ORDERMANIA CUSTOMER COMPLAINTS & DISPUTE RESOLUTION POLICY

OrderMania is committed to treating customers fairly and resolving complaints in a prompt, transparent and reasonable manner.

We recognise that problems may sometimes occur with an order, product, payment, delivery or customer-service experience. This policy establishes the procedure customers can use to raise a complaint and the process OrderMania will use to investigate and resolve it.

This policy applies to purchases and services provided by OrderMania in Kenya.

Nothing in this policy limits, excludes or waives any consumer right or legal remedy that cannot lawfully be excluded under Kenyan law.

1. PURPOSE OF THIS POLICY

The purpose of this policy is to:

Give customers a clear way to make complaints.
Ensure complaints are properly recorded.
Provide a fair investigation process.
Establish reasonable response timelines.
Create an internal escalation process.
Identify recurring problems.
Improve OrderMania's products and services.
Protect customers from unfair treatment.
Protect OrderMania from fraudulent or abusive complaints.
2. WHAT IS A COMPLAINT?

A complaint is an expression of dissatisfaction concerning an OrderMania product, service, transaction or customer experience where the customer expects a response or corrective action.

Examples include complaints about:

Product quality.
Defective products.
Wrong products.
Missing products or accessories.
Delivery delays.
Damaged deliveries.
Incorrect charges.
Refunds.
Returns.
Warranty claims.
Customer service.
Order cancellations.
Payment problems.
Product descriptions.
Promotional offers.
Communication.
Courier handling.
Website or ordering problems.
3. WHO CAN MAKE A COMPLAINT?

A complaint may be made by:

The customer who placed the order.
The person who received the order.
An authorised representative of the customer.
A person legally entitled to act on behalf of the customer.

OrderMania may request reasonable information to verify the person's relationship to the transaction.

4. HOW TO MAKE A COMPLAINT

Customers may submit complaints through OrderMania's authorised customer-service channels.

WhatsApp: 0141894824

Phone: 0141894824

Email: info@ordermania.co.ke

Website: ordermania.co.ke

Physical Address: Greencourt business center, FF15, latema road, Nairobi.

Where OrderMania introduces additional official complaint channels, those channels may also be used.

5. INFORMATION TO INCLUDE

To help us investigate the complaint quickly, customers should provide:

Full name.
Telephone number.
Order number.
Product name.
Date of purchase.
Date of delivery, where applicable.
Description of the complaint.
What the customer believes should be done to resolve the matter.
Photographs or videos where relevant.
Payment or transaction reference where relevant.

Customers do not need to know the exact legal basis of their complaint.

Simply explaining what happened is sufficient to start the process.

6. COMPLAINTS MAY BE MADE IN PLAIN LANGUAGE

Customers do not need to use legal terminology.

For example:

"I ordered a black 16-inch fan but received a white 18-inch fan."

is sufficient to raise a complaint.

OrderMania will determine the appropriate internal category and process.

7. COMPLAINTS INVOLVING VULNERABLE CUSTOMERS

Where reasonably identifiable, OrderMania will take appropriate care when handling complaints involving customers who may require additional assistance.

This may include customers experiencing:

Communication difficulties.
Accessibility difficulties.
Language barriers.
Other circumstances that reasonably require additional assistance.
8. COMPLAINT ACKNOWLEDGEMENT

Where a complaint is submitted through an identifiable OrderMania customer-service channel, OrderMania will endeavour to acknowledge receipt within 1 business day.

The acknowledgement may include:

Confirmation that the complaint has been received.
A complaint reference number where applicable.
The next steps.
Any information required from the customer.
9. COMPLAINT REFERENCE NUMBER

Where practical, OrderMania may assign a reference number to a complaint.

Customers should quote the reference number when following up.

This allows OrderMania to track:

The complaint.
Investigation.
Communications.
Evidence.
Resolution.
Escalations.
10. COMPLAINT CATEGORIES

OrderMania may classify complaints into categories such as:

A. Product complaints

Defective, damaged, incorrect, incomplete or materially misdescribed products.

B. Delivery complaints

Late, missing, damaged or incorrectly delivered orders.

C. Payment complaints

Incorrect charges, payment failures, duplicate payments or refund issues.

D. Returns and refunds

Disagreements concerning eligibility, processing or refund amounts.

E. Warranty complaints

Disputes concerning product defects or warranty decisions.

F. Customer-service complaints

Complaints concerning the conduct or service provided by an OrderMania representative.

G. Website and technology complaints

Problems involving ordering, accounts, payments or other website functions.

H. Privacy or personal-data complaints

Complaints concerning the handling of personal information.

These may be handled under the OrderMania Privacy Policy and applicable Kenyan data-protection requirements.

11. INITIAL INVESTIGATION

Once a complaint is received, OrderMania may:

Review the customer's order.
Review payment records.
Review delivery records.
Contact the courier.
Contact the supplier.
Review customer-service communications.
Review photographs or videos.
Inspect the product.
Review applicable policies.
Review the product listing.
Review the applicable warranty.
Speak with relevant staff.
12. CUSTOMER COOPERATION

Customers are expected to provide reasonable information required to investigate a complaint.

For example, OrderMania may ask the customer to:

Provide photographs.
Provide a video showing a product fault.
Confirm delivery details.
Provide a payment reference.
Make a product available for inspection.
Follow reasonable troubleshooting instructions.

OrderMania will not require information that is unnecessary for resolving the complaint.

13. INVESTIGATION OF PRODUCT COMPLAINTS

Where a complaint concerns a product, OrderMania may determine whether the issue relates to:

Manufacturing defect.
Delivery damage.
Incorrect product supplied.
Missing component.
Misdescription.
Customer misuse.
Accidental damage.
Normal wear and tear.
Installation error.
Warranty coverage.

The investigation will determine the appropriate remedy under the applicable policy and Kenyan law.

14. DELIVERY COMPLAINTS

Where a complaint concerns delivery, OrderMania may investigate:

Order dispatch time.
Courier collection.
Tracking records.
Delivery attempts.
Customer availability.
Delivery address.
Proof of delivery.
Courier communications.

Where the courier is responsible for part of the process, OrderMania may obtain information from the courier before reaching a final decision.

15. PAYMENT COMPLAINTS

Payment complaints may involve:

M-Pesa.
Card payments.
Bank payments.
Payment gateways.
Refund transactions.
Duplicate payments.
Incorrect payment amounts.

OrderMania may verify transactions with the relevant payment provider.

Customers should never provide their:

M-Pesa PIN.
Card PIN.
Password.
One-time authentication code.

OrderMania will never require these credentials to investigate a complaint.

16. REFUND COMPLAINTS

Complaints concerning refunds will be investigated together with the OrderMania Returns, Refunds & Exchanges Policy.

OrderMania may verify:

Whether the return was approved.
Whether the product was received.
Whether the refund was authorised.
The refund amount.
The payment method.
The date the refund was initiated.
Whether the payment provider completed processing.
17. WARRANTY COMPLAINTS

Complaints relating to warranties will be handled alongside the OrderMania Warranty & Product Guarantee Policy.

Where necessary, OrderMania may request technical inspection or manufacturer/supplier assessment.

18. COMPLAINTS ABOUT ORDERMANIA STAFF

Customers may complain about the conduct of any OrderMania employee, representative, agent or customer-service provider.

Examples include:

Rudeness.
Harassment.
Misleading communication.
Unprofessional conduct.
Unreasonable treatment.
Failure to follow OrderMania procedures.

Such complaints will be reviewed separately from the underlying transaction where appropriate.

19. SERIOUS COMPLAINTS

Certain complaints may be classified as high priority.

These may include complaints involving:

Personal safety.
Suspected fraud.
Unauthorised payments.
Serious product defects.
Dangerous products.
Threats or harassment.
Serious data-security incidents.
Potential regulatory breaches.

OrderMania may escalate these matters immediately to senior management or the appropriate responsible team.

20. RESPONSE TIME

OrderMania aims to provide a substantive response within 3 business days for straightforward complaints.

More complex complaints may take longer.

A complaint may require additional time where OrderMania needs to:

Inspect a product.
Obtain information from a supplier.
Obtain information from a courier.
Obtain information from a payment provider.
Conduct technical testing.
Investigate suspected fraud.
Review extensive records.

Where additional time is required, OrderMania will endeavour to inform the customer.

21. COMPLAINT RESOLUTION

Depending on the circumstances, OrderMania may resolve a complaint by:

Providing an explanation.
Correcting an order.
Replacing a product.
Repairing a product.
Offering an exchange.
Processing a refund.
Correcting a payment.
Re-delivering an order.
Providing a missing component.
Escalating a warranty claim.
Taking corrective action internally.
Providing another lawful and reasonable remedy.
22. CUSTOMER ACCEPTANCE OF RESOLUTION

Where OrderMania offers a proposed resolution, the customer may communicate whether they accept it.

Where the customer does not agree, the customer may request escalation under this policy.

23. ESCALATION

If a customer is dissatisfied with the initial response, they may request escalation.

The request should state:

Complaint reference.
Reason the initial response is disputed.
Any additional evidence.
The resolution the customer is seeking.

The complaint may then be reviewed by a more senior member of OrderMania management.

24. SECOND-LEVEL REVIEW

A second-level review may consider:

Original complaint.
Initial investigation.
Evidence submitted.
Applicable OrderMania policies.
Product information.
Customer communications.
Applicable legal requirements.

The reviewer may uphold, modify or overturn the original decision.

25. FINAL INTERNAL RESPONSE

Where possible, OrderMania will provide the customer with a final internal response explaining:

What was investigated.
What was established.
The decision reached.
The remedy offered, if any.
Any relevant next steps.

OrderMania will endeavour to make the explanation understandable rather than hiding behind legal jargon.

26. EXTERNAL COMPLAINTS

Nothing in this policy prevents a customer from exercising any right to make a complaint to a competent Kenyan authority, regulator, court or other lawful dispute-resolution body.

Where a matter falls within the jurisdiction of a relevant authority, OrderMania will cooperate as required by applicable law.

27. CONSUMER PROTECTION

OrderMania recognises that Kenyan consumers have statutory protections.

The Consumer Protection Act, 2012 provides consumer protections concerning goods and services and establishes remedies in specified circumstances.

Accordingly, OrderMania's internal complaints process is intended to provide a convenient first avenue for resolving problems. It is not intended to replace statutory consumer rights.

28. NO RETALIATION

OrderMania will not penalise a customer merely for making a genuine complaint.

Customers are entitled to raise legitimate concerns about products, services and transactions.

29. FALSE OR ABUSIVE COMPLAINTS

OrderMania expects complaints to be made honestly.

OrderMania may take reasonable action where a person deliberately:

Provides false information.
Submits fabricated evidence.
Makes repeated fraudulent claims.
Attempts to obtain multiple refunds.
Threatens staff to obtain an improper benefit.
Uses abusive or threatening communication.

A genuine complaint will not be considered abusive simply because the customer is dissatisfied or disagrees with OrderMania's decision.

30. ABUSIVE COMMUNICATION

OrderMania will tolerate strong criticism and legitimate frustration.

However, threats of violence, discriminatory abuse, harassment or other unlawful conduct may result in communication being restricted to written channels or other appropriate measures.

This will not prevent the customer from exercising legitimate legal or consumer rights.

31. RECORDING AND DOCUMENTATION OF COMPLAINTS

OrderMania may maintain records of complaints for purposes including:

Resolving the complaint.
Tracking recurring problems.
Improving services.
Training staff.
Preventing fraud.
Meeting legal or regulatory obligations.
Defending legitimate claims.
32. CUSTOMER PERSONAL INFORMATION

Information provided during a complaint may include personal information.

OrderMania may use such information only for legitimate purposes connected with:

Investigating the complaint.
Communicating with the customer.
Processing refunds.
Arranging returns.
Contacting suppliers or couriers.
Preventing fraud.
Meeting legal obligations.

Personal information will be handled in accordance with the OrderMania Privacy Policy and applicable Kenyan data-protection law.

33. THIRD-PARTY SERVICE PROVIDERS

A complaint may require OrderMania to communicate with third parties such as:

Courier companies.
Payment providers.
Suppliers.
Manufacturers.
CRM providers.
Customer-support systems.
Chatbot providers.

Information shared will be limited to what is reasonably necessary for the relevant purpose and handled in accordance with applicable privacy requirements.

34. COMPLAINTS INVOLVING PAYMENT PROVIDERS

Where a complaint concerns an external payment provider, OrderMania may investigate the matter but cannot guarantee the processing decisions or timelines of that third party.

OrderMania will nevertheless provide reasonable assistance in resolving the matter.

35. COMPLAINTS INVOLVING COURIERS

Where a complaint concerns an external courier, OrderMania may obtain delivery records and communicate with the courier.

The use of a third-party courier does not prevent the customer from raising the complaint with OrderMania.

36. PRODUCT SAFETY COMPLAINTS

If a customer believes a product is unsafe, the customer should immediately stop using it where continued use could create a risk.

The customer should contact OrderMania as soon as reasonably possible.

OrderMania may:

Arrange collection.
Request photographs.
Notify the supplier or manufacturer.
Investigate the incident.
Suspend further sales of the product where appropriate.
Initiate a product recall where necessary.
Take other reasonable safety measures.
37. FRAUD AND SUSPECTED CRIMINAL ACTIVITY

Where a complaint involves suspected:

Fraud.
Theft.
Payment fraud.
Identity theft.
Counterfeit products.
Unauthorised transactions.

OrderMania may investigate and, where appropriate, report the matter to the relevant authorities.

38. CONFIDENTIALITY

OrderMania will handle complaint information responsibly.

However, confidentiality cannot be guaranteed where disclosure is:

Required by law.
Required by a court or competent authority.
Necessary to investigate fraud.
Necessary to protect safety.
Necessary to enforce contractual rights.
Otherwise permitted by applicable law.
39. SERVICE RECOVERY

Where OrderMania is responsible for a genuine service failure, we may take reasonable corrective action.

Depending on the circumstances, this may include:

Re-delivery.
Replacement.
Refund.
Correction of charges.
Expedited resolution.
Other appropriate service recovery.

Any goodwill gesture is discretionary and does not automatically establish liability for future cases.

40. NO AUTOMATIC CASH COMPENSATION

Making a complaint does not automatically create an entitlement to monetary compensation.

Any refund, compensation, credit or other payment will depend on:

The circumstances.
Applicable OrderMania policies.
The applicable contract.
Applicable Kenyan law.
41. RECURRING COMPLAINTS

OrderMania will use complaint information to identify recurring issues.

For example, if multiple customers report:

"This product arrives damaged."

OrderMania should not simply process each complaint individually.

The business may investigate:

Supplier packaging.
Warehouse handling.
Courier handling.
Product quality.
Product listing accuracy.

This allows OrderMania to address the root cause.

42. COMPLAINT MANAGEMENT RECORDS

OrderMania may maintain internal records including:

Complaint date.
Customer/order reference.
Complaint category.
Evidence.
Investigation undertaken.
Outcome.
Resolution.
Escalation.
Lessons learned.

Records will be retained in accordance with OrderMania's record-management practices and applicable Kenyan law.

43. MANAGEMENT REVIEW

OrderMania may periodically review complaints to identify:

High-return products.
Problematic suppliers.
Delivery problems.
Payment issues.
Customer-service weaknesses.
Website problems.
Product-description errors.
Recurring warranty failures.

Complaint data should be treated as business intelligence, not just customer-service paperwork.

44. COMPLAINT PERFORMANCE TARGETS

OrderMania may internally monitor:

Number of complaints.
Complaints per 100 orders.
Average response time.
Average resolution time.
Percentage resolved at first contact.
Escalation rate.
Refund-related complaints.
Delivery-related complaints.
Product-defect complaints.
Repeat complaints.
Customer satisfaction after resolution.

These measurements may be used to improve OrderMania operations.

45. CUSTOMER FEEDBACK AFTER RESOLUTION

OrderMania may invite customers to provide feedback after a complaint has been resolved.

Feedback may be used to evaluate:

Quality of the resolution.
Customer-service experience.
Response speed.
Ease of the complaint process.
46. CHANGES TO THIS POLICY

OrderMania may update this policy to reflect:

Changes in Kenyan law.
Changes in business operations.
New communication channels.
Changes in payment systems.
Changes in delivery partners.
Improvements to customer-service procedures.

The latest version will be published on the OrderMania website.

47. GOVERNING LAW

This policy is governed by the laws of the Republic of Kenya.

It shall be interpreted consistently with applicable Kenyan:

Consumer protection laws.
Contract laws.
Sale of goods laws.
Data-protection laws.
Electronic-commerce laws.
Other applicable legislation.
48. RELATIONSHIP WITH OTHER ORDERMANIA POLICIES

This policy should be read together with:

OrderMania Terms & Conditions
OrderMania Privacy Policy
OrderMania Delivery Policy
OrderMania Returns, Refunds & Exchanges Policy
OrderMania Warranty & Product Guarantee Policy
OrderMania Payment & Pricing Policy

Where another OrderMania policy specifically governs the underlying issue, that policy will apply together with this Complaints Policy.

49. CONTACT ORDERMANIA

For complaints, customers may contact:

ORDERMANIA

WhatsApp: 0141894824

Phone: 0141894824

Email: info@ordermania.co.ke

Website: ordermania.co.ke

Physical Address: Greencourt business center, FF15, Latema road, Nairobi.

Customer Service Hours: 8.00 AM-5.00 PM.

50. FINAL COMMITMENT

OrderMania believes that a complaint is not merely a problem to be closed.

It is information about where the business is failing the customer.

We will therefore aim to handle complaints:

Fairly.
Promptly.
Respectfully.
Transparently.
Consistently.

Where OrderMania has made a mistake, we will seek to correct it.

Where a customer has a legitimate claim, we will seek to provide the appropriate remedy.

Where a complaint is not justified, we will explain why.

And where a problem reveals a weakness in our business, we will use the information to fix the underlying problem rather than simply deal with the next customer who encounters it.

© OrderMania. All Rights Reserved.

Effective Date: 2026