Return & Refund Policy

Summary

We want you to be happy with your purchase. If something is wrong with your order, tell us quickly and we will put it right. Most returns must be requested within 2 days of delivery or pickup, and items must be unused and in their original packaging.

1. Returns for change of mind or wrong part ordered

You can request a return within 2 days of receiving your order if:

• the item is unused, uninstalled and in resale condition;
• it is in its original, unopened packaging with all seals, labels and part numbers intact;
• you have your order number or proof of purchase.

Because we cannot resell fitted or opened parts, an item that has been installed on a vehicle, used, or has damaged or opened packaging cannot be returned.

If you ordered the wrong part, you are responsible for the cost of sending it back . We do not charge a restocking fee (confirm).

2. Items we cannot take back

• Parts that have been fitted, used or run
• Items with opened seals, missing packaging or damaged boxes
• Special orders and parts we ordered specifically for you (unless faulty or wrong)
• Electrical and electronic parts that have been plugged in or installed, unless faulty
• Fluids and consumables once opened
• Items returned after the 2-day period, unless covered by section 3 or our warranty

3. Wrong, damaged or faulty items

If we sent the wrong item, or the item arrived damaged or faulty, we will replace it or refund you, and we will cover the return cost.

• Wrong or damaged on delivery: tell us within 24 hours of delivery, with photos of the item, the packaging and the delivery label.
• Faulty or defective part: tell us within 2 days of delivery. Parts that fail later are handled under the manufacturer warranty described in our Terms of Service.
• We may ask for the part to be inspected, or for evidence of correct installation, before approving a faulty-part claim.

4. How to request a return

1. Contact us before sending anything back, on WhatsApp or phone at 0786 888 111, or by email at orders@autostore.co.ke.
2. Give your order number, the part name and number, your vehicle (make, model, year) and the reason for the return. For wrong, damaged or faulty items, add clear photos.
3. We will confirm whether the return is approved and tell you how and where to send or bring the item.
4. Return the item in its original packaging, together with your order number. Items sent back without approval may be refused.

You can also bring approved returns to our shop at Nairobi CBD, Nairobi, during opening hours.

5. Inspection

When we receive the item, we check that it matches the return reason and the conditions in this policy. We will tell you the result within 2 business days of receiving it.

6. Refunds

• Approved refunds are paid to the original payment method, or by M-Pesa to the number used for the order .
• Refunds are issued within 5 business days of approval. Your bank or mobile provider may take extra time to show the money.
• We refund the item price. Original delivery fees are refunded only when the return is due to our error (wrong, damaged or faulty item).
• If the item is not returned in a refundable condition, we may refuse the refund or deduct a reasonable amount for loss in value.

7. Exchanges

If you would like a different part instead of a refund, we will exchange it where the returned item meets the conditions above. If the new part costs more, you pay the difference. If it costs less, we refund the difference.

8. Cancelling an order

• Before dispatch: contact us as soon as possible. We will cancel it and refund you in full.
• After dispatch: the order follows the return process above.

9. Fitment help

Most returns happen because a part does not fit. Before you order, message or call us with your car model, year and chassis (VIN) number, and we will confirm the right part. Where we confirmed fitment for your vehicle and the part does not fit, we will exchange it or refund you in full.

10. Reseller and trade orders

Reseller orders follow this policy, with returns requested within 2 days of delivery (confirm). Credit notes may be issued instead of refunds for approved credit accounts.

11. Your legal rights

This policy does not limit your rights under the Consumer Protection Act, 2012 of Kenya.

12. Contact us

Autostore EA , Nairobi, Kenya Phone and WhatsApp: 0786 888 111 Email: orders@autostore.co.ke