Failed Delivery & Refund Policy
What happens when a delivery cannot be completed, when you can request a refund, and how we process it.
At a Glance
- Free redelivery within 48 hours on a first failed attempt
- Request a refund within 7 days
- Refunds processed in 5-7 business days
- Support responds within 24 hours
Failed Delivery
Failed Delivery Definition
- The courier attempts delivery, but the customer is unreachable.
- Incorrect or incomplete delivery address prevents delivery.
- The order is rejected at the point of delivery.
- Regulatory compliance prevents delivery (e.g., prescription not verified).
Notification Process
- Customers will be notified via SMS, email, and/or phone for failed delivery attempts.
- Customers are encouraged to update their delivery information within 24 hours.
Redelivery & Rescheduling
- First failed attempt: Free redelivery within 48 hours (Nairobi/urban areas).
- Second failed attempt: Customer may request rescheduling; delivery fees may apply.
- Cold-chain products require urgent rescheduling to maintain product integrity.
Refund Policy
Eligible Refunds
- Delivery cannot be completed due to operational failure or stock unavailability.
- The product is damaged, expired, or compromised during delivery.
- Regulatory reasons prevent delivery (e.g., invalid prescription).
Non-Refundable Scenarios
- Delivery failure caused by incorrect customer information (address, phone number)
- Refusal to accept a valid prescription-required product
- Order cancellation requested after dispatch
Refund Process
Submit a Request
Submit a refund request via the support portal/email within 7 days of the failed delivery notification.
Eligibility Review
The order is reviewed by the support & pharmacist team to confirm eligibility.
Refund Processed
Refunds are processed to the original payment method within 5-7 business days.
Special Considerations for Cold-Chain Products
- Refunds are strictly managed to maintain compliance with PPB and safety regulations.
- Returned cold-chain products cannot be resold and will be destroyed if compromised.
Customer Responsibilities
- Provide accurate delivery information.
- Ensure availability for receipt of products, particularly for cold-chain items.
- Upload valid prescriptions for prescription-required products.
Regulatory Compliance
- Policy complies with Pharmacy and Poisons Board (PPB) and Kenyan consumer protection laws.
- All returned or undelivered prescription medicines are handled according to PPB safety standards.
Contact & Support
Customers can report failed delivery or request refunds via support email, phone, or online portal.
Support response time: within 24 hours.