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RETURN & REFUND POLICY

Last Updated: 15 September 2026

Thank you for shopping with UrbanSpares.co.ke. We are committed to providing genuine, quality automotive products and reliable customer service.

This Return & Refund Policy explains when products purchased from www.urbanspares.co.ke may be returned, exchanged or refunded.

By placing an order with UrbanSpares, you agree to the terms outlined below.

1. ELIGIBILITY FOR RETURNS

A product may be eligible for return or exchange if:

The wrong product was delivered due to an error on our part.
The product received is defective or faulty upon delivery.
The product is materially different from the product ordered.
The product was damaged before or during delivery.
The product is otherwise eligible for return under applicable Kenyan law.

Customers should inspect products as soon as possible after delivery and notify us promptly if there is a problem.

2. RETURN PERIOD

Customers should notify UrbanSpares of any return request within 7 days of receiving the product, unless a different period is required by applicable law or is specifically stated for a particular product.

For products that develop a fault after installation or use, the applicable manufacturer’s warranty may apply instead of the standard return period.

3. CONDITION OF RETURNED PRODUCTS

To qualify for a return, products should generally:

Be in their original condition.
Not have been unnecessarily used, installed or modified.
Include original packaging, accessories, manuals and other supplied items where applicable.
Not show damage caused by misuse, improper installation or alteration.
Be accompanied by proof of purchase or sufficient order information.

Certain products may be subject to additional return conditions because of their nature.

4. CAR BATTERIES

Because car batteries are vehicle-specific products, customers are encouraged to confirm the correct battery specification before placing an order.

Where possible, customers should provide:

Vehicle make and model
Year of manufacture
Engine size
Current battery specifications
Battery dimensions
Terminal configuration
Any other relevant vehicle information

A battery that has been incorrectly selected by the customer may not qualify for a return after installation, use, charging or modification.

If UrbanSpares supplied the wrong battery based on the vehicle information provided by the customer, we will assess the issue and, where appropriate, arrange an exchange or refund.

Battery warranty claims may be subject to manufacturer warranty terms and testing.

5. WHEELS AND TYRES

Customers should confirm the correct:

Tyre size
Wheel size
Bolt pattern
Offset
Load rating
Speed rating
Vehicle compatibility

before ordering.

Returns may not be accepted where wheels or tyres have been mounted, fitted, driven on, damaged, altered or otherwise used, unless the product is defective or the incorrect product was supplied by UrbanSpares.

6. HEADLIGHTS AND ELECTRICAL COMPONENTS

Headlights, bulbs, electrical components and similar products should be inspected before installation.

Once an electrical product has been installed, damaged by incorrect wiring, modified or otherwise used, it may not qualify for a standard change-of-mind return.

Where a product is suspected to be defective, UrbanSpares may require testing or inspection before approving a replacement or refund.

7. INCORRECT PRODUCT ORDERED BY THE CUSTOMER

If a customer orders an incorrect product based on their own vehicle information, specifications or selection, UrbanSpares may accept a return at its discretion, provided that:

The product has not been installed or used.
The product is in saleable condition.
Original packaging and accessories are intact.
The product is eligible for return.

Any applicable delivery, collection, restocking or other reasonable costs may be deducted from the refund where permitted by law.

8. WRONG PRODUCT SUPPLIED BY URBANSPARES

If we send you a product that is different from what you ordered, please contact us as soon as possible.

After verification, UrbanSpares may:

Replace the product with the correct item;
Arrange collection or return of the incorrect item; or
Provide an appropriate refund.

Where the error is confirmed to be ours, we will make reasonable arrangements to correct the order without unfairly passing the associated cost to the customer.

9. DAMAGED PRODUCTS

If your product arrives visibly damaged, please notify us promptly.

Where possible, customers should:

Take photographs of the product and packaging.
Keep the original packaging.
Contact UrbanSpares before attempting repairs or installation.
Provide the order number and details of the damage.

We may request photographs, videos or an inspection to determine whether the damage occurred before or during delivery.

10. DEFECTIVE PRODUCTS AND WARRANTY CLAIMS

Some products sold by UrbanSpares may include a manufacturer’s warranty.

Where a product develops a fault during the applicable warranty period, the issue may be handled according to the manufacturer’s warranty terms.

Depending on the product and warranty requirements, customers may be required to provide:

Proof of purchase
Product serial number
Warranty documentation where applicable
Vehicle or installation information
The product for inspection or testing

A warranty does not normally cover damage caused by:

Misuse
Neglect
Incorrect installation
Incorrect wiring
Physical damage
Unauthorised modification
Incorrect application
Accidents
Failure to follow manufacturer instructions
Normal wear and tear where applicable

11. CHANGE-OF-MIND RETURNS

UrbanSpares may accept certain unused products returned because a customer has changed their mind, subject to the product’s condition and eligibility.

Change-of-mind returns are not guaranteed for every product.

Products that have been installed, used, modified, damaged or otherwise rendered unsuitable for resale may not be eligible for a change-of-mind return.

Any refund or exchange will be subject to applicable law and the specific conditions applicable to the product.

12. PRODUCTS THAT MAY NOT BE RETURNABLE

For safety, hygiene, technical or resale reasons, certain products may not be eligible for return once opened, installed or used.

These may include, depending on the circumstances:

Installed car batteries
Used tyres
Mounted wheels
Installed headlights or bulbs
Electrical components
Special-order products
Customised products
Products damaged through improper installation
Products altered or modified by the customer

This does not affect a customer’s legal rights where a product is defective, not as described, or otherwise subject to a mandatory remedy under applicable law.

13. HOW TO REQUEST A RETURN

To request a return, please contact UrbanSpares through our official customer-service channels.

Please provide:

Customer name
Order number
Telephone number
Product name
Reason for the return
Photos or videos where relevant
Any other information reasonably required to assess the request

Our team will review the request and provide instructions on the next steps.

Please do not send a product back without first contacting UrbanSpares and receiving return instructions.

14. RETURN SHIPPING AND COLLECTION

Where the return is caused by:

An incorrect product supplied by UrbanSpares;
A product damaged before delivery; or
A verified product defect,

UrbanSpares will assess and determine the appropriate return or collection arrangement.

Where a return is requested because of customer preference, incorrect selection or another reason attributable to the customer, the customer may be responsible for applicable return or collection costs.

15. REFUNDS

Once an eligible returned product has been received and inspected, we will determine whether a refund is applicable.

Approved refunds will generally be processed using the original payment method where reasonably possible.

Depending on the payment provider, bank or other financial institution, the time taken for the funds to appear in the customer’s account may vary.

UrbanSpares is not responsible for delays caused by third-party payment providers or financial institutions.

16. PARTIAL REFUNDS

A partial refund may be considered where:

A product has minor damage that does not prevent its use and the customer agrees to retain it;
An order is partially returned;
Only part of an order is eligible for refund; or
Another circumstance justifies a partial refund.

Any applicable deduction will be communicated to the customer before the refund is processed where reasonably possible.

17. EXCHANGES

Where an eligible product is approved for exchange, UrbanSpares may replace it with:

The same product; or
An equivalent product agreed upon with the customer.

If the replacement product has a higher or lower price, the difference may be payable by or refundable to the customer, as applicable.

18. ORDER CANCELLATIONS

Customers may request cancellation of an order before it has been dispatched.

Once an order has been dispatched or delivered to a courier or logistics provider, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

Orders for special-order, customised or specially sourced products may be subject to additional cancellation conditions.

19. INSPECTION AND VERIFICATION

UrbanSpares reserves the right to inspect or test a returned product before approving a replacement or refund.

For automotive products, inspection may be necessary to determine whether a reported problem resulted from:

A manufacturing defect;
Incorrect product selection;
Incorrect installation;
Vehicle compatibility issues;
Electrical or mechanical problems;
Customer misuse; or
Other circumstances unrelated to the product itself.

Where necessary, UrbanSpares may refer a warranty or technical claim to the relevant manufacturer, distributor or authorised service centre.

20. FRAUDULENT OR ABUSIVE RETURNS

UrbanSpares reserves the right to investigate suspected fraudulent or abusive return claims.

This may include situations involving:

Deliberate product damage;
Attempts to return a different product;
False defect claims;
Repeated misuse of the return process; or
Other fraudulent activity.

We may refuse a return or take appropriate action where permitted by law.

21. CUSTOMER RESPONSIBILITY FOR PRODUCT COMPATIBILITY

Customers are responsible for providing accurate vehicle information when requesting automotive products.

Where compatibility is uncertain, customers are encouraged to contact UrbanSpares before placing an order so that we can assist with product selection.

Providing inaccurate or incomplete vehicle information may result in the wrong product being ordered.

22. STATUTORY RIGHTS

Nothing in this Return & Refund Policy is intended to remove, restrict or limit any consumer rights or remedies that cannot lawfully be excluded under applicable Kenyan law.

Where applicable law provides a customer with rights that are more favourable than the terms of this policy, those legal rights will apply.

23. POLICY CHANGES

UrbanSpares may update this Return & Refund Policy from time to time to reflect changes in our business practices, products, services or applicable laws.

The updated version will be published on this page with a revised “Last Updated” date.

24. CONTACT US

For return, exchange or refund enquiries, please contact:

UrbanSpares.co.ke

Website: www.urbanspares.co.ke

Phone/WhatsApp: 0740154882

Business Address: RNG Plaza, Ronald Ngala Street, Nairobi, Kenya

When contacting us about an order, please provide your order number and the telephone number used when placing the order.

25. FINAL NOTE

We aim to handle every return and refund request fairly and professionally.

Our priority is to ensure that customers receive the correct, genuine and quality automotive products while providing appropriate remedies where products are defective, damaged, incorrect or otherwise eligible for return.