Returns & Refunds Policy
At Viacare, we take pride in the quality of the medical equipment we provide. We understand that sometimes a return or exchange may be necessary. This policy outlines our procedures for returns and refunds to ensure a fair and transparent process for our customers.
1. Eligibility for Returns
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You may request a return within 7 days of receiving your order, provided that:
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The item is unused and in its original condition.
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The item is returned in its original packaging.
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All accessories, manuals, warranty cards, and included components are returned with the product.
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Proof of purchase or order confirmation is provided.
3. Refund Information
- Contact our support team at info@viacare.co.ke or call 0725 978927 to initiate your return request.
- Provide your order number and the reason for the return.
- Once your request is approved, you will receive instructions on how to ship the item back to our Nairobi office.
- After inspection of the returned item, we will notify you and process your refund or exchange.
3. Refund Information
Approved refunds will be processed via the original method of payment within 5-7 business days. Please note that shipping costs are non-refundable, and return shipping fees are the responsibility of the customer unless the item was received damaged or incorrect.
4. Damaged or Defective Items
If you receive a damaged or defective product, please notify us immediately (within 24 hours of delivery). We will arrange for a prompt exchange or full refund including shipping costs for these specific instances.
For any further questions regarding our returns and refunds policy, please do not hesitate to reach out to our team. We are committed to providing you with the best support for your medical equipment needs.
5. Non-Returnable Items
For health, hygiene, and safety reasons, the following items cannot be returned once opened, used, or unsealed:
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Personal hygiene products
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Adult diapers and incontinence products
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Catheters
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Consumable medical supplies
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Opened sterile products
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Products customized or specially ordered for the customer
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Any item showing signs of use, damage, or alteration after delivery
6. Shipping Costs
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Original shipping charges are non-refundable unless the return is due to our error.
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Customers are responsible for return shipping costs unless the item received was damaged, defective, or incorrect.
Many medical devices sold by Viacare are covered by manufacturer warranties. Warranty terms vary by product and manufacturer.
Warranty coverage does not include:
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Accidental damage
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Misuse or improper handling
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Unauthorized modifications or repairs
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Normal wear and tear
Please refer to the specific product warranty information provided with your purchase.