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Uptone Pharmacy Limited, does everything possible to make sure that customers are completely satisfied with our products. We have an authentication process that ensures that delivered products are of the highest quality. We will provide a full refund/ credit note based on the conditions listed below:
The purchase was paid for during the ordering process and;
- the packaging was damaged;
- you receive a defective item;
- the ordered item(s) is lost or damaged during transit;
- the item received is used or expired;
- you received the wrong item / color / size / model;
- item was received with missing parts or accessories.
If you are not fully satisfied with your purchase due to any of the above, you can return the product for a full refund/ credit note or exchange. Items MUST be returned in their original packaging in an unused state within 48 hours of initial payment. Please keep the receipt as emailed to you or was contained inside your package. We recommend you inspect your order as soon as it is delivered to you as we are not able to accept returned products that have been opened or used unless they are defective. If the product to be returned does not meet these conditions, we will be unable to offer a refund.
Items that cannot be returned
- We do not accept returns of certain product categories for health and hygiene reasons: Customer safety is important to us, so certain product categories cannot be returned due to health and hygiene reasons, or if they may deteriorate or expire rapidly. You shall only be entitled to return and refund in respect of these items if you received the wrong item; a damaged or defective item. Please note that you are not entitled to a refund or return of these product categories if you have changed your mind.
- We do not accept returns of items that you have damaged after delivery: We do not accept returns of used or worn items, unless the reason for return is that the item stopped working or became damaged or defective after reasonable use.
You will not be able to give you a refund/ Credit Note if:
- You simply change your mind
- You bought an item by mistake
How to Request a Refund/Credit Note
To request a refund, simply email us your order details, including the reason you’re requesting a refund. We take customer feedback very seriously and use it to constantly improve our quality of service. If you have any queries, do call our help desk number +254 700 370 421, email us at [email protected], or contact our customer support executives through Whatsapp chat chat. We’re here for you!
Please note:
Should you be entitled to a credit note, this will be available in your Account within 24 hours of the receipt and resolution of a valid complaint as provided in the refund policy during the hours of operations.
Should a refund be authorized, we will process this within 1 (one) business day, after which the reversal into your account will be subject to your payment provider’s refund policy. We will process refunds through your original method of payment.
Cancellation Policy
If you need to cancel an order, please do so within 2 hours after placing the order. You can do so by calling our help desk number +254 700 370 421, email us at [email protected], or contact our customer support executives through Whatsapp chat chat.