Returns & Refunds

Unless an item is faulty or was damaged on arrival, items must be returned in new, unused, saleable condition with their original tags and packaging. Once we receive an item, our team inspects it before processing the return.

Items returned in used or damaged condition, or outside the windows below, may not be eligible for a refund or credit.

• In-store (our Nairobi shop): within 24 hours of purchase, with a valid receipt or proof of purchase.
• Online, within Kenya: within 3 days of the delivery date.
• Online, international: see "Your statutory rights" below — you may have a longer cooling-off period.

For approved change-of-mind returns within Kenya, refunds are issued as store credit, which can be used towards another product of similar value. Any shipping and handling fees may be deducted unless the return is our fault.

Faulty, damaged or wrongly-supplied items are refunded to your original payment method (M-Pesa to the paying number; card/Pesapal via Pesapal) or replaced — your choice.

All items are eligible for return except:

• Clearance and final-sale items;
• Special-order and custom / embroidered items;
• Hygiene-sealed consumables (e.g. opened gloves, dressings or first-aid contents) — returnable only if unopened or faulty.

We may decline a return that doesn't meet these criteria, at the discretion of store management.

Contact us at returns@kikismedsupplies.com or WhatsApp +254 740 928 234 to request a return authorisation. Include your order number (e.g. KMC-XXXXX) and the reason for return. Returns shipped without authorisation may not be accepted. Please allow up to 10 business days for your refund or credit to be processed once we receive the item.

For items that are faulty, damaged, or sent in error, we cover return shipping (we'll provide a pre-paid label or arrange collection). For change-of-mind returns, return shipping is paid by the customer.

Nothing in this policy limits rights you have under the law that applies to you. In particular, if you are a consumer buying online from the EU or UK, you generally have the right to cancel your order within 14 days of receiving it and to receive a refund to your original payment method — not only store credit — subject to the goods being returned in line with those laws. Faulty-goods rights under the Kenya Consumer Protection Act, 2012 and equivalent laws elsewhere also always apply.

If your local law gives you stronger rights than this policy, the law prevails. Contact us and we'll make sure you get what you're entitled to.

See our Shipping & Delivery policy for delivery details, or reach our support team any time — we're happy to help.