Returns and Refunds

We want you to feel confident buying from our store and booking time with our clinical team. This page explains how returns and refunds work for medical equipment purchased from our store, and how cancellations and refunds work for High Altitude Clinic appointments and Telemedicine consultations. These are two different things, handled in two different ways, so please check the section that applies to you.

 

Returns and Refunds on Medical Equipment

 

Our General Policy

Because of the health and safety nature of medical equipment and first aid supplies, we do not accept returns for change of mind, incorrect sizing expectations, or general dissatisfaction once an order has been delivered. This applies to all products sold in our store, including stethoscopes, splints, trauma shears, first aid kits and tourniquets.

 

When We Do Accept a Return

The only exception to the policy above is if your order arrives damaged or is defective straight out of the box. In that case, we will make it right through a replacement or a refund, your choice.

• Contact us within 48 hours of delivery.

• Include your order number and clear photos of the damaged or defective item, including the packaging if it arrived damaged in transit.

• Do not discard the original packaging until your claim has been resolved, in case it is needed for a courier investigation.

Once we have confirmed the damage or defect, we will send a replacement at no extra cost, or process a refund to your original payment method, usually within 7 to 10 business days.

 

What Is Not Covered

• Change of mind after delivery

• Products that have been opened, used, or had a protective seal broken, where the item itself was not damaged or defective

• Damage caused after delivery through misuse, improper storage, or normal wear and tear

• Hygiene-sensitive items such as first aid kit contents, once opened

 

How to Request a Return

Reach out to us using the contact details in Section 3 before sending anything back. We will guide you through the next steps once we understand what happened with your order.

 

Cancellations and Refunds for Clinic and Telemedicine Appointments

Booking an appointment with our High Altitude Clinics or our Telemedicine service reserves a provider's time, and for our High Altitude Clinics, on-site resources that are arranged in advance. Because of this, cancellations are handled differently from product returns. Our aim is a policy that is fair if your plans change, while reflecting the real cost to us when an appointment is cancelled at short notice.

 

If You Need to Cancel or Reschedule

Let us know as early as you can. The earlier you tell us, the more flexibility we can offer. Here is how refunds and credits work based on how much notice you give us:

 

High Altitude Clinic
72 hours or more before your appointment: Full refund, or full credit toward a future appointment
24 to 72 hours before your appointment: 50% refund, or 100% credit toward a future appointment
Less than 24 hours, or a no-show: No refund. The fee covers the time and resources already committed.

 

Telemedicine
24 hours or more before your consultation: Full refund, or full credit toward a future consultation
4 to 24 hours before your consultation: 50% refund, or 100% credit toward a future consultation
Less than 4 hours, or a no-show: No refund. The fee covers the reserved provider time.

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If We Need to Cancel

If we cancel or are unable to deliver your appointment, for reasons such as provider unavailability, severe weather affecting clinic access on Kilimanjaro, or a technical failure on our end, you will receive a full refund or, if you prefer, free priority rebooking. You will never be charged for an appointment we were unable to provide.

 

Genuine Medical Emergencies

We understand that emergencies do not check a calendar first. If you miss or need to cancel an appointment because of a genuine medical emergency affecting you or someone you are travelling with, please contact us as soon as you reasonably can. We review these situations individually and may waive the standard cancellation outcome where the circumstances clearly warrant it.

 

How to Cancel or Reschedule

Contact us using the details in Section 3 as soon as you know you need to change your appointment. Wherever possible, rescheduling to a new date is offered alongside the refund and credit options above, so changing your mind about timing does not have to mean losing your booking altogether.