Refund & Returns Policy

At Equinox Health Supplies, we aim to supply genuine, quality medical equipment and healthcare products that meet the specifications agreed with our customers.

This Return & Refund Policy explains when products may be returned, exchanged, or refunded.

1. Eligibility for Returns

A product may be eligible for return where:

• The wrong product was supplied by Equinox Health Supplies;

• The product received is materially different from the product ordered;

• The product arrives damaged and the damage is reported within the applicable reporting period;

• The product has a verified manufacturing defect covered by the applicable warranty; or

• Equinox Health Supplies has otherwise agreed in writing to accept the return.

Returns are subject to inspection and approval.

2. Products That May Not Be Returnable

Certain products may not be eligible for return due to their nature, hygiene requirements, customization, or special procurement arrangements.

These may include:

• Custom-made or specially configured equipment

• Products ordered specifically for a customer

• Installed equipment

• Opened or used hygiene-sensitive products

• Products that have been altered, damaged, or improperly used after delivery

• Products that are missing components, accessories, or original packaging where those items are required for the return

• Products outside their applicable warranty or return period

Where a product is non-returnable, this will be communicated to the customer where reasonably possible before the order is confirmed.

3. Wrong or Incorrect Product

If you receive a product that is different from what was ordered, contact Equinox Health Supplies as soon as possible.

We may request:

• Your order or invoice number

• Photographs of the product received

• Photographs of the packaging and product labels

• A description of the issue

Where the error is confirmed to be ours, we will arrange an appropriate solution, which may include replacement, exchange, or refund.

4. Damaged Products

Customers should inspect products when they are delivered.

If a product arrives visibly damaged, please notify us as soon as reasonably possible and provide photographs or other evidence of the damage.

We will assess the claim and determine whether the product qualifies for replacement, repair, exchange, or refund.

Damage caused after delivery through misuse, accidental damage, improper handling, unauthorized modification, or improper installation may not qualify for a refund or replacement.

5. Defective Products and Warranty Claims

Where a product develops a manufacturing defect, the issue may be handled under the manufacturer’s warranty.

Depending on the product and warranty terms, the remedy may include:

• Repair

• Replacement of defective components

• Product replacement

• Other remedy provided under the applicable warranty

Warranty coverage does not normally extend to damage caused by misuse, negligence, unauthorized repairs or modifications, improper installation, accidents, or failure to follow operating instructions.

6. Change-of-Mind Returns

Returns based solely on a change of mind are not automatically guaranteed, particularly for medical equipment, hygiene-sensitive products, customized products, special orders, or products that have already been installed or used.

Where a change-of-mind return is accepted, the product must generally be unused, in saleable condition, and returned with its original packaging and accessories.

Any applicable return costs, restocking charges, or delivery charges will be communicated before the return is approved.

7. Return Process

To request a return, contact us through:

Phone / WhatsApp: +254 706 572 762
Email: equinoxhealthsupplies@gmail.com

Please provide:

• Your name

• Order or invoice number

• Product name

• Date of purchase

• Reason for the return

• Photographs or supporting evidence where applicable

Do not send a product back without first contacting Equinox Health Supplies and receiving return instructions.

8. Refunds

Where a refund is approved, the refund method and processing time will depend on the original payment method and the circumstances of the refund.

Refunds may be issued after the returned product has been received and inspected where an inspection is required.

The refund may exclude costs that are not refundable under the agreed terms, including certain delivery, installation, customization, or special-order costs, where applicable and lawful.

9. Refund Processing

Once a refund has been approved, we will communicate the expected processing arrangements to the customer.

Bank, mobile money, card, or other payment-provider processing times may vary and may be outside the direct control of Equinox Health Supplies.

10. Exchanges and Replacements

Where appropriate, we may offer an exchange or replacement instead of a refund.

The replacement will generally be for the same product or an agreed equivalent product, subject to availability.

If the replacement product has a different price, any applicable difference will be communicated before the exchange is completed.

11. Customized and Project Orders

Orders involving hospital setups, laboratory setups, ambulance conversions, installations, customized equipment, bulk procurement, or other project-based services may be subject to separate cancellation, payment, delivery, and refund terms contained in the applicable quotation or project agreement.

Deposits or payments made toward customized procurement or project work may not be refundable where work has already commenced, equipment has been specially procured, or costs have already been incurred on behalf of the customer, subject to applicable law and the agreed contract.

12. Products Requiring Installation

Where equipment has been installed by Equinox Health Supplies or an authorized installer, customers should contact us before attempting to remove, modify, or repair the equipment.

Unauthorized modification or removal may affect warranty or return eligibility.

13. Fraudulent or Unauthorized Transactions

We reserve the right to investigate transactions that appear fraudulent, unauthorized, or otherwise suspicious.

Refunds or cancellations involving such transactions may be subject to verification and applicable legal requirements.

14. Consumer Rights

Nothing in this Return & Refund Policy is intended to remove or restrict any rights that a customer may have under applicable Kenyan consumer protection laws.

Where a mandatory legal right applies, that right will prevail over any conflicting provision of this policy.

15. Policy Changes

We may update this Return & Refund Policy from time to time.

The latest version will be published on this page with the applicable effective date.

16. Contact Us

For return, exchange, warranty, or refund enquiries:

Equinox Health Supplies
Accra Road, White Angle House, 3rd Floor, Room 120
Nairobi, Kenya

Phone / WhatsApp: +254 706 572 762
Email: equinoxhealthsupplies@gmail.com
Website: equinoxhealthsupplies.co.ke