Return & refund policy

Your 7-day return window

You may return an eligible item within 7 days of receiving it, for an exchange, a credit, or a refund. Tell us first — message us on WhatsApp or call +254111387596 with your order number so we can log the return before you send anything back.

What we can accept

To be eligible for a return, the item must be:

• Unfitted and unused. Tyres that have been mounted on a rim, and rims that have been fitted to a vehicle, cannot be returned.
• In its original condition, with any labels, stickers, caps, bolts or packaging intact.
• Accompanied by your order number or receipt.

What we cannot accept

• Items that have been fitted, driven on, or otherwise used.
• Items damaged after delivery through misuse, incorrect fitting, or road hazards (potholes, kerbing, punctures).
• Special-order or custom-sourced items brought in specifically for you, unless they are faulty or we sent the wrong thing.
• Consumables such as oils, fluids and sealants once opened.

If we got it wrong

If we sent the wrong item, the wrong size, or the goods arrived damaged, that is on us. Tell us within 24 hours of delivery with photos. We will collect it at our cost and either send the correct item or refund you in full — your choice.

Faulty goods and manufacturer warranty

Products carrying a manufacturer's warranty are covered against manufacturing defects for the period stated on the product page. A warranty claim is assessed by the manufacturer or their local distributor, not by us, and typically requires the item to be inspected.

Warranties cover manufacturing defects only. They do not cover normal wear, damage from potholes or kerbs, under- or over-inflation, incorrect fitting, misalignment, or damage from overloading the vehicle.

We will handle the claim with the distributor on your behalf. Assessment usually takes 7–21 days and we will keep you updated on WhatsApp.

Return shipping costs

• Our error or a faulty item: we cover collection and return shipping.
• Change of mind, or you ordered the wrong size: you cover the cost of returning the item to us. The original delivery charge is not refundable.

How refunds are paid

Once we receive the item and confirm it meets the conditions above, we process the refund within 7 working days. Refunds are paid back through the same method you paid with — M-Pesa refunds to the paying number, bank transfers back to the originating account. We cannot refund to a different person's account.

Because payment is agreed with us directly rather than taken by this website, there is nothing to cancel or refund if you have not yet paid. An unpaid order can simply be abandoned, though we would appreciate a message so we can release the stock.

Cancelling before dispatch

You can cancel any order at no cost before it is dispatched. Message us on WhatsApp with your order number. If you have already paid, we refund in full.

Your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act, 2012 of Kenya or any other applicable law.

Start a return

Message us on WhatsApp at +254111387596 or email sales@bensonautozone.co.ke with your order number, what you would like to return, and why.