Returns & Refunds

Our policy for returns, refunds, and exchanges

1. Return Policy Overview

At HealthX Pharmacy, we are committed to ensuring you receive quality products. If you are not satisfied with your order, we are here to help. Please read our return policy carefully to understand your options.

Important Notice: Due to the nature of pharmaceutical products and health regulations, certain items cannot be returned once dispensed. This is to ensure the safety and integrity of all medications.

2. Eligible Returns

You may request a return or exchange under the following conditions:

  • Wrong product delivered: If you receive a product different from what you ordered
  • Damaged products: If products arrive damaged or broken
  • Expired products: If products are past their expiry date upon delivery
  • Quality issues: If products show visible defects or quality problems

3. Non-Returnable Items

The following items cannot be returned due to health and safety regulations:

  • Prescription medications that have been dispensed
  • Opened or used products
  • Products with broken seals
  • Temperature-sensitive medications (cold chain products)
  • Personal hygiene products
  • Products returned after 48 hours of delivery

4. How to Request a Return

To initiate a return, please follow these steps:

  • Step 1: Contact us within 24 hours of receiving your order
  • Step 2: Call our pharmacy line at 0718 714 810 or email pharmacy@healthxafrica.com
  • Step 3: Provide your order number and reason for return
  • Step 4: Our team will review your request and guide you through the process
  • Step 5: If approved, we will arrange for pickup or provide return instructions

5. Refund Process

Once we receive and inspect the returned item, we will process your refund:

  • Refunds are processed within 5-7 business days
  • Refunds will be made to the original payment method (M-Pesa)
  • You will receive an SMS confirmation once the refund is processed
  • Delivery fees are non-refundable unless the return is due to our error
Our Guarantee: If we made an error with your order, we will cover all return costs and process your refund or replacement immediately.

6. Exchanges

If you prefer an exchange instead of a refund, we will be happy to arrange this for you. Exchanges are subject to product availability. If the replacement product costs more, you will need to pay the difference. If it costs less, we will refund the difference.

7. Damaged During Delivery

If your order arrives damaged:

  • Take photos of the damaged package and products immediately
  • Contact us within 24 hours with the photos and your order number
  • Do not dispose of the damaged items until instructed
  • We will arrange for a replacement or full refund

8. Contact Us

For any questions about returns or refunds, please contact our customer service team:

Need Help?

0718 714 810 pharmacy@healthxafrica.com Toll Free: 0800 720 795