For Online purchases:

• In case of a wrong delivery, please call or email us within 24 hours from time of delivery on (support@healthalone.co.ke).Please do not open or tamper with a wrongly delivered product.
• For wrongly delivered products, transport charges do not apply during pick-up and second delivery. However, for wrongly ordered products, transport charges apply during pick-up and second delivery.
• For exchange of goods, please call or email us within 48 hours from the time of delivery on the contacts above.
• Refrigerated goods cannot be exchanged.
• Goods for exchange should not be opened or tampered with, otherwise they shall not be accepted back.
• Goods that have been damaged due to conditions beyond our control, such as improper storage or handling, heat, stored under improper conditions or exposed to fire, smoke or water shall not be accepted back.
• Original Invoice must be produced during exchange, hence ensure to request for your invoice during every delivery.
• Delivery of goods for exchange will be done within 7 days from the time of picking of the original goods.
• In case the original goods cannot be exchanged, please note that we do not give cash refunds. We instead do a mobile-money or credit/debit card refund depending on mode of purchase used. This is done within 24 hours. This allows you to re-order the item that you required.
• Please note that HealthAlone management has a right to inspect and approve or disapprove a product for exchange. The decision is final.

In-store purchases:

• For exchange of goods, please note that we do not give cash refunds. We instead give credit notes.
• Goods should be returned only at the shop where they were purchased.
• Goods should be returned within 2 days after purchase.
• Refrigerated goods cannot be exchanged.
• Goods for exchange should not be opened or tampered with, otherwise they shall not be accepted.
• Goods that have been damaged due to conditions beyond our control, such as improper storage or handling, heat, stored under improper conditions or exposed to fire, smoke or water shall not be accepted back.
• Original Fiscal Receipt must be produced during exchange, hence ensure to ask for your receipt after every purchase.
• Credit notes are valid for 7 days only.
• Credit notes should be utilized only at the branch of issue.
• Credit notes should be fully utilized.**( confirm if they apply)** They apply
• The value of the goods exchanged should be equal to the original value of goods purchased as per the fiscal receipt. In case the value of the goods exchanged is higher than the original value as per the fiscal receipt, the store will recover the same in cash or any other payment method available to the customer.
• Please note that HealthAlone management has a right to inspect and approve or disapprove a product for exchange, and our decision is FINAL.