Return Policy
We stand behind the quality of our products. Here is how returns and exchanges work.
Last updated: March 23, 2026
Our Return Commitment
At KenPenz Auto Shop, customer satisfaction is our priority. We accept returns for defective products within 7 days of delivery. If you receive a damaged or faulty part, we will replace it or issue a full refund — no questions asked. For exchanges, we are happy to help you get the right part for your vehicle.
1. Defective Products
If you receive a product that is defective, damaged, or not functioning as described, you are entitled to a full refund or replacement. Contact us within 48 hours of delivery with photos of the defective item and your order number. We will arrange for a return pickup or exchange at no cost to you.
2. Return Window
Returns for defective products must be initiated within 7 days of delivery. After this period, returns may still be considered on a case-by-case basis, but we cannot guarantee acceptance. Please inspect your parts upon delivery and report any issues immediately.
3. Return Conditions
To be eligible for a return, the product must be in its original packaging with all tags and labels intact. Items that have been installed, modified, or show signs of use beyond initial inspection are not eligible for return. Electrical components that have been connected or tested are excluded from returns unless they arrived defective.
4. Exchanges
We accept exchanges for defective products or if you received the wrong part. If you ordered the wrong part for your vehicle, contact us and we will do our best to help you exchange it for the correct one. Exchange requests are subject to stock availability. Any price difference will be charged or refunded accordingly.
5. Non-Returnable Items
The following items cannot be returned: lubricants and additives that have been opened, custom-ordered parts sourced specifically for your request, parts that have been installed or show signs of use, electrical components that have been connected to a vehicle, and items returned after the 7-day return window.
6. How to Initiate a Return
To start a return, contact us via phone (+256 702 680 945) or email (deniskenneth3@gmail.com) with your order number, the item you wish to return, the reason for the return, and photos if the item is defective. Our team will review your request and respond within 24 hours with return instructions.
7. Refund Process
Once we receive and inspect the returned item, we will process your refund within 3-5 business days. Refunds are issued to the original payment method — mobile money (MTN MoMo, Airtel Money), bank transfer, or cash. You will receive a confirmation once the refund has been processed.
8. Shipping Costs for Returns
If the return is due to a defective product or an error on our part (wrong item shipped), we will cover all return shipping costs. If the return is for any other reason and is accepted at our discretion, the customer is responsible for return shipping costs.
Need to Return Something?
Contact us with your order number and details about the issue. We respond within 24 hours and will guide you through the return process.
Questions about returns?