Customer information
Returns and refunds
Draft for pharmacy and legal review. Review version 2026-10-29, 29 October 2026. Contact Hak Pharmacy before returning medicines or health products.
1. Requests and consumer rights
Contact the pharmacy through the Contact page or receipt details with the order or booking reference, payment date and reason. Supply reasonable supporting evidence through an appropriate channel; never send a PIN, banking code or unnecessary patient records. Statutory remedies override narrower policy terms. Prompt reporting helps investigation but no blanket short deadline removes a legal right.
2. Incorrect, unsafe, damaged or missing goods
Do not use an item that appears unsafe, wrongly dispensed, expired at supply or damaged. Contact the pharmacy for instructions and keep packaging and proof of purchase where available. We will assess an appropriate replacement, repair where relevant, refund or other lawful remedy. Reasonable evidence requirements must not defeat a valid claim. Undelivered goods and payments for rejected prescriptions must be reconciled.
3. Medicine safety and change of mind
Medicines outside controlled custody, cold-chain goods, opened hygiene products and patient-specific preparations may be unsuitable for resale. Do not return them without handling instructions. Restrictions on voluntary change-of-mind returns do not remove remedies for defective, unsafe, wrong or misdescribed products. Eligibility for other voluntary returns depends on the product, condition, disclosed terms and applicable law.
4. Order cancellation and delivery fees
Request cancellation as soon as possible. Work already done, dispensing, preparation or dispatch can affect a reasonable lawful cancellation charge. Only actual, reasonable and previously disclosed costs may be retained where law allows. If we cannot fulfil a paid order, the remedy must address unprovided goods and associated unprovided delivery. Courier involvement does not remove the seller's duty. Wrong addresses and failed delivery attempts are reviewed on the facts; platform and processor fees are not automatically non-refundable.
5. Appointments and consultations
Ask to cancel or reschedule early. A no-show or cancellation fee must be clearly disclosed and reasonable in the circumstances. Where Nigerian consumer cancellation rules apply, no cancellation fee is imposed if the beneficiary cannot attend because of death or hospitalisation. If the pharmacy cancels or cannot provide the service, choose an appropriate replacement or refund for the unsupplied service. A properly provided consultation is not automatically refundable because no medicine was prescribed or a preferred outcome was not reached.
6. Telepharmacy and technical failures
If connection or platform failure prevents a meaningful consultation, discuss an alternative channel, rescheduling or an appropriate refund for the undelivered portion. Payment for the pharmacy's consultation is separate from any AI or caption credits purchased by the pharmacy. The pharmacy must explain its charge and any cancellation condition before booking.
7. Amounts, partial refunds and completion
We explain the approved amount and any lawful deduction. Partial refunds take account of the original amount paid for returned lines and applicable discounts. Refunds normally return to the original payment source; a necessary alternative must be securely verified and agreed. Store credit is not forced instead of money where a cash refund is due. Bank or provider timing depends on the method; ask for the submission reference and estimate. An approved return is not always a completed payout.
8. Pending, duplicate or disputed payments
A pending debit or automatic reversal may need tracing rather than a second refund. Report duplicate payments with their references. We will reconcile provider status and avoid duplicate compensation for the same amount while preserving legitimate bank disputes and legal remedies. Aura can assist with platform payment records through support@aurainventory.com.
9. Complaints and review
Ask the pharmacy's responsible manager to review a disputed decision. You may contact your payment provider, the FCCPC at fccpc.gov.ng or another competent authority without completing an internal process. This policy does not require a waiver of legal rights. Changes cannot retrospectively reduce rights attached to a completed purchase.
Need help or clarification?
Contact the pharmacy