This Return & Refund Policy explains when and how you may return an item purchased from Supreme Pharmacy LTD ("Supreme Pharmacy", "we", "us") through our website, mobile ordering channels, or WhatsApp/phone ordering, and how refunds are processed. It is written to comply with the Consumer Protection Act, 2012 (Laws of Kenya), the Pharmacy and Poisons Act, Cap 244, and the guidelines of the Pharmacy and Poisons Board (PPB). By placing an order with us, you agree to this policy.
1. Why medicines are treated differently
As a PPB-licensed pharmacy, we are legally and professionally obligated to protect the integrity, safety, and traceability of every medicine we dispense. Once a medicine leaves our licensed premises in Pioneer Plaza, we can no longer verify how it was stored, handled, or exposed to heat, light, or contamination. For this reason, our approach to returns follows standard pharmaceutical practice: medicines are generally not returnable or exchangeable once dispensed, except in the limited safety-related circumstances set out below.
This restriction exists to protect your health, not to limit your consumer rights. Where the Consumer Protection Act, 2012 entitles you to a refund, repair, or replacement — for example where goods are defective, unsafe, or not as described — that right is fully preserved and is honoured through the process in Section 3.
2. What can and cannot be returned
2.1 Not eligible for return
- Prescription-only medicines (POM) that have been dispensed against a valid prescription.
- Any medicine, injectable, or controlled substance once its packaging, blister, seal, or box has been opened.
- Cold-chain / temperature-sensitive products (e.g. insulin, some vaccines) once they have left our cold storage, as their safety cannot be re-verified.
- Medicines that have been part-used, or where the outer packaging is missing, defaced, or damaged by the customer.
- Items marked as final sale, clearance, or close-to-expiry at a discounted price.
- Personal care and hygiene items once opened, for hygiene reasons.
2.2 Eligible for return, replacement, or refund
- You received the wrong item, wrong strength, or wrong quantity due to our error.
- The item arrived damaged, tampered with, leaking, or with a broken seal — subject to verification against our dispatch and courier handover records (see Section 3). We cannot approve a seal/tamper claim on the customer's word alone, since packaging can be opened after delivery.
- The item was expired, or within 30 days of its expiry date, at the time of delivery.
- The item is defective, counterfeit, or does not match its description, in violation of the Consumer Protection Act, 2012.
- Unopened, unused over-the-counter (OTC) products, wellness items, or supplements in original, resalable packaging, returned within 3 days of delivery.
- Unopened, unused medical devices in original, resalable packaging, returned within 3 days of delivery.
- An order was cancelled before dispatch, or a duplicate/unsolicited order was charged in error.
3. How to request a return or refund
- Contact us within 48 hours of delivery for damaged, wrong, or defective items, or within 3 days for other eligible unopened items (medical devices, OTC products, wellness items, or supplements).
- Reach our Customer Service team on +254 706 124 102 (call or WhatsApp) or supremepharmacy@ymail.com, quoting your order number.
- For a damaged, tampered, or broken-seal claim, you must share clear photos (or a short video) of the item and its outer packaging as received, taken before further handling, within 24 hours of delivery.
- We verify seal/tamper claims against our own dispatch records — including pre-dispatch packing checks and, where available, our rider or courier's handover confirmation — to confirm the item left our premises intact. A claim that is inconsistent with these records, or unsupported by timely evidence, will not be approved, since packaging can be opened after delivery and we cannot rely on a customer's account alone.
- Our pharmacist-in-charge will review the request. Items that raise a safety concern will not be restocked or resold, and will be disposed of in line with PPB pharmaceutical waste-disposal guidance.
- Approved returns are collected by our rider or courier, or may be dropped off at Pioneer Plaza, Mburu Gichua Road, Near Jamia Mosque, Nakuru, at no cost to you where the fault is ours.
4. Refunds
- Approved refunds are processed to the original payment method (currently M-Pesa Paybill/Till, or any additional method we introduce in future) within 7 business days of the return being received and approved.
- Where a refund to the original method is not possible, we will agree an alternative with you, such as an M-Pesa reversal or store credit.
- Delivery fees are refunded only where the return is due to our error (wrong item, damaged item, or non-delivery).
- For orders paid on delivery, approved refunds are issued via M-Pesa to the number used to place the order, unless you request otherwise.
5. Cancellations
You may cancel an order free of charge at any time before we confirm dispatch. Once a prescription order has been verified and dispensed by our pharmacist, it can no longer be cancelled, in line with Section 2.1 above. To cancel, contact us immediately using the details in Section 8.
6. Adverse reactions and product safety concerns
If you experience an adverse reaction, suspect a counterfeit product, or have a product-safety concern, stop use immediately, contact your healthcare provider, and notify us right away so we can investigate and, where required, report to the Pharmacy and Poisons Board's pharmacovigilance system. This falls outside the standard return process and is handled as a priority safety matter.
7. Changes to this policy
We may update this Return & Refund Policy from time to time to reflect changes in the law, PPB guidance, or our operations. The effective date at the top of this document will always show the version currently in force. Continued use of our services after an update constitutes acceptance of the revised policy.
8. Contact us
- Address: Pioneer Plaza, Mburu Gichua Road, Near Jamia Mosque, Nakuru, Kenya
- Customer Service / WhatsApp: +254 706 124 102
- Email: supremepharmacy@ymail.com
- If you are not satisfied with how a return or refund was handled, you may escalate to the Competition Authority of Kenya (CAK) or the Pharmacy and Poisons Board.