Refund policy

RETURNS, REFUNDS & EXCHANGES POLICY

At Patamart, your satisfaction is our priority. We are committed to providing quality products and a fair, transparent returns and refunds process for customers across Kenya.

This policy applies subject to applicable Kenyan consumer-protection laws. Nothing in this policy is intended to exclude or restrict any mandatory rights or remedies available to customers under applicable law.

1. RETURN ELIGIBILITY

We accept eligible returns where:

The item is returned within 7 days of delivery.
The item is unused and in its original condition.
The item is returned with its original packaging, accessories, manuals, and other included items where applicable.
Proof of purchase, such as an order confirmation, receipt, or order number, is provided.
The item is not excluded under the applicable non-returnable conditions below.

Products returned without the required information or outside the applicable return period may be subject to review before a return is accepted.

2. NON-RETURNABLE ITEMS

For change-of-mind or discretionary returns, the following products are generally not eligible for return once they have been opened, installed, fitted, used, or altered:

Installed or used automotive parts and accessories.
Electrical and electronic components once fitted or installed, such as sensors, ECU units, bulbs, and similar components.
Oils, lubricants, fluids, or other liquid products once opened.
Products clearly marked "Final Sale".
Custom-made, modified, or specially ordered parts that were sourced specifically for the customer.

However, these exclusions do not prevent a customer from exercising any applicable legal rights where a product is defective, faulty, incorrectly supplied, not as described, or otherwise gives rise to a remedy under applicable Kenyan law.

3. WRONG OR INCORRECT ITEMS

If you receive an item that is different from what you ordered, please contact us as soon as possible.

We may request:

Your order number.
A description of the issue.
Photographs of the item and packaging.
Any relevant product or part-number information.

Where Patamart supplied the wrong item, we will work with you to arrange an appropriate resolution, which may include replacement, exchange, or refund, subject to the circumstances.

4. RETURN PROCESS

To request a return:

Contact us via patamart254@gmail.com or 0726434691 (Phone / WhatsApp) within 7 days of receiving your order.
Provide your order number and the reason for the return.
Provide photographs or other information where requested.
Our team will review the request, normally within 2 business days.
If the return is approved, we will provide instructions for returning the product.

In-Person Returns

Approved returns may be delivered to:

Patamart
Summit House, 1st Floor, Office 101
Opposite Central Police Station
Nairobi, Kenya

Please contact us before visiting to confirm that your return has been approved and that the relevant team is available to receive it.

5. RETURN DELIVERY COSTS

Where a return is due to:

A defective product;
An incorrect item supplied by Patamart;
Damage attributable to handling or delivery; or
Another error attributable to Patamart,

Patamart will arrange or cover reasonable return-related delivery costs, where applicable.

For eligible change-of-mind returns, the customer may be responsible for the applicable return delivery costs.

6. REFUNDS

Once a returned item has been received and inspected, we will confirm whether the return qualifies for a refund.

Where a refund is approved:

Refunds will generally be processed via M-Pesa.
Refund processing will normally take 5–7 business days after approval, although the timing may depend on the payment provider or financial institution.
Original delivery charges are generally non-refundable for change-of-mind returns.
Where the return results from an error by Patamart, a defective product, or another circumstance for which Patamart is responsible, applicable delivery charges will be considered as part of the resolution.
Where an item has been returned in a condition that reduces its value due to unauthorised use, installation, damage, or alteration, any adjustment to the refund will be assessed in accordance with applicable law.

Where a refund is required by applicable law, this policy will not limit the customer's legal entitlement.

7. DAMAGED OR DEFECTIVE PRODUCTS

If an item arrives damaged, faulty, or defective, please contact us as soon as possible, preferably within 48 hours of delivery.

Please provide:

Your order number.
A description of the problem.
Clear photographs of the product.
Photographs of the packaging where relevant.
Any other information reasonably required to investigate the issue.

After assessment, Patamart may arrange an appropriate remedy, which may include:

Replacement.
Repair where appropriate.
Exchange.
Refund.

Where the issue is attributable to Patamart or the product and a remedy is required, the customer will not be charged for reasonable return or replacement delivery costs.

8. PRODUCT COMPATIBILITY

Customers are responsible for confirming that automotive parts and accessories are compatible with their specific vehicle before purchase.

Where applicable, customers should confirm the vehicle's:

Make and model.
Year.
Engine or variant.
Part number/OEM number.
Other relevant specifications.

If you are uncertain about compatibility, please contact Patamart before purchasing or installing the product.

A return resulting solely from an incorrect compatibility assumption or incorrect vehicle information supplied by the customer may be treated as a change-of-mind return and will be subject to the applicable return conditions.

This does not affect any statutory rights relating to defective, misdescribed, or incorrectly supplied products.

9. EXCHANGES

We may offer exchanges for eligible products of the same or comparable value, subject to:

Product availability.
The item meeting the applicable return conditions.
The product not being excluded from returns.

To request an exchange, follow the return process above and indicate that you would prefer an exchange.

If the replacement product has a different price, we will advise you of any applicable balance or refund before completing the exchange.

10. INSPECTION OF RETURNED PRODUCTS

Returned products may be inspected to verify:

The condition of the product.
Whether it has been installed or used.
Whether all original components and accessories are included.
Whether the product corresponds with the original order.
Whether the reported defect or issue can be verified.

Approval of a return does not automatically mean that a refund will be issued if the returned product does not meet the applicable return conditions, subject always to any mandatory rights under Kenyan law.

11. CONTACT US

For returns, refunds, exchanges, or product-related complaints:

Patamart
Location: Summit House, 1st Floor, Office 101, opposite Central Police Station, Nairobi, Kenya
Phone / WhatsApp: 0726434691
Email: patamart254@gmail.com
Website: www.patamart.co.ke

Last updated: August 2026