Nurse Scrubs Kenya: Return Policy

This return policy applies to all our clients.

All our clients have to 7 days from the day their receive their order to request a return.

Any questions regarding our return policy should be forwarded to our customer service through whatsapp or our Nurse Scrubs Kenya website.

Conditions that warrant return

For you to be eligible for a return, we expect the items to be in the same conditions you received it. That is it must:

be unworn and unused.
all tags must be attached.
be in the package you received the order in.
A receipt as purchase evidence.

Note

Nurse Scrubs Kenya will not refund any item that was part of a set.

We do not refunds or returns on items that have been embroidered or personalized.

Once we receive your return package, it can take 2-5 working days for us to process it. We will send you a notification when we issue the refund.

If your order can’t be delivered because of an incomplete or incorrect address you provided, we’ll issue a refund only once the goods are returned to us. Please note that we will deduct the shipping cost. This is because these costs are incurred by our business due to an error outside of our control. We expect our customers to double check the delivery address they send s or input in our website when placing an order.

Return Fees

Returns are free however there are certain situations or item conditions that fee may apply.

When you returned an item, we cannot send it back to you.

Fee	Description	Amount
Late Fee	Failure to complete your return drop-off or carrier pick-up by the “return by date” will result in a fee.	20% of the scrubs price
Damage Fee	A fee will apply if your returned item is damaged, not in its original condition, lacks tags, or shows clear use, unless the fault is ours.	The fee may be up to 50% of the scrub’s price

How to Return or Exchange an Item

Here’s a simple guide to our return and exchange process:

Start Online: Head to our online portal to begin your return or exchange.
Log In and Select Items: Have your order number ready, log in, and choose the items you want to return or exchange.
For Sold-Out Items: If an item you want is sold out, make a note in the comments section when you submit your approval request.
Package Your Items: Place your return or exchange items in the reusable carrier bag your order originally came in. If you no longer have it, any similarly sized envelop will work.
Send It Back: Once your return is approved, you’ll get a postage label via email. Your items should reach us in 2-5 days, and we’ll process your exchange or refund within an additional 1-2 days.

FAQ

What is your refund process?

When we receive and inspect items a customer returns we send out a confirmation message to let them know we either accepted or rejected it. If we approve, we will process the refund and automatically credit to your original payment method within a certain number of days.

We cannot accept returns on decorated scrubs unless they are faulty. If you change your mind about garments ordered for decoration (like screen printing or embroidery), we will charge you the full price including delivery. In this situation, we will process the entire order as a standard refund, and a restocking fee will apply.

On the other hand, you might have the option to purchase just the garments without the decoration.

What should I do if I am waiting for a refund and I have not received it?

Check your mpesa account again first.
Then, get in touch with Safaricom/ your bank company; it can take a bit for a refund to officially appear.
Finally, contact your bank/safaricom. They often have their own processing times before a refund is posted to your account.

What if my scrubs arrive damaged or defective?

We always try to avoid such situations from happening. However, in unfortunate cases that this happens. Please contact our customer care services within 7 days after receiving your order. Attach a photo of the damage. We will arrange a free return or exchange.

How long does it take to process a refund?

Once we receive and inspect your returned item, refunds are typically processed within 5-7 business days.

Do I have to pay for return shipping?

Customers are responsible for return costs unless the item received was incorrect or defective. However, if you live within Nairobi you can drop the item at our shop.