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Health products need to reach you in perfect condition, so we only accept items back if they are unopened and have been stored properly. Please check your order as soon as it arrives. Here is how returns and exchanges work at HealthSpot.

Start with a call or message

Contact us before sending anything back: call or WhatsApp 0748 173 823 or email healthspotkenya@gmail.com. We'll tell you how the item will be collected or where to bring it. Items returned without contacting us first can't be accepted.

Returns address: HealthSpot, Madonna House Annex, 4th floor, A401, Westlands Road, Nairobi.

Orders delivered to you

Wrong, damaged or incomplete delivery

  • Contact us within 24 hours of delivery.
  • Please don't open or use an item that isn't what you ordered. Keep it in its original packaging.
  • If the mistake is ours, we collect the item and deliver the right one at no delivery charge.

Exchanges

  • Contact us within 72 hours of delivery to arrange an exchange.
  • If you ordered the wrong item yourself, the usual delivery charge applies to both the collection and the new delivery.
  • We deliver the replacement within 7 days of collecting the original item.
  • Have your invoice or order confirmation ready. Ask for an invoice with every delivery.

Refunds

  • We don't give cash refunds.
  • We let you know once we've received and inspected your item, and whether the refund is approved.
  • If we can't exchange an item, we refund you to the mobile money account or card you paid with, within 24 hours of approving the return. Your bank or card provider may take a little longer to show it. You can then reorder what you need.

Purchases made in person

  • Bring the item back to the HealthSpot shop where you bought it within 7 days, with your original fiscal receipt. Ask for a receipt with every purchase.
  • Instead of cash, we give a credit note. It is valid for 7 days, must be used in full in one purchase, and can only be used at the shop that issued it.
  • If the item you exchange for costs more than the original, you pay the difference.

Items we can't take back

  • Opened, used or tampered-with items, including personal-care and beauty products.
  • Refrigerated items.
  • Special orders made specifically for you.
  • Sale items, unless they arrived wrong or damaged.
  • Items damaged after delivery or purchase, for example by heat, water, smoke, fire or incorrect storage.

How we review returns

We inspect every item that comes back before approving an exchange or refund, and we'll let you know the outcome. This policy does not affect your rights under Kenyan consumer law.

Questions about a return? Call or WhatsApp 0748 173 823 or email healthspotkenya@gmail.com.