Nature House, opposite Afya Centre, Nairobi Room 319
+254 707801373

Return & Exchange Policy

We want you to love your Gilex purchase. Here's everything you need to know about returns.

30-Day Returns Free Exchanges
30 Days
Return window
Unused Condition
Original tags attached
Free Returns*
On defective items
Full Refund
Within 7 business days

To be eligible for a return, the following conditions must be met:

  • Item must be returned within 30 days of delivery
  • Product must be unworn, unwashed, and unused
  • All original tags and packaging must be attached
  • Proof of purchase (order number or receipt) is required
  • Intimate items (underwear, socks) are non-returnable for hygiene reasons
Note: Customized or personalized scrubs cannot be returned unless defective.

1
Contact Our Support Team
Reach out via WhatsApp at +254 707801373 or email returns@gilexscrubs.com with your order number and reason for return.
2
Receive Return Authorization
Our team will provide you with a Return Merchandise Authorization (RMA) number and return instructions.
3
Pack & Ship
Securely pack the item with all original tags and include your order details. Ship to: Nature House, opposite Afya Centre, Room 319, Nairobi, Kenya
4
Inspection & Refund
Once received, we inspect the item within 3-5 business days. Approved returns receive a refund or exchange.

Situation Refund Method Timeline
Standard Return (unworn) Original payment method 5-7 business days after inspection
Defective/Damaged Item Full refund + free return shipping 3-5 business days after receipt
Exchange for Size/Color Store credit or exchange Shipped within 2-3 business days
Return without receipt Store credit only 7-10 business days

Refunds are processed to your original payment method. Bank processing times may vary.

The following items cannot be returned or exchanged (unless defective):

Underwear & Socks
Customized/Embroidered Items
Face Masks (hygiene)
Clearance/Sale Items
Gift Cards
Items worn or washed

  • Defective/Damaged Items: Gilex covers all return shipping costs
  • Size/Color Exchanges: Customer covers return shipping; Gilex covers shipping for replacement
  • Change of Mind: Customer is responsible for return shipping fees
  • Local Returns (Nairobi): Free drop-off at our Nature House location
In-Person Returns: Visit us at Nature House, opposite Afya Centre, Room 319 (Mon-Fri, 9am-5pm) for instant exchanges.

We take quality seriously! If you receive a damaged or defective item:

  1. Take clear photos of the defect/damage within 7 days of delivery
  2. Contact us immediately via WhatsApp +254 707801373 with your order number and photos
  3. We will arrange for free return shipping and send a replacement or full refund
Quality Guarantee: All Gilex products are covered by our 6-month workmanship warranty against manufacturing defects.

Frequently Asked Questions

How long do I have to return?

You have 30 days from the delivery date to initiate a return.

Can I exchange for a different size?

Yes! Free size exchanges within 30 days. Contact us to arrange.

I lost my receipt. Can I still return?

Yes, we can look up your order by phone number or email address.

Can I return a gift?

Yes! We'll issue store credit to the gift recipient.

Need Help with Your Return?

Our customer support team is ready to assist you.

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