Wrong Product Received
You received a product that is different from the Xenoprost Active product confirmed in your order.
Refund and Return Policy
We want every Xenoprost Active order to arrive in good condition and match what you ordered.
If there is a problem with your order, contact us as soon as possible. We will review the issue and explain the next step clearly.
- Wrong, damaged and defective products are reviewed.
- Your rights under Nigerian consumer law stay in place.
- Any return cost is made clear before the return is completed.
When Can You Request a Return?
A return request can be reviewed when:
Damaged Product
Your product arrived damaged, broken or in a condition that affects its normal use.
Defective Product
The product has a clear defect that was present when it reached you.
Product Does Not Match Description
The product delivered is materially different from the description provided when you placed your order.
Other Valid Consumer Issue
You have another genuine product problem that qualifies for a return or refund under applicable Nigerian consumer protection rules.
Product Condition for Returns
Keep Everything Available
Keep the product, packaging and any order information available while your return request is being reviewed.
Avoid Opening or Using It
Where possible, do not open, use or damage the product if you already know you want to return it.
Health and Supplement Products
For health and supplement products, opened items can be harder to accept for a change-of-mind return. This does not remove your rights where a product is defective, unsafe or incorrectly supplied.
What If My Xenoprost Active Order Arrives Damaged?
Contact our support team as soon as you notice the problem.
Please provide the details listed here. This helps us review the issue quickly and confirm the right solution.
Please provide:
- Your name and contact details.
- Your order information.
- A clear explanation of the problem.
- Photos of the product and packaging where useful.
What If I Receive the Wrong Product?
Do not use the product.
Contact us and explain what you received. Keep the item and its packaging available while we review the order.
Once the issue is confirmed, we will explain the available return, replacement or refund option.
Can I Return an Opened Product?
Opened supplements are handled carefully because product safety and hygiene matter.
Change-of-mind returns
A change-of-mind return can be limited once a product has been opened or used.
Defective, unsafe or incorrectly supplied products
A defective, unsafe or incorrectly supplied product will still be reviewed in line with applicable consumer rights.
How to Request a Return
Follow these simple steps:
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Contact Support
Reach out by phone or email and explain why you want to return the product.
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Provide Order Details
Share the information needed to identify your Xenoprost Active order.
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Show the Product Condition
Provide photos or other useful information where needed to confirm the issue.
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Wait for Return Instructions
Our team will explain how and where the product should be returned if a return is approved.
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Keep the Product Safe
Do not dispose of the product until your request has been reviewed and completed.
How Do Refunds Work?
Approved refunds are handled after the return request has been reviewed.
The refund method can depend on how the original payment was made and the circumstances of the return.
We will explain the refund process before completing your request.
Where Nigerian consumer law gives you a right to a full refund, this policy does not remove or reduce that right.
Return Costs
Return arrangements depend on the reason for the return.
If a product is damaged, defective, wrongly supplied or does not match the confirmed order, we will explain the appropriate return arrangement.
Any return cost that applies will be made clear before the return is completed.
Returns We Can Refuse
A return can be refused where there is no valid return right and the product has been:
- Used beyond what is reasonably necessary to inspect it.
- Damaged after delivery by the customer.
- Altered or tampered with after delivery.
- Returned without enough information to identify the order.
- Misused or stored improperly after delivery.
This does not affect rights provided by Nigerian consumer protection law.
Cancelling an Order
Contact us as quickly as possible if you want to cancel an order.
If the order has not moved too far through processing or delivery, we will review whether cancellation is still possible.
Cancellation and refund rights will be handled in line with applicable Nigerian consumer protection requirements.
Your Consumer Rights
Our Refund and Return Policy does not remove any rights you have under Nigerian law.
Consumers can have the right to return goods and receive a refund where qualifying products are defective, unsafe, unsuitable for an agreed purpose or do not match the description or expected quality.
Contact Us
For a return, refund or order problem, contact our support team:
Please include your order details and a short explanation of the issue so we can review your request properly.