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FAQs

Most frequent questions and answers

Company

What is Pharmaken Ltd?

Pharmaken Ltd is a leading Kenyan healthcare and pharmaceutical company dedicated to improving access to quality, affordable medicines, medical devices, and innovative digital health solutions across East Africa.

Where are your offices located?

Our primary corporate and distribution hubs are located in Nairobi (Babadogo Area) and Mombasa (Nyali), allowing us to efficiently service pharmacies, hospitals, and healthcare facilities nationwide.

Ordering & B2B Distribution

How can healthcare facilities place an order with Pharmaken?

Registered pharmacies, hospitals, and clinics can place orders directly through our sales representatives, via email at sales@pharmaken.net, or through our authorized B2B portal.

What are your standard delivery timelines?

Mombasa & Nairobi: Same-day or within 24 hours. Upcountry (e.g., Western Kenya/Bungoma): Within 48 to 72 hours via our verified logistics partners.

Product Quality & Regulation

Are Pharmaken products registered and approved?

Yes. All pharmaceutical products, medical devices, and supplements distributed by Pharmaken are strictly registered and approved by the Pharmacy and Poisons Board (PPB) of Kenya.

How do you ensure cold chain maintenance during transit?

We utilize specialized, temperature-controlled logistics and monitoring systems to ensure that all vaccines and temperature-sensitive medications maintain their integrity from our warehouse to your facility.

Account Management & Billing

What are your standard payment terms for healthcare facilities?

We offer flexible payment terms including mobile money (M-Pesa) and approved credit lines for long-term institutional partners, subject to credit vetting.

How can I request a statement of account or invoice copy?

Please contact our finance and administration team directly at accounts@pharmaken.net with your facility name and account number for immediate assistance.

Returns & Claims Policy

What is your policy on damaged or short-expiry stock?

Any discrepancies, damages, or short-expiry items must be reported to our delivery team or customer service within 48 hours of receipt to qualify for a return authorization or credit note.

Can opened or temperature-sensitive items be returned?

To maintain strict safety and regulatory standards, we do not accept returns on opened packs or cold-chain items once delivery acceptance is signed.