Refund and Returns Policy

Effective Date: 2026

Last Updated: 2026

At Prestige Home Health Care, we are committed to ensuring customer satisfaction with all services and products purchased through our website or home healthcare platform. This Refund and Returns Policy outlines the conditions under which refunds or returns may be requested and processed.

1. Scope

This policy applies to:

• Health-related products purchased online through our website
• Prepaid home healthcare and telemedicine services

It does not cover emergency medical services or consultations already provided, which are non-refundable.

2. Products

All product sales are subject to the following conditions:

• Products must be unused, unopened, and in original packaging
• Refunds are only accepted for defective items or items damaged during delivery
• Return requests must be submitted within 7 days of receiving the product

3. Refund Process for Products

To request a refund or replacement:

• Contact our customer support team at [email protected] or call +254 740 532 543
• Provide proof of purchase and photos of the defective or damaged product
• Upon approval, the item should be returned using the provided instructions
• Refunds will be processed within 7–14 business days after the returned item is received and inspected
• Refunds will be issued via the original payment method

4. Services

Prepaid services may qualify for partial or full refunds under specific conditions:

• If the appointment or service was canceled by Prestige Home Health Care
• If a service is unavailable due to unforeseen operational reasons
• Services already rendered, including telemedicine consultations and home visits, are non-refundable

5. Cancellations

Patients may cancel appointments or service bookings under the following terms:

• Cancellations made at least 24 hours before the scheduled service are eligible for a full refund or rescheduling
• Cancellations made within 24 hours may incur a cancellation fee or partial refund depending on the nature of the service

6. Shipping Costs

Shipping costs for returned products will be borne by the customer unless the product was defective or damaged during delivery. Refunds will not include original shipping charges unless required by law.

7. Exceptions

The following items are not eligible for returns or refunds:

• Products that have been used or tampered with
• Services already completed
• Items returned without original packaging or missing components

8. Contact Information

For any questions, disputes, or refund requests, please contact us:

Prestige Home Health Care
5th Avenue Suites – Upper Hill, Nairobi
Phone: +254 740 532 543
Email: [email protected]

By purchasing products or services from Prestige Home Health Care, you acknowledge that you have read, understood, and agreed to this Refund and Returns Policy.