+254 792 331 941 info@leshavinpharmacy.com Moi Drive, Plot No. Umoja A18, Nairobi, Kenya Mon - Sat: 8:00 AM - 10:00 PM | Closed: Sunday & Public Holidays
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Home ›Refund and Returns Policy
Return Policy

Your Satisfaction,Our Priority

At Leshavin Pharmacy, we're committed to making sure you're happy with every order. If something isn't right, our team is here to make it right, quickly and fairly.

Easy Returns
Simple, hassle-free process
Quality Assured
Safe, genuine products
Timely Support
Always ready to assist
Customer First
Your satisfaction matters

When We'll Accept a Return

A return will typically go through if it meets these points:

  • 1
    Something went wrong on our end
    Wrong item, damaged item, or a fault you noticed on opening it. Flag it within 48 hours of it reaching you.
  • 2
    The item hasn't been opened or used
    Packaging, seals and labels need to be exactly as they arrived.
  • 3
    You can point us to the order
    An order number, receipt or WhatsApp confirmation is enough.
  • 4
    You get in touch within 7 working days
    Delivery date counts as day one.
Worth noting: medicines, toiletries and similar items that touch the body directly can only be returned if they're faulty or if we sent the wrong one, not simply because a seal was broken.

What Can't Be Returned

A few categories fall outside our return process:

  • 1
    Items that needed refrigeration
    Once cold-chain products leave storage, we can no longer vouch for their condition.
  • 2
    Products that have been opened or handled
    A broken seal or missing label takes it out of scope.
  • 3
    A change of mind after checkout
    Worth a second look at your order before you confirm it.
  • 4
    Requests raised after the 7-day mark
    Unless you'd already flagged the issue with us before then.
Not Sure Where You Stand?
Message our team with your order details and we'll tell you straight away whether a return applies.
+254 792 331 941 info@leshavinpharmacy.com
Delivery & Payment

How Delivery & Payment Work

1Paying for Your Order
  • Pay-on-delivery works for addresses within Nairobi and nearby areas
  • Orders further out are settled before dispatch
  • We take M-Pesa, bank transfer, cash on delivery, or Visa card
  • Credit terms only apply where we've agreed to them in writing beforehand
2When Your Order Arrives
  • Expect a rough delivery window shared with you ahead of dispatch
  • Have your payment and someone available to receive the parcel at that time
  • Riders will call or message shortly before they arrive
3How Long a Rider Waits
  • Around 15 minutes is the standard wait once a rider is at your location
  • This can extend to 20 minutes if you're close by and responding on WhatsApp
4Missed the Delivery?
  • The rider carries on to their next stop and your parcel is queued for another attempt
  • A modest re-delivery fee may apply on the next attempt
  • Message us to pick a better time slot for the retry
Getting your money back: once a returned item lands back with us, our team looks it over before signing off on the refund. Approved amounts go back through whichever method you paid with, usually landing within 3 working days.

Repeated missed deliveries: if an order can't be completed more than once because nobody was reachable or payment wasn't sorted, future orders on that account may need to be paid for upfront instead of on delivery.
Simple Process

How to Return an Item

01
Contact Us
Reach out to our support team within 48 hours of delivery.
02
Provide Details
Share your order ID, reason for return, and product details.
03
Return the Item
Follow the instructions provided to return the item to us.
04
Refund / Replacement
Once approved, we'll process your refund or replacement.
We're Here to Make It Right
Your trust means everything to us. We're committed to quality products and excellent service every time.
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