Car Parts Returns and Warranty: What Our Policy Means in Practice

Partsultan parts desk · 2026-10-24

The short version

Policies are written in legal language. This page explains ours in plain words, with examples. The full text is on our returns page, https://partsultan.com/returns, and our warranty page, https://partsultan.com/warranty. If this guide ever disagrees with those pages, the policy pages apply. - You have 14 days from delivery to request a return. - If the part does not fit your car, the return is free. We pay the courier. - If a part arrives damaged, tell us within 24 hours, with photos. - Refunds go back by M-Pesa to the phone number on the order, usually within 3 to 5 business days of us receiving the part. - Installed used parts can only be returned if they are defective.

Avoid the return in the first place

The best return is the one you never need. Most wrong parts come from ordering by model name only. Before you order, send us your chassis number or model code, the year of manufacture and the side. For used parts, ask for photos of the exact unit. Our guide explains where to find these numbers: https://partsultan.com/blog/find-right-car-part-chassis-code-oem-number When the part arrives, compare it with the old one before your mechanic fits it. Same shape, same mounting points, same plug.

The 14-day window

The 14 days start on the delivery date, not the order date. The part must be in its original condition, with its packaging and tags. Example: you order a side mirror on a Monday and it is delivered on Wednesday. You have 14 days from that Wednesday to request a return.

Wrong fit: free return

We call this our fits-guarantee. If the part does not fit your chassis, we cover the return courier. That applies even if the wrong code was ordered. Example: you order a headlight for an Axio, and it turns out your car is a different generation from the one you selected. Request a return with the reason "Wrong part / does not fit my chassis". We arrange the pickup at our cost and help you find the right part.

Damaged in transit

If a part arrives broken, photograph the package and the damage before you throw anything away. WhatsApp us within 24 hours of delivery. We replace it at our cost.

Changed your mind

You can choose "Changed my mind" as a return reason on your order. The part must be unused and in its original packaging, within the 14 days. You pay the return courier, or bring the part to the shop. There is no restocking fee, and the part price is refunded in full.

What cannot be returned

Some parts cannot be returned unless they are faulty: - Used parts that have been installed. Inspect them before fitting. - Electrical parts that have been installed and tested, such as sensors and modules. - Body panels that have been custom-painted. - Special-order items shipped from overseas. Example: you buy an ex-Japan bumper, have it painted and then decide you prefer a different style. That bumper cannot be returned. Check it carefully before it goes to the paint shop.

How to start a return

1. Log in and go to Account, then Orders. 2. Open the delivered order and choose Return. 3. Pick the item and the reason: wrong part, damaged in transit, different from listing photos, defective, changed my mind, or other. 4. Add notes that help us sort it out fast, such as your chassis code or what you actually received. We respond within 24 hours with pickup instructions. If you are stuck, WhatsApp +254 791 371 515 with your order number.

Refunds

Approved refunds are sent by M-Pesa to the phone number on the order, typically within 3 to 5 business days of us receiving the returned part. If a delivery fails and the courier brings the parcel back to us, the refund is made within 24 hours of it arriving.

Warranty: how long parts are covered

A return is about the first 14 days. A warranty covers faults. Our published warranty policy sets these terms, counted from delivery or collection: - Used parts, including ex-Japan: 7 days. The part must work as described, with no crack or damage that the listing, photos or grade did not show. Marks the grade or photos show are not a fault. - New genuine and OEM parts: the manufacturer's warranty against defects in materials and workmanship. We handle the claim with the supplier for you. - New aftermarket parts: 3 months against defects in materials and workmanship. Each product page states which of these applies to that part.

Making a warranty claim

Photograph the problem and WhatsApp us with your order number. We arrange a courier pickup and decide on a replacement or refund within 5 business days of receiving the part. Warranty does not cover damage from wrong installation, misuse, accidents, modification or normal wear. Our maximum liability is the price of the part. We do not cover labour, towing or other costs. Keep your mechanic's receipt, because it helps show the part was fitted correctly.

Frequently asked questions

Do I pay to return a part that does not fit? No. Wrong-fit returns are free. We pay the courier. Is brake-pad wear covered by warranty? No. Pads, shoes and wiper blades wear out with use. Warranty covers defects, not normal wear. I bought at the counter, not online. Am I covered? Yes. Counter sales get the same 14-day returns and the same warranty. Keep the eTIMS receipt you were given; it is your proof of purchase. How do I get my money back? By M-Pesa, to the phone number on the order.

How to order from Partsultan

Search partsultan.com or WhatsApp +254 791 371 515 with your chassis number and the part you need. We confirm the match and the price before you pay. Pay by M-Pesa at checkout. We deliver the same day within Nairobi for orders before 2pm and send countrywide by courier. You can also collect from our shop in Industrial Area, Nairobi, Monday to Saturday, 8am to 7pm.