We want you to be happy with your KenyaMeds order. This policy explains how returns, exchanges and refunds work.
1. Damaged, defective or incorrect items
If you receive a damaged, defective or incorrect product, contact us within48 hours of delivery on WhatsApp or+254 796 421 454 with your order number and photos. We will arrange a replacement or refund.
2. Change of mind
For hygiene and safety reasons, dietary supplements and personal care products can only be returned if they are unopened, in their original sealed packaging, and within7 days of delivery. Shipping costs for change-of-mind returns are the customer's responsibility.
3. Non-returnable items
Opened or used products, products with broken seals, and items that are not eligible due to health and safety regulations cannot be returned or refunded.
4. Refunds
Approved refunds are processed within 5–7 working days via the same method used for payment. We will confirm by WhatsApp or email once your refund is processed.
5. Exchanges
If you would like to exchange a qualifying item, contact us within the return window and we will arrange a replacement subject to availability.
6. How to start a return
Message us on WhatsApp at+254 796 421 454 with your order number, the reason for return, and clear photos where applicable. Our team will guide you through the next steps.