Return & Exchange Policy

Our approach

We want you riding something that fits and works. If something is wrong, talk to us — bring the item and your order number to any branch, or get in touch and we will sort it out. This policy sets out what you can expect. It sits alongside your statutory rights under the Consumer Protection Act, 2012, which nothing here takes away.

If you change your mind

Return an item within 7 days of delivery or collection and we will exchange or refund it, provided it is:

unused and unridden, in the condition you received it;
in its original packaging, with labels, tags and manuals included;
complete, with any bundled or promotional item returned as well; and
accompanied by proof of purchase — your order number, confirmation email or receipt.

Delivery charges already paid are not refunded on a change-of-mind return, and getting the item back to us is at your cost unless it is faulty or we sent the wrong thing.

What we cannot take back

Pre-loved bicycles, which are sold in used condition as described in their refurbishment notes.
Custom-built bicycles and wheels, and anything cut, drilled or built to your specification.
Opened consumables — lubricants, sealants, cleaning products, nutrition and similar.
Helmets, protective equipment, base layers and other apparel once worn or with tags or seals removed, on hygiene and safety grounds.
Gift cards and vouchers.
Items damaged after delivery through use, accident, neglect or unauthorised modification.
Anything already fitted, used or ridden — a bicycle that has been ridden is a used bicycle.

None of these exclusions apply where the item turns out to be faulty.

Damaged in transit

Check your order on arrival. Report transit damage within 48 hours with photographs of the item and its packaging and we will arrange a replacement, repair or refund at no cost to you. Keep the packaging until the claim is settled.

Faulty items and warranty

If something fails through a manufacturing or material defect, bring it to a branch. Our workshop assesses it and, depending on what we find, we repair, replace or refund it. Where a manufacturer warranty applies we handle the claim with the supplier on your behalf, and the manufacturer terms and period govern that claim.

Warranty does not cover:

normal wear items — tyres, tubes, brake pads, chains, cassettes, cables, bearings, grips and bar tape;
damage from crashes, misuse, stunt or competition riding, or overloading;
damage from poor maintenance, corrosion or storage;
work or parts fitted elsewhere, or modifications we did not carry out; and
bicycles used commercially — for hire, delivery or courier work — unless bought for that purpose.

Regular servicing keeps a warranty valid, so keep your service records and booking numbers.

Exchanges

Exchanges depend on stock at the branch handling the return. Where the size or colour you want sits at another branch we can usually transfer it in. If the replacement costs more you pay the difference; if it costs less we refund the difference to your original payment method.

How to start a return

Contact us on +254 727 767 676, by email at info@ahtraminternational.com, or on WhatsApp, quoting your order number and what is wrong.
We confirm whether to bring the item to a branch or whether we will arrange collection.
Send or bring the item with its packaging, accessories and proof of purchase.
We inspect it, tell you the outcome, and process the exchange or refund.

You are equally welcome to walk into any branch with the item and your order number — no appointment needed.

Refunds

Approved refunds go back through Paystack to the card or mobile-money account used to pay. We cannot refund to a different account or in cash.
Refunds are processed within 7–14 working days of approval; how long the money then takes to appear depends on your bank or mobile-money provider.
Where only part of an order is returned, the refund covers the returned items.
We email you when a refund is issued, and your order record is updated to show it.

Loyalty points and promotional codes on a refund

Points earned on a refunded order are reversed. If those points have already been spent, the balance may go negative until it is earned back.
Points you redeemed against a refunded order are credited back to your balance.
A promotional code used on a refunded order is not automatically reissued; ask us and we will look at it case by case.
Where a partial return takes an order below the minimum value a promotional code required, the discount may be recalculated against the items you kept.

Cancelling an order

Contact us as soon as you can. An order can be cancelled and refunded in full at any point before dispatch. Once it has been dispatched, treat it as a return under this policy. We may also cancel an order ourselves — and refund it in full — where stock, pricing or payment verification requires it.

Service bookings

Cancel or reschedule with reasonable notice, at least 24 hours where you can, and there is nothing to pay.
Estimates given at booking are indicative. If the inspection changes the picture we tell you before doing the work, and you are free to decline it and collect the bicycle.
If a fault we worked on recurs within 14 days of the service, bring the bicycle back and we will re-inspect and rectify our work at no charge.
That does not cover new faults, crash damage, or parts that have reached the end of their life.
A bicycle not collected within 14 days of being reported ready may attract a storage charge.

Bike hire

Cancel a confirmed hire with reasonable notice and any deposit is returned in full.
Deposits are refunded after the bicycle is returned and checked. We may deduct the cost of repairing damage beyond fair wear and tear, or of replacing a bicycle that is not returned.
A hire period that has already started is not refunded if you bring the bicycle back early.

Event tickets

If we cancel an event, ticket holders are refunded in full.
If we reschedule, your ticket carries over to the new date. Tell us if you cannot make it and we will refund you.
Otherwise tickets are non-refundable, because places are held and catering, marshalling and route costs are committed in advance.
Free registrations can be cancelled at any time — please do, so that someone else can take the place.
A ticket that has already been checked in at the event cannot be refunded.

If you are not happy with the outcome

Ask to speak to the branch manager. If it is still unresolved, contact customer service on +254 727 767 676 or info@ahtraminternational.com with your order or booking number and we will review it. Your statutory rights remain available to you throughout.

Last updated: 28 August 2026.