MASUMA AUTOPARTS EAST AFRICA – RETURN & EXCHANGE POLICY

1. Overview

At Masuma Autoparts East Africa, we are committed to providing our customers with genuine, brand-new, and high-quality automotive parts. Our Return & Exchange Policy is designed to ensure transparency, fairness, and customer satisfaction while maintaining compliance with international trade and consumer protection standards.

2. Eligibility for Returns

You may request a return or exchange if your item meets all the following conditions:

The request is made within 7–14 calendar days of delivery.

1. The item is unused, uninstalled, and in its original packaging (including labels, manuals, and accessories).
2. Proof of purchase (invoice, receipt, or order confirmation) is provided.
3. The item is not listed under the Non-Returnable Items section below.

3. Conditions for Return or Exchange

We accept returns or exchanges for the following reasons:

1. Incorrect item supplied (different from what was ordered).
2. Defective or damaged item upon delivery.
3. Compatibility issue due to catalog or listing error verified by Masuma’s technical team.
4. Warranty claim, if applicable and validated under manufacturer terms.

Once approved, customers may choose between:

1. A replacement for the same item,
2. An exchange for another item of equal value, or
3. A refund, processed to the original payment method (less any applicable shipping or handling fees).

4. Non-Returnable Items

For safety and quality control, the following items cannot be returned or exchanged once sold:

1. Electrical and electronic components (e.g., sensors, relays, ECUs).
2. Installed or used parts (e.g., brake pads, spark plugs, filters).
3. Oils, lubricants, fluids, and chemical products.
4. Clearance or special-order items.
5. Items with tampered, broken, or missing seals.

5. Return Process

To initiate a return:

1. Contact our Customer Service Team via email or WhatsApp within the return window, stating your order number and reason for return.
2. Our team will review your request and, if approved, issue a Return Authorization Number (RAN).
3. Pack the item securely with its original invoice and RAN clearly marked on the package.
4. Ship the item to the Masuma Autoparts East Africa Returns Department at your cost unless the return is due to an error on our part.

6. Inspection and Refund Timeline

All returned items are inspected upon receipt.

1. Approval or rejection notice will be issued within 5–7 business days.
2. Refunds (if applicable) will be processed within 7–14 business days after approval.
3. Shipping, customs duties, and handling fees are non-refundable unless due to Masuma’s error.

7. International Returns

For international customers, the same conditions apply.
However, return shipping costs, duties, and taxes will be the responsibility of the buyer, except in cases of incorrect or defective supply.

8. Warranty Claims

Masuma genuine parts are covered under manufacturer warranty where applicable.
Warranty coverage applies only to defects in materials or workmanship under normal vehicle use.
Warranty does not cover:

1. Damage from improper installation, misuse, or modification.
2. Normal wear and tear.
3. Failure due to related system issues.

9. Customer Support

For all return and warranty inquiries, please contact:
support@masuma.africa
+254 792 506590
www.masuma.africa/shop

We value your trust in Masuma Genuine Parts and strive to make every purchase a confident one.

10. Policy Updates

Masuma Autoparts East Africa reserves the right to amend this policy at any time to comply with evolving business or legal requirements. The most current version will always be available on our official website.