MEDVAX HEALTH RETURN & DELIVERY POLICY

1.1 Delivery Timeframes

We strive to deliver your medications and health products as quickly as possible. Delivery timeframes vary based on your location:

• Same-Day Delivery: Available in major cities (Lagos, Abuja, Port Harcourt, Ibadan) for orders placed before 2:00 PM on weekdays. Delivery will be completed by 8:00 PM the same day.
• Standard Delivery: 2-5 business days for orders within major cities and metropolitan areas.
• Extended Delivery: 5-7 business days for orders to other locations across Nigeria.
• Prescription Orders: Delivery may take an additional 24-48 hours to allow for prescription verification by our licensed pharmacists.

1.2 Delivery Locations

We currently deliver to all major cities and towns across Nigeria. Delivery availability will be confirmed during checkout based on your provided address. If your location is not currently serviced, our customer support team will contact you to discuss alternative delivery arrangements.

1.3 Delivery Charges

Delivery charges are calculated based on your location and order value:

• Free Delivery: Available for orders above ₦10,000 within major cities.
• Standard Delivery Fee: ₦500 - ₦1,500 depending on location and order value.
• Express/Same-Day Delivery: Additional ₦1,000 fee applies.

Delivery charges will be clearly displayed during checkout before you complete your order.

1.4 Delivery Process

Once your order is confirmed and payment is verified:

• You will receive an order confirmation email with your order number and estimated delivery date.
• When your order is dispatched, you will receive a tracking number via email and SMS (if provided).
• Our delivery partner will contact you on the day of delivery to confirm your availability and delivery address.
• Upon delivery, you may be required to provide identification and sign for receipt of the order.

1.5 Failed Deliveries

If delivery cannot be completed due to:

• Incorrect or incomplete address provided
• Recipient unavailable at the delivery address
• Inability to contact the recipient
• Refusal to accept delivery

We will attempt to contact you to arrange an alternative delivery time. If delivery cannot be completed after three attempts, the order will be returned to our facility and a restocking fee may apply. You will be responsible for any additional delivery charges for re-delivery.

2.1 Eligibility for Returns

You may return products within 7 days of delivery, provided that:

• The product is unopened, unused, and in its original packaging
• The product is not a prescription medication (prescription medications are non-returnable for safety and regulatory reasons)
• The product is not a perishable item or item with a short expiration date
• The product was damaged during delivery or is defective
• You received the wrong product or incorrect quantity

2.2 Non-Returnable Items

The following items cannot be returned for safety, hygiene, or regulatory reasons:

• Prescription medications
• Opened or used products
• Perishable items
• Items without original packaging
• Personalized or custom-ordered items
• Items purchased during special promotions marked as "non-returnable"

2.3 Return Process

To initiate a return:

1. Contact our customer support team within 7 days of delivery at [email protected] or call +234 812 383 4240 with your order number.
2. Provide your order number, reason for return, and photos (if applicable, e.g., for damaged items).
3. Our team will review your request and provide a Return Authorization (RA) number if approved.
4. Package the item securely in its original packaging with the RA number clearly visible.
5. We will arrange for pickup of the returned item at no additional cost to you (for eligible returns).

2.4 Return Inspection

Upon receipt of the returned item, we will inspect it within 3-5 business days to verify it meets our return criteria. You will be notified of the inspection result via email. If the return is approved, your refund or exchange will be processed as outlined below.

3.1 Refund Eligibility

Refunds will be processed for:

• Approved returns that meet our return criteria
• Damaged or defective products received
• Wrong products or incorrect quantities delivered
• Cancelled orders (before shipment)
• Failed deliveries due to our error

3.2 Refund Processing

Once your return is approved:

• Refund Method: Refunds will be processed to the original payment method used for the order.
• Processing Time: Refunds are typically processed within 5-10 business days after return approval.
• Bank Processing: Depending on your bank or payment provider, it may take an additional 3-5 business days for the refund to appear in your account.
• Refund Amount: You will receive a full refund of the product price. Original delivery charges are non-refundable unless the return is due to our error.

3.3 Partial Refunds

In cases where only part of an order is returned, a partial refund will be issued for the returned items only. Delivery charges will not be refunded for partial returns.

4.1 Product Exchanges

We offer product exchanges for items that meet our return criteria. Exchanges are subject to:

• Availability of the requested replacement product
• Price difference payment if the replacement product is more expensive
• Refund of price difference if the replacement product is less expensive

To request an exchange, follow the return process outlined above and specify that you would like an exchange rather than a refund.

6.1 Cancellation Before Shipment

You may cancel your order at any time before it is shipped. To cancel, contact our customer support team with your order number. Once cancelled, a full refund will be processed within 5-7 business days.

6.2 Cancellation After Shipment

Once your order has been shipped, cancellation is not possible. However, you may refuse delivery or return the item following our standard return process. Please note that delivery charges are non-refundable for cancelled orders after shipment.