Quick Answer
If you buy a faulty, unsafe or counterfeit product, or get poor service, you are entitled to a remedy — typically a refund, replacement, repair or compensation. The key is to act early, keep your evidence, and report to the right body.
Key facts
- You can seek a refund, replacement, repair or compensation.
- Keep receipts and evidence of the problem.
- Counterfeit and unsafe goods can be reported to KEBS.
- Act early — delay weakens your claim.
Your remedies
When a product is defective or a service falls short, you can seek a refund, replacement, repair or compensation under the Consumer Protection Act and the Standards Act. Which applies depends on the problem and what you agreed.
Build your case
Before complaining, gather evidence: keep receipts and contracts, take photos of the defect, save correspondence, and note dates. Use traceable payment where you can — it proves the transaction.
Counterfeit and unsafe goods
If a product is counterfeit, substandard or dangerous, report it to the Kenya Bureau of Standards (KEBS) (and the Anti-Counterfeit Authority), which can test products, order recalls and seize fakes — protecting you and other consumers.
Check for the KEBS standardisation mark and accurate labelling before buying.
Why this matters to you
A faulty phone, a dangerous product, a service not delivered — these are common, and the law is on your side if you act. Keeping evidence and reporting promptly is what gets results.
Frequently asked questions
What can I claim for a faulty product?
A refund, replacement, repair or compensation.
Where do I report unsafe or fake goods?
To the Kenya Bureau of Standards (KEBS) and the Anti-Counterfeit Authority.
What evidence do I need?
Receipts, photos, contracts and correspondence — kept from the start.
Sources & references
- Consumer Protection Act, 2012; Standards Act — kenyalaw.org
- Kenya Bureau of Standards — kebs.org