Shipping Policy

At Moran Pharma, we strive to ensure your order reaches you quickly, safely, and conveniently.

1. Delivery Areas

We deliver across Nairobi and its surrounding neighborhoods. Delivery outside Nairobi may be arranged upon request and may attract additional charges.

2. Delivery Timeframes

  • Within Nairobi: 1–3 hours (depending on distance and traffic).

  • Outside Nairobi: Same-day or next-day delivery based on courier availability.

3. Delivery Fees

Delivery charges are calculated based on your location and will be displayed at checkout.

4. Order Processing

Orders placed during working hours are processed immediately. Orders outside business hours will be processed the next morning.

5. Prescription Orders

Prescription medicines require a valid prescription for processing. Moran Pharma may decline orders that do not meet legal requirements.

6. Delivery Confirmation

Once your order is dispatched, you will receive a confirmation message with delivery details.

7. Failed Deliveries

If the delivery attempt fails due to incorrect information or unavailability of the customer, additional delivery charges may apply for rescheduled deliveries.

Return Policy

Your safety and satisfaction are important to us. Due to the nature of pharmaceutical products, returns are handled with strict care.

1. Non-Returnable Items

For health and safety reasons, the following cannot be returned:

  • Prescription medicines

  • OTC medicines

  • Opened or used products

  • Personal care items

  • Medical consumables
    Unless the item is damaged, expired, or supplied in error.

2. Eligible Returns

You may return or exchange an item if:

  • The product is damaged on arrival

  • The product was incorrectly supplied

  • The product is expired at the time of delivery

3. Return Process

To request a return:

  1. Contact us within 24 hours of delivery.

  2. Provide your order number and a photo of the issue (if applicable).

  3. Our support team will review and provide a return or replacement solution.

4. Refunds

Approved refunds will be processed within 3–5 business days via the original payment method. Delivery fees are non-refundable unless the item was incorrectly supplied or defective.

5. Exchange Policy

If the product qualifies for an exchange, we will replace it with the same item or an approved alternative.

6. Final Decision

All return and refund decisions are made at the discretion of Moran Pharma to ensure safety, regulatory compliance, and fairness.