Frequently Asked Questions

Are you a licensed pharmacy?

Yes. AURAMED CHEMIST is licensed by the Pharmacy and Poisons Board of Kenya. Our practice licence number and premises number are displayed in the storefront footer.

Can I order prescription medications online?

Yes. When you add a prescription-required product to your cart, the checkout will ask you to upload a clear photograph or PDF of your prescription. Our pharmacist verifies the prescription before we dispense and dispatch the order. If anything is unclear or invalid, we will contact you before charging or shipping.

What payment methods do you accept?

We accept M-Pesa (via Safaricom Daraja), and where available, cash on delivery. Cards and bank transfers are not currently supported. Payment options visible at checkout reflect what is enabled for your delivery zone.

Where do you deliver?

Our active delivery zones and fees are visible during checkout once you enter your delivery address. If your address is outside our zones, contact us — we can sometimes arrange courier delivery on a case-by-case basis.

How long does delivery take?

Standard delivery is same-day or next-day within Nairobi, depending on the time of order and the delivery zone. Specific estimates are shown at checkout based on your zone. Out-of-area deliveries quote separately.

What's your returns policy?

Dispensed prescription medications cannot be returned under Pharmacy and Poisons Board rules. Unopened non-prescription products in original packaging may be returned within 7 days of delivery. If we ship the wrong item or a damaged product, we will replace it or refund you in full. See Returns & Refunds for details.

Are the products genuine?

Yes. We source only from authorised wholesalers and manufacturers. Cold-chain products are stored and shipped under continuous temperature monitoring.

Can I speak to a pharmacist?

Yes — see our Pharmacist page for direct contact details and consultation hours. Brief clinical questions by phone or email are free. Longer consultations may be scheduled by appointment.

What about my privacy?

We comply with the Kenya Data Protection Act, 2019. See our Privacy Policy for what we collect, how we use it, and your rights as a data subject.