Returns Policy

Last updated: June 2025

We want you to be completely satisfied with your purchase. If something isn't right, here's how we handle returns, exchanges, and refunds.

1. What Can Be Returned

You may return an item within 14 days of delivery if it is:

• Unused and uninstalled
• In its original, undamaged packaging
• Accompanied by your order number or proof of purchase

2. What Cannot Be Returned

• Items that have been installed, used, or show signs of fitting attempts
• Electrical components (sensors, ECUs, relays, wiring) — for hygiene and safety reasons
• Special-order or custom-sourced items ordered specifically for your vehicle
• Items explicitly marked as non-returnable on the product listing
• Items returned after the 14-day window
• Items damaged due to incorrect installation or misuse

3. How to Start a Return

1. Email info@gtihaus.co.ke with the subject line "Return – [Order Number]".
2. Include your order number, the item(s) you wish to return, and the reason.
3. We'll respond within 1–2 business days with a return authorisation and instructions.
4. Pack the item securely and ship it to the address provided. Returns sent without prior authorisation may not be accepted.

4. Return Shipping Costs

If the return is due to our error (wrong item sent, defective product), we will cover the return shipping cost. For all other returns (change of mind, ordered wrong part), the return shipping cost is the customer's responsibility.

5. Refunds

Once we receive and inspect the returned item we will notify you by email. If approved, a refund will be processed within 7 business days to your original payment method. Note that:

• Original shipping charges are non-refundable unless the return is due to our error.
• M-Pesa refunds may take up to 3 business days to reflect in your account depending on your mobile provider.
• Card/PayPal refunds may take 5–10 business days depending on your bank.

6. Exchanges

If you need a different part (e.g. wrong size), follow the same return process and indicate you want an exchange. Subject to stock availability, we'll dispatch the replacement once we receive the original item.

7. Defective or Incorrect Items

If you receive a defective or incorrect item, contact us within 48 hours of delivery at info@gtihaus.co.ke with your order number and photos of the item. We'll arrange a replacement or full refund including return shipping at no cost to you.

8. Warranty Claims

Warranty claims are handled separately from general returns. If a part fails within its stated warranty period under normal use, contact us with your order details and a description of the fault. We will liaise with the supplier on your behalf. Note that warranty is void if a part has been incorrectly installed.

9. Contact

GTI Haus — Kings Serenity, Ongata Rongai, Kenya
Email: info@gtihaus.co.ke
Phone: (+254) 079-7490883

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