Refunds and returns

Last updated 28 August 2026. This is our own policy. Nothing on this page limits your rights under EU consumer law (Directive 2011/83/EU and Directive (EU) 2019/771).

Our voluntary 15-day returns policy

You have 15 days from delivery to return an item for an exchange or a refund. It has to come back unused, uncut and in its original packaging with everything that came with it, and we check returns when they arrive.

Under this voluntary policy, refunds exclude the original delivery charge, and you pay the postage to send it back unless the item was faulty or we sent the wrong thing. These conditions do not restrict the statutory rights below.

Please email us before you send anything, so it goes to the right place and gets credited to your order.

Your statutory withdrawal rights

Where EU withdrawal rights apply, you can notify us of your decision to withdraw within 14 days of delivery without giving a reason or paying a cancellation fee. You then have 14 days to send the goods back. We refund the goods and standard outward delivery costs; an optional delivery upgrade need not be refunded. You pay return postage unless we agreed otherwise or the goods are faulty. Statutory exceptions may apply, such as certain unsealed hygiene goods. Our voluntary unused-item and packaging conditions do not override these rights.

See the European Commission's withdrawal guidance for details. National law may provide additional protection.

Faulty, damaged or not what you ordered

This part is different and it is not limited to 15 days. If something arrives faulty, damaged or not as described, tell us within 30 days and we will put it right at no cost to you: a replacement or a refund, and we pay the return postage.

Under EU consumer law (Directive 2011/83/EU and Directive (EU) 2019/771) goods have to be as described and fit for the purpose they are sold for. If they are not, that is our problem to fix, and no wording on this page changes it.

Damaged in transit

Email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of anything.

Missing items, or the wrong thing sent

Tell us and we will fix it. If the parcel never arrives, arrives with parts missing, or contains something you did not order, that is ours to resolve and it costs you nothing.

Cancelling an order

Contact us as soon as possible to stop or change an order before dispatch. Our operational request is to contact us within 12 hours, but this does not shorten any statutory withdrawal period. If dispatch cannot be stopped, we will explain how to return the goods.

The store's voluntary cancellation terms specify a 12.5 per cent service and processing fee after payment. This fee does not apply when you exercise a statutory right to withdraw, or when we cancel the order. No processing deadline removes your statutory rights.

Everything here is a stock item

Clearance pricing alone does not exclude a purchase from returns. Check the product details and the applicable statutory exceptions rather than assuming every product has the same return conditions.

If you are unsure about a product's size, specifications or suitability, email theteam@clearancewarehouse.co.ke before ordering and we can help you check the details.

How to return something

Email theteam@clearancewarehouse.co.ke with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case.

We process refunds within 24 to 48 hours of the goods arriving back. Payment providers usually take a few more working days to show the money on your statement. Refunds go back to the payment method you used, or can be held as credit against a future order if you would rather.

If you are unhappy with how we handled it

Email theteam@clearancewarehouse.co.ke with your order number and the word "complaint" in the subject, and a person will look at it again from the start.