Refund & Return Policy

Every item we supply is genuine and sourced for durability and safety. If something arrives faulty, damaged or not as confirmed on your order, tell us within 7 days of delivery and we will make it right.

To be eligible for a return, the item must be unused, in its original packaging, and accompanied by your order confirmation or invoice.

For infection-control and patient-safety reasons we cannot accept returns of sterile or single-use consumables once the packaging has been opened, nor of items that have been used, including gloves, masks, gowns, syringes, dressings, sutures, catheters and similar goods. Made-to-order and specially sourced equipment is exempt unless it arrives faulty or damaged.

Manufacturer warranty is honoured on eligible equipment. The warranty period and terms are confirmed with your quotation and printed on your invoice.

If a covered item develops a fault during the warranty period, message us on WhatsApp or call. We will arrange inspection, repair or replacement with the manufacturer or our service team. Faults caused by misuse, unauthorised repair or lack of maintenance are not covered.

Once your return is received and inspected, we will confirm whether it is approved. Approved refunds are sent to the original method of payment, whether M-Pesa, bank transfer or facility invoice credit note.

We replace items that are defective or damaged on arrival. Message us on WhatsApp with your order number and clear photos, and we will arrange the replacement. Where you need to send the item back, address it to:

• Where the return is due to our error or a fault, we cover the return courier cost.
• For other approved returns, return shipping is paid by the buyer and deducted from any refund.
• Please pack equipment securely in its original packaging. Delivery time for replacements varies by county.
• For higher value equipment, we recommend a trackable courier service or transit insurance.

Equipment that has been installed or commissioned by our team is covered by the manufacturer warranty and our after-sales service rather than by return. Orders supplied on LPO or facility invoice follow the terms agreed in the LPO. Contact us if you need these terms confirmed.