payout number has to be in their own name. That is why a shop here is different from an account that appeared on social media last week.
Verified means checked before their first sale. Trusted means a solid record over real volume. Premium means an extended record at that standard. Badges are earned, never bought, and they can be taken away.
We hold your money
When you pay, the money goes to Sokomoja, not to the seller. It stays with us while your order is packed, sent and delivered. The seller is paid only after it reaches you and the return window closes.
If your order never arrives, you get your money back. If it arrives and is not what was described, you get your money back. The seller carries that risk, not you.
You have time to check
Seven days from delivery to tell us if something is damaged, faulty, missing, counterfeit or not as described. Ninety days if the order never arrived at all. Twenty four hours for fresh food, because it cannot be assessed after that.
Inspect the parcel before you accept it. If the packaging has been opened or crushed, or it is obviously the wrong thing, refuse it. That costs you nothing and it is the fastest route to a refund.
If something goes wrong
Report it from your order page. The seller has two working days to respond. If they do not respond, or you are not satisfied, we decide it ourselves on the evidence, and we say why.
We do not favour high-volume sellers, and we do not automatically side with the buyer either. We look at the records: what the listing said, what the tracking shows, what the photographs show, and who replied.
After the return window
If a product carries a warranty, it is stated on the listing before you buy, along with how long it runs and who honours it. Phones and computers carry twelve months as a minimum on Sokomoja. If a seller advertises a warranty and then refuses to honour it, tell us and we will step in. Read the Warranty Policy.
The one rule that protects you most
Never pay outside Sokomoja. Not to a personal M-Pesa number, not to a paybill someone sends you in a message, not in cash to a rider. If it did not go through checkout, we cannot hold it, refund it, trace it or protect it.