FAQs

📦 Ordering & Vehicle Compatibility

1. How do I ensure I am buying the correct part for my car?

The most reliable way is to provide us with your vehicle’s Chassis Number / VIN (Vehicle Identification Number), year of manufacture, and engine model. You can enter these details when browsing on our website or share them directly with our customer service team via WhatsApp before making a purchase.

2. What vehicle brands do you supply parts for?

We stock and source spare parts for a wide range of popular vehicle makes in Kenya, including Toyota, Nissan, Subaru, Honda, Mitsubishi, Isuzu, Mazda, Volkswagen, BMW, and Mercedes-Benz.

3. Do you sell original (OEM) or aftermarket parts?

We supply both! Our inventory includes OEM (Original Equipment Manufacturer) genuine parts, high-grade certified aftermarket brands, and quality-tested Ex-Japan pre-owned parts. Each product listing clearly specifies the type of part so you can choose what best fits your budget.

4. What is the difference between OEM, Aftermarket, and Ex-Japan parts?

• OEM: Manufactured by or directly for your car’s brand to exact factory specifications.

• Aftermarket: Produced by third-party manufacturers; offers high quality at a lower cost.

• Ex-Japan: Used original components imported from Japan, tested for low mileage and durability.

5. Can I order a part that is not listed on your website?

Yes! If a specific item is not currently listed online, contact our sales support with your vehicle details. We can source hard-to-find components, engine assemblies, or body panels through our network of local and international suppliers.

🚚 Shipping, Delivery & Store Pickup

6. Where do you deliver within Kenya?

We deliver nationwide. We offer fast door-to-door or parcel office delivery across Nairobi, Mombasa, Kisumu, Nakuru, Eldoret, Thika, Nyeri, and all major towns across Kenya using trusted local courier services.

7. How long does delivery take?

• Nairobi & Environs: Same-day delivery for orders placed before 2:00 PM.

• Other Counties / Nationwide: Standard delivery takes 24 to 48 hours depending on your location.

8. What are the delivery charges?

Delivery fees vary based on the package weight, dimensions, and your location. Delivery fees are calculated during checkout on our website, or communicated directly by our sales team prior to dispatch.

9. Can I pick up my order in person?

Yes! You can choose the Store Pickup option at checkout and pick up your items directly from our physical shop/warehouse location in Nairobi once your order confirmation is ready.

💳 Payments & Pricing

10. What payment options do you accept?

We accept M-Pesa (Paybill / Till Number), Direct Bank Transfers (EFT/RTGS), and major Debit/Credit Cards (Visa/Mastercard) through our secure payment gateway on excessautospareskenya.co.ke.

11. Do you offer wholesale or bulk discounts for mechanics and garages?

Yes. We offer special wholesale pricing and fleet management rates for registered auto repair workshops, corporate fleets, and bulk buyers. Contact our sales department to set up a trade account.

12. Are your listed prices inclusive of taxes?

Yes, all prices listed on our website are inclusive of standard Kenyan VAT (Value Added Tax) unless explicitly stated otherwise.

🛡️ Warranty, Returns & Exchange Policy

13. Do your auto spare parts come with a warranty?

Yes. Warranties vary depending on the product type:

• OEM & New Aftermarket Parts: Covered against manufacturing defects for specified periods (typically 3 to 6 months).

• Ex-Japan Assemblies: Covered by a startup/testing warranty.

• Note: Electrical items and general wear-and-tear components may carry specific limited conditions.

14. What is your return and exchange policy?

If you receive a defective part or an item that does not match your ordered specifications, you can request a return or exchange within 7 days of receipt, provided the part is unused, undamaged, and in its original packaging.

15. What happens if I buy the wrong part by mistake?

If you purchased an incorrect part due to personal error, we can exchange it for the correct item within 7 days. However, the item must be in resalable condition, and any additional delivery fees will be covered by the buyer.

16. How long does it take to process a refund?

Once returned items pass inspection at our warehouse, refunds are processed within 3 to 5 business days back to your original payment method (M-Pesa or Bank).

🔧 Technical Assistance & Services

17. Do you offer part installation services?

While we specialize primarily in supply and delivery, we have a network of recommended partner garages and certified mechanics in major towns across Kenya who can assist with professional installation.

18. Can you help me diagnose what part my car needs?

Our technical support team can assist in narrowing down the part based on your symptoms or mechanic’s diagnosis. However, we strongly recommend having a qualified technician inspect your vehicle first to ensure accurate ordering.

19. How do I track the status of my order?

Once your order is dispatched, you will receive an SMS or email notification containing your courier tracking details or direct driver contact information. You can also log into your account on excessautospareskenya.co.ke to view real-time updates.