Refund policy

Return and Refund Policy

At Mediplug Equipment we want you to be completely satisfied with your purchase. If something is not right, you may return eligible items within 12 days of delivery.

Eligibility for returns

  • Items must be unused, in their original condition and in the original packaging with all accessories, manuals and warranty cards.
  • Proof of purchase (order number or receipt) is required.
  • Items that arrive defective, damaged or different from what you ordered are always eligible for return or replacement.
  • For hygiene and safety reasons, opened or used consumables (such as gloves, masks, diapers, syringes, catheters, reagents and other single-use items) cannot be returned unless they are defective.
  • Custom-ordered or specially imported equipment may only be returned if defective.

How to start a return

Contact us within 12 days of delivery by phone or WhatsApp on +254 743 586 275 (Muthaiga) or +254 743 586 023 (Westlands), or by email at info@mediplugequipment.co.ke. Share your order number, the item(s) you wish to return and the reason. We will confirm whether the item qualifies and how to send it back or have it collected.

Return shipping

  • If the item is defective, damaged or incorrect, Mediplug Equipment covers the cost of return delivery.
  • For change-of-mind returns, the customer covers the cost of returning the item to either of our branches.

Inspection and refunds

Once we receive and inspect the returned item we will notify you whether the return is approved. Approved refunds are processed within 7 business days to the original payment method (M-Pesa or bank). We do not charge a restocking fee. All refunds are made in Kenya Shillings (KES).

Exchanges

If you would prefer a different model, size or item, we are happy to arrange an exchange subject to stock availability. Any price difference will be charged or refunded accordingly.

Returns we may decline

  • Items returned after 12 days from delivery.
  • Items that are used, damaged by the customer, incomplete or without original packaging.
  • Items damaged through misuse, incorrect installation or failure to follow the manufacturer's instructions.

Warranty

Equipment covered by a manufacturer's warranty is handled according to that warranty. Contact us and we will help you with the claim and after-sales support.