Eligibility for Return or Replacement

Because we deal in health and pharmaceutical products, we maintain strict safety and hygiene standards. Returns and replacements are accepted only under specific conditions.

You may request a return or replacement if:

• You received the wrong item or an incorrect quantity.
• The product was damaged in transit.
• The product was expired upon delivery.
• The packaging was defective or compromised, for example a broken seal, missing label, or visible tampering.

Reporting a Problem

If you experience any issue with your order, please contact us within:

• 48 hours of delivery for a damaged or incorrect item.
• 24 hours of delivery for an expired or defective product.

You can reach our support team via:

When reaching out, please include:

• Your order number.
• The name of the affected product.
• Clear photographs of the product and its packaging.
• A brief description of the issue.

Inspection & Approval

Once your request is received, our team will:

• Review the claim and supporting evidence.
• Contact you within 24 to 48 hours for verification.
• Approve or decline the return based on eligibility.

If your request is approved, you may be asked to:

• Return the product in its original packaging where possible.
• Provide a pickup address or drop off the product at a designated location.

Refunds

If a refund is approved:

• Refunds will be processed within 5 to 7 working days of approval and inspection.
• Refunds are credited through the original payment method or as store credit, based on your preference.
• Delivery fees are non-refundable, except where the issue is the result of a wrong or defective item.

Replacements

In certain cases, we may offer a replacement rather than a refund. Replacements are dispatched within the same 5 to 7 working day window and shipped at no additional cost to you.

Non-Returnable Items

For health and safety reasons, the following products cannot be returned once delivered:

• PrEP and PEP medicines.
• HIV self-test kits (OraQuick or similar).
• Opened supplements, vitamins, or any product with a broken seal.
• Personal care items and sexual wellness products.

Order Cancellation

Orders may only be cancelled before dispatch. Once an order has been dispatched, cancellation is no longer possible. If you need to cancel an order, please contact our support team as early as possible.

Need Help?

We are committed to building trust and protecting your privacy. If you have any questions about this policy or your order, our support team is here to help.