Refund Terms of Service

Last updated 21 March 2025.

This Refund Policy governs purchases of products from Famasi, including order placement and payment.

1. ORDER ACCEPTANCE AND CANCELLATION

Famasi reserves the sole right to determine which orders to accept and process as well as the right to cancel any order at its discretion. However, Famasi will ensure that the cancellation of any order is communicated in an appropriate time and manner.

You, or any customer can cancel an order before it has been paid for. Once an order has been paid for, Famasi is unable to accept a cancellation of the order, nor will it process any refund under such circumstances. Famasi would also not exchange any orders after delivery. This does not affect your, or any customer’s, rights to a refund in the event that an incorrect or damaged item is delivered. We would also process an unconditional refund if we are unable to process the order.

2. RETURNS

We agree to replace, at no additional cost to you, any item purchased from our website that you discover to be damaged or incorrect through no fault of your own. Famasi may decline a return if our review finds that the item is neither materially damaged nor incorrect. Packaging scratches, peeling, tears, dents, or other cosmetic or immaterial damage may not qualify an item for return if they do not affect the product’s taste, functionality, or integrity.

3. REFUNDS

At Famasi, we are committed to ensuring your medications and health products are delivered with care and accuracy. We understand that there may be situations where a refund is necessary, and this policy outlines the conditions under which refunds are processed.

3.1. Eligibility for Refunds

Refunds may be granted in the following situations:

1. Incorrect Delivery:​

   You received a different item than what you ordered (e.g., wrong medication or quantity).​

2. Damaged or Expired Products:​

   You received a product that was already damaged, tampered with, or expired at the time of delivery. • You must notify us within 24 hours of delivery. • The product must remain sealed and stored appropriately

3. Delayed Orders:

   If your order does not arrive within the delivery timeline communicated during checkout and is no longer needed, you may request a refund.

4. Unavailable Products After Payment:​

   If we are unable to fulfil your order due to stock unavailability after you have been charged, a full refund will be processed.

   Famasi shall make a refund (to the bank account you provide to us in Nigeria) for any item purchased on our website but found to be unavailable after we have spent a reasonable amount of time checking to see if such item is back in stock.

3.2. Non-Refundable Items

To ensure the safety of our customers, we do not accept refunds or returns for the following:

• Opened or unsealed medications, unless the issue was reported at the time of delivery.
• Prescription-only medications once dispensed, except where the error was from our end.
• Items returned in a used, damaged, or altered condition after delivery.
• Medications that were not stored as instructed on the packaging.

3.3. Requesting a Refund

To request a refund, please do the following:

1. Contact Famasi Support at [email protected] or via your app account within the appropriate time window (24 hours for delivery-related issues).
2. Provide your order ID, a clear description of the issue, and any photos where applicable.
3. Our team will review your request within 3 business days.

3.4. Refund Approval and Processing

• Refunds are not automatic and are subject to internal review and verification.
• Once approved, refunds will be processed within 5–10 business days.
• Refunds are issued to the original payment method, or optionally as store credit, based on your preference.

3.5. Shipping Fees and Delivery Costs

Shipping and handling fees are non-refundable, except in cases where delivery failure or damage occurred due to:

• An error on Famasi’s part
• A verified failure by our delivery partner

A delay alone does not make shipping or handling fees refundable.

3.6. Refund Decisions

Famasi reserves the right to deny any refund request that does not meet the criteria stated above. All decisions will be based on the outlined terms, evidence submitted, and internal checks to ensure fairness to all parties.

4. FORCE MAJEURE

Neither Famasi nor you will be liable for a failure or delay in performing obligations under this policy when the cause is beyond the affected party’s reasonable control. Such causes include, but are not limited to, acts of God or the public enemy, fire, explosions, epidemics, pandemics, accidents, strikes, government action, delay or failure of Famasi’s systems or carriers, and difficulties with telecommunications networks. The affected party must promptly notify the other party of the cause, its nature, and its estimated duration.

5. GOVERNING LAW AND DISPUTE RESOLUTION

This Agreement shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria only.

The parties irrevocably agree that the courts of Nigeria shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with this document or its subject matter or formation.

You agree that disputes arising out of this agreement shall first be referred to mediation at the Lagos Multi-Door Courthouse. If the parties do not reach a settlement within 90 days, the dispute shall then be resolved through litigation in the courts of Lagos State.

CONTACT

If you have any questions about this Refunds Policy, please contact us at [email protected]