At Spare.co.ke, your satisfaction is our priority. We want you to be confident in your purchases. This policy outlines our terms and conditions for returns and refunds, in line with Kenyan consumer protection laws.

1. Our Commitment to Quality

All products sold on Spare.co.ke are expected to be of reasonable quality, fit for their intended purpose, and free from defects.

2. Eligibility for Returns

You may be eligible for a return if:

  • You changed your mind: The item must be unused, unwashed, and in its original, re-sellable condition with all original tags, packaging, accessories, and any promotional items included.
  • The item is defective or damaged: If the item you received is faulty, damaged during transit, or does not match the description on our website.
  • Incorrect item received: If you received a different item from what you ordered.

3. Return Window

  • For change of mind returns: You must initiate a return within 30 calendar days from the date of delivery.
  • For defective, damaged, or incorrect items: You must notify us within 7 calendar days of delivery. While the law allows for a “reasonable period” for defective items, prompt notification helps us resolve the issue efficiently.

4. Items Not Eligible for Return

For hygiene, safety, or legal reasons, the following items are generally not eligible for return unless they are defective:

  • Perishable goods (e.g., food, flowers)
  • Intimate or sanitary goods
  • Hazardous materials, flammable liquids or gases
  • Gift cards
  • Downloadable software products
  • Items that have been installed or clearly show signs of wear and tear not due to our error.
  • Items damaged due to misuse, negligence, or unauthorized modifications by the customer.
  • Items marked as “final sale” or “non-returnable” at the time of purchase (this must be clearly stated on the product page and at checkout).

5. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact Us: Email our customer support team at info@spare.co.ke or call us at +254746139949.
  2. Provide Information: Include your order number, a clear description of the item you wish to return, the reason for the return (e.g., “changed my mind,” “defective item,” “wrong size”), and clear photographic or video evidence if the item is damaged or defective.
  3. Await Instructions: Our team will review your request and provide you with detailed instructions on how to return the item. This may include a return authorization number and the return shipping address.

6. Return Shipping

  • For change of mind returns: While we currently offer free return shipping within 30 days, please note that for returns not due to our error, the cost of return shipping may be deducted from your refund if the free return shipping period or terms are not met. We recommend using a trackable shipping service for your protection.
  • For defective, damaged, or incorrect items: Spare.co.ke will cover the cost of return shipping. We will provide you with a pre-paid shipping label or arrange for collection.

7. Inspection and Approval

Once we receive your returned item, our team will inspect it to ensure it meets the eligibility criteria outlined in this policy.

  • We will notify you via email of the receipt of your returned item.
  • We will also notify you of the approval or rejection of your return/refund after inspection.

8. Refund and Exchange Options

If your return is approved, you will have the following options:

  • Exchange: If you wish to exchange the item for a different size, color, or a different product of equal value (subject to availability).
  • Store Credit: A credit will be applied to your Spare.co.ke account, which you can use for future purchases.
  • Refund to Original Payment Method: A refund will be processed to your original method of payment.

9. Refund Processing Time

  • Refunds will be processed within 7-14 business days after the approval of your return.
  • Please note that it may take additional time for the refund to appear on your bank statement or credit card, depending on your bank’s processing times.
  • Sale items: Only regular-priced items may be refunded. Sale items are typically non-refundable unless defective.

10. Partial Refunds

Partial refunds may be granted in certain situations, including:

  • Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
  • Any item returned more than 14 days after delivery, in cases where a return is still accepted but a full refund is not warranted.

11. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return once the returned item is received and approved. If the item wasn’t marked as a gift, we will send a refund to the gift giver.

12. Proof of Purchase

A receipt or proof of purchase is required for all returns.

13. Customer Support

If you have any questions or concerns about our Return and Refund Policy, please do not hesitate to contact our customer support team:

  • Email: info@spare.co.ke
  • Phone: +254746139949