Shipping Policy

1. General

Subject to stock availability, we maintain accurate stock counts on our website but from time-to-time there may be stock discrepancy and we may not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the other ordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. Payment for shipping will be collected at the end of the purchase.

3. Warranty Returns

AccessPharmacy will happily honour any valid warranty claims, provided the claim is submitted within 7 days of receipt of items. Customers will be required to pre-pay the return shipping; however, shipping fees are non-refundable. Upon return receipt of items for warranty claim, you can expect AccessPharmacy to process your warranty claim within 5 working days.

Once warranty claim is confirmed, you will receive the choice of the following:

• Refund via your payment method
• Refund into your customer wallet
• A replacement item sent to you (if stock is available)

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit between 24 and 48 hours for Lagos locations.

4.2 Order fulfilment

Orders placed before 2:00 pm (WAT) - will be dispatched the same day, otherwise, orders placed after 2 pm will be delivered on the next business day for orders within Lagos.

Our stores operate on Monday - Sundays during standard business hours, including public holidays

4.3 Change of Delivery Address

For change of delivery address requests, we can only change the address before the order is dispatched.

4.4 Items Out of Stock

If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.

4.5 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us to enable us to investigate accordingly

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged in Transit

If you find a parcel is damaged in-transit, please reject the parcel from the courier and get in touch with our customer service. If the parcel was delivered in your absence and was reportedly damaged, please click on the chat button below to chat with a customer service agent.

7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, kindly refer to our refund policy.

9. Damaged/Lost in Transit

9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has investigated and deemed the parcel lost.

10. Customer service

Please contact our Customer Services teams via the chat on our website or call 0817 200 5332 during our opening hours (Monday-Friday 9:00 am- 5:30 pm, Saturday - 9:00 am-1:00 pm) and we will advise you how to return the items.