Refund policy

Clover Pharmacy is committed to patient safety, product quality, and fair consumer practices. Due to the nature of pharmaceutical and healthcare products, returns and refunds are handled in accordance with Kenyan law and professional pharmacy standards.

1. General Principle

For safety, quality assurance, and regulatory reasons, medicines and certain healthcare products cannot be returned once dispensed or delivered, except where permitted by law or where a dispensing error has occurred.

All returns and refunds are assessed on a case by case basis.

2. Medicines
2.1 Non returnable items

The following items are not eligible for return or refund once dispensed or delivered:

  • Prescription only medicines
  • Over the counter medicines
  • Opened or partially used medicines
  • Medicines that have left the pharmacy premises

This restriction exists to prevent risks related to storage conditions, tampering, and patient safety.

2.2 Exceptions

A refund or replacement may be considered if:

  • An incorrect medicine, strength, dosage form, or quantity was supplied by Clover Pharmacy
  • The product was damaged, defective, or expired at the time of supply
  • A dispensing error occurred

In such cases, the issue must be reported immediately or within 24 hours of receipt.

3. Non medicinal Products

The following products may be eligible for return or exchange, subject to assessment:

  • Medical devices
  • Baby care products
  • Wellness and nutritional supplements
  • Beauty and skincare products

Conditions for return:

  • The item must be unused, unopened, and in its original packaging
  • Proof of purchase must be provided
  • The return request must be made within 24 hours

Clover Pharmacy reserves the right to decline returns where hygiene, safety, or quality may be compromised.

4. Refund Method

Approved refunds will be processed using the original method of payment where possible.

Refund processing timelines may vary depending on the payment provider. Delivery fees are generally non refundable unless the return is due to an error by Clover Pharmacy.

5. Gift Vouchers

Gift vouchers:

  • Are non refundable
  • Cannot be exchanged for cash
  • Must be used in accordance with the stated terms and validity period

6. Delivery Related Issues

If an order is damaged during delivery or items are missing:

  • The issue should be reported immediately upon delivery or as soon as reasonably possible
  • Clover Pharmacy may arrange for replacement, refund, or resolution after verification

7. Right to Refuse Returns

Clover Pharmacy reserves the right to refuse a return or refund if:

  • Products have been misused or improperly stored after delivery
  • The request does not meet regulatory or safety requirements
  • There is reasonable suspicion of misuse, fraud, or abuse of policy

8. Consumer Rights

Nothing in this policy limits your statutory rights under the Consumer Protection Act or other applicable laws of Kenya.

9. Contact Information

For return or refund inquiries, customers should contact Clover Pharmacy using the contact details provided on the website or visit the pharmacy in person at Utawala, along the Eastern Bypass.