Kenya's Consumer Protection Act 2012 gives you the right to refunds, repairs, and fair dealing. File complaints with the Competition Authority of Kenya (CAK) for free.
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Direct Answer
The Consumer Protection Act 2012 gives every Kenyan consumer the right to goods that are safe, merchantable, and match their description. If a business cheats you, sells you defective goods, or uses deceptive practices, you can file a complaint with the Competition Authority of Kenya (CAK) at no cost.
What the Law Says
Your Legal Foundation
Consumer Protection Act 2012
Section 13
“A supplier must not, in trade, engage in conduct that is deceptive, unconscionable, or misleading.”
Consumer Protection Act 2012
Section 27
“A consumer is entitled to return goods that are defective and to receive a refund, repair, or replacement.”
Competition Act 2010
Section 55
“The Authority shall receive and investigate complaints by consumers relating to violations of this Act.”
What to Do
Step-by-Step Guide
1First, complain to the business. Write or email the business directly stating the problem, what you want (refund, repair, replacement), and give them 7 days to respond. Keep a copy.
2If they refuse or ignore you, file a complaint with the Competition Authority of Kenya (CAK) online at cak.go.ke or in person at their Nairobi office. The process is free.
3Include evidence — your receipt, photos of the defective product, screenshots of misleading advertising, and the business's response (or lack of one).
4CAK investigates and can order businesses to refund, replace, or compensate consumers. They can also impose fines on businesses for consumer protection violations.
5For financial services (banks, insurance, mobile money), file complaints with the Central Bank of Kenya (CBK) or the Insurance Regulatory Authority (IRA) depending on the sector.
What to Say
Exact Words to Use
“"The goods I purchased from you on [date] are defective/not as described. Under Section 27 of the Consumer Protection Act 2012, I am entitled to a refund, repair, or replacement. Please remedy this within 7 days or I will file a complaint with the Competition Authority of Kenya."”
Tone: Written — email or letter to the business
Common Questions
Frequently Asked Questions
Does the Consumer Protection Act cover online purchases?
Yes. Online sales are subject to the Consumer Protection Act. You have additional rights for distance selling including a right to information before purchase and the right to cancel within a reasonable period in some circumstances.
I was overcharged — can I get a refund?
Yes. Charging more than the advertised or agreed price is a deceptive trade practice under the Act. Document the advertised price versus what you were charged, and file with the CAK.
What about mobile money fraud or M-Pesa disputes?
Report M-Pesa disputes to Safaricom customer care first (dial *234#). If unresolved, escalate to the Communications Authority of Kenya (CAK's sibling for telecoms) or the CBK for financial disputes.
Can I sue a business in court?
Yes. For smaller claims, the Small Claims Court (for claims under KSh 1 million) offers a faster, cheaper process than the High Court. You can represent yourself without a lawyer.
Get Help Now
Resources & Helplines
Competition Authority of Kenya (CAK)
cak.go.ke / 020 252 6000
Primary consumer complaints body. Free to file.
Central Bank of Kenya (CBK)
020 286 0000
Complaints against banks and mobile money providers.
Insurance Regulatory Authority (IRA)
020 271 6599
Insurance disputes and complaints.
Small Claims Court
Visit nearest court
Fast-track court for claims under KSh 1 million. Self-representation allowed.
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