Welcome to PrimeCare Pharmacy ("Platform," "Website," "we," "our," or "us"). These Terms and Conditions govern your access to and use of our digital pharmacy e-commerce platform and related services.
By visiting, browsing, registering an account, or placing an order on PrimeCare Pharmacy, you agree to be bound by these terms. If you do not agree to these terms, you must refrain from utilizing our Platform.
1. Use of the Platform & Account Eligibility
To use the Platform, you must satisfy the following conditions:
- You must be at least 18 years of age to order medications or set up a personal billing profile.
- You agree to provide true, accurate, current, and complete details during registration or guest checkout.
- You are solely responsible for protecting your account credentials and password. Any actions performed under your account will be deemed your responsibility.
- We reserve the right to suspend or terminate accounts that provide fraudulent information or engage in illegal activities on the Platform.
2. Prescription Medication Policy (Cap 244 Law)
Under the laws of the Republic of Kenya—specifically the Pharmacy and Poisons Act (Cap 244)—certain pharmaceutical products are classified as Prescription-Only Medicines (marked on our site with an orange Rx Badge).
We enforce strict compliance regarding these products:
- Mandatory Upload: You must upload a valid, legible, and clear image or PDF copy of a prescription issued by a registered medical practitioner (such as a doctor or licensed clinical specialist) before any Prescription-Only (Rx) items can be processed, paid, or dispatched.
- Pharmacist Review:All uploaded prescriptions are verified online by our licensed on-duty pharmacists. We reserve the absolute right to reject prescriptions that are expired, illegible, altered, or lack essential details (such as the issuing doctor's signature, hospital letterhead, stamp, date, or patient name).
- Verification Calls: You grant our licensed pharmacists permission to contact the issuing medical practitioner, clinic, or hospital to verify the authenticity of any uploaded prescription.
- Original Copy Review: Our delivery riders or partner couriers are instructed to inspect your original physical prescription copy upon delivery. Please ensure it is available.
3. Ordering, Pricing, & Payment Methods
All prices shown on the Platform are in Kenyan Shillings (KES) and are inclusive of any applicable statutory taxes (such as Value Added Tax).
- Order Acceptances: The receipt of an order confirmation does not constitute our acceptance of an order. We reserve the right to refuse or cancel orders due to stock unavailability, pricing errors, or if we suspect prescription issues.
- Supported Payment Methods:
- Safaricom M-Pesa: Handled securely via the Safaricom Daraja STK Push API during checkout.
- Credit/Debit Cards: Visa and Mastercard processed securely through compliant third-party payment gateways.
- Cash on Delivery (COD): Only available for approved orders delivered within Nairobi County boundaries.
- Payment Verification: Orders will only be processed and dispatched once payment is fully cleared and verified.
4. Shipping & Delivery Policy
We offer convenient delivery options across Kenya:
- Standard Delivery: Delivered within 1 to 3 business days nationwide.
- FREE for orders totaling KES 2,500 and above.
- A flat rate fee of KES 250 is charged for orders under KES 2,500.
- Express Delivery (Nairobi Only): Same-day express rider dispatch is available at a flat rate of KES 500. To qualify, orders must be successfully placed and fully verified before 3:00 PM on that day.
- Delivery Addresses: Deliveries are executed to the shipping address supplied during checkout. You must ensure that you or an authorized representative are available to receive the package and present identification or original prescriptions if requested.
- Temperature-Sensitive Medications: Items requiring cold chain storage (such as insulins) are transported under strict temperature-controlled guidelines within Nairobi. We reserve the right to restrict countrywide parcel delivery of certain sensitive compounds that require strict temperature controls.
5. Returns, Cancellations, & Refunds Policy
Due to the nature of medical products and consumer safety regulations established by the Pharmacy and Poisons Board of Kenya (PPB), our return guidelines are as follows:
- Prescription (Rx) & Temperature-Sensitive Items: Under no circumstances can we accept returns, exchanges, or provide refunds for prescription-only medications or temperature-sensitive items (such as vaccines or cold-chain compounds) once they have been dispatched or delivered. This guarantees that no returned or potentially compromised medicines are ever reintroduced into our inventory.
- Non-Prescription (OTC) & Wellness Items: Non-prescription (Over-the-Counter) items, vitamins, first-aid, or cosmetic skincare products may be returned for exchange or store credit within 48 hours of delivery only if:
- The item is in its original, sealed, unopened, and undamaged retail packaging.
- You present the original electronic receipt or invoice as proof of purchase.
- Damaged or Incorrect Items: If you receive an item that is damaged, defective, or incorrect due to our error, you must notify our support team within 24 hours of delivery. We will arrange a free replacement or issue a full refund.
- Refund Execution: Approved refunds will be processed via Safaricom M-Pesa or the original payment card within 5 to 7 working days.
6. Limitation of Liability
To the maximum extent permitted by applicable laws of Kenya:
- PrimeCare Pharmacy, its directors, employees, or pharmacists shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform or products purchased.
- We make no guarantees that the Platform will be completely free from interruptions, server delays, or technical errors.
- Our maximum aggregate liability for any claim arising from these terms or your purchase shall not exceed the total amount paid by you for the specific transaction giving rise to the claim.
7. Governing Law & Jurisdiction
These Terms and Conditions, your access to our Platform, and any disputes arising from product transactions shall be governed by, construed, and enforced in accordance with the laws of the Republic of Kenya.
Any legal action or dispute resolution proceeding arising under these terms shall be subject to the exclusive jurisdiction of the competent courts of Nairobi, Kenya.
8. Updates and Inquiries
We reserve the right to modify these Terms and Conditions at any time. When updates are published, we will revise the "Last Updated" date at the top of this page. Your continued use of the Platform signifies your acceptance of the updated terms.
For any clarification or legal questions regarding these Terms & Conditions, please contact us at:
Legal & Compliance Department
PrimeCare Pharmacy Ltd
Email: legal@primecare.co.ke
Alternative contact: info@primecarepharmacy.co.ke
Phone: +254 715 512 386
HQ Address: Westlands Road, Nairobi