Return Policy, Terms $& Conditions

Last Updated: 13 August 2025

1. Introduction

Welcome to Thyme Pharmacy (“we”, “our”, “us”). These Terms and Conditions govern your use of our website https://thymepharmacy.co.ke, our physical pharmacy branches, and our delivery services.

By accessing or using our services, you agree to comply with and be bound by these Terms. If you do not agree, please do not use our services.

2. Definitions

  • Customer/You – Any person purchasing products or services from Thyme Pharmacy.

  • Website – The official online platform of Thyme Pharmacy at thymepharmacy.co.ke.

  • Products – Medicines, health products, and other items offered for sale by Thyme Pharmacy.

3. Eligibility

To use our services, you must:

  • Be at least 18 years old, or have parental/guardian consent.

  • Provide accurate and truthful information.

  • Comply with all applicable Kenyan laws, including those relating to prescription medicines.

4. Medical Disclaimer

  • The information on our website is provided for general informational purposes only and should not replace professional medical advice, diagnosis, or treatment.

  • Always consult a qualified healthcare provider before starting any medication or health product.

  • We reserve the right to verify prescriptions before dispensing prescription-only medicines.

5. Orders and Payment

  • Orders can be placed online, via WhatsApp, or at our physical branches.

  • Prices are in Kenyan Shillings (KSh) and may change without prior notice.

  • Payment must be made in full before order dispatch.

  • We accept various payment methods, including mobile money and card payments.

6. Delivery and Collection

  • Delivery is available within Nairobi and other selected areas via our in-house service or third-party partners such as Glovo.

  • Delivery timelines vary depending on location and product availability.

  • You may also choose to collect your order from our physical branches.

  • Delivery fees may apply.

7. Returns and Refunds

  • For safety and legal reasons, medicines cannot be returned or exchanged unless delivered in error, damaged, or defective.

  • Non-medicinal items may be returned within 7 days of purchase, provided they are unopened, unused, and in their original packaging.

  • Refunds will be processed via the original payment method within 7–14 business days.

8. Product Availability

  • All products listed on our website are subject to availability.

  • We may cancel orders if products are out of stock, with a full refund provided.

9. User Responsibilities

You agree not to:

  • Use our website for any unlawful or fraudulent purposes.

  • Misuse our products or provide false prescription details.

  • Interfere with the operation of our website.

10. Limitation of Liability

To the fullest extent permitted by law:

  • Thyme Pharmacy is not liable for any indirect, incidental, or consequential damages arising from your use of our services.

  • Our total liability for any claim shall not exceed the amount paid for the product in question.

11. Changes to These Terms

We may update these Terms from time to time. Any changes will be posted on our website with the updated “Last Updated” date.