Refund and Returns Policy

At Neptune Link, we are committed to supplying high-quality medical equipment and healthcare products to our customers across Kenya. This Refund and Return Policy outlines the conditions under which products may be returned, exchanged, repaired, or refunded.

By purchasing products from Neptune Link, you agree to the terms outlined below.

1. Eligibility for Returns

Returns may be accepted under the following conditions:

• The item delivered is defective or damaged
• The wrong product was supplied
• The product has missing parts or accessories
• The item does not match the approved quotation or order
• The product has a verified manufacturer defect

To qualify for a return:

• The request must be made within 7 days of delivery unless otherwise agreed in writing
• The item must be unused and in its original packaging
• Proof of purchase or invoice must be provided
• All accessories, manuals, warranty cards, and packaging must be included

2. Non-Returnable Items

For health, safety, and regulatory reasons, Neptune Link does not accept returns for:

• Opened sterile or consumable medical products
• Customized or special-order equipment
• Products damaged due to misuse, negligence, or improper installation
• Items altered or repaired by unauthorized persons
• Software licenses or digital products once activated
• Clearance or final-sale items

3. Damaged or Defective Products

Customers should inspect products upon delivery.

If a product arrives damaged or defective:

• Notify Neptune Link within 48 hours of delivery
• Provide photos or documentation showing the issue
• Retain original packaging for inspection where required

Neptune Link may:

• Replace the product
• Arrange repair or servicing
• Provide a refund where applicable

4. Return Process

To initiate a return or refund request:

1. Contact Neptune Link customer support
2. Provide:
   • Invoice or order number
   • Description of the issue
   • Supporting photos if applicable
3. Await return authorization instructions

Unauthorized returns may not be accepted.

5. Refunds

Approved refunds will be processed using the original payment method where possible.

Refund timelines may vary depending on:

• Payment provider processing times
• Bank processing periods
• Product inspection and verification

Shipping, delivery, and installation fees may be non-refundable unless the error was caused by Neptune Link.

6. Exchanges and Repairs

Where appropriate, Neptune Link may offer:

• Product replacement
• Exchange for equivalent items
• Manufacturer warranty repair services
• Technical servicing and troubleshooting support

Warranty terms may vary by manufacturer and product category.

7. Order Cancellations

Orders may only be cancelled before shipment or processing.

Special-order or imported items may attract cancellation charges if procurement has already begun.

8. Limitation of Liability

Neptune Link shall not be liable for:

• Indirect or consequential damages
• Loss arising from improper product use
• Delays caused by third-party logistics providers
• Unauthorized modifications or installations

Customers are responsible for ensuring products are used according to manufacturer instructions and applicable healthcare regulations.

9. Contact Information

For returns, refunds, exchanges, or warranty support, please contact:

Neptune Link
Kenya
Email: info@neptunelink.co.ke
Address: Nairobi, Kenya.