Our Mall Pharmacy

Return & Refund Policy

Last updated: April 1, 2026

1. Overview

At Our Mall Pharmacy, your satisfaction is important to us. This policy outlines the conditions under which you may return products and request refunds.

2. Eligible Returns

You may return a product if:

  • The product is unused, sealed, and in its original packaging
  • The return request is made within 7 days of delivery
  • The product was damaged during delivery (report within 24 hours)
  • You received the wrong product
  • The product is expired or defective

3. Non-Returnable Items

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

  • Dispensed prescription medicines — once a prescription has been dispensed, it cannot be returned per the Pharmacy and Poisons Act (Cap 244)
  • Opened or used products — including supplements, skincare, and personal care items
  • Cold-chain products — items requiring refrigeration (e.g., insulin, certain vaccines)
  • Intimate/personal items — for hygiene reasons

4. How to Request a Return

  1. Contact our support team via WhatsApp (+254 740 686 263), email (ourmallpharmacy@gmail.com), or phone (+254 722 390 003)
  2. Provide your order number and reason for return
  3. Include photos of the product (required for damaged/wrong items)
  4. Our team will review your request within 24 hours
  5. If approved, we will arrange a free pickup from your delivery address

5. Refund Process

  • M-Pesa payments: Refunded to the same M-Pesa number within 3-5 business days
  • Card payments: Refunded to the original card within 7-10 business days
  • Cash on delivery: Refunded via M-Pesa to your registered phone number
  • Shipping costs are refunded only if the return is due to our error (wrong/damaged product)

6. Exchanges

We offer direct exchanges for wrong items or size/variant issues. The exchange product will be delivered at no additional cost. If the replacement product costs more, you will be charged the difference; if it costs less, the difference will be refunded.

7. Damaged Products

If your order arrives damaged, please do not accept the delivery or report the damage within 24 hours with photographic evidence. We will arrange an immediate replacement or full refund at no cost to you.

8. Contact

For return and refund inquiries, reach out via:

  • WhatsApp: +254 700 000 000
  • Email: returns@omp.co.ke
  • Or visit our Contact Page