Return Policy
Our comprehensive return and refund policy for your peace of mind
Return Window
Return period starts from the date of delivery. Items must be returned in original condition with all packaging, manuals, and accessories.
What Can Be Returned
Eligible for Return
- • Electric fireplaces (unused, original packaging)
- • Fireplace accessories and decorative items
- • Media wall components (uninstalled)
- • Defective or damaged items
- • Items not matching description
- • Wrong items delivered
NOT Eligible for Return
- • Installed gas fireplaces
- • Custom-built or modified items
- • Items damaged by customer misuse
- • Wood burners (due to safety regulations)
- • Items without original packaging
- • Used or damaged items (non-defective)
How to Return an Item
Contact Us
Call +254 727 666 447 or email info@cluefireplaces.com to initiate a return
Get Return Authorization
Receive a Return Authorization (RA) number and return instructions
Package Item
Pack item securely in original packaging with all accessories and documentation
Ship or Drop-off
Either ship the item back (at your cost) or drop-off at our showroom
Refund Information
Refund Processing Times
Refund Conditions
- • Full refund for defective or wrong items
- • Full refund minus shipping costs for standard returns
- • Customer pays return shipping unless item is defective
- • Restocking fee may apply to large items (15% of item value)
- • Installation fees are non-refundable
Exchange Policy
We offer exchanges for different sizes, colors, or models within the same product category, subject to availability and price differences.
Exchange Conditions:
- • Must be within 14 days of delivery
- • Item must be in original condition
- • Price difference (if any) must be settled
- • Exchange shipping costs apply
Important Notes
• Safety First: Gas fireplaces and wood burners cannot be returned once installed due to safety regulations
• Custom Orders: Custom-built or specially ordered items are final sale unless defective
• Seasonal Items: Seasonal promotions may have different return terms
• Warranty Claims: Defective items may be subject to manufacturer warranty instead of return
• Return Authorization Required: All returns must have prior authorization - unauthorized returns will be refused
• Condition Assessment: Returned items are inspected upon receipt to determine refund eligibility
Need Help with Returns?
Our customer service team is here to help with your return or exchange:
Phone: +254 727 666 447
Email: info@cluefireplaces.com
Monday - Friday: 9:00 AM - 5:00 PM
Saturday: 9:00 AM - 1:00 PM
Sunday: Closed