Refund Policy

When and how we refund an order · last updated August 2026

We want you to trust every Dawa order. If something is wrong, we make it right.

Before dispatch

If you haven't paid yet, simply don't complete the M-Pesa prompt — no charge is made. If you've paid but your order hasn't been dispatched, message us on WhatsApp to cancel and we'll refund you in full.

After delivery

• Wrong, damaged, or expired item — we replace it or refund it in full, including the delivery fee.
• Doubt about authenticity — if you have any doubt a medicine is genuine, do not use it. Contact us and, once verified, we replace or refund it.
• For safety and regulatory reasons, correctly-supplied medicines generally cannot be returned once they have left our custody. Where the issue is on our side, that limitation does not apply.

How refunds are paid

Refunds are returned to the M-Pesa number that paid, usually within a few business days. We'll confirm on WhatsApp when a refund has been sent.

How to request a refund

Message us on WhatsApp at +254143002002 with your order code (e.g. DW-XXXXX) and what went wrong. A licensed pharmacist reviews every refund involving a medicine.

← Back to Dawa