At Cordbrothers Enterprises, we are committed to providing customers with quality medical equipment, surgical supplies, and healthcare products. We understand that issues may occasionally arise with an order. This policy explains how we handle returns, exchanges, and refunds.
1. Eligibility for Returns
Customers may request a return or exchange under the following circumstances:
Damaged products: Items arrive damaged during delivery.
Defective products: Products have a manufacturing defect or do not function as intended.
Incorrect orders: The product delivered differs from the product ordered.
Missing items: An order is incomplete or contains missing products.
Please contact us within 7 calendar days of receiving your order to report an issue and request a return or exchange. This reporting period is a proposed business policy and does not limit any rights you may have under applicable law.
2. Conditions for Returns
To qualify for a return, products should generally meet the following conditions:
Products are unused and in their original condition.
Original packaging, accessories, manuals, and relevant documentation are included where applicable.
Proof of purchase, such as an order confirmation, receipt, or invoice, is provided.
The return request is approved by our customer service team before the item is sent back.
Medical and Hygiene-Sensitive Products
For hygiene, patient safety, and infection-control reasons, opened, used, or unsealed medical consumables and personal protective equipment may not be eligible for return unless they are defective, incorrect, damaged, or a return is otherwise required by applicable law.
Products such as examination gloves, sterile supplies, dressings, and similar items may be subject to additional return restrictions.
3. Non-Returnable Products
Unless an item is defective, incorrectly supplied, or otherwise eligible under applicable law, the following may not be accepted for return:
Opened or used medical consumables and sterile products.
Products with broken hygiene seals or compromised sterile packaging.
Special-order or customised products that were supplied according to the customer’s approved specifications.
Products damaged through misuse, improper storage, or unauthorised modification after delivery.
These exclusions do not remove any rights available to customers under applicable consumer protection laws.
4. Refunds
Refunds may be considered where a return is approved and a replacement or exchange is not appropriate or available.
Once the returned product has been received and inspected, we will notify you of the outcome.
Approved refunds will generally be processed through the original payment method where possible. If this is not available, we will agree on an appropriate alternative with the customer.
We aim to process approved refunds within 7–14 business days after approval. The time taken for the funds to appear in your account may depend on your bank, payment provider, or mobile money service.
5. Exchanges and Replacements
Where a product is defective, damaged, or incorrectly supplied, we may offer a replacement or exchange, subject to availability and applicable legal requirements.
If the same product is unavailable, we will discuss suitable alternatives or a refund with the customer.
Any replacement or exchange arrangement will be communicated before it is finalised.
6. Return Shipping Costs
If a return is necessary because Cordbrothers Enterprises supplied an incorrect item or the product arrived damaged or defective, we will coordinate an appropriate return or collection arrangement and address reasonable return costs as applicable.
For other approved returns, the customer may be responsible for return shipping costs, subject to the agreed return terms and applicable law.
Please do not send products back before receiving return instructions from our team.
7. How to Request a Return or Refund
To submit a return or refund request, please follow these steps:
Contact our team using the details below.
Provide your order number, purchase date, and product name.
Explain the reason for the return or refund request.
Include photographs or videos showing any damage, defect, or incorrect item where applicable.
Wait for our team to review your request and provide the next steps.
Returned items should be securely packaged to prevent further damage during transit.
8. Order Cancellations
If you wish to cancel an order, contact us as soon as possible.
Orders that have not yet been dispatched may be eligible for cancellation. Orders that have already been dispatched or specially ordered may require additional review.
Where a cancellation and refund are approved, any applicable refund will be processed in accordance with this policy and applicable law.
9. Warranty Claims
Some medical equipment may be covered by a manufacturer’s or supplier’s warranty. Warranty coverage, duration, and conditions vary by product.
Please refer to the relevant product documentation or contact us to confirm warranty details before purchasing.
Warranty claims do not replace any rights customers may have under applicable law.
10. Contact Us
For returns, exchanges, cancellations, or refund enquiries, please contact:
Cordbrothers Enterprises
Address: Tsavo Road, Eliana Shoppers Building, Room B7, Nairobi, Kenya
Our team will review your request and guide you through the applicable process.
11. Policy Updates
Cordbrothers Enterprises may update this policy when necessary to reflect changes in business operations, products, or applicable requirements. Updates will be published on this page with a revised date.
Nothing in this policy is intended to exclude, restrict, or override any consumer rights or legal obligations that apply under Kenyan law.
