Returns & Refunds
Straightforward terms, in plain language. If something isn't right with your order, tell us and we'll sort it out.
The short version
7-day window
You have 7 days from the day your order is delivered to tell us you want to return it.
Unopened only
Items must be unopened and unused, with seals and original packaging intact.
Refund or exchange
Take a refund or exchange for something else — your choice.
Return postage
You cover it — unless the item is faulty, damaged or not what you ordered.
1. Return window
You have 7 days from the day your order is delivered to let us know you'd like to return an item. Please message us within that window so we can log the return and tell you where to send it.
2. What can be returned
To be eligible, an item must be:
- Unopened and unused, with any seals, shrink-wrap or tamper strips unbroken.
- In its original packaging, with the label and any inserts intact.
- Accompanied by proof of purchase — your order number or M-Pesa confirmation is enough.
3. What can't be returned
- Opened supplements, foods and personal-care products. For hygiene and safety reasons these cannot be resold once the seal is broken, so we can't accept them back for change of mind.
- Items damaged after delivery through misuse, incorrect storage or accident.
- Items returned after the 7-day window, unless we agreed an extension with you in writing beforehand.
4. Faulty, damaged or wrong item
This is the one case where the rules above relax. If your item arrived damaged, faulty, expired or simply isn't what you ordered, tell us straight away — ideally when it's handed to you, or as soon as you notice.
We cover the cost of getting it back to us and we'll arrange the collection. You can choose a full refund or a replacement. An opened item is fine in this situation — we need to see the problem to put it right.
5. How to start a return
- Message us on WhatsApp or call 254725660564.
- Tell us your order number, which item, and why you're returning it.
- We'll confirm your return and give you the address or pickup arrangement.
- Send the item back, then let us know once it's on its way.
Prefer email? Write to Admin@dynapharm.co.ke with the same details.
6. Refunds and exchanges
Once your returned item reaches us and we've checked it against the conditions above, we'll action your choice:
- Refund — returned to the payment method you used (for example M-Pesa).
- Exchange — we'll send the alternative product you've chosen, subject to stock availability.
7. Questions?
If anything here is unclear, ask us before you buy — we'd rather answer a question up front than have you return something later. Reach us on WhatsApp, call 254725660564, or use the contact page.
