At The Hospital Warehouse, we strive to ensure you are fully satisfied with our products. All our products go through strict quality checks before dispatch. However, if there are issues with your order, you may be eligible for a return, exchange, or refund under the conditions below.
1. Eligibility for Returns & Refunds
You may request a full refund, credit note, or exchange if:
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You received a defective or damaged item.
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The ordered item(s) was lost or damaged during transit.
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The ordered item(s) was delivered past its expiry date.
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You received the wrong item, size, or model.
Important Notes:
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Items must be returned in their original packaging, unused, and unopened.
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A return request must be made within 24–48 hours of delivery.
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For hygiene and safety reasons, certain categories (e.g., consumables, opened medical devices, or products that may deteriorate quickly) cannot be returned unless defective, damaged, or expired.
2. Non-Returnable Items
We cannot accept returns if:
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You simply changed your mind.
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You bought the wrong product by mistake.
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The item has been opened, used, or damaged by the customer after delivery (unless defective).
3. Return Process
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Contact us within 24 hours of delivery via phone or email with your order number and reason for return.
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Once your return request is approved, you may:
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Return the item to our warehouse/store.
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Arrange courier return (customer bears return shipping unless the item was defective or wrong).
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Returned items will be inspected before a refund, replacement, or credit note is processed.
4. Refund Policy
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Approved refunds will be processed within 1–3 business days after inspection.
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Refunds are issued via your original payment method (e.g., M-Pesa, card, or bank transfer).
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If a credit note is issued, it will be available within 24 hours of approval.
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Refund requests must be made within 48 hours (2 days) of initial payment.
5. Exchange Policy
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Eligible items can be exchanged for another product of equal or higher value (customer pays the difference if applicable).
6. Cancellation Policy
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If you need to cancel an order, please do so within 2 hours of placing the order by contacting us.
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Orders already shipped cannot be canceled but may be eligible for return/refund as per this policy.
7. Contact Us
For returns, refunds, or inquiries, please contact us:
+254 722 616 691 / +254 721 709 709
lucia@thehospitalwarehouse.com| thehospitalwarehouse@gmail.com
We are here to assist you!