Delivery & Returns Policy
1. Scope and Service Area
This policy outlines the delivery terms for all authorized products ordered. Delivery is categorized by geographical region and expected timeframes.
| Delivery Category | Service Area | Key Timeframe |
|---|---|---|
| Local (Dar es Salaam) | Within Dar es Salaam City (Four Zones) | 1 – 3 Hours (After Order Confirmation) |
| Upcountry | Mainland Tanzania (Excluding Dar es Salaam) | 1 – 4 Days (Terminal Pickup) |
| Zanzibar | Zanzibar City and surrounding areas | 1 – 2 Days (Terminal Pickup) |
2. Order Confirmation and Cut-Off Times
All orders are subject to stock availability, successful payment confirmation, and verification of any required documentation (e.g., valid prescriptions).
Cut-Off Times (Dispatch)
| Zone | Standard Cut-Off Time | Notes |
|---|---|---|
| Local (Dar) | 4:00 PM (Monday – Saturday) | Orders placed after the cut-off time will be processed the next working day. |
| Upcountry / Zanzibar | 11:00 AM (Monday – Friday) | This ensures orders are dispatched to our logistics partners for same-day handover to intercity transport. |
3. Delivery Fees (Estimated Delivery Fees)
Delivery charges are non-negotiable and cover all costs including transport, terminal fees, and a handling fee. These charges are clearly presented at checkout.
Upcountry & Zanzibar Estimated Delivery Fees
| Zone ID | Zone Name | Estimated Delivery Fees (TZS) |
|---|---|---|
| U1 | Zanzibar | 10,000 |
| U2 | Near/Central Hubs (Morogoro, Dodoma) | 11,000 |
| U3 | Northern Corridor (Arusha, Moshi) | 12,000 |
| U4 | Lake/Western (Mwanza, Kigoma) | 13,000 |
| U5 | Southern (Mbeya, Mtwara) | 15,000 |
Local Dar es Salaam Estimated Delivery Fees
| Zone ID | Zone Name | Estimated Delivery Fees (TZS) |
|---|---|---|
| L1 | Core Central:(K-Koo,Posta,City Center,Gerezani) | 5,500 |
| L2 | Midtown/Northern:(Ubungo,Sinza,Kinondoni, Mikocheni,Tabata) |
9,000 |
| L3 | Outer Ring N/W (Tegeta,Mbezi,Airport, SalaSala) | 14,630 |
| L4 | Outer Ring South (Mbagala, Kibada, Chanika) | 15,950 |
4. Cold Chain and Product Integrity
AfyaDepo maintains the integrity of all temperature-sensitive products (2°C to 8°C) using specialized packaging and temperature control solutions.
- Customer Responsibility: The customer must ensure immediate transfer to appropriate refrigeration upon receipt (Local) or immediate collection upon arrival (Upcountry/Zanzibar).
5. Delivery Process and Liability
Liability transfers to the customer upon successful handover at the delivery address (Local) or upon handover to the nominated Cargo Transporter (Upcountry/Zanzibar).
Terminal Pickup (Upcountry/Zanzibar)
Orders are handed over to a registered logistics partner for transport. The customer receives an SMS notification with the Transporter Name, Tracking Number, and Terminal Contact information. Customers must collect the parcel from the designated city terminal.
6. Failed Delivery and Rescheduling
A delivery is considered failed if the customer is unreachable after the delivery agent has waited a reasonable amount of time (15 minutes for Local deliveries), or due to incorrect details.
Failed Terminal Pickup (Upcountry/Zanzibar)
If the order is not collected from the terminal within the transporter’s holding period, the customer assumes full liability for product loss or spoilage. Costs for return shipping and re-shipment must be paid by the customer.
7. Out-of-Stock and Substitutions
If an item is out of stock, customers will be contacted immediately to choose between a Full Refund for the item, Partial Shipment, or Substitution (only with explicit customer consent for an equivalent product of the same strength and form).
8. Returns, Refunds, and Exchanges
8.1 General Return Policy (Strict)
Due to health, safety, and regulatory requirements, AfyaDepo maintains a strict No-Return, No-Exchange policy on all dispensed Medicines, Medical Devices, and Supplements once they have left the control of our registered pharmacy premises.
This policy is in place to guarantee the safety, integrity, and non-tampering of products for all our customers.
8.2 Exceptions: Refund or Replacement
A refund or replacement will only be issued for an item if the claim is raised immediately upon receipt and falls into one of the following verified categories:
- Wrong Item Delivered: The item received does not match the item listed on the invoice.
- Damaged in Transit: The product container or packaging is clearly broken or compromised upon delivery, and the customer notes this damage upon receiving the order.
- Quality/Expiry Issue: The item is found to be expired or materially defective at the time of delivery.
Customers must notify AfyaDepo Support via phone or WhatsApp within 2 hours of receiving the order, providing the Order ID and clear photographic/video evidence of the defect or damage.
8.3 Refund Process
- Approval: Refunds are issued only after a claim under Section 8.2 is verified and approved by AfyaDepo staff.
- Method: Refunds will be processed back to the original method of payment (e.g., Mobile Money, Bank Transfer).
- Shipping Fee: The original delivery fee is only refunded if the entire order is incorrect or defective due to AfyaDepo’s error.
