0708 400 900Mon–Sat: 8:00 AM – 6:00 PM
Equimed Supplies

Return & Refund Policy

Last updated: 2026. We want every customer to be confident in their purchase.

7-day return window

Most items can be returned within 7 days of delivery in their original, unused condition with all packaging and accessories.

Manufacturer warranty

Equipment covered by a manufacturer warranty (e.g. monitors, concentrators, autoclaves) is repaired or replaced per the warranty terms.

Refunds

Approved refunds are issued via the original payment method (M-Pesa, bank transfer or card) within 3–7 business days of receipt of the returned item.

Non-returnable items

For hygiene and safety reasons, single-use consumables, opened sterile packs, custom orders and personal-care items are non-returnable.

How to start a return

  1. Contact us within 7 days of delivery on 0717 850 850 or email equimedsupplies254@gmail.com with your order number and reason for return.
  2. We will confirm whether your item qualifies and share return instructions, including the drop-off / pickup option.
  3. Pack the item securely in its original packaging with all accessories, manuals and a copy of the invoice.
  4. Once we receive and inspect the item, we issue a replacement, store credit, or refund as agreed.

Damaged or wrong items

If your order arrives damaged, defective or different from what you ordered, please notify us within 48 hours of delivery with clear photos. We will arrange a free replacement or full refund — at no extra cost to you.

Return shipping costs

If the return is due to our error (wrong item, damage in transit, defect), Equimed Supplies covers the return shipping. For change-of-mind returns, the customer covers return shipping and any original delivery cost is non-refundable.

Large equipment & installations

Large installed equipment (e.g. autoclaves, refrigerators, examination tables) can only be returned if unused and uninstalled. Once installed and commissioned, manufacturer warranty terms apply instead of a return.

Contact

Need help with a return? Call 0708 400 900 / 0717 850 850, WhatsApp 0717 850 850, or visit Pramukh Plaza, Sheikh Karume / Munyu Rd, Nairobi CBD.