Refund & Returns Policy

1. Overview

At PartsZote, we are committed to ensuring that every customer receives the right parts for their vehicle. We understand that automotive parts purchases sometimes require returns—whether due to a compatibility issue, a defect, or a change of mind. This Refund & Returns Policy outlines the conditions, processes, and timelines for returning Products and receiving refunds.

This policy applies to all Products purchased through the PartsZote platform (www.partszote.com). All returns and refunds are handled exclusively by PartsZote. You will never need to contact any third-party supplier—PartsZote manages every aspect of the returns process on your behalf.

This policy is subject to and should be read in conjunction with our Terms & Conditions. Your statutory rights under the Consumer Protection Act, 2012 of Kenya are not affected by this policy.

2. Return Eligibility

You may request a return of most Products within fourteen (14) calendar days from the date of delivery, subject to the following conditions:

• The Product must be in its original condition, with all original packaging, labels, tags, and protective materials intact. You may open the packaging to inspect the Product and verify its part number and description, but the Product itself must not show signs of installation, use, mounting, or test-fitting.
• Products with grease marks, tool marks, scratches, or signs of handling beyond initial inspection are not eligible for return.
• The Product must be the same item that was delivered—no substitutions are accepted.
• You must have proof of purchase (order confirmation email, SMS, or Order number).
• The return must be authorised by PartsZote through our Return Merchandise Authorisation (RMA) process as described in Section 4 below.

Products returned outside the 14-day window or not meeting the above conditions may be declined, and the Product will be returned to you at your cost.

3. Non-Returnable Items

The following categories of Products are not eligible for return under this policy, except where the Product is defective or the wrong item was shipped:

• Electrical and electronic parts that have been installed, connected, or powered on (including but not limited to sensors, control modules, ignition coils, alternators, and starter motors).
• Cut-to-length items such as hoses, belts, wiring harnesses, or cables that have been cut or modified to specific measurements.
• Special-order items that were sourced or ordered specifically for the Buyer and are not part of PartsZote's standard catalogue inventory.
• Clearance and final-sale items that are expressly marked as "Final Sale" or "Non-Returnable" on the Product page at the time of purchase.
• Hazardous materials such as batteries (if applicable), fluids, chemicals, or adhesives that have been opened or partially used.
• Bundled or kit items where one or more components of the kit have been installed or used, unless the entire kit is returned in its original condition.

4. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact PartsZote Support: Email us at support@partszote.com or call +254 111 044 400 during business hours (Monday–Friday, 8:00 AM – 6:00 PM EAT; Saturday, 9:00 AM – 1:00 PM EAT). Provide your Order number, the Product(s) you wish to return, and the reason for the return.
2. Receive Your RMA Number: Our support team will review your request and, if eligible, issue a Return Merchandise Authorisation (RMA) number within one (1) business day. You will also receive instructions on how and where to ship the return.
3. Pack the Product: Carefully pack the Product in its original packaging. If the original packaging is not available, use appropriate packaging to prevent damage during transit. Write the RMA number clearly on the outside of the package.
4. Ship the Return: Ship the Product to the address provided in the RMA instructions. Depending on the reason for the return, PartsZote may provide a prepaid return shipping label (see Section 5).

5. Return Shipping

Who bears the cost of return shipping depends on the reason for the return:

• Defective, damaged, or wrong item: If the Product is defective, arrives damaged, or is not the item you ordered, PartsZote will provide a prepaid return shipping label or arrange for a pickup at no cost to you. All return shipping costs in these cases are borne by PartsZote.
• Change of mind or incorrect ordering: If you are returning a Product because you no longer need it, ordered the wrong part, or simply changed your mind, you are responsible for the return shipping costs. We recommend using a trackable shipping method, as PartsZote is not responsible for returns lost in transit.

For Nairobi-based customers returning defective or wrong items, PartsZote may arrange a free pickup from your location, subject to availability.

6. Inspection & Processing

Once your returned Product is received at our facility, our quality team will inspect it within three to five (3–5) business days. The inspection will verify that:

• The Product matches the item associated with the RMA number.
• The Product is in the condition described in your return request.
• The Product has not been installed, used, or tampered with (for change-of-mind returns).

If the inspection confirms that the return meets our eligibility criteria, we will process your refund or exchange. If the Product does not meet the return conditions, we will contact you to discuss options, which may include returning the Product to you at your expense.

7. Refund Methods

Approved refunds will be credited to your original payment method:

• M-Pesa: Refunds to M-Pesa are typically processed within 24–48 hours of refund approval. The refund will be sent to the M-Pesa number used for the original transaction. You will receive an M-Pesa confirmation message once the refund is completed.
• Visa / Mastercard: Card refunds are typically processed within 5–10 business days of refund approval, depending on your card issuer. The refund will appear on your card statement as a credit from PartsZote. Please note that your bank may take additional time to reflect the refund on your statement.

Refund amounts will include the Product price paid. Original shipping charges are refundable only if the return is due to a PartsZote error (wrong item shipped) or a defective Product. For change-of-mind returns, original shipping charges are non-refundable.

8. Exchanges

If you would prefer to exchange a Product rather than receive a refund, please indicate this when contacting support to initiate your return. Exchanges are subject to the following:

• The replacement Product must be available in stock at the time of the exchange request.
• If the replacement Product is priced higher than the original, you will be required to pay the difference before the replacement is dispatched.
• If the replacement Product is priced lower than the original, the difference will be refunded to your original payment method.
• Exchanges follow the same return and inspection process as refunds. The replacement Product will be dispatched once the original item has been received and inspected.

If the desired replacement is out of stock, PartsZote will offer a full refund or the option to wait for the item to become available, at your discretion.

9. Defective or Wrong Parts

If you receive a Product that is defective, damaged in transit, or not the item you ordered, PartsZote will prioritise resolving the issue promptly:

• Immediate replacement: Where stock is available, PartsZote will dispatch a replacement Product as soon as possible, often before we receive the returned item. You will be provided with a prepaid return label for the incorrect or defective Product.
• Full refund: If a replacement is not available or you prefer a refund, PartsZote will issue a full refund, including any shipping charges you paid on the original Order.
• Reporting timeline: Defective or wrong-item claims should be reported as soon as reasonably practicable, and ideally within seven (7) calendar days of delivery, to enable prompt investigation. However, this timeline does not limit your statutory rights under the Consumer Protection Act, 2012 or the Sale of Goods Act (Cap 31), which provide for remedies for defective goods beyond this period. Please include photographs of the Product, the packaging, and the shipping label to help us process your claim quickly.

10. Warranty Claims

Warranty claims are separate from the standard 14-day return process. Many Products sold on PartsZote carry a manufacturer's warranty that may extend beyond the return window.

To make a warranty claim:

1. Contact PartsZote support at support@partszote.com with your Order number and a description of the issue.
2. PartsZote will assess whether the issue falls under the manufacturer's warranty terms.
3. If the warranty applies, PartsZote will coordinate the repair, replacement, or refund on your behalf. You will not need to contact the manufacturer or any third-party supplier directly.

Warranty periods and coverage vary by Product and manufacturer. Warranty information, where available, is included on the Product page. Warranty claims for defects arising from improper installation, misuse, or normal wear and tear will not be honoured.

11. Contact for Returns

For all return and refund enquiries, please contact us:

• Email: support@partszote.com
• Phone: +254 111 044 400
• Business hours: Monday–Friday, 8:00 AM – 6:00 PM EAT; Saturday, 9:00 AM – 1:00 PM EAT

Please have your Order number ready when contacting us. Our support team aims to respond to all return requests within one (1) business day.