Returns & Refund Policy

At Harojan Pharmacy Limited, we are committed to providing high-quality pharmaceutical care. To maintain the safety and integrity of our medications, we adhere to the following policy regarding returns and refunds.

1. General Policy on Medications

In accordance with pharmaceutical best practices and safety regulations in Kenya:

  • Prescription and Over-the-Counter (OTC) Medicines: Once medicines have left the pharmacy premises, they cannot be returned or exchanged. This is to ensure that the storage conditions and integrity of the medication have not been compromised.

  • Safety First: We cannot restock or resell medication that has been out of our controlled environment, as we cannot guarantee its efficacy or safety for the next patient.

2. Exceptions for Returns

We will only accept returns or offer exchanges/refunds in the following specific circumstances:

  • Dispensing Errors: If we accidentally dispensed the wrong medication, strength, or quantity compared to your valid prescription.

  • Damaged or Defective Products: If the product packaging was damaged or the item was defective at the point of sale/delivery.

  • Expired Products: In the unlikely event that a product is found to be past its expiry date at the time of purchase.

3. Non-Medicinal Items

For surgical spirit, bandages, wellness supplements (unopened), and other non-drug healthcare products:

  • Items must be returned within 48 hours of purchase.

  • The product must be unopened, unused, and in its original packaging with the seal intact.

  • A valid original receipt is mandatory for all returns.

4. Refund Process

  • Verification: All returns are subject to inspection by our lead pharmacist at either our Siwaka Plaza or Dagoretti branch.

  • Method of Refund: If a refund is approved, it will be processed via the original payment method (e.g., M-Pesa reversal or Cash) within 3–5 business days.

  • Exchanges: We encourage exchanges for the correct item where a dispensing error has occurred.

5. How to Initiate a Return

If you believe you have a valid reason for a return, please:

  1. Visit the branch where the purchase was made.

  2. Bring the original receipt and the product in question.

  3. Speak with the Pharmacist-on-duty or contact us at info@harojanpharmacy.com.

Note: This policy is designed to protect your health and ensure the highest standards of pharmacy practice in Nairobi. We thank you for your understanding and cooperation.