At Medisuites Supplies Limited, we are committed to ensuring timely delivery and customer satisfaction. This Shipping & Returns Policy outlines how we handle order deliveries, returns, and related concerns.
1. Shipping Policy
Order Processing
Orders are processed after confirmation of payment.
Order processing typically takes 1–2 business days, excluding weekends and public holidays.
Customers will be notified once their order is ready for dispatch.
Delivery Areas
We deliver within Nairobi and across Kenya.
Delivery timelines may vary depending on location and availability of products.
Delivery Timeframes
Nairobi: Same-day or next-day delivery (where applicable)
Outside Nairobi: 2–5 business days via courier or agreed transport service
Delivery timelines are estimates and may be affected by factors beyond our control, such as weather, courier delays, or public holidays.
Shipping Charges
Delivery charges vary based on location, order size, and delivery method.
Shipping costs will be communicated and agreed upon before dispatch.
2. Order Verification
To ensure accuracy and security, we may contact you to confirm order details before dispatch. Please ensure that your contact and delivery information is correct at the time of ordering.
3. Returns Policy
Due to the nature of medical equipment and healthcare products, returns are subject to the following conditions:
Eligible Returns
Returns may be accepted if:
The item delivered is incorrect
The item is damaged or defective upon delivery
The product does not match the confirmed order
All return requests must be reported within 24–48 hours of delivery.
Non-Returnable Items
For health and safety reasons, the following items are not eligible for return:
Used or opened products
Consumables and disposable medical supplies
Products damaged due to misuse or improper handling
4. Return Process
To initiate a return:
Contact us with your order details and reason for return
Provide clear photos (where applicable)
Our team will assess and advise on the next steps
Approved returns must be in original packaging and in unused condition.
5. Refunds & Replacements
Approved refunds will be processed via the original payment method or as store credit, depending on the case.
Replacements will be issued for eligible items subject to stock availability.
Refund processing timelines may take 5–10 business days after approval.
6. Cancellations
Orders can only be cancelled before dispatch. Once an order has been shipped, cancellation is not possible.
7. Contact Information
Medisuites Supplies Limited
Nairobi, Kenya
Phone: (+254) 718 820 924
Email: info@medisuitessupplieslimited.co.ke