Effective Date: April 09, 2025
At Ruaka Cycle Mart, we aim to ensure your satisfaction with every purchase made through our website (www.ruakacyclemart.com) or at our store located at Ruaka, Northern Bypass, Nairobi, Kenya. This Refund and Returns Policy explains your options if you’re not completely satisfied with your purchase. Please read it carefully before initiating a return.
1. Eligibility for Returns
You may return a product if it meets the following conditions:
- Timeframe: The return request is made within 7 days of receiving the product (delivery date or in-store purchase date).
- Condition: The product is unused, undamaged, and in its original condition, including all packaging, tags, and accessories.
- Proof of Purchase: You must provide a receipt, order confirmation, or other proof of purchase from Ruaka Cycle Mart.
2. Non-Returnable Items
The following items are not eligible for return unless defective:
- Custom Orders: Products customized to your specifications (e.g., custom-built bicycles).
- Clearance Items: Products sold at a discount or marked as final sale.
- Used Products: Items that have been used, assembled, or show signs of wear, unless they are faulty.
3. Defective or Damaged Products
- If a product arrives damaged, defective, or not as described, you may return it within 7 days of receipt.
- We’ll cover return shipping costs and offer a full refund or replacement, subject to inspection.
- Contact us immediately at Ruakacyclemart4@gmail.com or 0112064632 with photos of the issue for faster processing.
4. Return Process
To initiate a return:
- Contact Us: Reach out via email (Ruakacyclemart4@gmail.com), phone (0112064632), or our contact page (https://www.ruakacyclemart.com/contact-us/) within 7 days of receipt. Provide your order number and reason for return.
- Approval: We’ll review your request and provide return instructions within 48 hours.
- Ship Back: Package the item securely and ship it to:
Ruaka Cycle Mart
Ruaka, Northern Bypass, Nairobi, Kenya
Include a copy of your proof of purchase. Unless the item is defective, you are responsible for return shipping costs. - Inspection: Once received, we’ll inspect the item within 3 business days to confirm eligibility.
5. Refunds
- Approval: If your return is approved, we’ll process your refund within 14 days of receiving the item.
- Method: Refunds will be issued to your original payment method (e.g., card, M-Pesa, or cash for in-store purchases).
- Amount: You’ll receive a full refund of the purchase price, excluding original shipping fees (unless the return is due to our error or a defect).
- Notification: We’ll notify you via email or phone once the refund is processed.
6. Exchanges
- If you prefer an exchange over a refund (e.g., for a different size or color), let us know when initiating the return. Exchanges are subject to stock availability.
- You’ll be responsible for shipping costs for the new item unless the original was defective.
7. Shipping Costs
- Non-Defective Returns: You cover the cost of returning the item to us.
- Defective/Damaged Returns: We’ll reimburse reasonable return shipping costs upon approval, or arrange pickup where feasible.
8. Late or Missing Returns
- Returns requested after 7 days or shipped without prior approval may not be accepted.
- If we don’t receive the returned item, no refund or exchange will be issued. We recommend using a trackable shipping method.
9. Contact Us
For assistance with returns or refunds, please reach out to:
Ruaka Cycle Mart
Ruaka, Northern Bypass, Nairobi, Kenya
Email: Ruakacyclemart4@gmail.com
Phone: 0112064632
Contact Page: https://www.ruakacyclemart.com/contact-us/
We’re here to assist you promptly and ensure a smooth process.
10. Changes to This Policy
We may update this Refund and Returns Policy as needed. The latest version will be available on our website with the updated effective date. Check back periodically for changes.
Thank you for shopping with Ruaka Cycle Mart. We’re committed to making your experience enjoyable and hassle-free!