Last updated: September 2026

At PartsZone Kenya, we want you to receive the correct products in good condition. This Returns & Refund Policy explains when products can be returned and how refunds or replacements are handled.

1. Eligibility for Returns

A product may be returned if:

The wrong product was supplied by PartsZone Kenya.
The product arrives damaged or defective.
The product is materially different from the product described or ordered.
PartsZone Kenya specifically approves the return before the item is sent back.

Customers should contact us as soon as possible after receiving an order if there is a problem.

For damaged, defective, or incorrect items, please notify us within 48 hours of delivery and provide photographs or other relevant evidence where applicable.

2. Incorrectly Ordered Products

Customers are responsible for confirming that a product is compatible with their vehicle before placing an order.

Where a customer orders the wrong part, model, year, side, specification, or quantity, the return will only be accepted if PartsZone Kenya agrees to the return.

The product must be:

Unused
Uninstalled
In its original condition
Complete with its original packaging, where applicable
Free from damage, modification, marks, or signs of installation

Electrical and electronic products may be subject to additional inspection before a return or replacement is approved.

3. Products That Have Been Installed

PartsZone Kenya generally does not accept returns for products that have already been installed or used, unless the product is confirmed to be defective or PartsZone Kenya supplied the wrong product.

Customers should therefore verify the part, model, specification, and compatibility before installation.

Where possible, customers should test or inspect a product before installation.

4. Damaged or Defective Products

If a product arrives damaged or appears to be defective, contact PartsZone Kenya as soon as possible.

We may request:

Photos of the product
Photos of the packaging
Order details
Vehicle information
A description or video showing the issue

After inspection, PartsZone Kenya may offer a replacement, repair, store credit, or refund, depending on the circumstances and availability of the product.

5. Wrong Product Supplied

If PartsZone Kenya sends an incorrect product, contact us within 48 hours of delivery.

After verification, we may arrange for the incorrect product to be returned and provide the correct product where available.

Where the error is confirmed to have been made by PartsZone Kenya, we will cover the reasonable return/delivery costs associated with correcting the error.

6. Refunds

Where a refund is approved, the amount refunded will normally relate to the eligible product.

Original delivery charges may not be refundable where the return is due to a customer’s change of mind, incorrect ordering, or failure to confirm product compatibility.

Refund processing times may vary depending on the payment method used.

7. Exchange or Replacement

Where a suitable replacement is available, PartsZone Kenya may offer an exchange instead of a refund.

Replacement availability depends on stock.

If the original product is unavailable, we may offer an alternative product, store credit, or refund where appropriate.

8. Return Shipping

Where the return is caused by an error by PartsZone Kenya, such as sending the wrong product, PartsZone Kenya will arrange or cover the reasonable return shipping cost.

Where the return is caused by the customer’s incorrect selection, change of mind, or failure to confirm compatibility, the customer may be responsible for return delivery costs.

9. Special-Order and Non-Standard Products

Products specially ordered or sourced at a customer’s request may not be eligible for return unless they are defective, damaged, or incorrectly supplied by PartsZone Kenya.

The return conditions for such products will be communicated to the customer before the order is confirmed where applicable.

10. Vehicle Compatibility

Customers are responsible for providing accurate vehicle information when ordering.

Depending on the product, this may include:

Vehicle make
Model
Year
Chassis/model code
Engine type
Side of the vehicle
Part number
Other relevant specifications

If you are unsure whether a part fits your vehicle, contact PartsZone Kenya before placing the order.

We may assist with compatibility checks, but the final responsibility for confirming compatibility before installation remains with the customer.

11. How to Request a Return

To request a return, contact PartsZone Kenya with:

Order number:
Customer name:
Phone number:
Product:
Reason for return:
Photos/videos where applicable:

Do not send a product back without first contacting us and receiving return instructions.

12. Inspection of Returned Products

All returned products may be inspected before a refund, replacement, or exchange is approved.

If an inspection determines that the product was damaged, modified, installed, or used contrary to this policy, the return may be rejected.

13. Cancellation

Customers should contact PartsZone Kenya as soon as possible if they wish to cancel an order.

An order that has already been dispatched may no longer be cancellable and may instead be handled under the applicable return procedure.

14. Changes to This Policy

PartsZone Kenya may update this Returns & Refund Policy from time to time.

The latest version will be published on this page and will apply to orders subject to the terms communicated at the time of purchase.

15. Contact PartsZone Kenya

PartsZone Kenya
Rabai Road, Kiambio Stage, Nairobi, Kenya

Phone: 0720 858365 / 0722 431775
Website: partszonekenya.com

For return or product-compatibility enquiries, please contact us before sending any product back.