Returns & Refunds

Customer Protection

Returns & Refunds

We want every MedMarket order to meet your expectations. If something isn’t right, we have a clear and fair process to resolve it. Read our full returns and refund policy below.

💬 Report an Issue →
⏰
Key Timelines
48 hrs
To report issues after delivery
3–7 days
For refund processing
✔️

Eligible for Return

✔
Damaged products
Items that arrived broken, leaked, or visibly damaged during transit.
✔
Wrong item sent
If you received a different product from what you ordered.
✔
Defective items
Products that are expired, unsealed, or have manufacturing defects.
✔
Missing items
If an item from your order was not included in the delivery.
🚫
Not Returnable
✗ Dispensed prescription medicines
✗ Opened personal care or hygiene items
✗ Items returned after 48 hours
✗ Products damaged by misuse
📝

How to Request a Return

01
Contact Us
Reach out within 48 hours of delivery via WhatsApp, email, or phone.
02
Show Evidence
Send clear photos of the product and describe the issue.
03
We Review
Our team reviews your case and responds within 24 hours.
04
Resolution
Approved returns get a replacement or refund within 3–7 business days.
💰
Refund Information
How refunds work
• M-Pesa: Refunded directly to your registered M-Pesa number.
• Card payments: Reversed to the original card within 5–7 business days.
• Cash on delivery: Refunded via M-Pesa to your registered number.
• Processing time: 3–7 business days after approval.
Need Help with a Return?
Report quickly — we resolve it fast
Contact us within 48 hours of delivery with your order number and photos. Our team aims to resolve all issues within 24 hours of your report.