Returns & Refunds Policy
We want you to be confident in every purchase. Because medicines are sensitive products, the following rules apply for your safety and in line with pharmacy regulations.
Last updated: 19 June 2026
1. Items that cannot be returned
For health and safety reasons, the following cannot be returned or exchanged once they have left our premises:
- Prescription-only medicines (POM) and any opened or tampered medicine.
- Refrigerated/cold-chain products.
- Personal and intimate health items.
2. When we will accept a return
- The product is damaged, defective, expired or incorrect on delivery.
- The issue is reported within 48 hours of delivery with the receipt/order number.
- The product is unopened and in its original, sealed packaging (where applicable).
3. How to request a return
Contact us within 48 hours at support@motrizdrugstore.co.ke or 0721 698 371 with your order number and a photo of the issue. Our pharmacist will review and advise next steps.
4. Refunds
Approved refunds are processed to your original payment method (e.g. M-Pesa) within 7 business days. Where a wrong or damaged item was sent, we cover return logistics and offer a replacement or full refund.
5. Damaged or wrong items
Do not use the product. Keep the packaging and contact us immediately so our pharmacist can assess it safely.
6. Contact
For any return or refund query, email support@motrizdrugstore.co.ke.