Frequently Asked Questions

Browse the shop, add items to your cart, then proceed to checkout. You can pay securely via M-Pesa STK-push — we'll send a payment prompt to your Safaricom number. No account is required for guest checkout, but creating one lets you track orders and earn loyalty points.

You can cancel from the My orders page while your order is still in the Pending or Processing state. Once an order has been dispatched it can no longer be cancelled — please refer to our Returns policy instead.

No. Guest checkout is fully supported — just provide your name, delivery address, and M-Pesa number. If you create an account you'll also earn loyalty points and can track your order history easily.

Upload a clear photo or scan of your valid prescription during checkout or from your account dashboard. Our pharmacists review every prescription before dispensing any prescription-only medicine (POM). You'll receive an SMS or email once your prescription has been approved.

We accept JPEG, PNG, and PDF files up to 10 MB. Please make sure the prescriber's name, signature, and date are clearly visible. Blurry or incomplete prescriptions will be rejected and you will be asked to resubmit.

Orders placed before 2 pm on weekdays are dispatched the same day and typically delivered within 2–4 hours to most Nairobi locations. Orders placed after 2 pm or over weekends are dispatched on the next business day. See our full Shipping policy for zone details and charges.

Yes. We ship nationwide via courier. Delivery to upcountry Kenya typically takes 1–3 business days depending on your location. Shipping costs are calculated at checkout based on the destination.

Use the Track my order page — enter your order number and the phone number used at checkout. You'll also receive SMS updates at each key status change.

At checkout enter your Safaricom M-Pesa number and confirm your order. We'll trigger an STK-push (a payment prompt on your phone). Open the M-Pesa menu, enter your PIN, and the payment is confirmed in seconds — no card details required.

Check that you have a data or voice signal and that the number entered is your registered M-Pesa number. You can tap Retry payment on the order confirmation page. If the issue persists, please contact us and we'll resolve it promptly.

Yes. All M-Pesa transactions go through Safaricom's Daraja API over an encrypted HTTPS connection. We never store or see your M-Pesa PIN. The STK-push confirmation happens entirely on Safaricom's secure network.

Yes, within 7 days of delivery for unopened, undamaged items. For safety and regulatory reasons, prescription medicines and temperature-sensitive products cannot be returned once dispatched. Please read our full Returns policy before raising a return request.

Approved refunds are processed within 2–3 business days. For M-Pesa payments the funds are returned to your Safaricom number; if you paid with wallet credit the amount is credited back to your Medicrest Plus wallet immediately.

Every purchase earns you loyalty points that are stored in your Medicrest Plus wallet. You can redeem wallet credit on future orders to reduce the amount you pay. The wallet balance is visible on your Wallet page.

Points are awarded automatically when your order is delivered. At checkout you'll see the option to apply available wallet credit to your order total. Points have no expiry date and can be used alongside M-Pesa payments.

No. Loyalty points in your wallet do not expire as long as your account remains active. We reserve the right to adjust this policy with 30 days' advance notice.