Return and Refund Policy

At Mediplug Medical Supplies Kenya, we value our customers and strive to provide high-quality medical equipment and supplies. We understand that there may be instances where a return, exchange, or refund is necessary. This Return and Refund Policy outlines our guidelines to ensure a smooth and transparent process for our valued customers.

1. Return Policy

We accept returns under the following conditions:

  • A return request must be made within 48 hours from the time of delivery.
  • The item being returned must be in its original condition – unused, undamaged, and with all original packaging and accessories intact.
  • Products that are broken, damaged, or used will not be eligible for return.
  • The customer is responsible for the cost of returning the product to our premises.
  • To initiate a return, customers must notify us via email at sales@mediplugequipment.co.ke with details of the order, reason for return, and supporting images if applicable.
  • Once we receive the returned item and verify that it meets our return conditions, we will process an exchange or refund accordingly.

2. Refund Policy

  • Refunds will be processed within 7 days after we receive and inspect the returned product.
  • The refund will be issued through the original payment method used during the purchase.
  • Any shipping or handling charges incurred during the original purchase are non-refundable.
  • If the returned product does not meet our return criteria, we reserve the right to decline the refund request.

3. Exchange Policy

We accept exchanges under the following conditions:

  • The product must be returned within 48 hours of delivery.
  • The item should be in good condition – not broken, damaged, or used.
  • The exchange is subject to product availability. If the requested replacement is unavailable, the customer may opt for an alternative product of similar value or request a refund.
  • The customer bears the return shipping cost.
  • To initiate an exchange, the customer must contact us via sales@mediplugequipment.co.ke with the order details and reason for exchange.

4. Non-Returnable and Non-Refundable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Opened or used medical supplies.
  • Personalized or customized items.
  • Items marked as “Final Sale” or “Non-Returnable”.
  • Consumable medical products (e.g., syringes, bandages, test kits, etc.) unless received in a defective condition.
5. Damaged or Defective Products

If you receive a damaged or defective product, please follow these steps:

  • Report the issue within 24 hours of delivery via sales@mediplugequipment.co.ke.
  • Provide clear images or videos showcasing the defect or damage.
  • After review and approval, we will arrange for a replacement or refund at no additional cost to the customer.

6. Contact Us

For any return, refund, or exchange inquiries, please reach out to us at:

We appreciate your business and strive to provide the best service possible. If you have any questions regarding our Return and Refund Policy, feel free to contact us.

Mediplug Medical Supplies Kenya reserves the right to update or modify this policy at any time without prior notice. Please review this policy periodically for any changes.

Last Updated: 2025