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”).
What are the conditions for returning an item?
14 days free returns policy, subject to Terms and conditions.
Requirements for a valid return procedure
- Proof of purchase – the document handed over to you together with the product on delivery
- Original packaging – the manufacturer packaging
- Any free promotional items – gifts or accessories delivered with the purchased item
- Valid return reason – please refer to the section below for the details
Please Note:
We do not accept returns for the items below. For such purchases, please inspect the item carefully upon delivery and if necessary, reject it on the spot:
- inner thermal wear for example Balaclavas, Thermal Shorts and Shirts and any item of clothing that is in direct contact with your extremities,
- products shipped from overseas.
For missing items and damaged products, especially broken screens please check with our agents during delivery and return the item on the spot.
How do I return an item?
For any return request please contact our Customer Care personnel at +254 725 900 190 or email us at [email protected].
What happens once I have returned an item?
We will perform a careful quality check.
If the claim is valid, we will refund you according to your requested refund method.
The process may take up to 7 days from when your return request was submitted.
If the claim is invalid the item will be sent back to you.
We keep track of all return requests and use the data to improve our product quality and service, as well as for customer profiling. Customers with unjustified/invalid returns may be denied the right to return items, place pay-on-delivery orders or even shop in The Gear Store in the future.
How much time do I have to return a product to The Gear Store?
All items sold on The Gear Store, under certain conditions, can be returned within a period of 14 days from delivery date.
Example: If I received my product on Monday 5th, I have until next Saturday 19th to contact Customer Service.
NOTE: You have 14 days to notify us of your return by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 14 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty.
How do I send my product to The Gear Store?
We will make 3 attempts within 3 working days to pick-up the returning item after you submit the return request.
Note that for dropping an item off at any pickup station, we will make 3 attempts in 3 days. You will be contacted to ensure you drop off within the 3 days.
However, after 3 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore.
Please ensure that the package of the returning item is in good condition for the return; any package found to be damaged will be rejected by the delivery agent during collection or sent back after a quality check has been done.
How do I track my return status?
We will keep you updated by email and SMS about the status of your return. For any inquiries contact our Customer Care personnel at +254 725 900 190 or email us at [email protected].
Is my product under warranty?
We advise you to check our warranty page here to get more information about our warranty policy.
For any inquiries contact our Customer Care personnel at +254 725 900 190 or email us at [email protected].
If my returned product is not validated for refund, how do I get informed?
If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
“Note that we will make two (2) attempts to return the product to you at no cost. However, after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection. If you do not collect the product within these seven (7) days it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law”
I received something I didn’t order. What now?
On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. In the case you accept it from the delivery agent, you can still return it within 14 days (with the seal not broken).
Do I have to return all products in my order?
No, you do not have to return your entire order. You can return a certain product(s).
Can I return my items after the timeline to return has expired?
Sorry, returns are not possible after the 14 days return period. For any inquiries contact our Customer Care personnel at +254 725 900 190 or email us at [email protected]. If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.
What should I do if I want to exchange a product and it is either sold out or not available?
You will have to return your product, within the 14 days after the delivery, and place a new order when it becomes available again. For any inquiries contact our Customer Care personnel at +254 725 900 190 or email us at [email protected].
Do I have to return the free gift when I return a product?
Yes, any free gift must be also be returned.
Do I have to pay for shipping charges when I return a product?
There are no charges for shipping a product back to The Gear Store in the first return attempt. Any deliveries after the first return attempt will be at the customer’s charge and falls within the same 14 days deadline period.
What is the “Shipped from Overseas” return policy?
For items flagged as “Shipped from Overseas”, returns are only accepted for the below reasons:
Reason Description
Defective Item: Item is damaged upon delivery or not according to manufacturer’s specification
Wrong Item: If you received an item different from what you ordered.
For more details about products shipped from overseas contact our Customer Care personnel at +254 725 900 190 or email us at [email protected].
What if I have a missing item in my package?
We will only be liable if the missing item is reported on the spot. Please ensure to counter-check everything during pickup/delivery to confirm if all the mentioned items on your order have been delivered.
