Returns, Refunds, and Exchange Policy

1. General Policy Overview

Due to the sensitive nature of medical and healthcare products, not all items are eligible for return or refund. We comply with hygiene, safety, and quality control regulations to protect our customers and maintain product integrity.

Exceptions are made for cases involving manufacturing defects, damaged shipments, or incorrect orders.

2. Return Eligibility

To qualify for a return, the item must meet all of the following conditions:

• The item must be unused, unopened, and in its original, undamaged packaging.
• The product must include all accessories, manuals, seals, and labels as originally received.
• You must provide proof of purchase, such as a valid receipt, invoice, or order confirmation.
• The return request must be submitted within seven (7) calendar days from the date of delivery or collection.

3. Refund Eligibility

Refunds are applicable only under the following circumstances:

• You received a defective or damaged item not caused by misuse, mishandling, or improper storage.
• You received the wrong item, size, or quantity different from your order confirmation.
• The product does not match the description or specifications advertised on our website.

Once approved, refunds will be processed using the original payment method (e.g., M-Pesa, credit/debit card, bank transfer, cash, or cheque) within fourteen (14) working days, depending on the payment provider's processing policies.

Please note that shipping, delivery, and handling fees are non-refundable except where the return is due to an error on our part.

4. Inspection and Quality Verification

All returned items undergo a strict inspection and quality assurance process conducted by our technical and compliance team.

We reserve the right to:

• Reject returns that do not meet the eligibility criteria.
• Charge a restocking fee of up to 15% of the item's value for discretionary or non-defective returns.
• Issue a partial refund where only part of the returned goods is approved.

5. Procedure for Returns

To initiate a return or exchange:

1. Contact our Customer Support Team at +254746384973 within 7 days of receiving the product.
2. Provide your order number, product details, and the reason for return.
3. Our team will review your request and, if approved, issue a Return Authorization (RA) Number and instructions on how to ship or deliver the item back to us.

6. Damaged or Contaminated Products

If your product arrives damaged, defective, or contaminated, please notify us immediately—within 48 hours of delivery—and provide photographic or video evidence of the issue.

Upon verification, we will:

• Replace the item at no additional cost, or
• Offer a full refund, including reasonable return shipping costs

7. Exchanges

We may allow exchanges under the following conditions:

• The exchange request is made within seven (7) calendar days of receipt.
• The item is in new and unopened condition.
• The replacement item is of equal or lesser value (if higher, the price difference must be settled).
• Exchanges are subject to product availability and verification of return eligibility.

8. Custom, Bulk, and Special Orders

Orders that are customized, personalized, or placed in bulk quantities (e.g., institutional or hospital purchases) are non-refundable and non-exchangeable, except where the items are defective or shipped in error.

These orders are processed under specific contractual terms agreed upon prior to purchase.

9. Return Shipping

Customers are responsible for return shipping costs, unless the return is due to an error by Handerson Medical Supplies or a defective product.

We recommend using a trackable courier service and retaining proof of dispatch until your return is confirmed received by us.

Handerson Medical Supplies is not liable for any items lost or damaged in transit.

10. Timelines and Refund Confirmation

Once your returned item is received and inspected:

• You will receive an email or SMS notification confirming receipt of your return.
• We will inform you whether your refund, exchange, or replacement has been approved or rejected.
• Approved refunds will be processed within fourteen (14) business days, subject to your payment provider's processing time.

11. Exemptions and Limitations

Refunds and exchanges are not applicable under the following conditions:

• The product shows signs of use, tampering, or damage not caused during shipment.
• The item was purchased during a clearance sale or marked as non-returnable.
• The return request was initiated after the seven-day window.
• The product has expired while in your possession.

12. Legal and Regulatory Compliance

This policy complies with the Kenya Consumer Protection Act, Kenya Data Protection Act, and applicable medical device regulations. Nothing in this policy affects your statutory rights under applicable consumer protection laws.

13. Contact Us

If you have questions, concerns, or would like to initiate a return, refund, or exchange, please contact our dedicated support team:

14. Policy Updates

Handerson Medical Supplies reserves the right to revise or update this Returns, Refunds, and Exchange Policy at any time to reflect changes in our operational, legal, or business requirements. The latest version will always be available on our website. Customers are encouraged to review it periodically.