Spare.co.ke Refund and Return Policy
1. Return Window
Customers have fourteen (14) calendar days from the date of delivery to initiate a return or exchange for items purchased directly from Spare.co.ke. We encourage customers to inspect their items immediately upon receipt.
2. Eligibility Criteria
To be eligible for a return or exchange, your item must meet the following conditions:
Condition: The item must be unused, uninstalled, and in the same new condition that you received it.
Packaging: The product must be returned with all original manufacturer seals intact, in its original, undamaged packaging, including all accessories, manuals, protective films, and promotional materials.
Proof of Purchase: The return must be accompanied by a valid Order Number or a copy of the purchase receipt.
Direct Purchase: The product must have been purchased directly from the Spare.co.ke website.
Exclusions (Non-Returnable Items):
The following items are generally not eligible for return, unless they are confirmed to be defective upon arrival:
Items where the original manufacturer packaging seal has been broken, opened, or removed.
Digital software, activated licenses, or service packs once the product key or code has been used or redeemed.
Consumable goods that have been opened or used (e.g., printer ink, used screen protectors, etc.).
Any item that is not in its original condition, is damaged, or missing parts for reasons not due to our error.
3. Return Process
To initiate a return, please follow these steps:
Contact Customer Support: Notify our team within the 14-day return window by sending a WhatsApp message to +254 746 139 949 or contacting us via the website's Contact page.
Provide Details: State your Order Number, the name of the item(s) you wish to return, and the reason for the return (e.g., defective, incorrect item, or change of mind).
Receive Authorization: Our team will review your request and, if approved, will provide you with a Return Authorization Number (RAN) and the necessary return delivery address. No returns will be accepted without a valid RAN.
Secure Packaging: Pack the item(s) securely to prevent damage during transit. Clearly include the Return Authorization Number (RAN) and the required return form or a note with your order number inside the package.
Ship the Item: Send the package to the return address provided by our support team.
4. Refund or Exchange Options
Once your return is received and inspected, we will notify you of the approval or rejection of your request.
| Option | Description |
| Full Refund | A complete refund will be issued back to the original payment method (e.g., M-Pesa, Bank Transfer, or Card). |
| Store Credit | You may choose to receive the refund as store credit, which can be used for future purchases on Spare.co.ke. |
| Exchange | Replacing the returned item with a new one of the same model (e.g., for a defective item) or a different product of equal value, subject to stock availability. |
Processing Time: Refunds are typically processed and completed within 7 to 10 business days after the returned item has been successfully received and inspected by our team.
5. Shipping Costs
The responsibility for return shipping costs depends on the reason for the return:
Seller-Paid (Our Error): Spare.co.ke will cover all return shipping costs (by providing a prepaid label or reimbursing the customer) if the return is a result of our error, such as receiving a damaged, defective (DOA), or incorrect item.
Customer-Paid (Change of Mind): If the return is due to a customer change of mind or ordering error, the customer is responsible for all return shipping costs. The original shipping fee is non-refundable in this case.
6. Damaged or Defective Items (DOA)
If your item is damaged or confirmed defective upon arrival, please contact us immediately (within 48 hours of delivery) for a swift resolution.
Process: Provide a clear description and photographic or video evidence of the damage/defect.
Resolution: Upon confirmation, we guarantee a hassle-free return and replacement or a full refund, including reimbursement for the initial return shipping costs.
7. Contact Information
For any questions or to initiate a return, please use the following contact details:
WhatsApp Order/Support: +254 746 139 949
Website: Use the Contact link on Spare.co.ke.
