Faaiz Pharmacy’s Return and Refund Policy

 

Effective Date: November 18, 2025

At Faaiz Pharmacy, we are committed to providing you with quality pharmaceutical products and exceptional service. Your health and satisfaction are our top priorities. Please read our return and refund policy carefully to understand your rights and our procedures.

 

Our Commitment to Quality

We take great care in storing, handling, and delivering all our products to ensure they reach you in perfect condition. However, we understand that issues may occasionally arise, and we’re here to help resolve them promptly.

 

Return Eligibility

Products That CAN Be Returned:

  • Damaged or Defective Products: Items that arrive damaged, defective, or compromised during shipping
  • Wrong Items Delivered: If you receive a product different from what you ordered
  • Expired Products: Items that are past their expiration date upon delivery
  • Sealed Non-Pharmaceutical Items: Unopened beauty, personal care, and fitness products in their original sealed packaging

Products That CANNOT Be Returned:

For health, safety, and regulatory reasons, the following items are non-returnable and non-refundable:

  • Prescription medications (once dispensed)
  • Over-the-counter medicines that have been opened or unsealed
  • Vitamins and supplements that have been opened
  • Sexual health products (for hygiene and safety reasons)
  • Personal care items that have been opened or used
  • Weight loss and fitness products that have been opened
  • Any product that has been tampered with or is not in its original condition

 

Return Window

You must notify us of any issues within 7 days of receiving your order. Returns requested after this period may not be accepted.

 

How to Initiate a Return

If you believe your order qualifies for a return, please follow these steps:

  1. Contact Us Immediately:
  2. Provide the Following Information:
    • Your order number
    • Clear photos of the product (showing any damage, defects, or incorrect items)
    • Photos of the product packaging and seals
    • A detailed description of the issue
    • Your contact information
  3. Await Our Response:
    • Our team will review your request within 48 hours
    • We may request additional information or photos if needed
    • Once approved, we’ll provide instructions for the return

 

Return Process

For Port Harcourt Customers:

  • We will arrange a free pickup of the eligible return item from your location
  • Please keep the product in its original packaging until pickup

For Customers Outside Port Harcourt:

  • Return shipping instructions will be provided upon approval
  • We may cover return shipping costs for our errors (wrong items, damaged goods, etc.)
  • Customer-initiated returns may require you to cover return shipping costs

 

Refund Policy

When Will I Receive My Refund?

Once we receive and inspect the returned item:

  • Approved refunds will be processed within 5-7 business days
  • Refunds will be issued to your original payment method
  • Bank transfers may take an additional 3-5 business days to reflect in your account

 

Refund Methods:

  • Card Payments: Refunded to the original card used for purchase
  • Bank Transfers: Refunded to the account provided during order placement
  • Cash on Delivery: Refunded via bank transfer (you’ll need to provide account details)

 

Partial Refunds:

We may offer partial refunds in cases where:

  • The product shows signs of use or tampering
  • The original packaging is missing or damaged (for non-pharmaceutical items)
  • The return is made outside the standard return window but still within reason

 

Exchanges

We currently do not offer direct exchanges. If you need a different product:

  1. Return the eligible item for a refund (following our return process)
  2. Place a new order for the desired item

 

Damaged or Missing Items in Transit

If your order arrives damaged or items are missing:

  • Document the condition with photos immediately
  • Do not discard any packaging materials
  • Contact us within 24 hours of delivery
  • We will investigate with our delivery partners and resolve the issue promptly

 

Incorrect Orders (Our Error)

If we send you the wrong item:

  • We will arrange free pickup and replacement at no additional cost
  • You will receive the correct item as quickly as possible
  • We apologize for any inconvenience and appreciate your patience

 

Quality Guarantee

All products sold by Faaiz Pharmacy are:

  • Sourced from licensed and reputable suppliers
  • Stored in optimal conditions to maintain efficacy
  • Checked for expiration dates before dispatch
  • Handled by trained pharmaceutical professionals

If you receive a product that doesn’t meet these standards, we will make it right.

 

Prescription Medications – Special Policy

Due to regulatory requirements and health safety concerns:

  • Prescription medications cannot be returned once dispensed
  • Please ensure your prescription is accurate before placing your order
  • Our pharmacists are available for free consultation to verify your prescription
  • We verify all prescriptions with your healthcare provider when necessary

 

Non-Refundable Fees

The following are non-refundable:

  • Delivery charges (unless the return is due to our error)
  • Service fees for free health consultations (these remain complimentary)

 

Contact Our Customer Care Team

If you have questions about our return and refund policy, or need assistance with a return:

 

Faaiz Pharmacy Customer Care

 

Changes to This Policy

We reserve the right to update this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically.

 

Your Rights

This policy does not affect your statutory rights under Nigerian consumer protection laws. If you believe your consumer rights have been violated, you may contact the Federal Competition and Consumer Protection Commission (FCCPC).

Thank you for choosing Faaiz Pharmacy. Your health and trust are invaluable to us.