Returns & Refunds

Last updated: April 2026

A lot of what we sell goes directly onto the body or into it, so we have to be a little stricter about returns than a regular shop. The rules below are what we actually follow day to day. We have tried to keep them short and honest so there are no surprises.

What we can take back

• Sealed cosmetics, skincare and personal-care products — as long as the factory seal, outer box and any shrink-wrap are still intact, and the product has never been opened or tested.
• Medical devices such as BP monitors, glucometers, thermometers and nebulisers — in the original box with all cables, manuals and the warranty card untouched.
• Baby items like bottles, pacifiers and weaning equipment, provided they are still sealed and unused.
• Anything that arrived damaged, defective, expired, or was simply the wrong item sent by us.

What we cannot take back

Some things cannot come back once they have left the pharmacy. Kenyan pharmacy regulations do not permit it, and frankly we would not re-sell a returned item of this kind to anyone else either.

• Prescription-only medicines after they have been dispensed.
• Over-the-counter medicines whose tamper seal has been broken.
• Opened tubes, pumps, droppers or jars — anything whose seal has been removed, even briefly.
• Infant formula, probiotics, and other goods that rely on a controlled cold chain.
• Condoms, lubricants, pregnancy tests and similar intimate-hygiene items.
• Products bought on clearance or marked "final sale" on the product page.
• Items that are past their printed expiry date at the time of return, unless they arrived already expired.

Something arrived damaged or wrong

This is on us and we will sort it out quickly. Please:

1. Take a clear photo of the item, the outer box and any visible damage before you open or re-pack anything further.
2. Send the photos plus your order number to [email protected] or WhatsApp us on +254 768 933871 within 48 hours of delivery.
3. We will confirm receipt within one working day and arrange a pickup or replacement at no extra cost.

Damage claims made after 48 hours are difficult to verify with the courier and often refused, so please do not delay.

How to start a return

Email [email protected] with:

• Your order number (it starts with ZIO-)
• The item(s) you want to return and a brief reason
• Photos if the product is damaged, expired or the wrong one

We will reply with a return reference and directions for getting the parcel back to us. You can either drop it at our Nairobi office during business hours or we can send a rider. The rider fee is deducted from the refund unless the return is our fault.

Refunds

Once the item reaches us and passes inspection, we process the refund within 5 working days:

• M-Pesa orders are refunded to the same number you paid from.
• Card payments are reversed through Paystack and usually appear on your statement in 3–10 working days, depending on your bank.
• Cash on delivery orders are refunded via M-Pesa to the phone number on the order.

The original delivery fee is refundable only when the return is caused by our mistake (wrong item, damage, expired stock). Otherwise that fee stays with the courier.

Exchanges

We do not do direct exchanges, because stock moves quickly and pricing changes. The cleanest route is to request a refund for the first item and place a new order for the replacement. That way both transactions stay accurate and you are not stuck waiting for the stock ledger to reconcile.

Still need help?

Call or WhatsApp +254 768 933871 (Mon–Sat, 8am–7pm), or email [email protected] any time. A pharmacist or customer-care agent will come back to you as soon as we can.