Refund, Returns and Exchange Policy

254 Bikes

At 254 Bikes, we value customer satisfaction and strive to ensure that every purchase meets your expectations. We are committed to supplying quality bicycles, bicycle accessories and related products.

This Refund, Returns and Exchange Policy explains the conditions under which customers may request a return, exchange or refund for purchases made through https://254bikes.co.ke/.

1. Eligibility for Returns and Exchanges

Customers may request a return or exchange if:

  • The product arrives defective or damaged.
  • The product received is different from the product ordered.
  • The product does not match its description or advertised specifications.
  • The product has a manufacturing fault identified upon delivery or during an applicable warranty period.

Please notify us within 48 hours of receiving your order if the product arrives damaged, defective or incorrect.

To support your request, provide:

  • Your order number or proof of purchase.
  • The product name.
  • A description of the problem.
  • Clear photographs or videos showing the defect or damage, where applicable.

Products must be returned with their original accessories, supplied components and packaging where reasonably possible.

2. Exchanges for Defective, Damaged or Incorrect Products

If a bicycle or accessory is confirmed to be defective, damaged or incorrectly supplied, 254 Bikes will assess the issue and offer an appropriate resolution.

Depending on the circumstances and product availability, we may:

  • Replace the product with the same model.
  • Offer an alternative product of equivalent value, subject to customer agreement.
  • Provide a refund if a suitable replacement is unavailable.

We will communicate the available resolution to the customer before proceeding.

3. Refunds

Refunds may be issued under the following circumstances:

  • An order is cancelled before dispatch and payment has already been made.
  • An ordered product is unavailable or out of stock.
  • A product is confirmed to be defective or damaged and no suitable replacement is available.
  • An incorrect product has been delivered and a replacement cannot be arranged.
  • A return is approved under this policy or applicable consumer protection laws.

Refund Processing Time

Approved refunds are generally processed within 5–10 business days after approval and confirmation of the refund details.

The actual time taken for the funds to reflect in the customer’s account may depend on the payment provider or financial institution.

Refunds will normally be issued through the original payment method where possible. Alternative arrangements may be agreed with the customer.

Cash on Delivery (Pay on Delivery)

For Cash on Delivery orders, customers are not charged until payment is collected. If a customer has already made a payment, any approved refund will be processed following inspection and approval of the return.

4. Items Not Eligible for Return or Refund

Returns may be declined where:

  • The product has been damaged through misuse, negligence, accidents or improper handling after delivery.
  • The product has been modified, tampered with or repaired by an unauthorized person.
  • Parts, accessories or components supplied with the product are missing due to customer handling.
  • The product shows damage caused by improper assembly, maintenance or use contrary to the manufacturer’s instructions.
  • The customer changes their mind after receiving and accepting a correctly supplied product, except where otherwise required by applicable law.

This section does not exclude valid claims involving manufacturing defects, incorrect descriptions, faulty products or other rights protected by applicable consumer protection laws.

5. Return and Refund Process

To request a return, exchange or refund:

  1. Contact 254 Bikes within 48 hours of receiving a damaged, defective or incorrect product.
  2. Provide your order number, product name and reason for the request.
  3. Attach photographs or videos showing the issue, where applicable.
  4. Our support team will review your request and provide return instructions.
  5. Return the product using the agreed return method.
  6. Once the product has been received and inspected, we will communicate the outcome and the next steps.

Please do not send products back without first contacting our support team and receiving return instructions.

6. Delivery and Return Shipping Costs

  • For confirmed defective, damaged or incorrectly supplied products, 254 Bikes will cover the reasonable return delivery costs.
  • For approved change-of-mind returns, where applicable, the customer is responsible for return delivery costs unless otherwise agreed or required by law.
  • Original delivery charges are generally non-refundable once an order has been dispatched, except where a refund of those charges is required by applicable law or the circumstances of the approved claim.
  • If an order is cancelled before dispatch, any delivery charges already paid will be refunded where applicable.

7. Order Cancellations

Customers may request cancellation before an order is dispatched by contacting our support team.

If payment has already been received, an eligible refund will be processed within 5–10 business days after cancellation approval.

Orders that have already been dispatched may be subject to the applicable return conditions in this policy.

8. Product Inspection and Warranty

All returned bicycles and accessories may be inspected to establish the reason for the return.

Where a product is covered by a manufacturer’s warranty or a warranty provided by 254 Bikes, the applicable warranty terms will apply.

Warranty coverage does not extend to damage caused by accidents, misuse, unauthorized modifications, improper maintenance or normal wear and tear.

Nothing in this policy limits any mandatory consumer rights provided under Kenyan law.

9. Contact Us

For questions, return requests, exchanges or refund assistance, please contact us:

254 Bikes

We appreciate your trust in 254 Bikes and look forward to serving you.