Our LocationSmart Autos, NairobiCall us+254 106 1000850

Return & Refund Policy

Last updated: July 2026

At CarCrave we want you to be completely happy with your car accessories. If something isn't right, this policy explains how returns, exchanges and refunds work.

1. Returns & exchanges

You may return or exchange an eligible item within 7 days of receiving it, provided that:

  • the item is unused, unfitted and in its original condition and packaging;
  • you can provide proof of purchase (your order reference or receipt);
  • all accessories, parts and free gifts that came with the item are included.

2. Items that cannot be returned

  • Products that have been installed, fitted or used — for example ceramic coating, window tinting, and stereo units that have already been installed — unless the item is faulty.
  • Items custom-made or specially ordered for your specific vehicle.
  • Products damaged through misuse, incorrect fitting or normal wear and tear.

3. Faulty, damaged or wrong items

If an item arrives faulty, damaged, or is not what you ordered, please contact us within 48 hours of delivery. We will arrange collection at our cost and offer you a free replacement or a full refund. Please keep the original packaging and, where possible, send us a photo so we can help faster.

4. How to start a return

Contact us on +254 106 100085, by WhatsApp or by email at info@carcrave.co.ke with your order reference and the reason for the return. We will confirm whether the item qualifies and guide you on returning it to our shop or arranging collection.

5. Refunds

Once we receive and inspect the returned item, we will notify you of the outcome. Approved refunds are processed within 3–5 business days back to your original payment method (for example M-PESA or bank transfer). You may instead choose an exchange or CarCrave store credit.

6. Return delivery costs

For change-of-mind returns, the cost of returning the item to us is covered by the customer. For faulty, damaged or incorrectly supplied items, CarCrave covers all return and re-delivery costs.

7. Order cancellations

If you need to cancel an order, contact us as soon as possible. Orders that have not yet been dispatched can be cancelled and fully refunded.

8. Delivery & shipping

  • Coverage: we deliver within Nairobi and to all major towns across Kenya.
  • Timeframe: Nairobi deliveries typically arrive the same or next business day. Deliveries to other counties usually take 1–3 business days via our trusted courier partners.
  • Fees: standard delivery is a flat KES 1,000, anywhere in Kenya. We confirm this with you when we call to verify your order, before dispatch.
  • Fitting: selected products (such as stereo units, tinting and coating) include professional installation at our premises in Nairobi.

9. Contact us

CarCrave · Nairobi, Kenya
Phone / WhatsApp: +254 106 100085
Email: info@carcrave.co.ke