Your Satisfaction is Our Priority
At Bike Yard Kenya, we're committed to providing you with the best motorcycle safety gear and an exceptional shopping experience. Please review our policies below to understand our shipping, return, and refund procedures.
📦 Return & Refund Policy Summary
🌍 Countries We Serve
We accept returns from customers in Kenya, Uganda, and Tanzania.
✅ What We Accept
- Returns: Yes, we accept returns for both defective and non-defective products
- Exchanges: Yes, we accept product exchanges
📦 Product Condition
New products only - This includes products that are unopened in the original packaging or have never been used.
⏰ Return Window
7 days from the date of delivery
🏪 Return Method
In-store returns accepted at our Donholm, Nairobi location (next to Gertrude's Children Hospital)
💰 Fees
Restocking Fee: No cost - Free returns on eligible items
⚡ Refund Processing Time
1 business day after we receive and inspect your returned item
Full policy details and requirements are provided below
Shipping Policy
We know you're eager to receive your gear swiftly once you make your order, and we're committed to making that happen! We understand that when it comes to motorcycle safety gear, timing matters.
Processing & Dispatch Times
- Items marked "In Stock - Ships Within 24 Hours" are dispatched same or next day
- Order as early as possible for same-day shipping from Nairobi
- Business hours: Monday to Saturday, 10AM to 6PM
- Orders can be shipped any day of the week, including holidays
Need a Specific ETA?
For more specific delivery estimates based on your exact items, contact us:
📞 +254742 784 311
Coverage Area
We ship to Kenya, Uganda, and Tanzania using your preferred logistics company. Shipping timelines are estimates and cannot be guaranteed due to factors beyond our control.
Order Cancellation
If you need to adjust your order, please let us know right away! We work quickly to get your gear ready for prompt delivery.
⚠️ Important Timeline
- Order Received Status: Modifications and cancellations accepted
- Order Processed Status: Changes no longer possible - our Nairobi store has begun processing
Return Policy
We want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we offer hassle-free returns within our policy guidelines.
✅ Free Returns on Unused Items
7-Day Return Window: Returns must be initiated within 7 days of delivery
Free Return Shipping: We cover return shipping costs for unused items in original condition
Return Requirements
✅ Eligible for Free Return
- Within 7 days of receiving your order
- Items in original, unused condition
- No signs of wear, dirt, or scuffs
- No odors or pet hair
- No mounting or installation attempts
- All original tags, labels, and accessories included
- Original packaging intact and undamaged
❌ Not Eligible for Return
- Returns requested after 7 days
- Used merchandise (including items "taken out for a ride")
- Footwear tested outdoors (test indoors on carpet only)
- Helmets used outdoors (try on inside only)
- Items with any signs of wear or damage
- Items with missing tags or accessories
- Damaged or discarded packaging
How to Return an Item
Option 1: In-Store Return (Fastest)
- Visit Our Store: Bring your item to our Donholm location (next to Gertrude's Children Hospital) within 7 days
- Inspection: Our team will inspect the item to ensure it meets return requirements
- Instant Refund: Refund processed within 1 business day via M-PESA or your original payment method
Option 2: Mail Return (Kenya, Uganda, Tanzania)
- Contact Us: Call +254742 784 311 or email us within 7 days of receiving your order
- Get Authorization: We'll provide you with a Return Authorization Number (RAN)
- Package Your Item: Ensure item is in original condition with all components and packaging
- Free Return Shipping: We'll arrange pickup or provide prepaid shipping label for unused items
- Refund Processing: Once we receive and inspect your return, we'll process your refund within 1 business day
💰 Refund Method & Timeline
Processing Time: Refunds are processed within 1 business day after we receive and inspect your returned item.
Payment Method: Refunds will be issued to your original payment method (M-PESA, bank transfer, or credit card).
Exchange Policy
Need a different size or color? We've got you covered with our straightforward exchange process within the 7-day return window.
💡 Fastest Exchange Method
- Contact us within 7 days of receiving your item
- Return the original item following our return process
- Place a new order for your desired item (or we can assist you)
- This guarantees you get the desired item quickly and reserves stock immediately
Note: Free return shipping applies for unused items within 7 days.
We Value Your Feedback
"We value our customers and believe in continuous improvement. If you have any advice on how we can better serve you, or if you've had any issues with our service, please don't hesitate to tell us. We're here to listen and improve."
❓ Frequently Asked Questions
How do I track my order?
Contact us at +254742 784 311 for tracking information and delivery updates.
What if my item arrives damaged?
Contact our team immediately. We'll arrange a free return and send you a replacement.
How long do I have to return an item?
You have 7 days from the date of delivery to initiate a return for unused items.
Can I change my shipping address?
Only while your order status is "Order Received." Contact us immediately if changes are needed.
Do you ship outside Kenya?
Yes, we ship to Kenya, Uganda, and Tanzania using your preferred logistics company.
Is return shipping really free?
Yes! We cover return shipping costs for unused items returned within 7 days of delivery.
📞 Need Help?
Our passionate team is here to help you with any questions about our policies or your order.
Phone
+254742 784 311
Business Hours
Monday - Saturday
10AM to 6PM
Location
Nairobi, Kenya
