Returns & refunds
Returns & refunds
If we got it wrong, we fix it at our cost. Where the law limits what can come back, we explain why.
The short version. Dispensed medicines cannot be returned once they leave the pharmacy. Anything that is our mistake — wrong item, damaged, expired, short-dated — we replace or refund in full, including delivery.
Raising a problem
Message +254 740 686 263 on WhatsApp with your order number and a photograph of the item. A pharmacist handles it directly — there is no form to fill in and no ticket queue.
Prescription medicines
If a prescriber changes your prescription after we have dispensed it, contact us anyway. We cannot take the medicine back, but we can often advise on safe disposal and on what the change means for what you already hold.
Common questions
Can I return medicine I no longer need?
No. Once a medicine has left the pharmacy its storage conditions can no longer be guaranteed, so it cannot be returned to stock or resold. This applies to every licensed pharmacy in Kenya and exists to protect the next patient, not to protect us.
What if you sent the wrong item?
Tell us within 48 hours and we will collect it and replace it at our cost. That is our error, not yours.
What if the item is damaged or expired?
Do not use it. Send us a photograph on WhatsApp and we will replace it or refund it in full, including delivery.
What about non-medicine items?
Unopened and unused items with intact seals — skincare, devices, accessories — can be returned within 7 days of delivery in their original packaging.
How long does a refund take?
Once we have agreed the refund it is sent back the way you paid, usually within 3 working days.