Refund Policy

1. Overview

At NiaMotors, we strive to ensure your complete satisfaction with every purchase. If you are not satisfied with your order, you may be eligible for a refund in accordance with this policy and our Returns & Exchanges Policy.

2. Refund Eligibility

You are eligible for a refund if:

• You received a defective or damaged product
• You received the wrong item (incorrect part number or product)
• The product does not match the description on our website
• You return an unused, unopened item within the 14-day return window
• Your order was cancelled before dispatch

3. Non-Refundable Items

The following items are not eligible for a refund:

• Parts that have been installed, used, or altered
• Electrical components that have been connected or tested
• Custom or special-order items
• Items returned without original packaging
• Items returned after the 14-day return window
• Items damaged due to customer misuse, improper installation, or negligence

4. Refund Process

5. Refund Timelines

Timelines begin after the return is inspected and approved. Delays may occur due to bank or payment processor processing times.

6. Partial Refunds

A partial refund may be issued in the following cases:

• Items returned with signs of use but still in acceptable condition (at our discretion)
• Items missing original packaging or accessories
• Change-of-mind returns where a 10% restocking fee applies

7. Shipping Costs

• Original shipping costs are non-refundable unless the return is due to our error (wrong item, defective product).
• For defective or incorrect items, NiaMotors covers return shipping costs.
• For change-of-mind returns, the customer bears the return shipping costs.

8. Order Cancellations

If you cancel an order before it is dispatched, you will receive a full refund to your original payment method. Cancellations can be made by contacting us within 1 hour of placing the order. Once an order has been dispatched, it cannot be cancelled — you will need to follow the returns process.

9. Disputes

If you are dissatisfied with a refund decision, please contact us at info@niamotors.co.ke with your order details and concerns. We will review your case and respond within 5 business days. If the dispute cannot be resolved directly, it will be handled in accordance with the dispute resolution process outlined in our Terms of Service.