Refund policy
RETURN POLICY, DEFECTS, CANCELLATION POLICIES.
Refund Policy – The Health Place Africa
Placing an order on our website confirms acceptance of these terms.
We want you to be fully satisfied with your purchase. Please read the following terms carefully as they govern all refunds, returns, and cancellations.
Website Processing Fee (3%) — What It Covers
We are VAT exempt and have stopped accepting VAT
Tax and financial regulatory bodies require that charges are clearly separated and not bundled, so customers can distinguish between product prices and transaction-related costs.
Our website processing fee is 3% per transaction and covers the unavoidable operational costs incurred once an order is placed. These include:
1. Payment gateway charges
Fees charged by payment processors to securely authorize and process card, bank transfer, or online payments.
2. Bank transaction and settlement fees
Costs associated with receiving, settling, and reconciling payments into our business accounts.
3. Fraud prevention and payment security systems
Tools and services used to protect customers and the business from fraudulent transactions and chargebacks.
4. Website infrastructure and maintenance costs
Expenses related to maintaining a secure, functional e-commerce platform that allows customers to place orders online.
5. Transaction handling and order processing costs
Administrative costs incurred once an order is successfully submitted and logged into our system.
Non-Refundable Website Processing Fee
The website processing fee (3%) is non-refundable.
Once an order is placed, payment processing and transaction costs are immediately incurred and cannot be reversed.
As a result, the website processing fee will not be refunded under any circumstances, including but not limited to:
• Order cancellations
• Order modifications
• Failed delivery attempts
• Customer error at checkout
• Refunds initiated for eligible products
If a refund is approved, it will apply only to the cost of the product(s) and will exclude the website processing fee.
1. No Refunds for Accepted Deliveries
No returns will be offered on items that have been delivered without any damages or defects. Once delivery is accepted (physically or via signature, or as confirmed by courier), we consider the order fulfilled
2. Complaints & Defects
Complaints of any defects or shortages must be made within 24 hours of receiving your order. Claims made after this period will not be valid.
In the event that a product is delivered incorrectly (for example, a SKU different from that stated in the order confirmation) or is found to have a substantiated quality or manufacturing defect, The Health Place will, upon return of the product and verification of the claim, issue a full refund.
Upon receipt of an order, the recipient must inspect all items for defects or shortages and report any issues immediately. Complaints must be made within 24 hours of delivery; no claims will be accepted thereafter.
Where an order is delivered to a third-party recipient, that recipient must verify the contents at the point of delivery. The Health Place will not be liable for any shortages, defects, or missing items reported after acceptance, as third parties may remove items once delivery has been completed.
3. Delivery Timelines
All delivery timelines provided at checkout are estimates only. While we work closely with our couriers to ensure prompt delivery, delays may occur due to circumstances beyond our control.
Late delivery alone does not qualify for refunds or returns.
If a delivery is unreasonably late (more than 7 days beyond the estimated delivery window), we may, at our discretion, offer a coupon or store credit as a one-time gesture of goodwill.
4. Return Shipping Costs
All costs of return shipping will be borne by the purchaser (unless the item received is defective).
5. Cancellations
Orders may only be cancelled within 24 hours of purchase, provided the item has not yet left our facility. Once an order has shipped, cancellations are no longer possible. In cases where cancellation is accepted, a cancellation fee will apply.
Transaction Fees & Bank Charges
Please note that certain third-party charges related to payment processing are non-refundable, as they are not returned to us by banks or payment gateways. These may include (but are not limited to):
• Bank transaction fees/ Stamp duty charges (₦50)
• Payment gateway / website transaction fees (currently $2 per transaction, converted at the prevailing exchange rate)
• 7.5% Mobile banking transfer fees payable to the bank on transfers made.( Starting 19th January 2026). The VAT is charged on the service fee that banks and fintechs charge for the transaction.
These fees will be deducted from any approved refund or store credit. Since exchange rates and fees may vary from time to time, the final amount credited to you will reflect the actual Fx Rate at the time of processing.6. Non-Returnable Items
Items without original packaging or items not in their original condition are non-returnable and non-exchangeable.
*Please Note: Refunds, where applicable, will only be issued as store credit or coupons. Cash refunds are not permitted under any circumstances.
RETURN PROCESS
*For Damaged goods
Please inspect your order immediately upon delivery. If an item is defective, damaged, or incorrectly delivered, you must notify us right away so that we can evaluate the issue and resolve it.
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Reporting: All damage-in-transit or wrong-item complaints must be reported within 24 hours of delivery by contacting our Customer Care team via:
Call/WhatsApp: +2348025719777 Email: orders@thehealthplaceafrica.com -
Response Time: Our Customer Care team will review the complaint and revert within 24 working hours.
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Refund Timelines:
For returns due to customer error (e.g., refusal, wrong address, failure to accept delivery),cash refunds are not permitted. Approved refunds in such cases will only be issued as store credit (coupon).
For returns due to our error (e.g., damaged goods, defective items, or wrong SKU delivered), we will issue a full cash refund to the original payment method within 2 working days of receiving and inspecting the returned goods.
4. Refund Exclusions: Refunds will not be issued where:
The customer has provided an incorrect or incomplete shipping address.
There are three failed delivery attempts by the courier.
The package is refused by the recipient
5. Ineligible Returns: The following will not qualify for return or replacement:
Any product returned without all original packaging and accessories (including retail bag and inserts).
Any product with broken seals, opened pouches, or altered condition.
Notwithstanding anything contained herein, the following products shall not be eligible for return or replacement, viz.: Any product that is returned without all original packaging and accessories, including the retail bag and all other items originally included with the product at the time of delivery.
6. Condition for Returns: To be eligible, items must be returned in the same condition as delivered, with packaging intact, seals unbroken, and contents unused.
7. Return Shipping Costs: All return shipping costs will be borne by the purchaser, unless the product received was defective or wrongfully delivered.
8. Return Authorization: To initiate a return, you must first contact us at orders@thehealthplaceafrica.com. If approved, we will issue a return shipping label along with instructions for the return process. Items returned without prior authorization will not be accepted.
9. Refund Confirmation: Once your return is received and inspected, you will be notified of approval or rejection. If approved, the refund will be issued to your original payment method/ Store Credit/Coupon.
*Exceptions / Non-returnable items
Certain categories of products are strictly non-returnable. These include custom blends, items prepared with additional services such as encapsulation or teabagging, and personal care products (including but not limited to Body Butters and Deodorants). If you are unsure about the eligibility of a specific item, please contact us for clarification before placing your order.
2. Unfortunately, we cannot accept returns on sale items or gift cards.
3. Exchanges
For regulatory and safety reasons, exchanges are not permitted on supplements, herbs, teas, or personal care products. Once these items have been delivered to a customer, they cannot be resold or redistributed. Exchanges will only be granted if a product is defective, damaged in transit, or wrongfully delivered, and only if it is returned in its original sealed and unused condition.
Cancelling Your Order
- Orders may only be cancelled within 24 hours of placement.
- Cancellation will only be approved if the item is still within our facility.
- If the item has already left our facility, we will attempt to liaise with the delivery company to arrange a return. If the delivery company agrees to return the order, the purchaser will bear the cost of returning it to our facility.
- Once the item is returned and cancellation is approved, the refund will be subject to a cancellation charge. This charge includes (but is not limited to):
Stamp duty charge (₦50)
Payment gateway/website transaction fee ($2 per transaction, converted at the prevailing exchange rate at the time of refund)
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To request a cancellation, customers must contact us via:
Email: orders@thehealthplaceafrica.com or WhatsApp: +2348025719777
with a clear explanation of why the order is being cancelled.
If a cancellation request is accepted, refunds will be processed within 24 hours of review.
Cancellation Refund Options
Store Credit (Coupon)
For all cancellations not caused by The Health Place (e.g., change of mind, refusal of delivery, wrong address), refunds will only be issued as store credit (coupon) for the equivalent value of the purchase.
The coupon may be used for a future purchase by the customer or by another individual designated by the customer.
Cash Refunds (Exception Cases Only)
A cash refund to the original payment method will only be permitted if The Health Place is at fault — specifically in cases where the item delivered is defective, damaged in transit, or the wrong SKU.
In such cases, the refund will be processed within 2 working days of receipt and inspection of the returned product.
Cancellation Policies
- In certain circumstances, The Health Place may be required to cancel an order.
- An electronic or other form of order confirmation does not constitute final acceptance of your order. The Health Place reserves the right, at any time after receipt of an order, to accept or decline it for any reason.
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Although our online inventory updates automatically, discrepancies may occur. In such cases, The Health Place will notify you via telephone, email, or WhatsApp message regarding any shortfall in the quantity of items ordered. We reserve the right to:
- Supply less than the quantity ordered,
- Issue a partial refund or store credit,
- Offer an exchange, or
- Cancel the order, with prior notice.
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The Health Place reserves the right to cancel any order under the following circumstances:
a. Force majeure events or natural causes (e.g., calamity, severe weather, strikes).
b. Circumstances beyond the merchant’s control, including but not limited to: out-of-stock items, system errors, disputes regarding product details, incorrect images, promotional errors, or pricing inaccuracies.
c. Automatic cancellations arising from system errors.
d. Non-compliance with order requirements by the customer.
