Return and Refund Policy

To ensure the safety of our community and the integrity of our medical supply chain, Brown's Pharmacy operates under strict Pharmacy and Poisons Board (PPB) guidelines. Please read our policy regarding returns and refunds carefully before making a purchase.

1. Non-Returnable Items (Safety First)

In accordance with global health protocols, the following items are strictly NON-RETURNABLE once they have been delivered and accepted:

• ● Prescription Medications: All POMs (Prescription Only Medicines) and OTC (Over-The-Counter) medications.
• ● Cold-Chain Products: Insulin, vaccines, and other temperature-sensitive items.
• ● Hygiene Products: Breast pumps, thermometers, nebulizers, braces, and personal care items.
• ● Opened Items: Any product where the tamper-evident seal is broken or the original packaging is damaged.

2. Eligible Grounds for Return

We only accept returns and provide refunds/replacements under the following specific circumstances:

• Incorrect Dispensing: If the item delivered does not match your prescription or order confirmation.
• Damaged on Arrival: If the product is physically damaged at the point of delivery (must be reported to the rider immediately).
• Quality Concerns: If the product is found to be expired or subject to a manufacturer recall.

3. The 24-Hour Notification Rule

Any discrepancy or damage must be reported within 24 hours of delivery. To initiate a claim, you must provide:

1. Your Order Number.
2. Photographic evidence of the damaged/incorrect item.
3. A copy of the delivery note/receipt.

4. Refund Process (M-Pesa & Card)

Once a return is approved by our clinical team, the refund will be processed as follows:

• ● M-Pesa: Refunds will be sent to the original phone number used for the transaction within 3-5 business days.
• ● Credit/Debit Cards: Processing may take 7-10 business days depending on your bank’s policy.
• ● Store Credit: You may opt for immediate store credit for use on your next prescription.

5. Return Shipping Costs

If a return is due to an error by Brown's Pharmacy (incorrect item or damage), we will cover the cost of the rider for the return. For any other authorized returns, the customer is responsible for the delivery fee to our Westlands or Donholm branches.