Refund & Return Policy

Regional Autoselections Ltd (“RAS”) aims to be transparent about when refunds are available and when they are not. Because motor vehicles are high-value, individually specified assets — and because import orders involve irrecoverable third-party costs — our refund policy is necessarily more limited than that of a standard retail business. Please read this policy carefully before placing a reservation deposit or confirming an import order.

This policy forms part of our Terms & Conditions and should be read alongside them. Nothing in this policy limits rights you may have under the Consumer Protection Act (Cap. 502A) of the Laws of Kenya.

1. Reservation Deposits

A reservation deposit is charged to hold a vehicle exclusively for you and remove it from active sale. If you withdraw from the purchase for reasons within your control, the deposit is forfeited in full as liquidated damages to compensate RAS for the opportunity cost of having held the vehicle off the market.

Exceptions — When the Deposit IS Refundable

A full refund of the reservation deposit will be issued in the following circumstances only:

• Material misrepresentation: The vehicle is found to differ materially from its listing in a manner that was not disclosed to the Customer prior to the deposit being paid. “Material” means a difference that a reasonable buyer would consider significant — for example, a major accident history not declared, a mileage discrepancy exceeding 15%, or a major mechanical defect not declared. Minor cosmetic variations are not considered material for this purpose.
• Import order cancelled by RAS: RAS cancels an accepted import order prior to vessel loading for reasons within RAS’s control (e.g., inability to source the specified vehicle within the agreed timeline, or RAS electing to cancel the order for commercial reasons). In this case, all amounts paid — including the deposit — are refunded in full.
• Financing denied through no fault of the applicant: Where a Customer has applied for vehicle financing through one of RAS’s partner institutions, and financing is denied solely due to the financier’s internal policies rather than inaccurate information provided by the Customer, RAS will refund the reservation deposit in full. The Customer must provide a formal decline letter from the financing institution. This exception does not apply where the Customer provided inaccurate information on their application, failed to supply required documentation within the agreed timeframe, or declined a financing offer on commercial grounds.

2. Import Orders

Import orders carry additional complexity because costs are incurred at each stage of the procurement and shipping process. The following refund rules apply to vehicles ordered specifically for a Customer on an import basis:

• Before vehicle is acquired at auction or dealer: If the Customer withdraws before RAS has purchased the vehicle, the deposit is forfeited as per Section 1. Any additional stage payments made will be refunded less any irrecoverable costs (e.g., inspection fees, agent fees) that have already been incurred.
• Vehicle fails pre-shipment inspection: If the specific vehicle purchased on behalf of the Customer fails the JEVIC or equivalent pre-shipment inspection conducted before loading onto the vessel, RAS will issue a full refund of all amounts paid (including the deposit) within 7–10 business days. RAS will simultaneously source a replacement unit if the Customer wishes to continue.
• After vehicle is loaded for shipping: Once a vehicle has been loaded onto a vessel, no refund of the purchase price or shipping costs is possible. Port clearance costs, duty assessments, and inland logistics costs incurred after arrival in Kenya are in all cases for the Customer’s account.
• Change in government import regulations: If changes to Kenya government import regulations (e.g., age restrictions, duty rates) render the ordered vehicle inadmissible to Kenya after the order is placed but before shipping, RAS will work with the Customer to identify a compliant alternative unit. If no acceptable alternative is found, all amounts paid will be refunded in full less any unrecoverable third-party costs already incurred and evidenced.

3. Standard Yard & Showroom Sales

For vehicles available in our Nairobi yard or showroom (i.e., vehicles that are physically present and not import-ordered), the following applies:

• No returns after ownership transfer: Once the vehicle has been handed over to the Customer and title transfer has been processed at NTSA, the sale is final and no right of return exists, except as provided below or as required by statute.
• Statutory defect (latent/hidden defect): Where a defect is discovered within 7 days of the handover date and can be demonstrated to have existed at the time of sale but was not — and could not reasonably have been — discovered during a pre-purchase inspection, the Customer may submit a written claim to RAS. RAS will investigate and, if the claim is upheld, will at its election either repair the defect at no charge, offer a partial price reduction, or in exceptional circumstances accept a return and issue a full refund. This provision does not apply to wear-and-tear items or defects that were declared in the listing or vehicle inspection report.
• Written warranty claims: Where a written warranty was provided at point of sale, warranty claims are handled in accordance with the terms of that warranty document and do not necessarily entitle the Customer to a refund or return.

Customers are strongly encouraged to conduct a thorough pre-purchase inspection — including a test drive and independent mechanical assessment — before completing any purchase. RAS will always facilitate such inspections prior to the handover.

4. Refund Processing Timeframes

Where a refund is approved under this policy, RAS will process payment within the following timeframes:

All refunds are made to the same payment method and account used for the original payment, unless otherwise agreed in writing. RAS does not issue cash refunds for amounts exceeding KES 100,000.

Processing times are calculated from the date RAS formally approves the refund in writing. Bank processing times are beyond RAS’s control — once RAS initiates the transfer, your bank may take an additional 1–3 business days to reflect funds in your account.

5. How to Request a Refund

To request a refund, please submit your claim in writing with the following information:

• Your full name and contact number as provided at time of enquiry or purchase.
• The vehicle make, model, and year (or import order reference number).
• The date and amount of payment.
• The grounds for the refund claim (with supporting documentation if applicable, e.g., finance decline letter, independent inspection report).
• Your preferred refund method and bank account details or M-Pesa number.

Refund requests should be submitted by email to info@regionalautoselections.com or via WhatsApp to +254 768 888 999. We will acknowledge receipt within 1 business day and provide a decision within 5 business days of receiving all required supporting information.