At Kara Healthmall, we strive to ensure customer satisfaction by providing high-quality healthcare products and services. This Return and Refund Policy outlines the conditions under which products and services may be returned, refunded, or exchanged.

1. General Return & Refund Policy

1.1. This policy applies to all products and services purchased through Kara Healthmall. 1.2. Returns and refunds are subject to product type, vendor policies, and applicable regulations. 1.3. Customers must request a return or refund within the specified time frame to be eligible.

2. Eligibility for Returns

2.1. Products Eligible for Return

Customers may request a return if:

• The product is defective, damaged, or incorrect upon delivery.
• The product is expired at the time of delivery.
• The product is different from the description on the platform.
• The product is unopened and in its original packaging (for non-perishable items).

2.2. Products Not Eligible for Return

The following items cannot be returned:

• Prescription medications (unless received in error or defective).
• Personal hygiene products (e.g., toothbrushes, razors, feminine hygiene products).
• Opened or used medical devices and supplies (e.g., syringes, test kits, nebulizers).
• Customized or perishable healthcare products (e.g., compounded medications, fresh herbal treatments).
• Products purchased under final sale or clearance conditions.

3. Return Process

3.1. Customers must submit a return request through their Kara Healthmall account or contact customer support. 3.2. Return requests must include order details, reason for return, and supporting evidence (e.g., photos of the damaged product). 3.3. Approved returns must be shipped back to the vendor within [X] days of approval. 3.4. Customers are responsible for return shipping costs unless the product was defective or incorrect.

4. Refund Policy

4.1. Conditions for Refunds

Refunds may be granted under the following conditions:

• The returned product has been received and inspected by the vendor.
• The vendor confirms the issue (e.g., defect, incorrect product, damage).
• The product meets the eligibility criteria for return.

4.2. Refund Processing Time

• Refunds will be issued within 5-10 business days after approval.
• Refunds will be processed using the original payment method.
• Some payment providers may take additional time to reflect refunds in the customer's account.

4.3. Partial Refunds

Partial refunds may apply if:

• The returned product has minor damage caused by the customer but is still functional.
• The packaging is missing but the product is unused.

5. Exchanges

5.1. Customers may request an exchange instead of a refund for eligible products. 5.2. Exchanges are subject to product availability. 5.3. If an exact replacement is unavailable, customers may choose a similar item of equal value.

6. Service Refunds

6.1. Refunds for healthcare services (e.g., consultations, surgeries) are subject to provider policies and the following conditions:

• Cancellations made at least 24-48 hours before the scheduled service may be eligible for a refund.
• Services that have already been rendered are not refundable.
• If a provider cancels a service, customers will receive a full refund.

7. Dispute Resolution

7.1. If a customer is dissatisfied with a refund decision, they may contact Kara Healthmall support for review. 7.2. Disputes between customers and vendors may be mediated by Kara Healthmall if necessary.

8. Contact Us

For return and refund inquiries, contact us at:

• Email: [email protected]
• Phone: +234 803 746 2283
• Live Chat: Available on our website

 

By using Kara Healthmall, you acknowledge that you have read, understood, and agree to this Return and Refund Policy.