CONTACT US: +254723461219

Refund and Returns Policy

FAQs

1. Overview

At The X-Plug (Motorzone International Ltd), we are committed to delivering quality automotive parts and excellent customer service. Our returns policy is valid for seven (7) days from the date of purchase. If more than seven days have passed, we are unable to offer a refund or exchange.

2. Eligibility for Returns

To qualify for a return:

  • The item must be unused, undamaged, and in its original condition

  • The item must be returned in its original packaging

  • A valid receipt or proof of purchase must be provided

3. Non-Returnable Items

The following items are not eligible for return or refund:

  • Electronic components, including ECUs, sensors, and fuse boxes

  • Steering racks and any parts containing computerized or electronic systems

4. Partial Refunds (If Applicable)

Partial refunds may be granted under the following circumstances:

  • Items returned in a condition different from when supplied

  • Items returned with missing parts not due to our error

  • Items returned after the seven-day return period

5. Refund Process

Once your return is received and inspected:

  • You will be notified via email regarding the status of your refund

  • If approved, the refund will be processed within seven (7) working days

  • Funds will be returned through your original payment method

Please Note:

  • Only regular-priced items are eligible for refunds

  • Sale items are non-refundable

6. Exchanges

We only replace items that are defective or damaged.

To request an exchange:

  • Email us at admin@thexplug.com

  • Deliver the item to:
    Ken Park Building, Ground Floor, Lower Kirinyaga Road, Nairobi

7. Shipping Returns

All returned items should be sent to:

The X-Plug (Motorzone International Ltd)
Ken Park Building, Ground Floor
Lower Kirinyaga Road, Nairobi

Please Note:

  • Customers are responsible for return shipping costs

  • Shipping costs are non-refundable

  • If a refund is approved, return shipping fees may be deducted from the refund amount

  • Delivery times for exchanged items may vary depending on the shipping provider

For high-value items, we strongly recommend using a trackable courier service or purchasing shipping insurance, as we cannot guarantee receipt of returned goods.

8. Gifts

If an item was marked as a gift:

  • You may receive store credit upon approval of the return

  • If the item was not marked as a gift, the refund will be issued to the original purchaser

9. Contact Us

If you have any questions regarding our Refund & Returns Policy, please contact us:

Motorzone International Ltd (The X-Plug)
Phone: 0723 461 219
Email: admin@thexplug.com
Address: Ken Park Building, Ground Floor, Lower Kirinyaga Road, Nairobi