DR-ALLY MEDICAL SUPPLIERS > Customer Return Policy

Customer Return Policy

Effective Date: 15/01/2026

Doctor Ally East Africa is committed to supplying high-quality medical equipment and ensuring customer satisfaction. This Return Policy outlines the conditions under which products may be returned, exchanged, or refunded.

  1. General Policy Statement

Due to the nature of medical equipment and healthcare products, returns are handled under strict conditions to ensure safety, hygiene, and regulatory compliance.

All returns must be authorized by Doctor Ally East Africa before being sent back.

  1. Eligible Returns

A product may be eligible for return if:

  • The product supplied is incorrect (different from what was ordered)
  • The product has a manufacturer’s defect

⏱ Return requests must be made within 48 hours of delivery.

  1. Non-Returnable Items

For safety, hygiene, and regulatory reasons, the following items cannot be returned:

  • Consumables (e.g. gloves, syringes, masks, reagents)
  • Products that have been used, installed, or altered
  • Products without original packaging
  • Products damaged due to misuse, mishandling, or improper installation
  • Special-order or customized equipment
  • Clearance or discounted items (unless defective)
  1. Return Conditions

To qualify for a return:

  • Product must be unused and in original condition
  • All accessories, manuals, and packaging must be included
  • Proof of purchase (invoice or receipt) must be provided
  • Serial numbers must match company records

Doctor Ally East Africa reserves the right to inspect all returned items before approval.

  1. Return Process

Step 1: Request Authorization

Contact us within 48 hours of delivery via:

  • Email
  • Phone
  • WhatsApp
  • Website contact form

Provide:

  • Invoice number
  • Product name/model
  • Reason for return
  • Photos or videos (where applicable)

Step 2: Approval & Instructions

If approved, you will receive:

  • Return authorization confirmation
  • Return instructions
  • Designated return location

❗ Unauthorized returns will not be accepted.

Step 3: Inspection

Upon receiving the item, our technical team will inspect it within 5–7 business days.

  1. Refunds, Replacements & Repairs

Depending on inspection results, one of the following will apply:

  1. a) Replacement
  • For defective or incorrect items
  • Subject to stock availability
  1. b) Repair
  • If covered under warranty
  • Repair timelines will be communicated
  1. c) Refund
  • Issued only if replacement or repair is not feasible
  • Refunds processed via the original payment method
  • Processing time: 7–14 business days
  1. Delivery & Return Costs
  • If the return is due to our error or a defective product, Doctor Ally East Africa will cover return delivery costs.
  • If the return is due to customer error, the customer bears all delivery and handling costs.
  1. Warranty-Related Returns

Some products are covered by a manufacturer or supplier warranty.

  • Warranty terms vary by product
  • Warranty does not cover misuse, accidental damage, or unauthorized repairs
  • Warranty claims may involve repair rather than replacement

Please refer to the specific product warranty card or documentation.

  1. Order Cancellations
  • Orders can only be canceled before dispatch
  • Once dispatched, cancellation is not allowed
  • Special or imported orders cannot be canceled once processing has begun
  1. Limitation of Liability

Doctor Ally East Africa shall not be liable for:

  • Loss of business or profits
  • Delays caused by third-party couriers
  • Improper use or installation of equipment
  1. Policy Updates

Doctor Ally East Africa reserves the right to amend this Return Policy at any time. Updates will be posted on our website with a revised effective date.

  1. Contact Information

For return requests or questions, contact us,

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