Refund and Return Policy

Website: www.trackpro.co.ke

Business Name: TrackPro Auto Spares

Contact: +254 707 641 655 | info@trackpro.co.ke

1. Overview

This Refund and Return Policy explains how TrackPro Auto Spares (“TrackPro”, “we”, “our”) handles returns, exchanges, warranties, and refunds for purchases made through www.trackpro.co.ke.  By placing an order, you acknowledge and agree to the terms below. The purpose of this policy is to protect both the buyer and the business, ensure fair handling of complaints, and maintain product integrity.

• Eligibility for Returns

To qualify for a return, the item must be unused, uninstalled, and in its original packaging, complete with all labels, accessories, and documentation. Any part that shows signs of installation, wear, tampering, or damage will not be accepted. Customers must notify TrackPro of any incorrect, defective, or damaged items within 48 hours of delivery. Notifications made after this period will not be eligible for replacement or refund because parts cannot be verified after extended handling.

• Non-Returnable Items

Certain items cannot be returned under any circumstance due to their sensitivity, ease of misuse, or manufacturer restrictions.

These include:

• Electrical and electronic parts (e.g., sensors, ignition coils, ECUs, alternators, starters),
• Items that have been installed, even briefly,
• Fluids and oils once opened,
• Special-order items requested specifically for a customer,
•  Clearance or discounted items marked as final sale.

• Reporting Wrong, Defective, or Damaged Goods

If you receive the wrong product, a defective part, or an item damaged during shipping, you must report it immediately within 48 hours with the following:

• Order number,
• Clear photos or videos of the issue,
• Photo of the packaging and shipping label,
• A description of what is wrong (fitment, damage, missing parts, etc.)

Once verified, TrackPro will issue either a replacement or an approved return authorization. No returns will be accepted without prior approval.

• Return Shipping

Return shipping costs are the responsibility of the customer unless TrackPro supplied the incorrect product or the item arrived damaged. If TrackPro is at fault, we will arrange or reimburse return shipping. If the buyer ordered the wrong part due to inaccurate vehicle details or assumptions, the customer bears the full cost of returning and replacing the item.

• Inspections and Approval

All returned items undergo a thorough inspection. Approval or rejection is based on product condition and adherence to this policy.

A return will be rejected if:

• The part shows signs of use or installation
• Packaging is missing or damaged
• The part is incompatible due to incorrect customer information
• The issue cannot be replicated or verified

Rejected returns will be shipped back to the customer at their cost.

• Refunds

Refunds (for approved cases only) are processed within 5–10 business days after receiving and inspecting the returned item. Refunds are issued through:

• M-Pesa
• Bank transfer
• Store credit (customer choice where applicable)

Shipping fees, handling fees, and any service charges are non-refundable unless the error was caused by TrackPro.

• Exchanges

Exchanges may be offered if the customer needs a different part, provided the original item qualifies for return. Price differences will be charged or refunded accordingly. Exchanges are processed only after the returned item passes inspection.

• Order Cancellations

Orders can be canceled only if they have not yet been dispatched. Once shipped, the order must follow the return process outlined above. Special-order items cannot be canceled once processing begins.

1. Warranty Claims

Some products may carry a manufacturer’s warranty. TrackPro facilitates warranty claims according to the manufacturer’s terms but does not guarantee approval. Warranty claims require inspection, testing, and adherence to the manufacturer’s evaluation timeline, which may take several business days. Warranty does not cover:

• Improper installation
• Use on incompatible vehicles
• Accidental or intentional damage
• Normal wear and tear

1. Contact Information

For questions or to initiate a return, contact us:

TrackPro Auto Spares

Website: www.trackpro.co.ke

Phone: +254 707 641 655

Email: info@trackpro.co.ke