Returns & Refunds Policy

1. Introduction

At SamTech Auto Parts, we want you to have a positive experience every time you shop with us.

Occasionally, you may need to return an item you have purchased. This Returns & Refunds Policy explains the conditions under which we accept returns and issue refunds for products purchased from SamTech Auto Parts.

It also explains circumstances where returns or refunds may not be accepted.

2. Return Period and Conditions

Subject to the conditions in this policy, customers may request a return within 14 days of receiving their order.

We do not normally accept returns after the 14-day return period has expired, except where applicable under a product warranty or applicable consumer protection requirements.

Change of Mind

Returns due solely to a change of mind may be accepted where the product is unused, undamaged and in its original condition and packaging. Certain automotive products may not be eligible for a change-of-mind return once they have been installed, fitted, used or altered.

3. Condition of Returned Products

Returned products should be in the same condition in which they were received.

Where applicable, products must:

• Be unused or only reasonably tested where necessary to establish a defect.
• Include the original packaging.
• Include all accessories, parts, manuals and other items supplied with the product.
• Not have been damaged through improper installation, misuse or modification.
• Not show unnecessary signs of wear or damage caused after delivery.

For vehicle-specific products, customers are encouraged to confirm the vehicle make, model and other relevant specifications before ordering.

4. Products That Cannot Be Returned

We may not accept returns for:

1. Products damaged after delivery through misuse, improper installation or modification.
2. Products substantially used, altered or installed where the issue is not a manufacturing defect.
3. Customised or specially prepared products made according to a customer's specific requirements.
4. Products no longer in a resalable condition due to the customer's actions.
5. Items returned after the applicable return period, unless covered by a valid warranty or applicable law.

This does not affect a customer's rights where an item is defective, damaged, incorrect or materially different from what was ordered.

5. Vehicle Fitment and Compatibility

For vehicle-specific products, customers are responsible for providing accurate vehicle information when placing an order.

Where SamTech Auto Parts confirms compatibility based on the information provided by the customer and the product is subsequently found to be incompatible because incorrect vehicle information was supplied, the return may be subject to our return conditions.

If SamTech Auto Parts supplies the wrong product or confirms an incorrect fitment, we will assist the customer with the appropriate return or replacement process.

6. Returning a Product

To request a return, contact SamTech Auto Parts through our available customer support channels and provide:

• Order number or proof of purchase.
• Product name.
• Reason for the return.
• Photos or videos where the product is damaged, defective or incorrect.
• Any other information reasonably required to assess the request.

Customers should not send products back before receiving return instructions from SamTech Auto Parts.

Returned products remain the customer's responsibility until they are received by SamTech Auto Parts or the designated return point.

7. Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective or different from what you ordered, please contact us as soon as possible.

We may request photographs or videos showing the product, packaging and issue so that we can assess the return request.

Where the issue is confirmed to be the responsibility of SamTech Auto Parts, we will provide an appropriate resolution, which may include:

• Replacement of the product.
• Repair where applicable.
• Refund of the purchase price.
• Another appropriate solution agreed with the customer.

8. Refunds

Once a return has been approved and the product has been received and inspected where necessary, SamTech Auto Parts will process the applicable refund.

Refunds will normally cover the amount paid for the returned product.

Where an item was supplied incorrectly, damaged or defective due to an issue attributable to SamTech Auto Parts, we will also address the applicable delivery or return costs.

Where a return is requested for reasons such as change of mind, the original delivery charge may not be refundable. The available refund method may depend on the original payment method and circumstances of the order.

9. Inspection of Returned Products

Returned products may be inspected before a refund or other resolution is approved.

If inspection determines that the return does not meet the conditions of this policy, the return or refund request may be rejected. Where a return is rejected, SamTech Auto Parts will communicate the reason to the customer and advise on the available next steps.

10. Exchanges

We do not guarantee direct exchanges for different products, colours, sizes or models. Where appropriate, a customer may be required to return the original product and place a new order for the desired product.

11. Warranty

Some products may be covered by a manufacturer's or seller's warranty.

Where a product has a specific warranty, the applicable warranty terms may apply in addition to this Returns & Refunds Policy. Warranty claims may be subject to separate conditions relating to installation, usage and the warranty period.

12. Delivery and Collection

Customers may collect orders from our location on Kirinyaga Road, Nairobi, or request delivery where available.

For Nairobi deliveries, we may arrange delivery through available riders, with payment on delivery where this option is offered.

For deliveries outside Nairobi, courier arrangements may be confirmed before payment and dispatch.

Delivery and return charges may vary depending on the location, courier or delivery method used.