Returns & Exchanges
We want you to be completely satisfied with your purchase. If something is not right, we are here to help.
14-Day Return Window
You have 14 days from the date of delivery to return or exchange an eligible product. Items must be in their original, unused condition with all packaging and tags intact.
Items Eligible for Return
- Items received in damaged or defective condition
- Incorrect items (wrong part number or product delivered)
- Items that do not match the product description on our website
- Unused, unopened items in their original packaging (subject to restocking fee)
Items Not Eligible for Return
- Parts that have been installed, used, or modified
- Electrical components that have been connected or tested by installation
- Custom or special-order items
- Items returned after the 14-day return window
- Items without original packaging or missing components
- Items damaged due to misuse, improper installation, or negligence
How to Return an Item
Contact Us
Reach out to our customer support team at info@niamotors.co.ke or call +254 703 555 550 with your order number and reason for return.
Receive a Return Authorisation
Our team will review your request and issue a Return Authorisation (RA) number within 1 – 2 business days. Returns without an RA number will not be accepted.
Ship the Item Back
Pack the item securely in its original packaging and ship it to the address provided with your RA number. For Nairobi customers, we can arrange pickup at no extra cost for defective or incorrect items.
Inspection & Resolution
Once we receive the item, our team will inspect it within 2 – 3 business days. You will be notified of the outcome and offered a replacement, exchange, or refund as applicable.
Exchanges
Need a different part or size? We are happy to process exchanges subject to availability. Exchanges follow the same process as returns:
- If the replacement item is the same price, the exchange is processed at no additional cost.
- If the replacement item is a different price, the difference will be charged or refunded accordingly.
- Exchange items are shipped once the original item has been received and inspected.
Return Shipping Costs
- Defective or incorrect items: NiaMotors covers all return shipping costs.
- Change of mind: The customer is responsible for return shipping costs. A restocking fee of 10% may apply.
Refund Information
For details on how refunds are processed, timelines, and conditions, please see our Refund Policy.
Questions about returns? Contact our support team — we are happy to help.