DawaSwift Return and Refund Policy
At DawaSwift, our return policy allows you to return products to the originating pharmacy within 30 days of receipt, subject to a few exceptions. DawaSwift does everything possible to make sure that you are completely satisfied with the products that the listed pharmacies sell. We have an authentication process that ensures that the products you order on the DawaSwift app from pharmacies that are approved to sell their medical products on the app are non-counterfeit and are of high quality.
a) On the DawaSwift App, you can request a full refund/credit note based on the conditions listed below:
Full Refund/Credit Note Available If:
You made a payment on the DawaSwift app during the ordering process either at home or at any registered pharmacy and;
○ Item was received damaged
○ Item is unopened and you ordered the wrong item by mistake
○ You have been charged the delivery fee even though you are picking up in store;
○ Item is new with original packaging and accessories
○ All other requests must meet one of the following criteria to be eligible for a return:
○ the ordered item(s) is past its expiry date.
Please note that pharmacies and all their staff are vetted before being allowed to sell anything on the app to ensure the highest standards of medication to our patients.
b) 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. Please keep the receipt as emailed to you.
If your return request meets one of the above conditions you may elect to return the item(s) in one of the following ways:
We will not accept a return request resulting from a change of mind or the picking of a wrong product from a pharmacy selling on DawaSwift app. We recommend you inspect your order before you let the delivery partner(rider) leave the collection point as we are not able to accept returned products that have been opened or used unless they are defective.
c) Items returned after the rider has left or after they have left the point of collection may only be accepted at our discretion. These products should be returned within 48 hours to any DawaSwift accredited pharmacy near you.
d) Any products that you wish to return must be in the original packaging and unopened. If the product to be returned does not meet these conditions, we will be unable to offer a refund.
You will not be able to give you a refund/Credit Note if:
○ You simply change your mind
○ You bought the wrong item and it has been opened
How to Request for a refund
On the DawaSwift app, you can also cancel the order at any time before the pharmacy has shipped it or before 10 minutes have elapsed from the time of placing the order on the app, whichever comes first.
You can also 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.
Refunds on your DawaSwift account balance are processed within 30 minutes.
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 only process refund requests received within 48 hours (2 days) of initial payment.
If you have any queries, you can visit a DawaSwift Customer Care Center near you or call the DawaSwift customer care centre +254 712002975, email us at firstname.lastname@example.org, or contact our customer support executives through online chat. We're here for you!