Refund Policy

1. Authorization and Payment

By providing your payment card details, you confirm that you are authorized to use the card and permit Medserv Africa Limited to charge the full amount for:

• Prescription charges
• Postage and packing
• Any other applicable fees

Refunds, if applicable, will be processed using the original payment method.

2. Conditions for Full Refund or Credit Note

A full refund or credit note will be issued if:

• The purchase was paid for during the ordering process.
• You received a defective item.
• The product is recalled by us or the manufacturer.
• The item(s) was lost or damaged during transit.
• The item(s) is past its expiry date.
• The return of the purchased product is approved by Medserv Africa Limited.

3. Conditions Where Refund or Credit Note is Not Available

Refunds or credit notes will not be issued if:

• You change your mind.
• You bought a cold chain item by mistake.
• No communication is made within 48 hours of the issue.

Note: Each case will be evaluated at the discretion of Medserv Africa Limited.

4. How to Request a Refund or Credit Note

To request a refund, please email us your order details and the reason for the request. We value customer feedback and use it to improve our service quality.

5. Contact Information

For queries, contact our helpdesk at +254 786 474 414, email us at [email protected], or reach out via online chat. We’re here to help!

6. Credit Note Availability

If entitled to a credit note, it will be available in your MEDSERV account within 24 hours of resolving a valid complaint as per this refund policy.

7. Refund Processing

Authorized refunds will be processed within one business day. The reversal into your account depends on your payment provider’s refund policy and will be processed through the original payment method.

8. Refund Processing Cost

The client shall bear the processing cost associated with the refund:

• VISA / MasterCard – 4.06%
• Mpesa – 1.39%
• Airtel Money – 2.67%
• American Express – 4.52%

Example: For a refund of KES 1,000 made via VISA, the refund will be:

The refunded amount will be KES 959.59.

9. Refund Request Time Frame

Refund requests must be received within 48 hours (2 days) of the initial payment.