Return & Refund Policy

  1. Quality Assurance

We perform strict authentication and quality checks on every order to ensure you receive genuine, safe, high-quality healthcare products.

  1. We perform strict authentication and quality checks on every order to ensure you receive genuine, safe, high-quality healthcare products.
  2. Your responsibility upon delivery: Inspect your package immediately—confirm the correct item, check for damage, and verify expiry dates.
  1. Eligibility for Return, Exchange or Refund

You may request an exchange or a full refund/credit (at your choice) if any of the following apply:

  1. The product is defective or damaged in transit
  2. You received an item different from what you ordered
  3. The product is past its expiry date
  1. Conditions for Returning Items
  1. Timeframe: You must request a return within 48 hours of delivery.
  2. Packaging: Items must be in their original, unopened packaging, untampered, and in an unused state.
  3. Proof of Purchase: Present your original receipt, order confirmation email, or text.

Note: Returns due to any other reason—change of mind, wrong choice, or “bought by mistake”—are not accepted.

  1. How to Request a Return or Refund
  1. Submit your request within 48 hours of delivery by email to support@afyabook.com, call or whatsapp us at +254 792 640 973, or visit our customer service desk at our office.
  2. Send back the item (in accordance with section 3) to the address provided by our support team.
  1. Refunds & Credit Notes
  1. Refund method: We will refund via your original payment method.
  2. Refunds are processed within 1 business day, then subject to your payment provider’s reversal policy.
  3. Deadline: Refund requests received after 48 hours of payment will not be processed.

For more information about your rights under the Data Protection Act of 2019, please refer to the Act or contact us.

  1. Exchanges

Once we receive and inspect your returned item, we will ship the replacement within 24 hours.

  1. Cancellation Policy

You may cancel an order within 2 hours of placing it. To cancel, contact us via the same channels listed in section 4.

  1. Excluded Items

For health and hygiene reasons, certain categories (e.g., intimate care, consumables, fridge items) cannot be returned unless they meet one of the eligibility criteria in section 2.

  1. CONTACT US

For more information about our return & refund policy, if you have questions, or if you would like to make a complaint, please contact us by e-mail at  support@afyabook.com.