Buyer Protection on Komers.mu

Eligible purchases from verified retail vendors may qualify for Komers Buyer Protection. If your item doesn't arrive or is significantly different from its listing, we may review the case and work with both parties to help reach a fair outcome.

Important: Komers is a marketplace platform. We do not hold escrow, guarantee financial outcomes, or process refunds directly. Our role is to review claims and mediate between buyer and vendor.

What Buyer Protection covers

Applies to physical retail items from verified vendors, paid through an eligible Komers checkout flow.

• Item not received — you paid, but the item never arrived within the vendor's stated delivery window plus any reasonable extension.
• Item significantly not as described — wrong item sent, wrong model or colour where it materially affects the listing, damaged on arrival, missing accessories that were clearly listed.
• Order paid but vendor unresponsive — vendor fails to respond within 3 business days after a verified support request sent through Komers.

Coverage by category

• Retail goods — eligible: item not received + significantly not as described
• Car rental — governed by booking terms, deposit, and vehicle condition rules
• Boat tours & experiences — weather cancellations and safety decisions follow vendor policy
• Services — direct resolution required unless there is clear non-delivery
• Restaurant / food — very limited, contact vendor directly for order issues

What is not covered

• Buyer changes mind after purchase
• Minor differences in colour, texture, or packaging that don't affect the product itself
• Issues clearly disclosed in the listing before purchase
• Delays caused by buyer providing wrong or incomplete delivery address
• Custom or personalised items, unless damaged or wrong
• Services already fully delivered
• Booking no-shows
• Disputes opened more than 14 days after the expected delivery date
• Payments made off-platform (direct bank transfer, cash, private arrangement)

Evidence required

Claims without adequate evidence cannot be reviewed.

• Item not received — order number and proof of payment, screenshots of delivery promise (if given), messages with vendor about the order.
• Not as described — photos or video of the item received, photos of the packaging, side-by-side comparison with the original listing.
• Damaged on arrival — photos taken immediately on arrival, photos of damaged outer packaging, clear description of the damage and when it was found.

How the process works

1. Contact the vendor first — reach out directly through the vendor's store page or contact details. Most issues are resolved here.
2. Open a claim with Komers — if unresolved after 2 business days, open a claim through our support channel with your evidence.
3. Komers reviews — we review the evidence and may contact both parties. We aim to respond within 5 business days of receiving full evidence.
4. Outcome issued — possible outcomes: case resolved with vendor, refund facilitated, partial refund, or claim denied if unsupported by evidence.

Abuse and false claims

Komers may deny claims, limit access, or suspend accounts where there is evidence of false claims, chargeback abuse, item swapping, return fraud, or repeated bad-faith disputes. We take this seriously to protect honest vendors and buyers.

Need help with an order?

Contact us at hello@komers.mu and include your order number and a description of the issue.

Return Policy · Shipping & Delivery · Cancellations & Refunds