Returns, refunds and cancelling an order
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Can I return a product I ordered online in Ghana?
You can cancel a purchase within 14 days after you receive the goods, without giving a reason and without a penalty. This right comes from section 49 of the Electronic Transactions Act, 2008 (Act 772). The only cost you can be charged is the direct cost of sending the goods back.
Section 49 lists exceptions, among them goods that by their nature cannot be returned. A sealed, unopened pack can always come back within the 14 days. If a pack has been opened, write to us before sending it and we tell you whether it can be accepted.
These rights do not replace the ones you have under other laws, such as the Sale of Goods Act, 1962 (Act 137). Section 54 of Act 772 makes void any term that excludes them.
How to cancel within the 14 days
Tell us in writing
Write to the email on the contact page within 14 days of delivery. Give the phone number on the order, the date you received it and the product.
Send the product back
Our reply gives the return address. You pay only the direct cost of sending the parcel.
Receive your refund
Because you paid at delivery, the refund goes by bank transfer or another method agreed with you in writing, once the returned product reaches us.
Cancelling before dispatch or refusing the parcel
Until the parcel is dispatched, you can cancel at no cost: tell the operator or write to the email on the contact page with the phone number on the order.
When the courier arrives, you can refuse the parcel for any reason and pay nothing. The parcel goes back to the distributor, and no refund is needed because no money has changed hands.
If the product is damaged or not what you ordered
A damaged parcel or the wrong product is best refused at delivery. If you notice the problem after the courier has left, write to us at once with the phone number on the order, the delivery date, the product and a photo of the pack and its label.
Our reply tells you how to return the product and how your refund or replacement will be made.
If our answer does not settle the matter
A complaint about the quality or safety of a food supplement can go to the Food and Drugs Authority (FDA Ghana) through its online complaint form. Other routes, including the courts, are set out in our legal notice.