Returns & Refunds
Last updated: June 2025
Eligibility for Returns
We accept returns within 7 days of delivery for:
- Damaged or defective products
- Incorrect items delivered
- Products that have not been opened or tampered with
Prescription medicines, cold-chain products, and opened packages cannot be returned due to safety and regulatory requirements.
How to Initiate a Return
Contact us within 7 days at info@medicrestplus.com with your order number and a description (and photos if applicable) of the issue. Our team will arrange collection or advise on drop-off at the nearest branch.
Refund Process
Approved refunds are processed within 5–7 business days via M-Pesa reversal to the originating phone number. Wallet credits (loyalty points) are refunded within 24 hours.
Exchanges
If you received the wrong item, we will dispatch the correct product at no additional cost once the return is confirmed.
Contact
Questions? Email info@medicrestplus.com or visit any of our Nairobi branches.