Consumer Protection: Your Rights When Shopping

## Your Consumer Rights in Kenya The **Consumer Protection Act, 2012** and the **Competition Act** protect you when buying goods and services in Kenya. This guide explains your fundamental rights as a consumer. ### Your Basic Consumer Rights #### 1. Right to Safety Products sold must be safe for their intended use. Sellers must: - Warn about potential dangers - Provide safety instructions - Recall dangerous products #### 2. Right to Information You are entitled to: - Clear and accurate product information - Prices displayed in Kenya Shillings - True country of origin - Expiry dates on perishables - Terms and conditions in understandable language #### 3. Right to Quality Products must: - Match their description - Be of merchantable quality - Be fit for the purpose you specified - Work as advertised #### 4. Right to Redress If goods are defective, you can demand: - Repair of the product - Replacement with a similar product - Refund of your money ### Unfair Business Practices The law prohibits: - **False advertising** - Misleading claims about products - **Bait and switch** - Advertising one product then pushing another - **Hidden charges** - Fees not disclosed upfront - **Fake discounts** - Claiming false original prices - **Pressure selling** - Aggressive tactics that don't allow you to think - **Unfair contract terms** - One-sided conditions buried in fine print ### Returning Products You can return products if they: - Don't match the description - Are defective or damaged - Don't work as promised - Are different from samples shown **Time limits vary**, but generally you should report issues immediately upon discovery. Keep your receipt! ### Filing a Complaint 1. **Start with the seller** - Give them a chance to resolve 2. **Put it in writing** - Document your complaint formally 3. **Contact the Competition Authority of Kenya (CAK)** - Online: www.cak.go.ke - Phone: 020-2628233 4. **Consumer Federation of Kenya (COFEK)** - For advocacy support 5. **Small Claims Court** - For disputes under KSh 1 million ### Tips to Protect Yourself - Always keep receipts - Read terms before signing - Compare prices - Check return policies before buying - Be wary of deals that seem too good to be true - Don't pay full amount before receiving goods/services - Use traceable payment methods ### Online Shopping Additional protections for e-commerce: - Right to full information before purchase - Right to cancel within 7 days of delivery - Right to refund within 30 days if product not delivered - Protection of personal data --- *Have a consumer dispute? Chat with Juahaki AI on WhatsApp to understand your rights and options for getting a resolution.*