Refund Policy

We stand behind PLUGFLAME. If something isn't right, we'll make it right — in line with the Consumer Protection Act, 2012.

Eligibility

• Item arrived damaged, defective, or different from what was ordered.
• Request made within 7 days of delivery.
• Item returned in original packaging and unused condition.

Non-refundable

• Items damaged by misuse, accidents, or unauthorised repairs.
• Items returned after 7 days.
• Delivery fees, unless the return is due to our error.

How to request a refund

1. Email info@plugflame.com or WhatsApp us at +254 115 313 455 with your order number and a photo of the issue.
2. We'll confirm within 1 business day and arrange a return collection in Nairobi (or instructions for upcountry).
3. Once we receive the item, the refund is processed via M-PESA reversal within 3–5 business days.

Exchanges

Prefer a different colour or a replacement instead of a refund? Just say so when you contact us.

Warranty claims

For defects that appear within the 6-month warranty window (see Terms), contact us for free repair or replacement.