CAR SURE CUSTOMER PROTECTION POLICIES

Customer protection allows the Client to get a refund within the protection period if the item/service does not arrive, arrives damaged, or arrives not as described.

HOW LONG DOES BUYER PROTECTION LAST AND HOW CAN I INITIATE A RETURN/REFUND?

Refund of Goods (Purchased Automotive Spareparts)

It lasts 15 days from the moment the Client confirms receipt of their item. Any item with the label "Buyer protection" on its detail page is covered, except for:
• Items that have been damaged by the Client,
• Personalised and custom-made items,
• Electrical Items items (such as fuses and switches)
• Items unsuitable for return such as automotive fluids.
Learn more about the exceptions (link to terms & conditions).

CANCELLATION & REFUND OF SERVICES

The Company shall offer the following Services:

  1. Pre – Purchase Inspections,
  2. Automotive Consultation Services.

 

Rescheduling Charges

In the event of Rescheduling of services for whatever reason the company shall be entitled to charge cancellation fees as set out hereunder: 

  1. 1st  Rescheduling of up to 3 hours to inspection time will be charged at 25% of the inspection cost.
  2. 2nd Rescheduling of up to 3 hours to inspection time will be charged at 50% of the inspection cost.
  3. 3rd Rescheduling is not allowed.
  4. A no-show is non-refundable.

Cancellation Charges

In the event of cancellation or variation of services for whatever reason the company shall be entitled to charge cancellation fees as set out hereunder: 

  1. Cancellation received up to 48 hours before inspection day shall be charged at 35% of the total cost of services. 
  2. ⁠Cancellation received between 47 hours to a day of inspection day shall be charged at 70 % of the total cost of services. 
  3. Cancellation received within 24 hours or after the commencement of services shall be charged at the full cost of services.

Cancellation Calculations

  1. 48 hrs + 35% of the total cost is deducted,
  2. 24 hrs to 48 hrs 70% of the total cost is deducted, 
  3. 24 hrs or less 100% is deducted.

STEPS TO BE FOLLOWED:

  1. Contact Company

Let the Company know what the problem is and upload any supporting info if needed (images, screenshots etc.), to help the Client reach a satisfactory solution with them.

  1. Make a cancellation/return/refund request

If the Client cannot come to an agreement or gets no answer, the Client goes to (Account > Orders/Services), find the relevant order and make a refund only or a return & refund application.

  1. Get refunded

The Client is to choose the reason for return/refund from the list provided, upload any supporting info needed (pictures, videos, etc), and submit their application. The Client can check back regularly under the returns/refunds tab on Orders/Services to see the progress of their application.

If an item needs to be returned, who pays the return cost?

• If the Client decides to return an item due to a change of mind, then it will be up to the Client to cover the return cost.
• If an item is defective, arrives not as described, or is the incorrect item, then it will be up to the store to cover the return cost.

When will I receive my refund?

  1. Refunds can take 1-10 working days to arrive depending on your original payment method,
  2. Any due refund can be sent to the Client's original payment method,
  3. Alternatively, the Client can get a much faster refund to the Client’s Car Sure Limited Bonus account.

BONUS POINTS 

Bonus Refunds shall be calculated and thereafter redeemed as per the conditions set out hereunder:

  1. 1 point for every KES 500 paid through the system and reversed on cancellation and refund,
  2. 10 points for every service recorded, 
  3. Redemption is done at the rate of 1 KES 1 point,
  4. In addition, the expedited refund to the bonus account should be in the ratio of 1 KES= 1 point,
  5. The minimum number of points to redeem is 1000.

For full details refer to the Buyer Protection Terms & Conditions.

WHAT OTHER SCENARIOS FALL UNDER BUYER PROTECTION?

There are two other situations in which the Client can use and benefit from the Buyer protection service:

  1. When sellers break their promises, either related to:
  2. Transaction or after-sales services, such as a failure to follow up with the warranty on the Client’s order as promised or as required by any relevant laws and regulations,
    1. Or logistics and delivery services, such as asking the Client to pay additional shipping costs after your order's been placed, or not sending the Client’s order using the agreed shipping method and/or route, logistics services, express delivery companies, etc.

 

  1. When there is a case of unacceptable behaviour from sellers that could affect the Client’s rights, and/or the use of abusive language during any communication with the Client. 
  2. *If you as the Client experience any of the above while using Car Sure Limited, please contact our Help Centre.

 

  1. FINAL CONSIDERATIONS TO NOTE

Parties shall be guided by this Consumer Protection Policy and if a dispute arises, Parties shall be guided by the Consumer Protection Act and all other enabling Laws of Kenya.

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or call: +254 721 711440