Return, Exchange and Refund Policy

Fair and Transparent Return Procedures

Introduction

At Mnm Medical Supplies, we strive for complete customer satisfaction. This policy outlines our procedures for returns, exchanges, and refunds while ensuring compliance with health and safety regulations for medical products.

Important: Due to the nature of medical products, certain items have restricted return eligibility for health and safety reasons.

General Return Policy

Return Period

14 Days from delivery date for eligible items

7 Days for medical devices and equipment

Return Conditions

  • Original packaging intact
  • All tags and labels attached
  • Unused and in original condition
  • Proof of purchase required

Return Process

  1. Contact customer service
  2. Receive return authorization
  3. Package items securely
  4. Return to our address

Eligible vs Non-Eligible Returns

✅ Eligible for Return

  • Faulty or defective products
  • Wrong item delivered
  • Damaged during shipping
  • Unopened consumables
  • Non-medical accessories
  • Mobility aids (unused)
  • Clinic furniture (unassembled)

❌ Not Eligible for Return

  • Opened medical consumables
  • Personal protective equipment (PPE)
  • Sterile medical products
  • Prescription medical devices
  • Customized or special orders
  • Products without original packaging
  • Items damaged by misuse

Health & Safety Notice: For hygiene and safety reasons, certain medical products cannot be returned once opened or used.

Exchange Policy

Exchange Conditions

Size/Color Exchange

Available within 7 days for eligible non-medical items

Faulty Item Exchange

Immediate replacement for defective products

Wrong Item Exchange

We cover return shipping for our errors

Exchange Process: Contact us within 7 days of delivery. Exchanges are subject to product availability.

Refund Policy

Full Refunds

  • Faulty products
  • Wrong items delivered
  • Damaged during shipping
  • Cancelled orders before shipping

Partial Refunds

  • Minor packaging damage
  • Customer-initiated returns
  • Restocking fees may apply

No Refunds

  • Non-returnable medical items
  • Used or opened products
  • Customized orders
  • Change of mind (non-eligible items)

Refund Methods and Timelines

Refund Processing

3-5

Business Days
Refund processing time

1-2

Business Days
M-Pesa refunds

5-7

Business Days
Bank transfer refunds

Refund Method: Refunds are issued using the original payment method. Cash on delivery orders will be refunded via M-Pesa or bank transfer.

Return Shipping

Shipping Responsibility

We Cover Shipping

  • Faulty products
  • Wrong items sent
  • Damaged deliveries

Customer Covers Shipping

  • Change of mind
  • Size/color exchanges
  • Non-defective returns

How to Initiate a Return

1

Contact Us

Call, WhatsApp, or email with your order details

2

Get Authorization

Receive return authorization number

3

Package Items

Secure packaging with original materials

4

Ship to Us

Return to our Nairobi address

Returns Support

For returns, exchanges, or refund inquiries:

Phone: +254 110962670

WhatsApp: +254 110962670

Email: support@mnmmedicalsupplies.co.ke

Returns Address: Gaberone Plaza, Shop F8, Gaberone Road, 9th floor, Nairobi CBD, Kenya

Business Hours: Monday - Friday: 8:00 AM - 5:00 PM | Saturday: 9:00 AM - 2:00 PM

Policy Updates

This return policy may be updated to reflect changes in regulations or business practices. Significant changes will be communicated to customers.

Last Updated: December 2024