Returns, Refunds and Exchange Policy

Thank you for choosing Maesio Pharmaceuticals Limited (www.maesiopharmaceuticals.co.ke). Your satisfaction and safety are our top priorities. Please review our comprehensive returns, refunds, and exchange policy below.

Our Commitment to You

At Maesio Pharmaceuticals, we stand behind the quality of our products. We understand that sometimes items may not meet your expectations or may arrive with issues. This policy is designed to protect your rights while ensuring the safety and integrity of pharmaceutical products.

Return Window

Standard Products: You have 30 calendar days from the date of delivery to initiate a return for eligible items.

Pharmaceuticals: Due to health and safety regulations, pharmaceutical returns are subject to special conditions outlined below.

Eligible Returns

We Accept Returns For:

✓ Wrong Item Delivered – If we sent you the incorrect product
✓ Damaged Products – Items damaged during shipping
✓ Defective Items – Products that are defective or not functioning as described
✓ Quality Issues – Products that don’t meet quality standards
✓ Incorrect Quantity – If you received more or fewer items than ordered
✓ Products Near Expiry – Items with less than 6 months to expiry (unless disclosed at purchase)
✓ Unopened Pharmaceuticals – Prescription and OTC medications in sealed, original packaging (within 7 days)

Non-Returnable Items

For health, safety, and regulatory compliance, the following items cannot be returned:

✗ Opened or used pharmaceutical products
✗ Prescription medications that have been dispensed and opened
✗ Personal care items that have been opened or used
✗ Medical devices that have been opened or used (unless defective)
✗ Items without original packaging or labels
✗ Custom or specially ordered products
✗ Products purchased on final sale or clearance (marked as such)
✗ Products without proof of purchase
✗ Items returned after 30 days (except for warranty claims)

Important: Due to regulations by the Pharmacy and Poisons Board of Kenya, opened medications cannot be restocked or resold, protecting all our customers’ health and safety.

Return Criteria

To qualify for a return, items must meet the following conditions:

1. Unused and Unopened – Items must be in the same condition as received
2. Original Packaging – Products must be in their original, sealed packaging with all labels intact
3. Proof of Purchase – You must provide the original receipt, invoice, or order confirmation
4. Within Return Window – Return initiated within the applicable timeframe
5. Complete Set – All accessories, manuals, and components included (where applicable)

How to Initiate a Return

Step 1: Contact Us

Reach out to our customer service team within the return window:

• Phone: 0717791925 or 0724795849
• Location: Charma House, Next to Naivas Ruaraka, Along Outering Road, Nairobi
• Hours: Weekdays 8AM-8PM | Weekends 8AM-4PM

Step 2: Provide Details

Share the following information:

• Order number
• Product name and quantity
• Reason for return
• Photos (if item is damaged or defective)

Step 3: Return Authorization

Our team will review your request and provide:

• Return authorization number
• Return instructions
• Collection arrangement (for Nairobi) or return shipping details

Step 4: Package Items

Securely pack the items in their original packaging with all materials included.

Step 5: Return Shipment

• Nairobi Customers: We’ll arrange free pickup from your location
• Upcountry Customers: Ship items to our address using the provided instructions

Refund Process

Inspection and Approval

Once we receive your returned item:

1. Our quality team will conduct a thorough inspection (1-2 business days)
2. You’ll receive confirmation once the return is approved
3. If the return doesn’t meet our criteria, we’ll contact you with options

Refund Timeline

After approval, refunds are processed as follows:

Note: Refund timing may depend on your bank or payment provider’s processing time.

Refund Amount

• Full Refund: Product price + delivery fee (if the error is ours)
• Product Only: Product price (if returning for personal reasons; original delivery fee non-refundable)
• Partial Refund: May apply if item shows signs of use or missing components

Exchanges

We’re happy to exchange products for:

• The same item (if defective)
• A different size or variant (subject to availability and price difference)
• An alternative product of equal or greater value

Exchange Process

1. Contact us at 0717791925 or 0724795849
2. Describe the item you’d like to exchange and your preferred replacement
3. We’ll check availability and arrange the exchange
4. For Nairobi: We can collect the item and deliver the replacement simultaneously
5. Price differences will be refunded or charged as applicable

Exchange Timeline: Most exchanges are processed within 3-5 business days.

Special Circumstances

Damaged or Contaminated Products

If products arrive damaged, contaminated, or compromised:

• Contact us immediately upon receipt
• Provide photos of the damage and packaging
• We’ll send a replacement at no charge via express delivery
• No need to return the damaged item unless requested

Wrong Item Delivered

If we sent the wrong product:

• Contact us within 48 hours of delivery
• We’ll arrange immediate pickup and delivery of the correct item
• Full refund of delivery charges
• Complimentary express shipping for the correct item

Defective Medical Equipment

For defective medical devices and equipment:

• Standard 30-day return policy applies
• Manufacturer warranty may extend beyond our return window
• We’ll facilitate warranty claims with manufacturers
• Replacement or repair options available

Temperature-Sensitive Products

Some products require special storage conditions:

• Report any temperature concerns within 24 hours of delivery
• We’ll investigate and provide immediate resolution
• Replacement shipped with enhanced packaging

Shipping Costs for Returns

We Cover Return Shipping For:

• Wrong items delivered
• Damaged or defective products
• Quality issues caused by us
• Items arriving near expiry without prior disclosure

You Cover Return Shipping For:

• Change of mind returns
• Ordering the wrong item
• Returns for personal reasons

Nairobi Returns: We offer free pickup for most return situations.

Restocking Fee

A restocking fee of 10% may apply to:

• Returns of high-value medical equipment (over KES 50,000)
• Custom or special orders that are returned unused
• Returns outside our standard policy that we accept on a case-by-case basis

Note: No restocking fees for defective items or our errors.

No Refund Situations

Refunds or exchanges will not be provided for:

• Returns initiated after 30 days (except warranty claims)
• Products that have been used, opened, or altered
• Damage caused by misuse or neglect
• Items returned without authorization
• Missing proof of purchase
• Products purchased from unauthorized sellers

Prescription Medication Returns

Due to strict regulations governing pharmaceutical products:

Unopened Prescription Medications:

• May be returned within 7 days if unused and in sealed packaging
• Must be accompanied by the original prescription and receipt
• Subject to inspection by our licensed pharmacist

Opened Prescription Medications:

• Cannot be returned or exchanged under any circumstances
• This protects all customers and complies with pharmacy regulations

Incorrect Prescriptions:

• If we dispensed incorrectly, contact us immediately
• We’ll replace at no charge after verification
• Original medication must be returned unopened

Over-the-Counter (OTC) Products

OTC medications follow standard return guidelines:

• Must be unopened and in original packaging
• 30-day return window applies
• Proof of purchase required

Medical Equipment Warranties

Many medical devices come with manufacturer warranties:

• Check product documentation for warranty terms
• Warranty periods vary by manufacturer (typically 6-24 months)
• We facilitate warranty claims and repairs
• Extended warranties may be available at purchase

Customer Satisfaction Guarantee

We offer a 30-day satisfaction guarantee on eligible products. If you’re not satisfied with a qualifying purchase, we’ll work with you to find a solution—whether that’s a refund, exchange, or alternative product recommendation.

Our Promise: If we made an error or you received a defective product, we’ll make it right—no questions asked.

Contact Our Returns Department

For any questions or to initiate a return:

Phone: 0717791925 or 0724795849
Location: Charma House, Next to Naivas Ruaraka, Along Outering Road, Nairobi
Hours: Weekdays 8AM-8PM | Weekends 8AM-4PM

When contacting us, please have your order number and details ready for faster service.

Policy Updates

Maesio Pharmaceuticals Limited reserves the right to update this policy at any time. Changes will be posted on this page with an updated revision date. Continued use of our services after changes constitutes acceptance of the updated policy.

Last Updated: October 2025

Legal Compliance

This policy complies with:

• The Pharmacy and Poisons Board of Kenya regulations
• Consumer Protection Act
• Kenya Revenue Authority guidelines
• Healthcare products handling and safety standards

Thank you for your understanding and cooperation. Our returns policy is designed to ensure product safety, regulatory compliance, and your complete satisfaction. We appreciate your trust in Maesio Pharmaceuticals as your healthcare partner.

Precision in every dose – Your trusted pharmacy in Nairobi