Support
Frequently asked questions.
We’ve answered the most common questions below. If something isn’t covered, get in touch — our team responds within one business day.
Ordering & Quotations
How do I request a quote for products?+
Use the Request Quote button on any product page, or email trade@pawadmedical.co.ke. We respond within one business day with pricing and availability.
What is the minimum order quantity?+
No minimum for retail orders. Institutional/wholesale orders have a minimum of KES 50,000 for preferential pricing.
Do you offer credit terms for hospitals and institutions?+
Yes, for pre-qualified institutions. Send your LPO or procurement request to trade@pawadmedical.co.ke.
Can I order by LPO (Local Purchase Order)?+
Yes. We accept LPOs from government facilities, NGOs, and registered institutions. Email trade@pawadmedical.co.ke.
Do you supply to individuals as well as facilities?+
Yes, we supply both retail customers and wholesale institutional buyers.
Products & Quality
Are your products registered with the Kenya Pharmacy and Poisons Board (PPB)?+
All pharmaceutical and regulated medical products we supply are PPB-registered. We can provide registration certificates on request.
Do you stock original/branded products?+
Yes. We stock genuine brands (Omron, Littmann, etc.) and supply CE-marked, ISO-certified products from verified manufacturers.
Can you source products not listed in your catalogue?+
Yes. Contact us with specifications and we will advise on availability and lead time.
Do products come with a warranty?+
Medical equipment comes with a manufacturer warranty. Duration varies by product — ask at point of purchase.
Can you provide product datasheets and certificates of conformity?+
Yes. Contact our sales team for technical documentation on any product.
Delivery & Logistics
Do you deliver across Kenya?+
Yes, we deliver to all 47 counties via G4S and partner couriers.
What are the delivery timelines?+
Nairobi: 1–2 working days. Major towns: 2–4 days. Remote counties: 4–7 days.
Is delivery free?+
Free delivery applies to institutional orders over KES 50,000 within Nairobi. A delivery fee applies for other orders based on location.
Can I collect from your warehouse?+
Yes. Walk-in and collection available at Pawad House, Enterprise Road, Industrial Area, Nairobi. Mon–Fri 08:00–17:00.
Do you ship to East Africa (Uganda, Tanzania, Rwanda)?+
Yes for bulk/institutional orders. Contact us for cross-border logistics and documentation.
Payments
What payment methods do you accept?+
M-Pesa Paybill, bank transfer, cheque (for institutions), and card. Cash on delivery available within Nairobi.
What is your M-Pesa Paybill?+
Business number 247247. Account: your order reference number.
Do you offer payment plans?+
For large institutional orders, we can discuss staged payment terms.
Returns & After-Sales
What is your returns policy?+
Sealed/sterile products cannot be returned unless faulty. Equipment faults are covered under manufacturer warranty. Notify us within 7 days of receipt.
Do you offer installation for medical equipment?+
Yes. For major equipment (beds, autoclave, patient monitors), we provide installation and basic training at an agreed fee.
Do you offer after-sales service and maintenance contracts?+
Yes, for selected equipment categories. Ask our sales team for a service agreement quote.
About Pawad
Where are you located?+
Pawad House, Enterprise Road, Industrial Area, Nairobi. Near the Industrial Area roundabout.
Are you PPB-registered?+
Yes. Registration No. 2017/14302.
How long have you been in business?+
Since 2014. Over a decade supplying Kenya's healthcare sector.
Still have a question?
We’re happy to help.
Our team is available Monday to Friday, 08:00 to 17:00. Most enquiries — including quotation requests — are answered the same or next business day.
Contact us