Return Policy

Our Return and Refund Policy

1.1 At MYDAWA.com, we do everything possible to make sure that you are completely satisfied with our products. We have an authentication process that ensures that the products delivered to you are of high quality.

1.2 We will provide a full refund/credit note based on the conditions listed below:

Full Refund/Credit Note Available If:

The purchase was paid for during the ordering process and;

you received a defective item;
the ordered item(s) is lost or damaged during transit;
the ordered item(s) is past its expiry date.

1.3 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 or was contained inside your package.

1.4 We will not accept a return request resulting from a change of mind or the picking of a wrong product from MYDAWA. We recommend you inspect your order as soon as it is delivered to you as we are not able to accept returned products that have been opened or used unless they are defective.

1.5 Items should be returned within 48 hours.

1.6 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.

1.7 You will not be able to give you a refund/Credit Note if:

You simply change your mind
You bought an item by mistake

1.8 How to Request a Refund/Credit Note:

1.9 If you have any queries, do call our help desk number +254 20 521 9999, email us at support@mydawa.com, or contact our customer support executives through online chat. We're here for you!

1.10 Please note: Should you be entitled to a credit note, this will be available in your MYDAWA account within 24 hours of the receipt and resolution of a valid complaint as provided in the refund policy during the hours of operations.

1.11 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.

1.12 We will process refunds through your original method of payment.

1.13 We will only process refund requests received within 48 hours (2 days) of initial payment.

Return Policy

In the case you need to return a product, please contact our helpdesk within 24 hours after delivery. We do not accept returns after the returns period has lapsed. You may return items purchased on MYDAWA within the return period, for the reasons listed below.

Packaging was damaged
Item received used or expired
Wrong item / color / size / model
Item received with missing parts or accessories

Items that cannot be returned

We do not accept returns of certain product categories for health and hygiene reasons: Customer safety is important to us, so certain product categories cannot be returned due to health and hygiene reasons, or if they may deteriorate or expire rapidly. You shall only be entitled to return and refund in respect of these items if you received the wrong item; a damaged or defective item. Please note that you are not entitled to a refund or return of these product categories if you have changed your mind.
We do not accept returns of items that you have damaged after delivery: We do not accept returns of used or worn items, unless the reason for return is that the item stopped working or became damaged or defective after reasonable use.

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 or was contained inside your package.

We will not accept a return request resulting from a change of mind or the picking of a wrong product from MYDAWA. We recommend you inspect your order as soon as it is delivered to you as we are not able to accept returned products that have been opened or used unless they are defective.

Items should be returned within 24 hours.

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.

Cancellation Policy

If you need to cancel an order, please do so within 2 hours after placing the order. You can do so by calling our help desk number +254 20 521 9999, email us at support@mydawa.com, or contact our customer support executives through our online chat.

Refund Policy

We will provide a full refund/credit note based on the conditions listed below:

Full Refund/Credit Note Available If:

The purchase was paid for during the ordering process and;

You received a defective item;
The ordered item(s) is lost or damaged during transit;
The ordered item(s) is past its expiry date.

You will not be able to give you a refund/Credit Note if:

You simply change your mind
You bought an item by mistake

How to Request a Refund/Credit Note:

To request a refund, 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.
If you have any queries, do call our help desk number +254 20 521 9999, email us at support@mydawa.com, or contact our customer support executives through online chat. We're here for you!

Please note: Should you be entitled to a credit note, this will be available in your MYDAWA account within 24 hours of the receipt and resolution of a valid complaint as provided in the refund policy during the hours of operations.

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 process refunds through your original method of payment.

We will only process refund requests received within 48 hours (2 days) of initial payment.