support@apexmotorcenter.com

Refund Policy

Last Updated: June 12, 2025

1. Vehicle Sales Refunds

1.1 New Vehicle Sales

  • Cooling-off Period: 48 hours from delivery for unopened vehicles
  • Condition: Vehicle must be undriven except for delivery
  • Documentation: All original documents and keys must be returned
  • Refund Amount: Full purchase price minus documentation fees (KSH 15,000)
  • Processing Time: 7-14 business days

1.2 Used Vehicle Sales

  • Inspection Period: 24 hours or 100 kilometers, whichever comes first
  • Eligible Issues: Undisclosed mechanical problems or misrepresented condition
  • Documentation Required: Independent mechanic’s report
  • Refund Amount: Full purchase price minus inspection costs
  • Processing Time: 14-21 business days after approval

1.3 Non-Refundable Situations

  • Buyer’s remorse or change of preference
  • Financing rejection after vehicle delivery
  • Normal wear and tear discovered after purchase
  • Damage caused by customer negligence
  • Custom modifications or special orders

2. Service Refunds

2.1 Service Guarantee

  • Warranty Period: 30 days or 1,000 kilometers
  • Coverage: Parts and labor for covered services
  • Requirements: Service performed according to specifications
  • Process: Return for re-service at no charge

2.2 Unsatisfactory Service

  • Notification Period: Within 7 days of service completion
  • Resolution Options: Re-service, partial refund, or full refund
  • Documentation: Detailed explanation of issues required
  • Refund Amount: Determined case-by-case basis

2.3 Service Cancellation

  • Before Work Begins: Full refund minus diagnostic fees
  • Work in Progress: Payment for completed work plus materials used
  • After Completion: No refund available, warranty terms apply

3. Parts Refunds

3.1 Unused Parts

  • Return Period: 30 days from purchase
  • Condition: Original packaging and condition required
  • Restocking Fee: 15% for special order items
  • Refund Amount: Purchase price minus restocking fee

3.2 Defective Parts

  • Warranty Period: Manufacturer warranty terms
  • Process: Return to manufacturer for replacement or refund
  • Labor Coverage: Installation labor covered if part is defective
  • Timeline: Varies by manufacturer (typically 30-90 days)

4. Deposit Refunds

4.1 Vehicle Deposits

  • Refundable: If vehicle is not as described or becomes unavailable
  • Non-Refundable: If customer cancels without cause
  • Processing Time: 7 business days for approved refunds
  • Method: Original payment method when possible

4.2 Service Deposits

  • Refundable: If we cannot provide agreed services
  • Non-Refundable: If customer cancels after work begins
  • Processing Time: 5 business days for approved refunds

5. Refund Process

5.1 How to Request a Refund

  1. Contact customer service within applicable time limits
  2. Provide purchase documentation and reason for refund
  3. Schedule inspection if required
  4. Await approval decision
  5. Return items if approved
  6. Receive refund confirmation

5.2 Refund Methods

  • Credit/Debit Cards: Refunded to original card (3-5 business days)
  • Bank Transfers: Direct deposit to customer account (2-3 business days)
  • Cash Payments: Cash refund or bank transfer (immediate to 2 days)
  • Financing: Processed through finance company (varies)

6. Dispute Resolution

6.1 Internal Process

  • Customer service review and resolution attempt
  • Escalation to management if unresolved
  • Final decision within 30 days of initial request

6.2 External Options

  • Kenya Bureau of Standards consumer protection
  • Arbitration through agreed dispute resolution service
  • Small claims court for qualifying amounts

7. Exceptions and Special Circumstances

7.1 Force Majeure

Refund timelines may be extended due to circumstances beyond our control including natural disasters, government actions, or supply chain disruptions.

7.2 Fraudulent Transactions

Refunds for fraudulent transactions will be processed according to payment processor policies and applicable law.

8. Contact Information

For refund requests and inquiries:

  • Customer Service: refunds@apexmotorcenter.com
  • Address: Apex Automotive, Nairobi, Kenya
  • Hours: Monday-Friday 8:00 AM – 6:00 PM, Saturday 8:00 AM – 4:00 PM

9. Policy Changes

This refund policy may be updated periodically. Changes will be posted on our website and take effect immediately. Current customers will be notified of significant changes that affect existing transactions.