Last updated: 4 October 2026
Your safety comes first. Once a medicine leaves a pharmacy, we cannot be sure it was stored correctly, so we cannot put it back on the shelf for another patient. This policy explains when you can cancel, return or get a refund. It does not affect your rights under the Federal Competition and Consumer Protection Act 2018.
1. Cancelling an order
- You can cancel at any time before your order is dispatched or collected. Call or email us with your order number. We refund you in full.
- If our pharmacist cannot approve a prescription order, or an item is out of stock, we cancel that item and refund you in full.
2. Items we can accept back
Please check your order when it arrives. Tell us within 48 hours of delivery or collection if:
- you received the wrong item, strength or quantity;
- the item is damaged, leaking or the seal is broken;
- the item is expired or expires before the date we promised; or
- the item is subject to a recall by NAFDAC or the manufacturer.
In these cases we will replace the item or refund you in full, including any delivery fee. Please keep the item and its packaging, and send us a photo if we ask for one. Do not use an item you think is wrong or damaged.
3. Items we cannot accept back
Unless one of the cases in section 2 applies, we cannot take back:
- prescription and over-the-counter medicines that have left our premises;
- items that need cold storage, such as vaccines, insulin and some injections;
- opened or used items, including diagnostic test kits, syringes and other clinical supplies;
- personal hygiene, intimate and sexual wellness products, and baby feeding items; and
- food, drinks and supplements once opened.
Unopened, non-medicine items in perfect condition (for example some household or personal care products) may be returned within 7 days if you change your mind. You pay the cost of returning them.
4. How refunds are paid
- We refund to the same payment method you used. Card and Paystack refunds are usually sent within 3 business days of approval. Your bank may take up to 10 business days more to show the money.
- Cash or bank transfer payments are refunded by bank transfer to an account in the buyer’s name.
5. Unwanted medicines
Please do not throw unused medicines in the bin or toilet. You can bring them to any Elim Pharmacy branch and we will dispose of them safely, free of charge. This is not a refund.
6. Contact us
Elim Pharmacy General Merchants
No. 2 Lagos Street, Off Bama Road, Maiduguri, Borno State, Nigeria
Phone: 0708 850 7227 or 0802 372 2767
Email: info@elimpharmacy.com.ng
