By using the TheGear.Store website or its services (“Moto Gear Store Ltd”) you are agreeing to be bound by these terms and conditions (“Terms of Service”).

 

If my refund gets validated, how and when will I get reimbursed?

The refund process begins after we have completed evaluating your returned product. From the day you submitted your return request. This quality evaluation process may take up to 14 days. A refund notification shall be sent via email once the process is finalized.

If you would prefer to repurchase, a refund voucher shall be processed and this must be indicated when you request for a return when contacting our Customer Service. In the event you would prefer a cash refund, the refund methods available according to payment methods are:

Payment methods           Refund methods

M-Pesa                                M-Pesa or Refund voucher

PayPal                                 Refund voucher or PayPal

Refund voucher                 Refund voucher Only

NOTE: Once you select your preferred method of refund you will not be in a position to change it.

 

What is a refund voucher?

A Moto Gear Store Refund Voucher is a compensation mechanism which credits you with the value of your returned product when placing an order for a new product.

You can use Moto Gear Store Refund Voucher as voucher code/coupon to purchase any item on the website. A refund voucher is valid for 60 days from the issue date and can be used on several purchases, until your balance is 0.

 

I have bought an item on promotion or with a voucher. What amount will you refund me?

For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value.

For example: If you purchased an item on sale for 2000 Ksh and its original value was 4000 Ksh, we will refund you 2000 Ksh.

If you purchased an item with a Refund voucher, we will refund you the sum of the amount you paid and the amount of the Moto Gear Store Refund Voucher.

 

Refund and Return Timelines

Please note that Business days are from Monday to Friday, and do not include Weekends and Public Holidays.

  1. Return Pick-up Timeline:

The return pick-up time starts from the day you make a request to return an item to the day one of our delivery associates makes the first attempt to retrieve the item that you will like to return. You can make a request to return an item, either by filling this form or by calling our customer service on +254 725 900 190.

 

Nairobi

First pick-up attempt completed within: 1 – 4 Business Days

Mombasa, Nakuru, Kisumu, Eldoret and Other Cities

First pick-up attempt completed within: To be confirmed by our Customer Support on an order-by-order basis

 

  1. Refund Timeline:

The refund time starts after the item reported has gone through a quality check and the issue has been confirmed by the after-sales team. A Refund will be initiated within the timelines below:

 

Nairobi

Refund completed within: 7 – 14 Business Days

Mombasa, Nakuru, Kisumu, Eldoret and Other Cities

First pick-up attempt completed within: To be confirmed by our Customer Support on an order-by-order basis