Returns & Refunds

30-Day Return Policy. If you're not satisfied with your order, you have 30 days from the date of delivery to request a return and full refund.

What You Can Return

We accept returns in the following cases:

  • Damaged product — the product arrived with a broken seal, damaged packaging, or visible defects
  • Wrong product — you received a different product from what you ordered
  • Unsatisfied with the product — the product must be unused, with original packaging and seal intact

What Cannot Be Returned

  • Products that have been opened, used, or where the seal has been broken (unless the product arrived damaged)
  • Returns requested more than 30 days after delivery

How to Return a Product

1️⃣
Contact Us
Call +254 714 832 091 or email support@pharmapluspharmacies.co.ke within 30 days of delivery. Provide your name, phone number used for the order, and reason for return.
2️⃣
Get a Return Authorisation
Our team will review your request within 24 hours and provide return instructions, including the return shipping address and a reference number.
3️⃣
Ship the Product Back
Pack the product securely in its original packaging and send it to the address provided. Return shipping costs are covered by PharmaPlus for damaged or incorrect orders. For change-of-mind returns, the customer covers return shipping.
4️⃣
Receive Your Refund
Once we receive and inspect the returned product, we process your refund within 5 business days. Refunds are sent via M-Pesa to the phone number on your order.

Refund Method

Since all payments are made as cash on delivery, refunds are processed via M-Pesa to your registered phone number. If you prefer an alternative refund method, let us know during your return request and we will do our best to accommodate you.

Damaged on Arrival

If your product arrives with a broken seal, damaged box, or any visible defects — do not accept the delivery. You have the right to refuse the package and the courier will return it to us at no cost. If you already accepted the package and then noticed the damage, contact us within 48 hours with photos and we will arrange a replacement or full refund.

Exchanges

We do not offer direct product exchanges. To get a different product, return the current one for a refund and place a new order.

Contact

For returns and refund enquiries:
Phone: +254 714 832 091 (Mon–Fri, 8am–6pm EAT)
Email: support@pharmapluspharmacies.co.ke