Return Policy

At Matoz Car Accessories, your satisfaction is our top priority. We strive to ensure that every product you receive meets the highest standards of quality and performance. If, for any reason, you’re not completely satisfied, here’s how our return process works:

  1. Eligibility
    • Most items may be returned within 30 days of delivery.
    • Products must be in new, unused condition, with all original packaging, tags, and accessories intact.
    • Custom orders (e.g., bespoke seat covers) and personalised items are non‑returnable unless there’s a manufacturing defect.
    • Installed or used products (such as fitted tyres, installed alarms, or speed governors) are not eligible for return unless faulty.
  2. Initiating a Return
    • Contact Us: Send an email to info@matozcaraccessories.com within the 30‑day window. Include your order number, product name, and reason for return.
    • Return Authorization: We’ll review your request and issue a Return Authorization (RA) number within 2 business days. Please do not send items back without this RA number.
  3. Shipping Your Return
    • Prepaid Waybill: For approved returns, we’ll provide a prepaid courier waybill for delivery to our Stanmer Park Mall facility.
    • Packaging: Pack items securely in their original boxes or equivalent protective packaging. Clearly mark the RA number on the exterior of the package.
    • Cost: Returns due to manufacturing defects or incorrect shipments are covered at no cost to you. For all other returns, shipping costs are the customer’s responsibility.
  4. Inspection & Refund
    • Upon receipt, our Quality Team inspects the returned items to confirm they meet our return criteria.
    • Refund Timeline: Approved refunds are processed within 5–7 business days of inspection. Refunds will be issued via your original payment method.
    • Restocking Fee: A 5% restocking fee may apply to returns not related to defects or errors on our part.
  5. Exchanges & Store Credit
    • Exchanges: If you prefer an exchange (e.g., a different colour or size), indicate this in your initial return request. We’ll ship the replacement once we receive the original item.
  6. Faulty or Damaged Goods
    • If an item arrives damaged or is defective, notify us within 7 days of delivery with photos of the damage/defect so that we arrange for a replacement, repair, or refund.
  7. Contact & Support
    • For questions about your return, reach us at info@matozcaraccessories.com or call +254 711 888 880.