Returns and Refunds Policy

At Medocal Limited, we strive to ensure your complete satisfaction with our products. Our authentication process guarantees that the products delivered to you are of the highest quality. However, if you are not satisfied, we offer a comprehensive returns and refunds policy based on the conditions listed below.

Conditions for Returns and Refunds

We will provide a full refund or credit note if:

• You received a defective item.
• The ordered item(s) is lost or damaged during transit.
• The ordered item(s) is past its expiry date.

If you encounter any of the above issues, you must return the product for a full refund, credit note, or exchange. Items must be returned in their original packaging and in an unused state. Please retain the receipt emailed to you or included inside your package.

We will not accept a return request resulting from a change of mind or the picking of a wrong product from Medocal Limited. We recommend you inspect your order as soon as it is delivered, as we cannot accept returned products that have been opened or used unless they are defective.

Items should be returned within 48 hours. Any products you wish to return must be in the original packaging and unopened. If the product to be returned does not meet these conditions, we will be unable to offer a refund.

Non-Refundable Conditions

You will not be eligible for a refund or credit note if:

• You simply change your mind.
• You bought an item by mistake.

How to Request a Refund/Credit Note

To request a refund, email us your order details at sales@medocal.co.ke, including the reason for your request. We take customer feedback seriously and use it to continuously improve our service quality.

For any queries, contact our help desk at +254 731 407 049, email us at sales@medocal.co.ke, or reach out to our customer support executives through online chat. We are here to assist you.

Processing Refunds

Should you be entitled to a credit note, it will be emailed to you within two (2) working days of the receipt and resolution of a valid complaint as outlined in our refund policy during operating hours.

Refunds will be processed through your original method of payment. We will only process refund requests received within two (2) working days of receiving the written refund request. The reversal into your account will be subject to your payment provider’s refund policy.

Cancellation Policy

If you need to cancel an order, please do so within 2 hours of placing the order. You can cancel by calling our help desk at +254 731 407 049, emailing us at sales@medocal.co.ke, or contacting our customer support executives through our online chat.

Thank you for choosing Medocal Limited. We are committed to ensuring your satisfaction and appreciate your understanding and cooperation with our policies.