What are the conditions to return a battery?

15 day free returns policy, subject to Terms and conditions.

Requirement for a valid procedure

• Proof of purchase – Your order confirmation document emailed to your during order processing. For orders made through Dial a battery services, the email address is requested and the order confirmation is emailed.
• Original packaging – the manufacturer packaging including all the contents.
• Any free promotional items – gifts or accessories delivered with the purchased item
• Valid return reason – please refer to the section below for the details
• The battery is unused and still on original package unless for warranty claims.

What are valid reasons for returns?

When the product defective and is being returned under the conditions of warranty claim.

You received and accepted a product that you did not order. This product must still be in the original package with the seal not broken. In this case, an immediate processing of the correct Battery is initiated and CarBatteryKE makes all the effort to replace the battery within 24 hours.

What happens when I order the wrong battery?

Where the customer orders the wrong battery and realizes it does not fit their specification, they should contact CarBatteryKE. They will make arrangement to return the battery to an address provided for replacement. The battery should however not be used and should match the battery on the delivery note.

If the replacement battery is cheaper than the original battery, the difference amount will be refunded to the customer, by CarBatteryKE based via MPesa, less the transaction fees.

Where the replacement battery is more expensive than the original battery, the original order will be cancelled, and a new order placed for the correct battery. The customer will then be required to pay for the difference in amount.

How do I return items?

A notifies CarBatteryKE on the intended return with reasons for return. If the return condition is valid, and within the 15 day return window, CarBatteryKE collects the battery without cost.

A customer can also return, after notification, to the address provided or to CarBatteryKE offices detailed on the order confirmation sent on email.

Who pays for return shipping/ collection cost?

If the return is being done within the 15 day return period, the customer notifies carbatteryKE through our contact numbers 0797 894037 or customercare@carbatteryke.com. Customer provides the order number, the return conditions are confirmed and carbatteryKE will arrange for the collection of the battery.

Where the return is made after the 15 day return period window or the return conditions have not been fulfilled, the customer bears the cost of returning the product back to the address provided by CarBatteryKE or CarBatteryKE address on the order confirmation.

Return cost are equivalent to delivery cost. Where the delivery was FREE, the return cost are capped at KES 500.00.

I received something I didn't order. What now?

On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. We will make an effort, within 12 hours, to deliver the correct product to you. In the case you accept it from the delivery agent, you can still return it within 15 days (with seal not broken).

How quickly returns are processed?

Depending on the nature of the return, the processing time will vary between 1 hour and 30 days.

For wrong delivery, where the product does not match the order, due to an error by CarBatteryKE, CarBatteryKE will arrange for a replacement battery with the correct battery within 1 hour and 24 hours.

For defective batteries returned on warranty returns, the customer will allow for 2 days to 30 days for the warranty claim to be processes and replacement provided.

When is money refunded?

When the battery is returned within 15 days, and all return conditions are met, and there is no replacement battery or the stocks can not be replenished within 3 - 7 days.

How is Money refunded?

Refund process begins after we have completed evaluating your returned product and the decision is to refund for the purchase. From the day you submitted your return request, This quality evaluation process may take up to 7 days. A refund notification shall be sent via email once the process is finalized.

A refund processing fee is charged to the amount to be refunded as detailed below;

• For payments initially done on MPesa - 3%
• For payments made by card - 4%

Money is refunded in the form of MPESA transfer.

Do I have to return the free gift when I return a product?