Return & Refund Policy
1. Overview
Savans Farmacie Limited ("we", "us", "our"), operating the online platform "supplements.ng", is committed to supplying high-quality supplements, medicines, medical devices, and related health products.
Due to the nature of our products, all returns and refunds are handled in accordance with health, safety, and applicable consumer protection laws in Nigeria, including the Federal Competition and Consumer Protection Act (FCCPA).
This policy applies to orders delivered within Nigeria and to eligible international orders fulfilled through our approved delivery partners.
2. Eligibility for Returns
We accept returns only under the following circumstances:
- The product delivered is damaged, defective, or compromised
- An incorrect product was delivered
- The product is expired at the time of delivery
Return or refund requests must be made as soon as possible after delivery and no later than:
- 48 hours for orders delivered within Nigeria
- 72 hours for international orders
3. Non-Returnable Items
For safety and hygiene reasons, we do not accept returns for:
- Opened or used products
- Products with broken or tampered seals (unless defective)
- Products returned due to change of mind or personal preference
- Items not in their original condition
4. Return Process
To initiate a return:
- Contact us via email or WhatsApp within the applicable return period
- Provide your order number
- Provide a clear description of the issue
- Provide photo or video evidence, where applicable
- Keep the product in its original packaging until we advise on the next step
All return requests are reviewed case by case. Because many of our products are health-related, we may decide whether a physical return is required before approving a refund or replacement.
5. Refunds
If your return request is approved:
- Refunds will be processed to the original payment method used for the purchase
- Processing timelines may vary depending on your payment provider
- Eligible paid orders cancelled before delivery are subject to refund review and processing
- Approved refunds for eligible paid cancellations are typically processed within 3-5 business days
Order cancellation must be confirmed before it is completed. Orders that have already been dispatched or delivered cannot be cancelled online.
Delivery charges are handled as follows:
- Approved refund claims are reviewed together with the delivery charge paid at checkout
- If we confirm that you received a damaged, defective, expired, or incorrect item, we may refund the delivery charge or offer a replacement at our discretion
- International delivery fees paid to us do not include destination-country import duties, taxes, customs clearance charges, brokerage fees, or similar charges collected outside checkout
- Duties, taxes, and other import charges assessed or collected by customs authorities, border agencies, or a third-party logistics partner are outside our refund scope and are not refundable by us
Before a cancellation is confirmed, customers should review the cancellation warning shown at checkout or in the account area, including any applicable refund timing for paid orders.
We reserve the right to:
- Reject refund requests that do not meet the conditions outlined in this policy
- Request additional information or verification before approving a refund
6. Exchanges
Where appropriate, we may offer a replacement product instead of a refund, particularly in cases involving:
- Damaged or defective items
- Incorrect deliveries
7. Delivery Issues and International Orders
If your order is delayed, missing, or incorrectly delivered:
- Contact us promptly
- We will investigate with the relevant delivery partner and work to resolve the issue
For international orders, customers are also responsible for:
- Providing accurate consignee, delivery, and customs information
- Complying with destination-country import requirements
Orders refused by the recipient or blocked because the item is restricted under destination-country rules may not qualify for a full refund.
8. Product Use and Health Disclaimer
All products sold on supplements.ng are manufactured by third-party brands and supplied in their original form.
Savans Farmacie Limited does not manufacture these products and does not alter their composition.
Customers are responsible for:
- Reviewing product labels and instructions before use
- Using products in accordance with provided guidelines
Savans Farmacie Limited shall not be liable for adverse outcomes arising from:
- Misuse of products
- Failure to follow usage instructions
- Undisclosed medical conditions
- Failure to seek appropriate medical or professional advice
Nothing in this policy limits or excludes any rights available to consumers under applicable laws, including the FCCPA.
9. Contact for Returns
For all return and refund enquiries:
Savans Farmacie Limited
Email: admin@supplements.ng