Delivery, payment and returns.
We hold stock in Dar es Salaam and bring in what we do not hold. Parts we have on the shelf you can pay for in our web shop or the app. For anything we bring in for you, you pay a 50% deposit, and the rest when it is here.
How long it takes.
What sets the timeframe is where you are and whether we already hold the part. In Dar es Salaam, a part we hold you can pay for online there and then, and we deliver it by boda the same day. Outside Dar es Salaam, we send parts by bus to towns upcountry, and they usually arrive in 2 to 4 days: message us before you pay, and we confirm the bus fee and the day they leave. A part we have to bring in takes longer: you pay a 50% deposit when you order, and the rest, with delivery, when it is here.
In our web shop you can pay the deposit for a part we bring in straight away. From the app or on WhatsApp, send us the request and we set up the order for you; you then pay by Lipa Number, or in our web shop if the order is on your Motarix account. If we cannot get the part, we cancel the order and refund everything.
Parts we hold · paid online
- Dar es Salaam
- Same day, by boda
- Upcountry
- Usually 2 to 4 days, by bus
In Dar es Salaam, delivery is charged on the value of the parts you are paying for, not on where in the city you are, and above a set order total it is free. Our web shop and the app show the fee in your cart and again on the checkout screen, before you pay. Upcountry, parts go by bus and usually arrive in 2 to 4 days; we agree the bus fee and the day they leave with you on WhatsApp before you pay.
| Parts you pay for | Delivery |
|---|---|
| Up to TZS 200,000 | TZS 20,000 |
| TZS 200,001 – 400,000 | TZS 40,000 |
| TZS 400,001 – 800,000 | TZS 50,000 |
| TZS 800,001 – 1,000,000 | TZS 60,000 |
| Above TZS 1,000,000 | Free |
Parts we bring in · 50% deposit
- Brought in to order
- 5–20 days
Most brought-in parts arrive in 5 to 20 days. You pay a 50% deposit when you order and the rest, with delivery, when every part is here; the price shown when you order is the price you pay. The deadlines, the cancelling fees and the refunds are set out below. In our web shop they are labelled “Order-in · 5–20 days”.
Pay online, or by Lipa Number.
Prices are in Tanzanian shillings (TZS). Parts we have in stock can be paid for in full in our web shop or the app. For parts we bring in, you pay a 50% deposit when you order and the balance when they are here, by mobile money, card or Lipa Number. You are paying for physical parts delivered to your address, not for anything inside the app.
Mobile money or card
Checkout offers mobile money – M‑Pesa, Airtel Money, Mixx by Yas and HaloPesa – and card. With mobile money you type your number and approve the request on your handset, so we never see your PIN. Card payments open Stripe’s own payment form, and we never see or store your card number.
Lipa Number
For parts we bring in, pay to Lipa Number 38013767, MOTARIX AUTOMOTIVE, from your M‑Pesa, Mixx by Yas, Airtel Money, HaloPesa or T‑Pesa menu. You do not need to type any code or order number. We find your payment on our bank statement by the phone number, the amount and the time.
The total before you tap
The cart shows the parts total and the delivery fee, and the checkout screen shows the subtotal, the delivery and the total you are about to pay. Paying in our web shop or the app also needs an account with an email address for your receipt, plus a name, a phone number for the rider and an area.
A person, not a form
A question about an order, or about a part we bring in? Message us on WhatsApp: there is always someone to ask if something is not clear.
Parts we bring in to order
Parts marked Order-in are brought in for you, and most arrive in 5 to 20 days. The price shown when you order is the price you pay.
- Deposit: you pay 50% of the price of the parts when you order, within 48 hours, or the order cancels itself and anything you paid comes back to you.
- Balance: when every part is here, you pay the rest plus delivery within 48 hours. If you do not, the part goes on our shelf and the 40% fee applies: we keep 40% of what you paid and send the rest back (no fee for a part that came late, below).
- Cancelling: message us. Before we order the part from our supplier, we keep 10% of what you paid; after, 40%. If you cancel one part of several, the fee is on that part only.
- Late or unavailable: if the part is not here within 20 days of your deposit, you can cancel and get everything back, even after it arrives, until you pay the balance. If we cannot get the part, we refund everything.
- Refunds after a cancel, or of money paid above what was due: sent within 48 hours – card payments back to the card, Lipa Number and Mobile Money payments to the phone number you paid from. A part you return follows the returns rules below.
- One basket, two orders: parts in stock are paid in full and sent now; parts we bring in become their own deposit order, so that is two separate deliveries, and the delivery fee of each order is worked out on its own.
Returns
You can return a new part within 14 days of delivery. To be accepted it must be unused and in its original packaging – or it must be a wrong part we sent, or defective or damaged when it reached you. We do not exchange parts: to change a part for a different one, return it and place a new order.
What we cannot take back
- Parts that have been installed
- Fluids and oils once opened
- Electrical components that have been tested
Restocking fee
If you return an unused part in its original packaging because you changed your mind, a restocking fee applies: 20% of the product price for a part we had in stock, or 40% of the product price for a part we brought in for you, whose delivery fee is not refunded. A part you ordered by mistake, correct as supplied but for the wrong vehicle or the wrong specification, is a change of mind: unused and in its original packaging, it can come back within 14 days of delivery with this fee. There is no restocking fee when we sent the wrong part, or when the part is defective or damaged on arrival.
How to return
Contact us by email or WhatsApp within 14 days of receiving your order. Include your order number, the products you wish to return and the reason. We will respond within 2 business days with return instructions.
Returns are made in person at our address: 22 Sokoine Drive, Posta, Dar es Salaam, 11104, Tanzania. If you are outside Dar es Salaam, you may send the part to that address instead.
Who pays for the return
If the return is due to our error – wrong part sent, or a part defective or damaged on arrival – Motarix Automotive covers the cost of the return. If the return is for any other reason, such as a change of mind, bringing or sending the part back is at your cost.
Damaged or missing on arrival
If your order arrives damaged or items are missing, contact us within 48 hours of delivery with photos of the damage and packaging and we will arrange a replacement or refund promptly.
Refunds
Once we have received and inspected the return, we send the refund within 2 business days, to the original payment method, less the restocking fee where it applies. A card refund can take a few more days to appear, depending on your bank. A Lipa Number or Mobile Money refund is sent to the phone number you paid from. Shipping costs are not refundable unless the return is due to our error.
Warranty on parts
Parts carry the manufacturer’s own warranty. Once a part is installed, the manufacturer’s terms apply. Keep your invoice – you will need it for any claim, and we can re-send it if you have lost it.
Something not right?
Message us on WhatsApp at +255 669 712 521, call the same number or email hermes@motarixautomotive.com. Tell us the part number and what happened, and we will sort it out.
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