Buyer Protection

Returns and Refunds Policy Kenya — 7-Day Buyer Protection on Traccx

Returns and refunds policy in Kenya on Traccx is built around one principle — you should never be stuck with the wrong part. Every buyer on Traccx is protected by a 7-day return window from the date of delivery. If you receive a wrong part, a defective part, or an item that does not match the product listing, you are entitled to a full refund. M-Pesa refunds are processed within 5 business days of the return being approved.

7 Days

5 Days

100%

Return Window

Refund Processing Time.

Refund on Eligible Returns

What We Cover

What You Can Return on Traccx

These are the conditions under which Traccx guarantees a full refund. Read each one carefully before raising a return request.

📦

Wrong Part Delivered

You ordered a part for your specific Make, Model and Year but received a different part entirely. The vendor dispatched the wrong item.

⚠️

Defective or Damaged Part

The part arrived broken, cracked, bent, or otherwise physically damaged and cannot be used. Damage must have occurred before or during delivery — not after installation.

📋

Part Does Not Match the Listing

The part received is materially different from what was shown in the product listing — different brand, different specification, different condition, or counterfeit.

🔧

Part Not Compatible with Listed Vehicle

The product listing stated compatibility with your vehicle but the part does not fit. You used the Parts Finder and selected the correct Make, Model and Year before purchasing.

🚚

Item Not Delivered

Your order status shows Delivered but you have not received your part. Contact the vendor first through My Account. If unresolved within 24 hours raise a dispute with Traccx immediately.

🛡️

Counterfeit or Mislabelled Part

You received a counterfeit part sold as genuine. This is the most serious violation on our platform. The vendor will be permanently removed and you will receive a full refund immediately.

Exclusions

What Cannot Be Returned

To keep the marketplace fair for honest vendors, the following situations are not covered by the Traccx returns policy.

❌

Buyer Selected the Wrong Part

If you selected the wrong Make, Model or Year during your search and the part does not fit as a result, this is not covered. Always use the Parts Finder and double-check compatibility before purchasing.

❌

Part Has Already Been Installed

Parts that have been installed, modified, or show signs of use cannot be returned unless they are found to be defective or counterfeit after installation. Raise a dispute immediately in that case.

❌

Return Window Has Expired

Return requests must be raised within 7 days of the delivery date shown in your order. Requests raised after the 7-day window will not be accepted except in cases involving counterfeit parts.

❌

Change of Mind

Traccx does not accept returns simply because you changed your mind, found a cheaper part elsewhere, or no longer need the part. Returns are only accepted for the valid reasons listed above.

❌

Consumable Parts After Use

Engine oil, brake fluid, coolant, and other consumable products cannot be returned once opened or used. If the sealed product was defective contact the vendor within 7 days with photo evidence.

❌

Custom or Special Order Parts

Parts that were specially ordered or custom manufactured on request cannot be returned unless they are defective or do not match the agreed specification. Vendors will indicate custom order status clearly at purchase.

Step by Step

How to Raise a Return Request

The entire returns process happens inside your Traccx account. You do not need to call anyone or send emails. Follow these 5 steps.

Log In and Go to My Account > Orders

Log into your Traccx account and go to My Account > Orders. Find the order containing the part you want to return. Click the order to open the full order detail page.

Click Request Return on the Order Page

On the order detail page click the Request Return button. This opens the return request form. The button only appears within the 7-day return window from your delivery date.

Select Your Return Reason and Upload Photos

Select the reason for your return from the dropdown. Upload at least 2 clear photos showing the part received — one showing the full part and one showing the issue such as the damage, wrong part number, or counterfeit markings. Good photos speed up your refund significantly.

Vendor Reviews Your Request Within 24 Hours

The vendor receives your return request and has 24 hours to respond. They will either approve the return and send you a return shipping address, request additional information, or decline with a reason. You will receive an email and dashboard notification for every update.

Receive Your M-Pesa Refund Within 5 Business Days

Once the vendor confirms receipt of the returned part your refund is processed. M-Pesa refunds arrive within 5 business days. You will receive an M-Pesa confirmation message when the refund is sent. The refund goes to the same M-Pesa number used for the original payment.

Vendor Not Responding? Traccx Steps In.

If the vendor does not respond to your return request within 24 hours, or if they decline your request unfairly, you can escalate the dispute directly to Traccx. Our team reviews every escalated dispute within 4 business hours and makes a final binding decision.

To escalate go to My Account > Orders > your order > Escalate to Traccx. Attach all your evidence including photos, order details, and any communication with the vendor. Traccx's decision is final and binding on both parties.

Go to My Account → Contact Support →

Refund Timelines

How Long Does a Refund Take?

Scenario	Timeline	Status
Vendor approves return request	Within 24 hours of request	Approved
Vendor receives returned part	1 to 3 business days (courier)	In Transit
Vendor confirms receipt of return	Within 24 hours of receiving part	Confirmed
Refund processed to M-Pesa	Within 5 business days	Refunded
Vendor does not respond in 24 hours	Escalate immediately to Traccx	Escalate
Traccx reviews escalated dispute	Within 4 business hours	Reviewed
Counterfeit part confirmed	Refund within 24 hours — immediate	Priority Refund

For Vendors

Vendor Obligations Under This Policy

All vendors on Traccx agree to these obligations when they register on the platform.

✓

Respond within 24 hours — Vendors must respond to all return requests within 24 hours of receiving the notification. Failure to respond results in automatic escalation to Traccx.

✓

Accept valid returns without dispute — If a buyer provides clear photo evidence of a wrong, defective, or counterfeit part the vendor must accept the return. Disputing valid returns results in account review.

✓

Cover return shipping for vendor errors — If the vendor sent the wrong part or a defective part the vendor is responsible for the cost of return shipping. The buyer should not pay to return a part that was the vendor's fault.

✓

Accurate product listings at all times — Vendors must ensure their listings accurately describe the part including compatibility, brand, condition, and specification. Misleading listings are a policy violation.

Zero tolerance for counterfeit parts — Vendors found selling counterfeit or mislabelled parts are permanently banned from the Traccx platform with no right of appeal. All buyers affected receive immediate refunds.

Policy Summary

Return Window

7 days from the delivery date shown in your order

Refund Method

M-Pesa to the number used for the original payment

Refund Timeline

Within 5 business days of vendor confirming return receipt

Vendor Response Time

24 hours from return request — or Traccx auto-escalates

Dispute Resolution

4 business hours for Traccx to review escalated disputes

Counterfeit Refund

Within 24 hours — priority processing, vendor permanently banned

Photos Required

Minimum 2 photos showing the part received and the issue

Policy Last Updated

February 2026

Questions About a Return or Refund?

Our support team responds to all return and refund queries within 2 hours. Contact us on WhatsApp for the fastest response Monday to Saturday 8AM to 6PM EAT.