Returns & Refunds

Our Return Commitment

At Ken Penz Auto Shop, customer satisfaction is our priority. We supply genuine and reliable vehicle spare parts and ensure a smooth return process for defective or incorrect items.

1. Defective Products

Defective, damaged, or incorrect spare parts are eligible for replacement or refund. Contact us within 48 hours with photos and your order details.

2. Return Window

Returns must be initiated within 7 days of delivery. Requests beyond this may be reviewed on a case‑by‑case basis.

3. Return Conditions

Products must be in original packaging with all labels intact. Parts that have been installed, modified, or used are not eligible.

4. Compatibility Responsibility

Customers are encouraged to confirm part compatibility before purchase. We assist where possible, but incorrect orders may only be exchanged if unused.

5. Exchanges

We allow exchanges for incorrect or incompatible parts if they are unused. Exchange approval depends on stock availability.

6. Non‑Returnable Items

Installed parts, opened lubricants, electrical components that have been connected, and custom orders are not eligible.

7. How to Initiate a Return

Contact us via phone (+256702680945) or email (info@kenpenz.com) with your order number, part name, and issue description. Include photos if defective. We respond within 24 hours.

8. Refund Process

Returns are processed within 0–3 business days after inspection. Refunds are issued to the original method of payment, and you will receive a confirmation once the refund has been completed.

9. Shipping Costs

We cover return costs for defective items or incorrect deliveries. Other approved returns are the customer’s responsibility.