Shipping & Delivery Policy

Working Hours & Order Processing

HealthX Dawa accepts online orders 24 hours a day, 7 days a week.

Orders are processed and dispatched during active delivery hours, with timelines depending on when the order is placed and the delivery location.

Delivery Timelines

Delivery timelines may vary slightly depending on order volume, location, or external courier schedules. Where delays occur, we will notify you as early as possible.

Delivery Notifications & Tracking

Once your order is successfully placed:

• You will receive an Order Confirmation SMS or email with your order number
• Your order will also appear under "My Orders" in your account
• You will receive a dispatch notification once the order is on the way
• Our delivery rider or courier partner will contact you prior to delivery

Delivery Methods

We offer the following delivery options:

• Home or office delivery via our approved delivery partners
• In-store collection at our offices at Eaton Place, Gigiri

For deliveries outside Nairobi, we use approved third-party courier services.

Payment Method

Payment is completed via mobile money (M-Pesa) at the point of delivery.

Please ensure:

• Your M-Pesa account is sufficiently funded before delivery
• You are available to receive your order

Pay-on-Delivery Limitation: Pay-on-delivery is currently available only for deliveries within Nairobi.

Prescription Orders – Important Notice

For prescription-only medicines:

• The customer must personally receive the delivery
• Our pharmacist or delivery agent will provide medicine counselling
• You must hand over the original prescription at the point of delivery

Insurance Orders

For insurance-covered orders:

• The customer must personally receive the delivery
• Biometric verification may be required
• You must hand over:
  • The original prescription
  • The insurance claim form

Shipping Charges

Delivery charges are calculated based on your location and will be:

• Clearly displayed at checkout
• Confirmed once you select your delivery address

Delivery Delays

While we strive to meet all delivery timelines, delays may occasionally occur due to:

• High order volumes
• Weather or traffic conditions
• Courier-related challenges

Where delays are anticipated, we will proactively inform you.

Damaged or Incorrect Orders

Please check your order at the point of delivery.

If your order:

• Is incomplete
• Is damaged
• Contains the wrong item

Kindly notify the delivery agent before they leave.

For further support, contact us via phone, WhatsApp, or email. Please retain all packaging and affected items when reporting an issue.

International Shipping

HealthX Dawa currently does not offer international shipping. All deliveries are within Kenya only.

Returns

For safety reasons, medicines cannot be returned or exchanged once dispensed, except where:

• The wrong item was supplied
• The product is damaged or expired

Please contact our support team immediately should this occur. For full details, see our Returns Policy.