What This Means for You
Jasmine Pharmacy is a specialist chronic-care pharmacy. Because we dispense prescription medicines, cancellations, returns, replacements, and refunds must be handled differently from ordinary retail purchases.
At this time, Jasmine Pharmacy does not process insurance claims or insurance payments. Patients are responsible for paying the applicable charges out-of-pocket using the payment method communicated for the particular order.
Payment may be collected before dispatch or on delivery, depending on the payment arrangement communicated by Jasmine Pharmacy for the particular order. Prescription verification and all pharmacy dispensing requirements apply regardless of when payment is collected.
You may request cancellation before an order has been dispensed, subject to the circumstances described in this policy.
Once a prescription medicine has been dispensed and released for fulfilment, it ordinarily cannot be returned to pharmacy stock or resold because Jasmine Pharmacy cannot safely establish the required storage, handling, security, and product-integrity conditions after the medicine has left our control.
This does not prevent you from raising a genuine problem with medication that is incorrect, damaged, compromised, defective, or otherwise not what Jasmine Pharmacy was required to provide. Such issues will be assessed promptly and may result in a replacement, refund, or other appropriate remedy.
Nothing in this policy limits any consumer right or remedy that cannot lawfully be excluded under Kenyan law.
1. Scope
This policy applies to prescription-medicine orders placed with Jasmine Pharmacy and to requests for:
- cancellation;
- refund;
- replacement;
- correction of an order; or
- resolution of a payment or delivery problem.
This policy applies to payments made directly by patients or their authorised representatives. Jasmine Pharmacy does not currently process insurance claims, insurance reimbursements, or direct insurer payments.
This policy should be read together with our:
- Prescription & Dispensing Policy;
- Delivery & Shipping Policy;
- Privacy Policy;
- Terms of Use; and
- Patient Rights Policy.
Where another applicable policy establishes a specific procedure concerning prescription verification, dispensing, delivery, or personal-data processing, that policy continues to apply.
2. When You May Cancel an Order
The availability and effect of cancellation depend on where the order is in the pharmacy process.
2.1 Before Prescription Verification
A prescription submission is not automatically an accepted order.
You may ask Jasmine Pharmacy to withdraw a prescription submission before it has been accepted for dispensing.
Where no order has been accepted and no payment has been collected, there is ordinarily no payment to refund.
2.2 After Prescription Verification but Before Dispensing
You may request cancellation after your prescription has been verified but before the medication has been dispensed.
Where Jasmine Pharmacy accepts the cancellation and no legal, safety, or other obligation prevents it, the order will be cancelled.
Where no payment has yet been collected, no refund is necessary.
Where payment has already been collected, any refundable amount will be handled in accordance with this policy.
2.3 During the Dispensing Process
Once dispensing has begun, cancellation may no longer be possible because the medication may already have been selected, measured, packaged, labelled, or otherwise prepared specifically for the patient.
If you wish to cancel at this stage, contact Jasmine Pharmacy immediately.
We will assess whether dispensing can safely and lawfully be stopped before completion.
2.4 After Dispensing
Once a prescription medicine has been dispensed, cancellation is generally no longer available merely because you have changed your mind or no longer want the medicine.
Dispensed prescription medicines ordinarily cannot be returned to pharmacy stock or resold because Jasmine Pharmacy cannot verify the conditions under which the medicine was kept after leaving the pharmacy's control.
This rule does not prevent a refund, replacement, or other remedy where the medication is wrong, damaged, compromised, defective, or otherwise subject to a legitimate complaint.
3. Payment Arrangements
Jasmine Pharmacy does not currently process insurance. All applicable charges must be paid out-of-pocket by the patient or an authorised representative.
Payment may be collected before dispatch or on delivery, depending on the payment arrangement communicated by Jasmine Pharmacy for the particular order.
Available payment methods may include:
- cash on delivery, where expressly made available;
- DPO PAY or another electronic payment method made available by Jasmine Pharmacy; or
- another payment arrangement expressly communicated for the particular order.
The applicable payment method and timing may vary by order, patient, delivery arrangement, or operational requirement.
Prescription verification and all pharmacy dispensing requirements apply regardless of when payment is collected.
Where payment has not yet been collected, cancellation generally does not require a medication refund. If payment has already been collected through an authorised arrangement, the refund rules in this policy apply.
Patients should not assume that Jasmine Pharmacy will submit a claim to an insurer or seek payment from an insurance provider. Patients remain responsible for settling the applicable out-of-pocket amount.
4. Orders Paid Through DPO PAY
Where payment has been made through DPO PAY, Jasmine Pharmacy will process an approved refund using an appropriate payment-reversal or refund process available through the payment arrangement.
The time it takes for refunded funds to appear in the customer's account may depend on:
- the DPO PAY processing process;
- the relevant bank or card issuer;
- the payment method used;
- banking or settlement schedules; and
- other circumstances outside Jasmine Pharmacy's direct control.
A refund is considered initiated by Jasmine Pharmacy when Jasmine Pharmacy has submitted the approved refund or reversal through the applicable payment process.
The time required for the funds to actually appear in the customer's account may be longer.
Jasmine Pharmacy does not control the processing times of the customer's bank, card issuer, mobile-money provider, or other financial institution.
5. Refunds for Cash Payments
Where a payment has been made in cash and a refund is approved, Jasmine Pharmacy will arrange the refund using an appropriate method communicated to the patient.
Depending on the circumstances, this may involve:
- cash reimbursement;
- an electronic transfer;
- another mutually agreed payment method; or
- another lawful refund arrangement.
Jasmine Pharmacy may require reasonable evidence of the original payment and reasonable verification of the identity of the person entitled to receive the refund.
6. When a Refund May Be Available
A refund or other remedy may be available where:
- an order is cancelled before dispensing and payment has already been collected;
- Jasmine Pharmacy cannot lawfully or safely dispense the medication after payment has been collected;
- the prescribed medication cannot be supplied and no suitable lawful alternative fulfilment can be arranged;
- Jasmine Pharmacy cancels an order for operational, legal, regulatory, or patient-safety reasons;
- the wrong medication was supplied;
- the supplied medication materially differs from the valid prescription or confirmed order;
- medication was damaged before delivery or during delivery and cannot safely be used;
- packaging has been materially compromised or tampered with;
- medication has been compromised because required handling or temperature conditions were not maintained;
- an order was charged an amount that Jasmine Pharmacy was not entitled to charge; or
- another refund or consumer remedy is required by applicable Kenyan law.
Depending on the circumstances, the appropriate remedy may be a refund, replacement, correction, or another appropriate resolution rather than an automatic refund.
7. Medicines That Have Already Been Dispensed
Prescription medicines are subject to stricter safety requirements than ordinary consumer products.
Once a medicine has been dispensed and leaves Jasmine Pharmacy's control, we ordinarily cannot place it back into saleable pharmacy stock because we cannot guarantee that:
- it was stored correctly;
- the required temperature was maintained;
- the packaging remained intact;
- it was not tampered with; or
- its identity and quality remain assured.
Accordingly, we generally do **not accept returns of dispensed prescription medicines simply because the patient has changed their mind, ordered the wrong quantity, no longer requires the medicine, or no longer wishes to use it.
This is a pharmacy-safety requirement and does not prevent the patient from reporting a genuine product, dispensing, delivery, or quality problem.
8. Wrong Medication or Dispensing Error
If you believe you received medication that is different from the valid prescription or the order confirmed by Jasmine Pharmacy, contact us immediately.
Do not start using medication that appears to be incorrect until the matter has been assessed by an appropriately qualified pharmacist or other appropriate healthcare professional.
Jasmine Pharmacy may request:
- photographs of the medication and packaging;
- the prescription;
- delivery information;
- information about what was received; and
- any other information reasonably necessary to investigate the matter.
Where Jasmine Pharmacy confirms that the wrong medication was supplied due to a dispensing or fulfilment error, we will determine the appropriate corrective action, which may include:
- replacement with the correct medication, where lawful and available;
- refund;
- collection of the incorrect medication;
- appropriate disposal; or
- another appropriate remedy.
A medication affected by a dispensing error should not be returned to ordinary use or discarded without appropriate instructions where doing so could interfere with investigation or patient safety.
9. Damaged, Tampered, or Compromised Medication
If medication arrives visibly damaged, opened, tampered with, contaminated, or otherwise compromised, contact Jasmine Pharmacy as soon as possible.
Where safe to do so, do not use the affected medication until it has been assessed.
You may be asked to provide photographs of:
- the external packaging;
- seals;
- labels;
- the medication;
- any visible damage; and
- the delivery packaging.
Jasmine Pharmacy will assess whether the medication can safely be used.
Where the medication has been materially compromised and a remedy is appropriate, Jasmine Pharmacy may provide a replacement, refund, or other suitable resolution.
10. Temperature-Sensitive Medication
Some chronic-care medicines require particular temperature or storage conditions.
If you believe a temperature-sensitive medicine was exposed to inappropriate conditions during transport or delivery, contact Jasmine Pharmacy before using it.
Do not assume that a temperature-sensitive medicine remains safe or effective merely because it looks normal.
Jasmine Pharmacy may assess:
- the medicine;
- packaging;
- delivery time;
- temperature-handling requirements;
- the circumstances of transportation; and
- available evidence concerning the exposure.
Where the medication cannot reasonably be confirmed to have remained within the required conditions, Jasmine Pharmacy may determine that replacement or another remedy is appropriate.
The Delivery & Shipping Policy contains further information about temperature-sensitive medication and delivery handling.
11. Failure to Complete Delivery
If an order cannot be delivered because:
- no recipient is available;
- the delivery address is incorrect or incomplete;
- the recipient cannot be reached;
- the recipient declines delivery;
- payment on delivery cannot be completed where payment on delivery applies;
- required recipient verification cannot be completed; or
- another condition attributable to the recipient prevents delivery,
Jasmine Pharmacy may return the medication to the pharmacy.
The medicine will be assessed before any further delivery attempt is made.
Where a re-delivery is possible, Jasmine Pharmacy may offer a new delivery arrangement.
Any additional delivery charge that may apply will be communicated before re-delivery where reasonably practicable.
A failed delivery does not automatically create a right to a refund of the medication cost. The outcome will depend on the circumstances and whether the medication remains safe and lawfully available for fulfilment.
12. Unavailable Medication
A valid prescription does not guarantee that the prescribed medicine will always be available.
If a medicine becomes unavailable after an order has been accepted, Jasmine Pharmacy may:
- notify you of the unavailability;
- contact the prescribing clinician where appropriate;
- seek an appropriate alternative where lawful and authorised;
- ask you to obtain an amended or replacement prescription; or
- cancel the order where the medication cannot lawfully be supplied.
Jasmine Pharmacy will not substitute a prescribed medicine merely to complete a transaction where the substitution would require clinical or prescribing authority that Jasmine Pharmacy does not have.
If the order is cancelled after payment has been collected, the refundable amount will be handled according to this policy.
13. Prescription Changes or Revocation
If a prescribing clinician withdraws or changes a prescription before the medication is dispensed, Jasmine Pharmacy may pause or cancel the order while the change is verified.
Where the order cannot proceed and payment has already been collected, Jasmine Pharmacy will assess the applicable refund.
Where the medication has already been dispensed before Jasmine Pharmacy receives the change or revocation, the situation will be reviewed as a patient-safety and pharmacy-practice matter.
The Prescription & Dispensing Policy contains the detailed procedure for prescription changes and revocation.
14. Refunds Are Not Automatic in Every Cancellation
A request for cancellation does not automatically create an entitlement to a refund in every circumstance.
Jasmine Pharmacy will assess:
- whether payment was actually collected;
- whether dispensing had commenced or been completed;
- whether the medication has left Jasmine Pharmacy's control;
- whether the medication can lawfully and safely be supplied or returned;
- the reason for cancellation;
- whether Jasmine Pharmacy or a delivery provider caused the problem;
- whether the medication was incorrect, defective, damaged, or compromised; and
- any applicable statutory consumer rights or other legal requirements.
Where Kenyan law gives you a non-waivable cancellation or refund right, this policy does not remove that right.
The Consumer Protection Act provides cancellation and refund remedies in circumstances covered by the Act, including certain internet and remote agreements, and requires refunds following qualifying cancellations subject to the statutory framework.
15. Consumer Rights and Statutory Remedies
Jasmine Pharmacy aims to resolve cancellation and refund requests fairly and in accordance with applicable Kenyan law.
Nothing in this policy is intended to:
- exclude a statutory consumer right;
- waive a remedy that cannot lawfully be waived;
- prevent a consumer from exercising a right available under applicable law; or
- limit the responsibility of Jasmine Pharmacy for goods or services where liability cannot lawfully be excluded.
The Consumer Protection Act provides consumer protections concerning the quality of goods and services and establishes cancellation and refund mechanisms for qualifying consumer agreements.
Where there is a conflict between this policy and a mandatory provision of Kenyan law, the mandatory legal requirement prevails.
16. How to Request a Cancellation
To request cancellation, contact Jasmine Pharmacy as soon as possible through the pharmacy contact channels provided on our website.
Your request should include enough information for us to identify the order, such as:
- your name;
- telephone number;
- prescription or order details where available;
- reason for cancellation; and
- any relevant delivery or payment information.
The earlier you contact us, the greater the likelihood that cancellation can be considered before dispensing or dispatch.
Once medication has entered the dispensing process, we cannot guarantee that cancellation will be possible.
17. How to Request a Refund or Replacement
For a refund, replacement, or medication-related complaint, provide:
- your name;
- contact information;
- relevant prescription or order details;
- description of the issue;
- date of delivery or collection where applicable;
- payment information or transaction reference where available; and
- photographs or other evidence where relevant.
We may request additional information reasonably necessary to investigate the matter.
For health and medication-safety reasons, patients should not return medication to Jasmine Pharmacy by ordinary post, courier, or another method unless Jasmine Pharmacy has specifically instructed them to do so.
Certain medicines may be subject to special handling, controlled-substance requirements, or disposal procedures.
18. Refund Review Process
When we receive a refund or replacement request, we may review:
- the prescription;
- pharmacist verification records;
- dispensing records;
- packaging information;
- delivery information;
- payment records;
- communications concerning the order; and
- any photographs or other evidence provided.
Where necessary, the matter may be reviewed by an appropriately qualified pharmacist or relevant member of management.
We aim to communicate the outcome of a straightforward refund request within a reasonable period after receiving the information required to assess it.
Requests involving medication quality, temperature exposure, suspected dispensing error, fraud, regulatory concerns, or other complex circumstances may require additional investigation.
19. Refund Method
Where a refund is approved, Jasmine Pharmacy will generally seek to return the funds using the same payment method through which the payment was received, where this is reasonably possible and appropriate.
Where the original payment method cannot receive the refund, Jasmine Pharmacy may arrange another lawful refund method.
For payments processed through DPO PAY, the applicable payment-processing and settlement procedures may affect when funds become available to the customer.
For cash payments, the refund method will be communicated by Jasmine Pharmacy.
We will not charge an administrative fee merely for processing a legitimate refund unless such a charge is permitted by applicable law and clearly communicated.
20. Refund Timing
Refund timing depends on the reason for the refund and the payment method used.
Once Jasmine Pharmacy approves a refund, we will initiate it without unreasonable delay and through the appropriate payment or reimbursement process.
For electronic payments, the customer's financial institution or payment provider may require additional processing time before the refunded funds appear in the customer's account.
For cash or other payment methods, Jasmine Pharmacy will communicate the applicable reimbursement arrangement.
Where a delay occurs because of a bank, payment provider, technical issue, or other external processing system, Jasmine Pharmacy will provide reasonable information available to us about the status of the refund.
21. Partial Refunds
Where appropriate, Jasmine Pharmacy may issue a partial refund rather than a full refund.
This may occur where, for example:
- only part of a lawful order was cancelled before dispensing;
- part of a delivery or service charge is refundable;
- part of an order could not be supplied; or
- another remedy under applicable law or the circumstances calls for a partial refund.
We will explain the basis of a partial refund when it is approved.
22. Delivery Charges and Refunds
Whether a delivery charge is refundable depends on the circumstances.
A delivery charge may be refundable where:
- Jasmine Pharmacy cancels the order before dispatch for a reason attributable to Jasmine Pharmacy;
- the delivery service was paid for but was not provided; or
- another refund is required by applicable law.
A delivery charge may not be refundable where the delivery attempt failed because of:
- an incorrect or incomplete address supplied by the patient;
- recipient unavailability;
- refusal to accept the medication;
- failure to complete payment on delivery where payment on delivery applies;
- inability to establish required recipient verification; or
- another circumstance attributable to the recipient.
The circumstances of each case will be assessed individually.
23. Orders Not Yet Paid For
Where payment has not yet been collected, cancellation generally means that no medication payment has been collected and therefore there is no medication refund to process.
Where a delivery has already been attempted and a delivery charge has become payable under the applicable arrangement, any amount due or refundable will depend on the circumstances.
Where payment is collected before dispatch, cancellation after payment has been collected will be assessed under the refund provisions of this policy.
Because Jasmine Pharmacy does not currently process insurance, any unpaid amount remains the patient's out-of-pocket responsibility unless Jasmine Pharmacy expressly agrees otherwise.
24. What Happens to Returned or Rejected Medication
Medication that has left Jasmine Pharmacy's control will not ordinarily be returned to saleable stock.
Where medication is returned or rejected because of:
- dispensing error;
- damage;
- suspected contamination;
- tampering;
- temperature exposure;
- failed delivery; or
- another product-integrity concern,
Jasmine Pharmacy will determine the appropriate handling, return, quarantine, disposal, or other action in accordance with applicable pharmacy requirements.
The patient should not attempt to resell, transfer, or provide the medication to another person.
Controlled or otherwise restricted medicines may be subject to additional handling and disposal requirements.
25. Fraudulent or Abusive Refund Requests
Jasmine Pharmacy may investigate refund claims where there are reasonable grounds to suspect:
- false information;
- deliberate damage;
- fraudulent payment;
- repeated abuse of refund procedures;
- prescription fraud;
- false claims concerning delivery or non-receipt; or
- another unlawful or abusive activity.
A refund will not be denied merely because an investigation is required.
Where fraud or unlawful conduct is reasonably suspected, Jasmine Pharmacy may take appropriate action under the law, including preserving relevant records and making a lawful report to a competent authority where required or permitted.
26. Insurance or Third-Party Payments
Jasmine Pharmacy does not currently process insurance or direct third-party payment arrangements.
Patients are responsible for paying all applicable charges out-of-pocket unless Jasmine Pharmacy expressly confirms another arrangement in writing.
If a patient independently seeks reimbursement from an insurer, employer, healthcare organisation, or other third party, the patient is responsible for submitting any required documentation and complying with that third party's procedures.
Jasmine Pharmacy does not guarantee that an insurer or other third party will reimburse any amount paid by the patient.
Where Jasmine Pharmacy has expressly accepted payment from an authorised third party in a particular case, any refund or correction will be handled according to the applicable payment arrangement.
27. Relationship With DPO PAY
DPO PAY may process payments on behalf of Jasmine Pharmacy or provide payment-processing infrastructure.
Jasmine Pharmacy remains responsible for determining whether a refund is due under this policy and for submitting an approved refund through the applicable payment process.
DPO PAY's role in processing the payment does not determine whether the underlying pharmacy order qualifies for a refund.
Where a refund is approved, the timing of the final credit may depend on DPO PAY and the relevant financial institution.
For information about payment-data processing, please see the Privacy Policy and DPO PAY's applicable privacy documentation.
28. Changes to This Policy
We may update this policy to reflect:
- changes to our pharmacy services;
- changes to payment arrangements;
- changes to delivery arrangements;
- changes in applicable Kenyan law or regulatory requirements;
- changes in our refund procedures; or
- improvements to our customer-service processes.
Material changes will be published on our website and the Effective Date and Last Updated dates will be updated accordingly.
A policy change will not remove a statutory right that has already accrued to a consumer.
29. Questions, Concerns and Complaints
If you have a question or concern about a cancellation, refund, replacement, payment, or any other matter covered by this policy, please contact Jasmine Pharmacy through the channels provided on our website.
For Jasmine Pharmacy contact details, complaint procedures, regulatory escalation routes, active licences, and current regulator contact information, please visit our Regulatory & Complaints page.
30. Related Policies
This policy should be read together with: