How paying at Central Mart works. This page explains the ways you can pay, what happens after you pay, and what to do if something goes wrong. It should be read together with our Terms & Conditions.
Contents
1.Ways to pay
| Method | When you pay | Order starts |
|---|---|---|
| M-PESA | At checkout, on your phone | After your payment is received |
| Cash on delivery | When your order arrives | As soon as you place it |
We do not accept cheques, and we do not take card payments at this time.
2.Prices and currency
All prices and payments are in Kenya shillings (KES). The total you pay is the price of your items plus the delivery fee, both shown at checkout before you confirm. We take the price from our system at the time you place the order, so a later price change does not affect an order you already placed.
3.Paying with M-PESA
- Choose M-PESA at checkout and enter the phone number you want to pay from.
- You will get a payment prompt on that phone showing the amount.
- Check that the amount matches your order, then enter your M-PESA PIN.
- You receive an M-PESA confirmation message, and your order page updates to Paid.
Pay from a Safaricom or Airtel number that is registered for mobile money and has enough balance. The prompt stays on your phone for a short time, so respond as soon as you see it.
We never ask for your M-PESA PIN by phone, SMS or email. You only ever enter it on the prompt on your own phone.
4.Paying cash on delivery
- Pay the delivery person in cash when you receive your order.
- Please have the exact amount ready if you can, because delivery staff may not always carry change.
- Check your items before you pay. See our rules for damaged or wrong items.
- We may ask for payment before we hand over the order, and we may refuse to leave it if payment is not made.
5.When your order is confirmed
An M-PESA order is confirmed once Safaricom tells us your payment went through and the amount is correct. After that we pack and deliver it. A cash order is confirmed when we accept it, and it is paid when the cash is collected at delivery.
You can check the progress of your order and its payment status from your account at any time.
6.If your payment fails
M-PESA payments can fail if the prompt times out, you cancel it, you enter the wrong PIN, or your balance is too low. When that happens your order stays unpaid and no money is taken.
- Open your order and choose to try the payment again, or
- place a new order, or choose cash on delivery.
If you were charged but your order still shows as unpaid, do not pay again. Contact us with your M-PESA receipt number and we will check it straight away.
7.If you pay the wrong amount
We compare the amount we receive with your order total. If the amount does not match, we put the order on hold and check it against our M-PESA records before delivering anything.
- You paid too little: we will contact you to pay the balance, or cancel the order and refund what you paid.
- You paid too much: we will refund the extra amount to the number you paid from.
8.Cancelled orders and refunds
If we cancel an order you already paid for, or if you cancel it before it has been packed, we will refund the full amount you paid.
- M-PESA refunds go back to the phone number you paid from.
- We aim to complete refunds within 3 to 7 working days of the order being cancelled.
- For a cash order that was cancelled before delivery, you owe nothing.
- Once you have accepted a correct delivery, we cannot refund it. Items that arrive wrong or damaged are replaced or refunded as set out in our Terms & Conditions.
Safaricom may charge its own fees on some transactions. We do not control those fees.
9.Receipts and records
Your M-PESA confirmation message is your proof of payment. Every order also has an order number, and we record the M-PESA receipt number against it. Please keep both until your order has been delivered, because they help us find your payment quickly if you ever need help.
10.Staying safe
- We do not store your M-PESA PIN or any card details.
- Only pay through the prompt that appears after you place an order on our website. Do not send money to a personal number because someone asked you to, even if they say they work for us.
- Make sure the amount on the prompt matches your order before you enter your PIN.
- If you think someone has used your account or your phone to pay, contact us immediately.
11.Payment problems and contact
If you have a payment problem, please have your order number and M-PESA receipt number ready, then reach us through our contact page or on +254 700 000 000. We will look into it and reply as quickly as we can.