Return & Refund Policy for Medical and Laboratory Equipment in Kenya

Overview

Travotech Agencies Limited supplies laboratory equipment, patient monitoring, hospital furniture and medical consumables to hospitals, clinics, pharmacies, schools and laboratories across Kenya. Many of our products are clinical items, so some have stricter return rules to keep patients and staff safe.

By placing an order with us you agree to this policy and to the terms and conditions below.

What can be returned

You may ask to return equipment such as analyzers, patient monitors, hospital beds, examination couches and trolleys when all of the following apply:

• You contact us within 7 days of delivery.
• The item is unused, undamaged and has not been installed or commissioned.
• It is in its original packaging with all accessories, manuals and seals.
• You can show your order number or proof of purchase.

What cannot be returned

• Reagents, lyse solutions and calibrators once opened, or if the cold chain or storage conditions were not kept after delivery.
• Rapid test kits and other diagnostic consumables once the pack is opened.
• Disinfectants and surgical spirit once opened or used.
• Equipment that has been installed, used, repaired or modified by anyone other than our team or an approved engineer.
• Special orders and items imported or configured for your specific request.
• Items damaged through misuse, wrong voltage, poor storage or failure to follow the manufacturer's instructions.

Damaged, defective or wrong items

Please check your order while the delivery person is with you. If something is damaged, missing or not what you ordered:

• Contact us within 48 hours of delivery.
• Send clear photos or a short video of the item, the packaging and the delivery note.
• Keep all packaging until we have inspected the item.

If the fault is confirmed, we will repair, replace or refund the item at no cost to you, including the return transport.

How to return an item

1. Contact us. Call, email or message us on WhatsApp with your order number, the product name and the reason for the return.
2. Get approval. Our team reviews your request and replies with a return authorisation and instructions. Please do not send anything back before this.
3. Pack it safely. Use the original packaging and include all accessories, manuals and the delivery note.
4. Send or hand it over. We will arrange collection or tell you where to deliver it.
5. Inspection. We check the item on arrival and confirm the outcome by email or phone.

Refunds

• Approved refunds are paid to your original payment method, for example M-Pesa, bank transfer or card, within 7 to 10 working days after inspection.
• Returns that are not caused by a fault may be charged a restocking fee of up to 10% of the product price, plus the cost of return transport.
• Faulty, damaged or wrong items are refunded in full, including delivery charges.
• Your bank or mobile money provider may need extra time to show the money in your account.

Exchanges

If you ordered the wrong model or size, we can exchange it for another product when stock is available. Any price difference is paid by you or refunded to you. The same conditions as returns apply, including the 7-day window.

Warranty and support

Equipment comes with the manufacturer's warranty, and the period is stated on the product page or your quotation. Warranty covers manufacturing faults under normal use. It does not cover damage from misuse, unauthorised repairs, power surges or lack of routine maintenance.

For installation, training or technical help, contact our team and we will guide you.

Order cancellations

You can cancel an order before it is dispatched at no charge. Once it has shipped, the return rules above apply. Special orders cannot be cancelled after we have placed them with the supplier.

Terms and conditions

• Orders and prices. Prices are in Kenya shillings and may change without notice. An order is confirmed when we accept it and, where needed, receive payment.
• Availability. We work hard to keep stock accurate. If an item is unavailable we will offer a replacement, a later delivery date or a full refund.
• Delivery. Delivery times are estimates. Risk passes to you once the goods are delivered and signed for.
• Proper use. Medical and laboratory equipment must be used by trained staff following the manufacturer's instructions and local regulations. You are responsible for choosing products suitable for your facility.
• Liability. Our liability for any claim is limited to the price paid for the product concerned, except where the law does not allow this limit.
• Changes to this policy. We may update this page from time to time. The version on the site when you order is the one that applies to your order.
• Governing law. These terms are governed by the laws of the Republic of Kenya.

Contact us

Questions about a return or refund? Reach our team and quote your order number.