Submit a Dispute

Buyer Dispute Program

We want you to buy with confidence when you use Ndiema Payments. However, disputes between buyers and merchants will occasionally occur. When this happens buyers should first contact merchants directly to try to find a solution. If the parties cannot resolve their dispute the Ndiema Payments Buyer Dispute Program provides a mechanism to address the buyer's complaint, including under the Ndiema.market A-to-z Guarantee.

The Ndiema.market A-to-z Guarantee applies to qualified purchases of physical goods. The condition of the item you buy and its timely delivery are guaranteed under the Ndiema.market A-to-z Guarantee. For transactions that are not covered by Ndiema.market A-to-z Guarantee, the Ndiema Payments Buyer Dispute Program still allows buyers to obtain our assistance in seeking the merchant's further consideration. Ndiema Payments does not act as the agent of either party in any transaction or in resolving any dispute. Ndiema Payments will attempt to resolve disputes by fostering good faith communication between buyers and merchants.

Please read the following guidelines before submitting a complaint.

When does the Ndiema.market Payments Buyer Dispute Program apply?

•         You used Ndiema Payments to purchase an item or service from a merchant, and

•         You paid the merchant for the item or service, but it did not arrive, or

•         You received the item, but the item is materially different than the way the merchant described it.

The A-to-z Guarantee applies only to the purchase of physical goods. Therefore, the following items are not covered by the Ndiema.market A-to-z Guarantee: payments for services, payments made via the Send Money or Request Money features (Person-to-Person or P2P payments), digital merchandise, cash equivalent instruments (including retail gift cards), and prohibited items (including items violating the Ndiema Payments Acceptable Use Policy). You may still seek our assistance in resolving dispute for these items by submitting a dispute.

The Ndiema Payment Dispute Program does not apply to unlawful or prohibited items (including items violating the Ndiema Payments Acceptable Use Policy or our Customer Agreement.)

When is a product "Materially Different" from the way a merchant described it?

Buyers should wait 14 business days for the delivery of tangible items or services and one business day for the delivery of digital items before filing a complaint. However, a complaint needs to be submitted within 30 days of making payment.

If a merchant has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is "materially different" and that merchant should be willing to offer a refund or exchange within 30 days of shipment. If the merchant does not accept the return of an item that is made in accordance with the merchant's return policy, you may qualify for coverage under the Ndiema.market A-to-z Guarantee.

Items are considered "materially different" in these circumstances:

•         Wrong version or edition

•         Item condition or details not as described

•         Wrong item

•         Missing parts or components

•         Defective item

•         Damaged item

When submitting a claim with the reason "materially different," you will need to select one of the reasons above and provide comments explaining why the item you received is materially different from the item you purchased. Please note that this does not extend to cases where you are simply disappointed with an item. We will ultimately determine material difference at our discretion.

When do I need to file a complaint?

For purchases of physical goods under the Ndiema.market A-to-z Guarantee, you must wait 15 days from the order date to submit a claim. From that point, you have 75 days to submit the claim.

Buyers should wait 14 business days for the delivery of services and one business day for the delivery of digital items before filing a complaint. From that point, you have 30 days to submit the claim.

What are the requirements to submit a complaint?

Each of the following requirements must be met to submit a complaint:

•         The claim must be timely filed.

•         If you have received a materially different item, you must contact the merchant within seven (7) days of receipt to request return information.

•         If your item becomes defective more than 30 days past the shipment date and it is under warranty, you must contact the manufacturer for repair or replacement.

•         You must provide the required information on the claim form.

•         If you paid by credit card and the issuing bank has initiated a chargeback, then you are not eligible for coverage.

How much coverage will buyers receive?

Under the Ndiema.market A-to-z Guarantee, buyers who use Ndiema Payments for qualified purchases of physical goods are eligible to receive up to 90& of the purchase price, including shipping charges. For other items and services, you may submit a claim seeking our assistance to resolve your dispute with the merchant, but you will not be eligible to receive a refund of any part of the purchase price.

How do I submit a complaint?

If you are a buyer, you can submit a complaint by logging into your Ndiema.market account or by following the Transaction disputes instructions. For disputes involving physical goods that are covered under Ndiema.market A-to-z Guarantee, we will process your submission as an A-to-z Guarantee claim. You also can submit an A-to-z Guarantee claim by viewing the specific transaction details using Your Account on the Ndiema Payments website. From the transaction or order details page, click "Problem with this transaction?" or "Problem with this order" to file your claim.

What happens after I submit a complaint?

For transactions involving physical goods that are covered by the Ndiema.market A-to-z Guarantee, you can track the progress of your claim by viewing the transaction in Your Account on the Ndiema Payments website. From the transaction details page, click "Problem with this transaction?" or "Problem with this order" to see the status of your claim.

For other disputed items or services, after a buyer submits a complaint, Ndiema Payments will contact the merchant and help facilitate a resolution. If Ndiema Payments contacts a buyer for additional information, the buyer must respond within five days or the compliant may be canceled. We try to resolve complaints within 45 days from the date of submission but we may have to take longer. You may check the status of a complaint online from the Ndiema Payments account page.

What if I pay with a credit card?

If you use a credit card through Ndiema Payments, you have the right to dispute any charge with your issuing bank. Your ability to reverse a charge will depend on your bank's policies and the type of dispute.

You may make a complaint under the Ndiema Payments Buyer Dispute Program or dispute the charge through your issuing bank, but not both at the same time. If you elect to dispute the charge with your bank after you submit a complaint to us and we receive a chargeback or other reversal of payment, we will cancel your complaint and you must rely solely on your dispute rights with your bank.

If you cancel your Ndiema Payments complaint, if it is denied, or you are otherwise unable to obtain a refund, you may still have the ability to pursue your dispute rights with your bank.

Ndiema Payments may contest credit card chargebacks in accordance with the rules of the applicable credit card association or issuer.

Can my access to my Amazon Payments account be restricted?

In addition to the access limitations described in the Ndiema Payments User Agreement, we may restrict or terminate the account access privileges of customers who abuse the Buyer Dispute Program or chargeback rights with their credit card issuer, including:

•         Using the Ndiema Payments Buyer Dispute Program to obtain a refund for items or services which were not returned, obtaining two refunds for the same transaction, or filing three or more complaints that are subsequently ruled invalid by Ndiema Payments,

OR

•         Using the credit card chargeback process to obtain a refund for items or services which were not returned, obtaining two refunds for the same transaction, or filing three or more chargebacks in a 12-month period that are ruled invalid by the credit card association or issuer.

What if a merchant does not cooperate in the dispute process?

Any merchant that fails to cooperate in good faith to resolve a buyer's complaint may have its account privileges restricted or terminated. We also expect merchants to respond to email correspondence concerning complaints against them within 10 days. Finally, Ndiema Payments may place a hold on funds in a merchant's account if the merchant does not respond timely to a dispute or does not honor a commitment made to resolve a dispute within a reasonable amount of time.

Online Shopping on Ndiema.market – Kenyan’s Largest Online Marketplace

Ndiema.market is Kenya’s number one online Shopping destination. We pride ourselves in having everything you could possibly need for life and living at the best prices than anywhere else. Our access to Original equipment manufacturers and premium sellers gives us a wide range of products and services at very competitive prices. Some of our popular categories include electronics, mobile phones, computers, fashion, beauty products, home & kitchen and a whole lot more from premium brands. Some of our other categories include Food & drinks, automotive & industrial, books, musical equipment, babies & kids items, sports & fitness, to mention a few. To make your shopping experience swift and memorable, there are also added services like gift vouchers, consumer promotion activities across different categories and bulk purchases with hassle-free delivery. Enjoy free shipping rates for certain products and with the bulk purchase option, you can enjoy low shipping rates, discounted prices and flexible payment. When you shop on our platform, you can pay with your debit/credit card or with mobile money like Mpesa, Airtel Money and Equitel via NdiemaPay which is a convenient and secured payment solution. Get the best of lifestyle services online, don't miss out on the biggest sales online which takes place on special dates of the Month ie Ndiema YAKATA, our biggest sale of the month which happens 28th to 30th Monthly with discounts of up to 50%.

We launched Ndiema. market in July 2022 and our mission is to become the engine of commerce and trade in Africa. It is the most trusted & secure online shopping platform in Africa. You can purchase all Your products & have them delivered to your doorstep. We serve a retail customer base that continues to grow exponentially, offering products that span various categories.

Our range of services are designed to ensure optimum levels of convenience and customer satisfaction with the retail process; these services include our lowest price guarantee, 7-day free return policy, order delivery-tracking, dedicated customer service support and many other premium services. As we continue to expand the mall, our scope of offerings will increase in variety, simplicity and convenience; join us and enjoy the increasing benefits.

Ndiema.market offers a third-party online marketplace, as well as first-party direct retail spanning various categories including consumer electronics, fashion, home appliances, books, children's items, computers & accessories, phones and tablets, health care and personal care products. The company also has logistics service (Ndiema Express), which enables the timely shipment and delivery of packages to customers.

Our payment service, NdiemaPay has been designed to offer a safe, fast and easy solution to facilitate online payments on our platform, with the intention of integrating additional financial services in the future.

It has partnered with more than 30,000 local African companies and individuals. We facilitate consumer-to-consumer and business-to-consumer sales through our platform.

The company is part of Ndiema Group, a Multi-million conglomerate and a subsidiary of Ndiema Industries Limited.

We are highly customer-centric and are committed towards finding innovative ways of improving our customers' shopping experience with us; so give us some feedback on management@ndiemaindustries.com. For any sales related questions, kindly send us an email at at shopping@ndiema.market.

Thank you and we hope you enjoy your shopping experience with us.

Submit a Dispute

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