Effective Date: 20 September, 2025
Business Name: Brown’s Pharmacy Limited

At Brown’s Pharmacy Limited, we are committed to providing safe, timely, and reliable delivery of genuine pharmacy products to our customers. This policy explains how we handle shipping and returns/refunds for orders placed through our e-commerce site.

1.1 Coverage Area

• We deliver within Nairobi City County and selected surrounding areas.

• Deliveries outside Nairobi may be arranged on request and are subject to availability, delivery timelines, and fees.

1.2 Delivery Timelines

• Same-day delivery: Orders confirmed before 12:00 PM within Nairobi may be delivered the same day, subject to product availability and prescription validation.

• Next-day delivery: Orders confirmed after 12:00 PM or requiring additional prescription checks are delivered the next working day.

• Regional deliveries: Where applicable, deliveries outside Nairobi take 2–5 business days, depending on courier availability.

• Delivery timelines may vary during weekends, public holidays, or unforeseen disruptions (weather, traffic, strikes, emergencies).

1.3 Delivery Hours

• Monday to Saturday: 9:00 AM – 7:00 PM

• Sundays & Public Holidays: Deliveries on request, subject to confirmation.

1.4 Delivery Fees

• Free delivery: Orders above KES [amount] within Nairobi.

• Flat fee: Orders below that threshold attract a delivery fee of KES [amount] (visible at checkout).

• Additional fees may apply for urgent or long-distance deliveries outside standard zones.

1.5 Order Confirmation & Processing

• You will receive SMS, email, or WhatsApp confirmation once your order is received and processed.

• For prescription medicines, delivery is subject to pharmacist validation. Customers may be contacted for additional details if required.

1.6 Delays

• While we strive to meet stated timelines, delivery may be delayed due to:

  • Product unavailability

  • Regulatory checks or prescription clarifications

  • Traffic disruptions or force majeure events

• In such cases, customers will be notified promptly.

2.1 General Principle

Due to the sensitive nature of pharmacy products, most medicines and health supplies are non-returnable once sold and delivered. This is in line with public health and safety regulations.

2.2 Eligible Returns

We accept returns or provide refunds/exchanges only in the following cases:

• Incorrect item delivered (different from what was ordered)

• Damaged product received on delivery

• Expired product supplied

• Defective medical devices or equipment (e.g., thermometers, BP machines, glucometers)

2.3 Conditions for Return/Refund

• Must be reported within 24–48 hours of delivery.

• Product must be unopened, unused, and in original packaging, except where damaged/expired.

• Proof of purchase (order number, receipt, or delivery note) is required.

• Items must be handed back to the delivery agent or returned to our designated pick-up location after confirmation.

2.4 Non-Returnable Items

• Prescription medicines (unless damaged, incorrect, or expired)

• Opened personal care, hygiene, or cosmetic products

• Cold-chain or temperature-sensitive medicines (insulin, vaccines, injectables)

• Clearance or final-sale items clearly marked “Non-returnable”

2.5 Refund Process

• Once a return is verified and accepted, refunds will be processed via the original payment method (M-Pesa, card, bank transfer).

• Refund processing may take up to 14 business days, depending on payment provider timelines.

• For exchanges, replacement will be arranged promptly where stock is available.

2.6 Order Cancellations

• Orders may be cancelled before they are dispatched.

• Once dispatched, cancellations may not be possible, especially for prescription medicines.

Note: This policy is part of our overall Terms & Conditions and may be updated periodically to reflect regulatory changes, business practices, or service improvements. Updates will be posted on our website with a revised effective date.