Returns & Refunds

We want you to be confident with every order. This page explains what can be returned and how. Some restrictions are imposed by Pharmacy and Poisons Board (PPB) regulations and cannot be waived.

What can be returned

Cannot be returned

• Dispensed prescription medications. Once a prescription is filled and the medicines leave our pharmacy, they cannot return to stock. This is a PPB safety rule and applies to all licensed pharmacies in Kenya.
• Cold-chain products that have been delivered. Once an insulin pen, vaccine, or similar item is out of our temperature-controlled system, we cannot verify its integrity.
• Personal-care and intimate-hygiene products once the seal is broken.

Can be returned

• Unopened, sealed over-the-counter products within 7 days of delivery.
• Unopened medical devices (blood pressure monitors, glucose meters, etc.) within 7 days of delivery, in original packaging.
• Cosmetics and skincare in original packaging within 7 days, if unopened.

Always replaced or refunded

Regardless of category, if any of the following apply we will replace or refund in full:

• Wrong item shipped
• Damaged in transit
• Expired on arrival
• Defective product
• Our pharmacist later determines the prescription was incorrectly filled

How to initiate a return

1. Email job.nyakondo@yahoo.com with your order number.
2. Include a brief description of the issue and photographs if relevant.
3. Our team responds within one business day with next steps.
4. For approved returns, we arrange collection or provide a return address — depending on the item and your location.

Refund timeline

Once a returned item arrives at the pharmacy and is inspected:

• M-Pesa refunds: typically processed within 3 business days. Funds appear depending on Safaricom's processing time.
• Cash refunds (for cash-on-delivery orders): arranged in person at the pharmacy or by M-Pesa transfer.

Original delivery fees are non-refundable unless the return is due to our error.

Disputed charges

If you believe you were charged incorrectly, contact us before opening a dispute with M-Pesa. We aim to resolve billing issues within one business day.

Suspected adverse drug reaction

If you experience an adverse reaction to a medication, stop using it immediately and seek medical advice. Contact us so we can document the incident, support a swap or refund where appropriate, and report serious cases to the PPB.