Returns Policy
1. Returns Conditions:
While we send your goods to you in a perfect state, packs can become creased or slightly damaged in transit. If the blisters are damaged and exposing the tablet, If the bottle is leaking liquid etc., we will either refund or replace after receiving the returned stock. However, if packs are only slightly torn or creased, we cannot replace or refund.
Refund Process: Once your return is received and inspected, you will be notified of the approval or rejection of your refund. If approved, your refund will be processed within 7-14 business days. Please note that your bank may take additional time to reflect the refund in your account.
Non-Refundable Items: We do not accept returns if the product is no longer wanted. If you selected the wrong product or you have decided itis not suitable, we do however in line with Federal Competition and Consumer Protection Act (FCCPA of Nigeria) offer a remedy, which could include a refund, return or exchange for any product faulty, not as advertised or breaching a consumer guarantee.
2. Receipt Policy
Electronic Receipts: After purchasing supplements from our online store, you will receive an electronic receipt sent to the email address you provided at checkout. This receipt will include order details and will be required for refunds.
Photographic evidence is requested to support your claim for defective or incorrect products. We will then process refunds accordingly on receipt of the items back to us.
3. Customer Responsibilities
Inspection Upon Delivery: We recommend inspecting your supplements immediately upon delivery. If there are any issues with the product (defective or incorrect), please contact us as soon as possible to ensure your return is processed within the eligibility window, which is 7 days from product delivery.
Storage Conditions: Products must be stored at temperatures below 25 degrees; if they are stored above this temperature, if the product has degraded due to exposure to warmer temperatures or capsules have melted/darkened due to temperature exposure, returns will not be accepted, and no refunds will be issued.
Return Timeframe: Refunds may only be issued within 7 days from product delivery. It’s the customer’s responsibility to initiate the return process within this period.
Condition of Product: Customers must return the supplement in its original, unopened, and unused condition, unless the product is defective. Opened or used supplements are not eligible for a refund if they are not defective.
Return Shipping Costs: If the return is due to defective or incorrect products, we will cover the return shipping costs.
4. How to Initiate a Refund
To initiate a refund for products:
1. Contact our customer service team at enquiries@vitabioticsnigeria.com within the specified return window (7 days from product delivery).
2. Customers must provide personal details and valid online receipt or order confirmation to verify the purchase when requesting a refund.
Customers must clearly state the reason for the return, as this might impact eligibility for a refund. If your return is not authorised, you may be required to pay for the return freight to you without an exchange.
If you have been offered a return and the stock was returned in a package unsuitable to the point the stock was destroyed in transit, again the return may be unauthorised.
3. Proceed with shipping company to return the product.
Once your return is processed, we will notify you by email. Refund decision will be taken accordingly.
5. Changes to the Policy
We reserve the right to update or modify this policy at any time. Any changes will be posted on our website, and the revised policy will take effect immediately upon posting.
If you have any questions or need assistance with a return, refund, or receipt request, please don’t hesitate to contact our customer service team through the following email enquiries@vitabioticsnigeria.com