How the marketplace operates
The rules below are the current public operating terms for marketplace activity on mall.co.ke.
Marketplace role and contracting parties
Elite Mall operates mall.co.ke as a marketplace that helps customers discover products, compare offers, place orders, make supported payments and keep transaction and support records. Unless a product is expressly identified as sold by Elite Mall itself, the approved store shown on the product and order is the seller responsible for supplying that product. Elite Mall remains responsible for the marketplace services it directly provides.
Seller standards and listing accuracy
Approved stores must keep product titles, descriptions, images, prices, availability, variants, fulfilment information and store contact details materially accurate and must not knowingly publish misleading, counterfeit, unlawful or deceptively presented goods. Elite Mall may review, correct, restrict, unpublish or escalate listings or seller activity where marketplace integrity, customer safety, legal compliance or platform security requires it.
Restricted, regulated and age-controlled products
A store may offer a regulated, restricted or age-controlled product only where the product and sale are lawful and the store holds any licence, approval or authority required for that activity. The seller is responsible for applying any age or eligibility check required at sale, collection or delivery. Alcoholic drinks must not knowingly be sold, supplied or provided to a person under eighteen. Elite Mall may restrict, suspend or remove products whose lawful sale or seller authority cannot be established.
Pricing, payments and order confirmation
Prices and charges presented in the Elite Mall checkout are the amounts that apply to that checkout attempt, subject to any clearly disclosed delivery or service charge. Customers should use only the payment instructions presented by the platform. An order is confirmed only when the required payment confirmation is recorded; an initiated, pending, rejected or failed payment attempt is not a confirmed order.
Fulfilment, delivery and collection
The selling store is responsible for preparing and fulfilling its products under the delivery or collection terms published or confirmed for the order. Delivery timing can depend on product readiness, destination and the selected fulfilment method. Customers should use the order record and recorded support channels to resolve unclear, delayed or disputed fulfilment instead of relying on unrecorded instructions.
Returns, cancellations, refunds and customer remedies
The selling store's published return policy applies to that store's products, together with any rights and obligations that apply under Kenyan law. Customers should report damaged, incomplete, materially misdescribed or otherwise disputed goods promptly and provide the order reference and reasonable evidence where available. A refund, replacement, cancellation or other remedy may require verification of the order, product condition and payment record. Nothing in this policy is intended to exclude a consumer right or remedy that cannot lawfully be excluded.
Consumer information and fair dealing
Elite Mall and its sellers should provide customers with the information reasonably necessary to make informed purchasing decisions and should not use false, deceptive or unfair representations. The marketplace is operated subject to applicable Kenyan law, including consumer protections concerning the quality of goods and services and the information supplied to consumers.
Support, complaints and dispute records
Elite Mall provides recorded support so marketplace and order issues can be traced by reference. Stores remain responsible for responding to matters within their seller obligations, while Elite Mall may review marketplace records, payment status, order history and support correspondence to help establish what happened. Closing a support ticket records its status; it does not erase any legal right or obligation that may otherwise apply.
Personal data and privacy
Elite Mall processes personal information needed to operate the marketplace, manage accounts and seller applications, process and support orders and payments, provide fulfilment information, prevent abuse, maintain security and meet applicable legal or regulatory obligations. Order and contact information reasonably required to fulfil or support a purchase may be made available to the responsible seller, and relevant service or payment providers may receive information needed to perform their part of the transaction. Personal data should be handled for legitimate and disclosed purposes, kept proportionate to those purposes, protected with appropriate safeguards and retained only as reasonably necessary or required. Subject to applicable Kenyan data-protection law, a person may have rights to be informed about use of their personal data, access it, object to certain processing, request correction of false or misleading data, and seek deletion or restriction where the law provides for it. Privacy or data-rights requests can be raised through Elite Mall Support for verification and handling.
Policy changes and contact
Elite Mall may update this public policy as the marketplace, law, payment methods or operational controls change. Material changes should be published on this page with the current text becoming effective when published unless a different effective date is stated. Questions about how a policy applies to a specific order, store or account should be raised through the Support Centre.
