Returns & Refund Policy
It is our desire that all our customers enjoy a wonderful experience each time they shop on our platform without hiccups.
For different reasons, you may want to return items you have purchased and get a refund.
As such this Returns & Refunds Policy highlights our conditions for accepting returns and issuing refunds for items purchased on Vitamin Hub NG on behalf of our Vendors/Sellers.
It also spelled out when we will not accept returns or issue refunds.
- RETURN PERIOD
Due to the nature of items sold on this platform, Sellers on Vitamin Hub NG offer returns within 3 days (72 hours) after delivery.
We do not accept returns after the return period has elapsed. As such we advise you to confirm your order immediately after you receive them.
- CONDITIONS TO ACCEPT & REJECT RETURNS
- TO ACCEPT:
| Reason for return | Applicable products |
| Different Expiry Date & less than 6-Months
(except items sold as close-to-expiry) promotion |
All Products |
| Wrong Product Delivered | All Products |
| Different Brand from what was ordered | All Products |
| Items received is/are broken or defective | All Product |
| Packaging was damaged | All Products |
| Items received with missing parts/accessories | All Product |
| Used/Tampered items | All Product |
| Fake/unauthentic items with Proof | All Products |
| Wrong Specifications/Pack size | All Products |
| Has a prescription label on it | All Products |
| Items with the label “NOT FOR SALE” | All Products. |
We shall only accept returns for items/orders that meet the conditions stated above (ii)
Our Return Pick up Timeline is 1 – 5 working days depending on your geographical location.
iii. TO REJECT:
| Reason for return | Applicable products |
| I changed my mind | None |
| Cold Chain Products that were not returned immediately | None |
| Wrong order placed but delivered | None |
| Not in Original Packaged/Repackaged | None |
| Gifts/Free Products | None |
| Non-damaged/Untampered Customized Products | None |
We shall not accept returns for items/orders that meet the conditions stated above (iii)
If an item is covered by a warranty and becomes damaged or defective during the warranty period, it is not covered by this Returns and Refunds Policy, but by the seller’s warranty.
Warranty information is displayed on each product page.
- PACKAGING RETURNS
While returning items;
- Ensure you do so in the exact condition you received it. Its original packaging, tags, labels, and accessories are completely intact.
- Returned items are your responsibility until they reach us, so do make sure they are packaged properly and can’t get damaged on the way.
- REFUNDS
Upon return or perhaps your order was not fulfilled, you shall be refunded for both the purchase price and the full cost of delivery of the returned items.
Once your return is processed and completed, our refund timeline is 1 – 5 working days.
The refund request form shall state which payment method(s) for the receipt of refunds are available to you.
- REJECTION OF RETURNS & REFUNDS
Returned items are inspected upon return to ascertain/confirm the reasons provided for the return & refund.
If we do not accept your return request, you shall not receive any refund of the purchase price or the delivery fees.
If the reason stated in the return form you filled does not correlate with or meet our return criteria upon inspection, you shall not be entitled to any refund and you shall bear the full cost of re-delivery back to you or Forfeit the Order if it stays with us after One (1) Month.
Upon filling out the Return form, you’ll be notified about the following:
- If it was approved or rejected
- How and when to go about the return
- When you will get a refund (usually within 48 hours after inspection & validation).
- ADDITIONAL CHARGES AND FORFEITURE
Additional charges shall and can apply for many reasons e.g. customization, re-delivery of rejected orders due to wrong claims, etc.
If you do not collect/pick up your order after one (1) Month, you shall forfeit the item(s) and we reserve the right to dispose of, sell, donate, recycle, or destroy item(s) contained in your order.
- EXCHANGES & SWAPPING
We do not offer exchanges or swapping on our marketplace/platform. Kindly return unwanted items with valid reasons and place a new order.
- HOW TO GO ABOUT RETURNS & REFUNDS
- Log in to your Vitamin Hub NG account
- Click on Account at the upper right Menu
- Select Orders
- Identify and select the item(s) you want to return and click on Request a return
- Give us reasons for the return and the necessary details to help us.
- Select your return process
- Preview your information and submit your return request.
- SPECIAL RETURNS & REFUNDS PRIVILEGE
If you wish to return any order that doesn’t meet our returns & refunds acceptance conditions, you can file an appeal for a Return and Refund stating the rationale for the return and if granted by the seller/vendor, Vitamin Hub NG shall refund you only the monetary value of the order with a 10% service charge deduction.
Also, you shall not receive any refund on delivery fees and you’ll be fully ready to incur the cost of re-delivery back to our warehouse or Vendor.
Kindly send your appeal to; info@vitaminhub.ng using same mail you used while signing up.
Use the Title: Appeal for Return & Refund.
Ensure all necessary information is captured in the content of your mail as this will help us fast-track your appeal.
Vitamin Hub NG shall on your behalf reach out to the Vendor/Seller and revert.
The appeal timeline is about 2 – 5 working days.
Signed:
Management