What This Means for You
Jasmine Pharmacy provides delivery of chronic-care prescription medication within the service areas we make available from time to time.
Your medication does not leave the pharmacy immediately after you submit a prescription. Every order must first satisfy the prescription, pharmacist-verification, payment, dispensing, and processing requirements described in our Prescription & Dispensing Policy.
In particular, Jasmine Pharmacy requires a minimum 24-hour processing period between prescription verification and dispatch. We do not dispatch a prescription order on the same day that its prescription is verified.
Delivery times are measured from dispatch, not from the time you first submit your prescription.
This policy explains where delivery is available, how dispatch works, expected delivery timeframes, handling of temperature-sensitive medication, what happens when delivery is delayed or unsuccessful, and how we handle loss or damage during transit.
1. Scope
This policy applies to patients and authorised representatives who request delivery of medication dispensed by Jasmine Pharmacy.
Jasmine Pharmacy is a specialist chronic-care pharmacy. Delivery is provided only for medication that has been lawfully dispensed by Jasmine Pharmacy and is eligible for delivery within our available service area.
Delivery availability may depend on:
- the delivery address;
- current operational coverage;
- availability of a suitable delivery partner;
- the nature of the medication;
- temperature or handling requirements;
- legal or regulatory restrictions; and
- other patient-safety or logistical considerations.
Our current service areas are communicated through the ordering and pharmacy-service channels we make available and may change without requiring an amendment to this policy.
2. How Delivery Works
The general fulfilment process is:
Prescription submitted
- Pharmacist verification
- Order accepted for fulfilment
- Payment or other applicable payment arrangement confirmed
- Dispensing
- Minimum 24-hour processing period
- Dispatch
- Delivery
Submitting a prescription does not itself mean that the medication has been dispensed or dispatched.
An order will only proceed to dispatch once all applicable prescription, professional, payment, dispensing, packaging, and processing requirements have been satisfied.
3. Delivery Areas
Jasmine Pharmacy provides delivery only within areas that it designates as serviceable from time to time.
Our service area may change because of:
- expansion or reduction of delivery coverage;
- delivery-partner availability;
- operational capacity;
- road or security conditions;
- medication-specific requirements;
- regulatory restrictions; or
- other logistical considerations.
For this reason, the current delivery area should be confirmed at the time you request your medication rather than relying on a permanent geographic list in this policy.
A delivery address outside our available service area may result in:
- an alternative delivery arrangement being offered;
- a collection option being offered where available; or
- the order being unable to proceed through the delivery service.
Where we cannot deliver to the address provided, we will communicate the available options.
4. Delivery Address
You are responsible for providing an accurate and complete delivery address.
Where appropriate, you should provide:
- building or estate name;
- street or road;
- house, apartment, office, or unit number;
- relevant landmarks or directions;
- recipient name; and
- a telephone number through which the delivery recipient can be reached.
A delivery may be delayed or unsuccessful where the address is incomplete, inaccurate, inaccessible, or cannot be located safely.
If you realise that your delivery information is incorrect, contact Jasmine Pharmacy as soon as possible.
We cannot guarantee that an address change can be accommodated after an order has been handed to a delivery partner.
5. Delivery Timing
5.1 The 24-Hour Processing Requirement
Jasmine Pharmacy requires a minimum 24-hour processing period between prescription verification and dispatch.
This means that:
A prescription verified today will not be dispatched today.
The minimum processing period allows time for the pharmacy to complete the necessary dispensing, checking, packaging, documentation, and fulfilment processes.
The 24-hour period is a minimum processing requirement. It is not a promise that medication will arrive exactly 24 hours after prescription verification.
5.2 Dispatch and Delivery Are Separate
Once an order has been dispatched, delivery timing depends on the destination, delivery method, partner availability, traffic, weather, security conditions, and other circumstances outside the pharmacy's direct control.
The estimated delivery timeframe communicated for a particular order therefore applies from dispatch, not from prescription submission or prescription verification.
5.3 Delays
Delivery may take longer than expected because of:
- adverse weather;
- traffic congestion;
- road closures;
- public events;
- security restrictions;
- inaccurate or incomplete address information;
- inability to reach the recipient;
- delivery-partner operational problems;
- vehicle breakdown;
- unusual demand;
- stock or pharmacy-processing issues;
- medication-specific handling requirements; or
- other circumstances beyond Jasmine Pharmacy's reasonable control.
Where we become aware of a material delay affecting your order, we will communicate the information reasonably available to us and, where appropriate, the next available steps.
6. Dispatch
Before an order is dispatched, Jasmine Pharmacy may confirm:
- that the medication has been dispensed correctly;
- that the order has been packaged appropriately;
- that the delivery address is available and serviceable;
- that the applicable payment requirement has been satisfied;
- that any medication-specific handling requirements have been addressed; and
- that the minimum 24-hour processing period has elapsed.
The medication is considered dispatched when it has been handed to the designated delivery provider or otherwise released into the delivery process.
7. Delivery Confirmation
The delivery provider or Jasmine Pharmacy may use reasonable delivery-confirmation methods, which may include:
- recipient confirmation;
- telephone confirmation;
- a delivery record;
- electronic confirmation; or
- another appropriate delivery record.
Where medication is delivered to an address you provided, you are responsible for ensuring that an appropriate recipient is available to receive it.
For certain medicines or circumstances, additional identity or recipient verification may be required.
8. Delivery to Another Person
If someone other than the patient is receiving the medication, Jasmine Pharmacy may require reasonable confirmation that the person is authorised to receive the order.
Depending on the circumstances, this may include:
- confirming the recipient's name;
- confirming the patient's details;
- verifying the delivery information; or
- requesting other reasonable information necessary to protect the patient and the integrity of the delivery.
We may refuse to release medication where the identity or authority of the intended recipient cannot reasonably be established.
Any such verification will be handled in accordance with our Privacy Policy.
9. Prescription Medicines and Delivery Privacy
Medication deliveries may contain prescription medicines. We take reasonable steps to protect the confidentiality of your health information during delivery.
We provide delivery partners only with information reasonably necessary to complete the delivery.
Delivery personnel should not require access to your detailed medical history merely to hand over your medication.
Where packaging and delivery arrangements permit, Jasmine Pharmacy will seek to avoid unnecessarily displaying detailed health information on the outside of a package.
Our handling of prescription and health information is governed by the Privacy Policy.
10. Temperature-Sensitive Medication and Cold-Chain Handling
Some chronic-care medicines may require controlled temperature conditions during storage and transport.
Where medication requires temperature-sensitive handling, Jasmine Pharmacy will apply appropriate packaging, storage, transport, and handling procedures consistent with the medicine's requirements and applicable professional and regulatory standards.
Depending on the medication, this may involve:
- temperature-controlled packaging;
- insulated packaging;
- cold packs or other appropriate cooling methods;
- controlled storage before dispatch;
- defined handling instructions;
- selection of an appropriate delivery method; and
- additional delivery-time limitations.
A temperature-sensitive medicine will not be dispatched through a delivery arrangement that Jasmine Pharmacy reasonably considers unsuitable for the medication's required handling conditions.
Delivery Recipient Responsibilities
Where a medicine requires particular storage conditions after delivery, the recipient is responsible for following the storage instructions provided with the medication.
Where you are unable to receive a temperature-sensitive delivery promptly, you should contact Jasmine Pharmacy as soon as possible.
If you believe a temperature-sensitive medication has been exposed to inappropriate conditions during delivery, do not assume that it remains suitable for use. Contact Jasmine Pharmacy or your pharmacist for guidance before using the medication.
11. Packaging
Medication is packaged in a manner intended to protect it during ordinary transportation and to preserve its integrity.
Depending on the medication, packaging may be designed to protect against:
- physical damage;
- contamination;
- moisture;
- light;
- temperature exposure; or
- other conditions relevant to the medicine.
Packaging requirements may vary depending on the medication and its legal or professional handling requirements.
Jasmine Pharmacy may use tamper-evident or otherwise appropriate packaging where suitable for the medicine.
12. Delivery Charges
Where Jasmine Pharmacy applies a delivery charge, the applicable charge will be communicated to you before the delivery arrangement is confirmed.
Delivery charges may vary depending on factors such as:
- delivery location;
- delivery method;
- medication-handling requirements; and
- other applicable logistical considerations.
Jasmine Pharmacy does not permanently fix delivery charges in this policy because operational delivery costs and coverage may change.
13. Payment on Delivery
Jasmine Pharmacy generally accepts payment on delivery for delivered orders.
You should be prepared to pay the full amount communicated for your order when the medication arrives. This may include:
- the cost of the medication;
- any applicable delivery charge; and
- any other amount communicated by Jasmine Pharmacy before dispatch.
The available payment method for payment on delivery will be communicated by Jasmine Pharmacy or the delivery provider. Depending on the delivery arrangement, this may include cash or another payment method made available at the time of delivery.
Payment on delivery does not alter the pharmacy's prescription or dispensing requirements.
Regardless of when payment is collected:
- a valid prescription is required;
- pharmacist verification is required;
- dispensing requirements must be satisfied; and
- the minimum 24-hour processing period before dispatch continues to apply.
Payment on delivery does not qualify an order for same-day dispatch.
If payment cannot be completed when the order arrives, the delivery provider may be unable to release the medication. The order may then be returned to Jasmine Pharmacy or handled through another arrangement communicated by the pharmacy.
14. Failed or Missed Delivery
A delivery may be unsuccessful if:
- no recipient is available;
- the recipient cannot be reached;
- the address is incorrect or incomplete;
- the location cannot reasonably be accessed;
- the recipient declines to accept the medication;
- the recipient is unable or unwilling to make payment on delivery;
- identity or recipient authorisation cannot be satisfactorily established where required;
- the delivery cannot be completed safely; or
- another delivery condition has not been satisfied.
Where a delivery fails, Jasmine Pharmacy or the delivery provider may attempt to contact you and arrange an appropriate next step.
Depending on the circumstances, this may include:
- re-delivery;
- return of the medication to Jasmine Pharmacy;
- collection from an available pharmacy location; or
- another arrangement appropriate to the medication and circumstances.
For temperature-sensitive or otherwise specially handled medication, the available options may be more limited.
Additional delivery charges may apply to a re-delivery where permitted and where the failed delivery resulted from circumstances attributable to the recipient or the delivery information provided.
15. Incorrect Delivery Information
If you provide an incorrect or incomplete address and the delivery cannot be completed, additional delivery arrangements or charges may apply where permitted and where a re-delivery is possible.
If a package is returned to Jasmine Pharmacy because the delivery information was incorrect, we will assess the medication before deciding whether it can safely and lawfully be re-dispatched.
Medication will not be re-dispatched where its integrity, quality, security, or legal status can no longer be assured.
16. Delivery Delays Beyond Jasmine Pharmacy's Control
Jasmine Pharmacy is responsible for preparing and dispatching medication in accordance with this policy, but some events occur outside our reasonable control.
These may include:
- extreme weather;
- major traffic disruption;
- natural disasters;
- public disorder;
- road closures;
- security restrictions;
- telecommunications or system outages;
- delivery-partner failures;
- government restrictions;
- supplier or transport disruption; or
- other extraordinary events.
Such events may delay delivery.
Jasmine Pharmacy will take reasonable steps to minimise avoidable delays and to communicate material delivery problems when they become known to us.
This section does not remove any rights or remedies that cannot lawfully be excluded under Kenyan law.
17. Lost or Damaged Medication
If you receive medication that appears:
- physically damaged;
- tampered with;
- incorrectly packaged;
- materially compromised;
- incomplete; or
- otherwise inconsistent with what you were expecting,
please contact Jasmine Pharmacy as soon as possible and, where safe to do so, avoid using the affected medication until the matter has been assessed.
Where medication has been damaged or compromised during delivery, Jasmine Pharmacy may request information such as:
- photographs of the packaging;
- photographs of the affected medication;
- delivery details;
- the date and time of delivery; and
- a description of what occurred.
Do not dispose of the affected medication or packaging before contacting us unless doing so is necessary for immediate safety.
Jasmine Pharmacy will assess the circumstances and determine the appropriate action, which may include pharmacist review, replacement where lawful and appropriate, communication with the delivery provider, or another remedy.
Prescription medicines are subject to special health and safety considerations and cannot simply be treated as ordinary consumer goods.
Any refund or replacement will be handled in accordance with applicable law and our Refund & Cancellation Policy.
18. Incorrect or Missing Medication
If the medication delivered to you appears to be different from what you were prescribed or what Jasmine Pharmacy confirmed for your order, contact us immediately.
Do not begin using medication that appears incorrect until the issue has been clarified by an appropriately qualified healthcare professional or pharmacist.
Where appropriate, Jasmine Pharmacy will investigate the dispensing and delivery records and determine the appropriate corrective action.
An incorrect dispensing or delivery issue will be handled as a patient-safety matter, not merely as an ordinary product-return issue.
19. Temperature or Product-Integrity Concerns
If you believe medication may have been exposed to unsuitable temperature, moisture, contamination, tampering, or other conditions that may affect its integrity, contact Jasmine Pharmacy before using it.
Our pharmacist may need information about:
- the medication;
- packaging condition;
- approximate delivery time;
- storage or exposure conditions; and
- any relevant instructions supplied with the medicine.
The pharmacist will determine, where possible, whether the medication can appropriately be used or whether further action is required.
You should not make your own determination that a temperature-sensitive or damaged medicine remains suitable where there is a genuine concern about product integrity.
20. Delivery Partner Responsibility
Jasmine Pharmacy may use third-party delivery providers to transport medication.
Delivery providers may be responsible for aspects of the physical transportation process after handover, including movement of the package, collection of payment on delivery where applicable, and delivery to the specified location.
Jasmine Pharmacy remains responsible for the pharmacy services it provides, including appropriate prescription verification, dispensing, preparation, and handover.
Where a delivery issue arises, Jasmine Pharmacy will assist in investigating the matter and, where appropriate, coordinate with the delivery provider.
Nothing in this policy is intended to exclude liability or consumer rights that cannot lawfully be excluded under Kenyan law.
21. When Delivery Cannot Be Provided
Jasmine Pharmacy may be unable to provide delivery where:
- the address is outside the current service area;
- an appropriate delivery method is unavailable;
- the medication requires handling that the available delivery arrangement cannot safely provide;
- legal or regulatory restrictions prevent delivery;
- the recipient or delivery conditions cannot be satisfactorily verified;
- the medication's integrity cannot be assured during transport; or
- another patient-safety or pharmacy requirement prevents safe delivery.
Where practical, we will explain the reason and discuss whether an alternative fulfilment arrangement is available.
22. Self-Collection
Where Jasmine Pharmacy makes self-collection available, you may be offered the option of collecting a dispensed medication from the designated Jasmine Pharmacy premises instead of receiving delivery.
Self-collection is subject to the applicable identity-verification, pharmacy, and dispensing requirements.
Attending the premises to collect a medication does not remove the requirement for:
- a valid prescription;
- pharmacist verification;
- lawful dispensing; or
- the minimum processing period applicable before fulfilment.
For full information about self-collection, please refer to the applicable pharmacy instructions provided at the time the option is offered.
23. Delivery and Your Privacy
We process delivery information in accordance with our Privacy Policy.
Information provided to a delivery partner is limited to what is reasonably necessary to complete the delivery and, where applicable, collect payment on delivery.
Delivery providers may process personal information independently where their own legal obligations require them to do so. Where they process personal data on behalf of Jasmine Pharmacy, applicable processor and confidentiality obligations will apply.
For more information about personal data, health information, third parties, security, and your data-subject rights, see our Privacy Policy.
24. Refunds and Cancellations
Delivery problems may sometimes result in cancellation, replacement, or another remedy.
Refund eligibility is not determined by this policy alone.
Where an order is cancelled or a refund is requested, the applicable rules are set out in our Refund & Cancellation Policy, including rules concerning prescription medicines that have already been dispensed.
Where a delivery fails because of an incorrect address, recipient unavailability, inability to complete payment on delivery, or another circumstance attributable to the delivery arrangement, any refund or re-delivery entitlement will depend on the circumstances and applicable policy.
25. Questions, Concerns and Complaints
If you have a question or concern about delivery, dispatch, payment on delivery, packaging, delays, damage, 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.
26. Related Policies
This policy should be read together with: