What are the conditions for returning an item?
Requirement for a Valid Procedure
- Proof of purchase (order number, payment reference number, invoice, etc)
- Reason for return has to be valid and return acceptance conditions met (check out below)
- Return method
- Refund method that you would like and the necessary information associated (a registered mpesa mobile number, bank account number, etc.)
- Return form returned with the product
Should there be any item damaged due to our transportation, please contact our customer service within 24 hours for claim purposes.
Once your product is retrieved we will perform a quality check.
If the quality check is successful, we will refund you according to your requested refund method. This will happen within 10 days starting from when your return request was submitted.
Note that if the quality check is unsuccessful, you will not be refunded and you’ll be sent back your product.
How much time do I have to return a product to Autoparts.co.ke?
All items sold on the platform, under certain conditions, can be returned within a period of 5 days from delivery date.
Example: If I received my product on Monday 5th, I have until the following Saturday 9th by @.00 pm (because Sunday the 10th is not a working day) to contact Customer Service.
NOTE: You have 5 days to notify us of your return online or by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 5 days to return your product. After this period, we do not accept returns.
How do I send my product to Autoparts.co.ke?
We will arrange a pick-up at your convenience within 48 hours after you submit the return request.
Note that for pick-up, we will make 2 scheduled attempts.
However, after 2 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore.
How do I track my return status?
We will keep you updated by email and SMS about the status of your return. If any question please do not hesitate to call our customer service at firstname.lastname@example.org or 0700 031 732
Is my product under warranty?
For New Car Parts & Tyres, merchandise covered by a manufacturer’s warranty is sold with the warranty by the manufacturer extended to the purchasers. The manufacturer’s warranty shall be the exclusive remedy for any such product defect or failure. Please refer to the manufacturer’s instructions to ensure that you can take advantage of your product’s warranty. Some manufacturers require that you register your product to activate its warranty. We specifically disclaim any other express or implied warranties for products covered by a manufacturer’s warranties.
For Batteries, we as Autoparts.co.ke give 24 months
No warranties extended to Aftermarket Car Parts
I received something I didn’t order. What now?
Sorry, Please always if possible on your side, verify the item delivered when given by the delivery agent. And reject if not matching your order. In case you accepted it from the delivery agent, you can still return it within 5 days.
Do I have to return all products in my order?
No, you do not have to return your entire order. You can return certain product(s).
Can I return my items after the timeline to return has expired?
Sorry, returns are not possible after the 5 days return period. You can reach out to our team for further questions at email@example.com If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service centre of the brand.
What should I do if I want to exchange a product and it is either sold out or not available?
You will have to return your product, within the 5 days after the delivery, and place a new order when it becomes available again. Please do not hesitate to contact our Customer Service Centre at 0700 031 732 or email us on firstname.lastname@example.org who will offer the closest available substitute of the product to you.
If I request for a replacement, when will I get it?
It will take between 5 and 13 days to send you the replacement depending on your product and location. Please refer to the product page on www.autoparts.co.ke for further information about delivery time.
Do I have to pay for shipping charges when I return a product?
There are no charges for shipping a product back to Autoparts.co.ke
The timelines quoted are business days – Monday to Saturday only, weekends and public holidays are NOT included. They vary depending on the delivery option chosen:
- Door Delivery:Delivery time starts from the day you place your order to the day one of our delivery associates make a first attempt to deliver to you. Delivery will be attempted between 9.00 am to 4.30pm Mondays to Fridays and 9.00 am to 1.30pm on Saturdays.
- Pick Up Station:Delivery time starts from the day you place your order to when you receive the first SMS to pick up your order from our pickup station.
For same day delivery within Nairobi, orders must be placed before 2 pm.
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