Shipping & Delivery Policy

1. Purpose and Scope

At Handerson Medical Supplies Limited, we are dedicated to ensuring safe, timely, and efficient delivery of all products purchased through our website www.handerson.co.ke or our authorized sales channels.

This Shipping & Delivery Policy outlines our delivery procedures, timelines, responsibilities, and customer obligations to ensure transparency and an exceptional experience from order placement to receipt.

This policy applies to all domestic shipments within Kenya and select international destinations where applicable.

2. Order Processing

3. Packaging and Handling Standards

We follow strict medical-grade packaging protocols to maintain product integrity, safety, and compliance with regulatory standards.

Each shipment is securely packed, labelled, and sealed to prevent damage, contamination, or tampering during transit.

Fragile or temperature-sensitive items are handled with additional care and appropriate packaging materials.

4. Shipment and Delivery Details

The shipment details summarize key information regarding your parcel, including:

• Sender and receiver information (names, contact numbers, and physical addresses)
• Order number and product description
• Pick-up and delivery instructions
• Tracking references and courier details

Our logistics team ensures all shipment documentation is accurate and compliant to avoid delays during transport or delivery.

5. Delivery Options

We offer several delivery methods tailored to customer needs and location:

6. Tracking and Status Updates

Once dispatched, customers receive a tracking number and a shipment confirmation notification via email or SMS.

You can track your order directly through the courier's tracking portal or by contacting our Customer Support Team for assistance.

Our support team will liaise with the courier and provide timely updates until resolution.

7. Delivery Timelines

Estimated delivery timelines (business days):

Please note that timelines are estimates and may vary due to factors beyond our control such as weather, road conditions, public holidays, or courier capacity.

8. Customer Responsibilities

To ensure smooth delivery, customers must:

• Provide accurate and complete delivery address and contact information.
• Ensure someone is available to receive the parcel at the delivery address.
• Inspect packages immediately upon receipt and report discrepancies within 24 hours.
• Retain original packaging for returns or claims where applicable.

Failure to provide correct information or availability at the delivery point may result in delays or additional re-delivery fees.

9. Risk of Loss and Transfer of Ownership

Ownership and risk of loss for products pass to the customer upon:

• Delivery confirmation by the courier, or
• Collection by the customer's authorized representative, whichever comes first.

Handerson Medical Supplies shall not be liable for loss, theft, or damage after successful delivery confirmation

10. Delays and Force Majeure

While we strive to meet all stated delivery timelines, certain events beyond our control may cause delays. These may include:

• Natural disasters, extreme weather, or accidents
• Government restrictions, strikes, or political unrest
• Courier network disruptions or customs delays

In such cases, we will notify affected customers promptly and make every reasonable effort to complete the delivery as soon as possible.

11. Damaged, Missing, or Incorrect Items

If your shipment arrives damaged, incomplete, or incorrect:

• Report the issue to our Customer Service team within 48 hours of receipt.
• Provide the order number, delivery note, and photographic evidence where possible.
• Upon verification, we will arrange for replacement, return, or refund in accordance with our Returns and Refunds Policy.

12. Third-Party Couriers

Handerson Medical Supplies partners exclusively with reputable and insured courier companies.

While we coordinate closely with them to ensure high-quality service, certain aspects of the delivery process may fall under the courier's operational control.

Customers are encouraged to contact both Handerson Medical Supplies and the courier for time-sensitive updates.

13. International and Cross-Border Shipping

For cross-border deliveries, compliance with export/import regulations, product restrictions, and customs declarations is mandatory.

Customers must ensure eligibility of their products for importation in their respective countries.

All associated duties, tariffs, and taxes are borne by the recipient unless otherwise stated.

14. Policy Review and Updates

Handerson Medical Supplies reserves the right to revise or update this Shipping & Delivery Policy at any time to reflect changes in logistics practices, legal requirements, or business operations.

All updates will be posted on our website with the latest effective date.

15. Contact Information

For assistance or clarification regarding this policy, please contact: