This Returns and Refunds Policy is designed for pharmacy ecommerce safety. Because medicines and health products are sensitive, return eligibility is stricter than general retail categories.
1. General Return Rule
Products that are opened, unsealed, tampered with, temperature-sensitive, or dispensed on prescription are generally not returnable unless there is a verified quality issue or fulfilment error from our side.
2. Eligible Return Scenarios
Returns may be accepted for wrong item delivered, damaged package on arrival, missing item from confirmed invoice, or verified quality defect reported within the required timeline.
3. Reporting Timelines
Please report delivery issues as soon as possible after receipt. Reports should include order number, product details, and clear photos where packaging or quality concerns are involved.
4. Inspection and Decision
Each request is reviewed by operations and, where necessary, pharmacist/quality review. Approval is based on product condition, evidence quality, and whether product integrity can still be guaranteed.
5. Refund Method and Timing
Approved refunds are processed to the original payment channel where possible. Processing time depends on payment provider timelines and fraud checks.
6. Non-Refundable Cases
Refunds are typically declined for change-of-mind returns on opened products, customer handling damage, delayed reporting, incomplete evidence, or policy abuse patterns.
7. Contact
Phone: [Insert phone] | Email: [Insert support email] | Address: [Insert Kasarani branch address, Nairobi, Kenya]
FAQ
Can I return a prescription medicine after opening?
Normally no, except where a verified quality issue is confirmed.
How will I know if my refund is approved?
You will receive an update through your registered contact details and order tracking workflow.