REFUND AND RETURNS POLICY

Zabeel Cars and Accessories LLC – Nairobi, Kenya

At Zabeel Cars and Accessories LLC, we stand by the quality of our products and services. This policy explains your rights and our commitments regarding returns, exchanges, and refunds for purchases made online, via phone/WhatsApp, or in person at our Nairobi workshop.

1. Returns & Exchanges – Spare Parts & Accessories

✅ Eligible for Return/Exchange (Within 7 Days):

  • Unused, uninstalled items in original packaging with tags intact
  • Accompanied by a valid receipt or proof of purchase (e.g., M-Pesa confirmation, invoice)
  • Genuine defects confirmed by our technician

❌ Non-Returnable Items:

  • Installed parts (e.g., batteries, bulbs, fuses, filters)
  • Custom-ordered or special-request items
  • Electrical components once wiring has been cut or modified
  • Items damaged due to misuse, improper installation, or accidents

🔄 Exchange Process:

  1. Contact us within 7 days of purchase at +254 745 166 666
  2. Provide your order details and reason for return
  3. Return the item to our Nairobi workshop for inspection
  4. If approved, we’ll issue a store credit or exchange for the same or equivalent item

Note: We do not offer cash refunds for change-of-mind returns — only exchanges or store credit.

2. Warranty Claims (Not Standard Returns)

If a part fails due to manufacturing defect within the warranty period:

  • Genuine/OEM parts: Covered by manufacturer warranty (typically 6–12 months)
  • Aftermarket parts: 30-day limited warranty

To claim:

  • Present proof of purchase
  • Allow our technician to inspect the item
  • If validated, we’ll repair, replace, or issue store credit — at our discretion

3. Service-Based Repairs (Mechanical, Electrical, Installation)

  • No refunds are issued for completed services, as they are custom and labor-intensive.
  • However, all repairs include a 30-day warranty on labor.
  • If the same issue reoccurs within 30 days due to our workmanship, we’ll re-perform the service free of charge.
  • Diagnostic fees are non-refundable but deducted from the repair cost if you proceed with the fix.

4. Emergency & Mobile Services

  • Call-out fees for mobile visits are non-refundable but waived if a repair or part replacement is performed.
  • No refunds for services rendered, even if the vehicle requires additional (unrelated) repairs later.

5. How to Request a Return or Refund

  1. Contact us first before returning any item:
    📞 Call/WhatsApp: +254 745 166 666

  2. Provide:
    • Your name & contact number
    • Invoice/order number
    • Reason for return
    • Photos (if applicable)
     
  3. Visit our workshop at:
    [Insert Your Full Nairobi Address]
    (By appointment only for returns)

6. Processing Time

  • Approved exchanges or store credits are processed within 3 business days of receiving and inspecting the item.
  • Warranty replacements depend on part availability (usually 1–5 days).

7. Questions or Complaints?

We’re committed to fair resolution. If you’re unsatisfied:

  • Speak to our manager at +254 745 166 666
  • Visit us in person at our Nairobi workshop

You also have the right to file a complaint with the Competition Authority of Kenya (CAK) under the Consumer Protection Act.

ℹ️ Policy Compliance:
This Refund and Returns Policy complies with the Consumer Protection Act, No. 46 of 2012 (Kenya) and is designed to ensure fairness, transparency, and quality service for all our customers in Nairobi and beyond.

Zabeel Cars and Accessories LLC
📍 [Your Full Physical Address, Nairobi]
📞 +254 745 166 666
🌐 www.zabeel.ke
🕒 Workshop Hours: Mon–Sat, 9:00 AM – 7:00 PM | Emergency Service: 24/7