Refund and Returns Policy
Welcome to Enan Motors!
This Refund and Returns Policy applies to orders placed through shop.enanmotors.com within Kenya. Returns and exchanges are accepted within 30 days from the date of delivery. If more than 30 days have passed since delivery, we are unable to offer a refund or exchange.
1. Eligible Products
Returns and exchanges are accepted for new products only.
Both defective and non-defective items may be returned if they meet the following conditions:
The item is unused
The item is in original condition
The item is returned with its original packaging
2. Non-Returnable Items
The following items cannot be returned or exchanged:
Perishable goods such as food, flowers, newspapers, or magazines
Intimate or sanitary goods
Hazardous materials or flammable liquids or gases
Additional non-returnable items include:
Gift cards
Downloadable software products
Certain health and personal care items
3. Proof of Purchase
All returns or exchanges must include a valid receipt or proof of purchase.
4. Partial Refunds
Partial refunds may be issued in certain situations, including:
Items that show clear signs of use
Items that are not in their original condition
Items returned with missing parts not due to our error
Items returned after the 30-day return window
5. Change of Mind (Non-Defective Items)
If you change your mind after purchasing a product, you may return it within 30 days provided that:
The item is new and unused
It is returned in the original packaging
Once the item is received and inspected, approved refunds will be issued to the original payment method within 10 days.
6. Faulty Items
If a product has a manufacturing defect, please contact us within 30 days of delivery.
We may request photos or a short description of the issue. Once the issue is confirmed, you may choose one of the following options:
Replacement
Exchange
Refund
Where applicable, return shipping will be arranged at no cost to you.
7. Damaged Items
If your order arrives damaged, please notify us within 48 hours of delivery.
Send an email to info@enanmotors.com with:
Your order number
Photos of the damaged item
Photos of the packaging
After verification, we will arrange a replacement, exchange, or refund.
8. Incorrect Item Received
If you receive the wrong product, contact us within 7 days of delivery. We will arrange the return of the incorrect item and send the correct product or issue a refund if preferred.
9. Item Not Delivered
If your order has not arrived within the expected delivery time, please contact us. We will investigate with the courier and, where appropriate, arrange a replacement or refund.
10. Order Cancellation
If you need to cancel an order after placing it, contact us as soon as possible.
If the order has not been processed or shipped, we will cancel it and issue a full refund.
If the order has already been shipped, it will need to be returned once delivered and will be processed as a normal return.
11. How to Request a Return or Refund
Step 1: Contact Us
Email info@enanmotors.com within 30 days of receiving your order. Please include:
Order number
Proof of purchase
Reason for the return or exchange
Step 2: Approval
Once your request is reviewed and approved, we will provide instructions on how to return the item.
Step 3: Prepare the Item
Ensure the product is unused, in its original condition, and properly packaged.
Step 4: Return the Item
Ship the item according to the instructions provided after approval.
12. Refunds
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.
Approved refunds will be processed to the original payment method within 10 days.
We do not charge restocking fees.
13. Late or Missing Refunds
If your refund has been approved but you have not received it:
Check your bank account again.
Contact your card issuer or payment provider, as processing times can vary.
Contact your bank for further confirmation.
If the issue continues, contact us at info@enanmotors.com
14. Sale Items
Sale items can be returned or refunded within the 30-day return period, provided they meet the same conditions as regular-priced products.
14. Exchanges
We accept exchanges for defective items or eligible non-defective products if the item is new and returned within 30 days.
To request an exchange, email info@enanmotors.com with your order details and the reason for the exchange.
15. Gifts
If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of the returned item.
If the item was not marked as a gift, the refund will be issued to the original purchaser.
16. Return Shipping
Returns are accepted by mail only.
Customers may be responsible for return shipping unless the return is due to:
A defective product
A damaged item
An incorrect item sent by us
We recommend using a tracked shipping service and keeping your receipt until the return process is completed. We are not responsible for items lost in transit without valid tracking.
17. Contact Us
If you have any questions about this Shipping & Delivery Policy or your order status, please contact us:
- Address: Eaton Place, UN Cres Avenue, Nairobi – Kenya
- Email us at info@enanmotors.com
- Phone: