At CHF Heron Nigeria Ltd, we want customers to receive the correct products in good condition. If there is a problem with your order, please contact us as soon as possible so our team can review the issue and provide the appropriate solution.
1. When You Can Request a Return
You may request a return, replacement, or refund where applicable if you received the wrong product, the product arrived damaged or is defective, the product is materially different from the description on our website, an item you paid for was missing from your delivered order, or the product is otherwise eligible for return under applicable Nigerian consumer protection law. These conditions do not take away any rights you have under the Federal Competition and Consumer Protection Act (“FCCPA”) or other Nigerian law.
2. Reporting a Problem
If there’s a problem with your order, contact us as soon as possible with your order number, the name of the affected product, a brief description of the problem, and clear photographs or videos where applicable.
Wrong or missing items
If we deliver a product different from what you ordered, or an item is missing from your delivery, please contact us before using or opening the product, where reasonably possible. Once confirmed, we’ll arrange the appropriate replacement, return, or refund.
Damaged or defective items
If a product arrives visibly damaged, contact us within the time limit below and include photos or videos. If a fault develops after use that wasn’t visible on delivery, contact us as soon as you notice it. The time limit does not apply in that case, and your legal rights for defective products are not affected.
Time limit
For problems visible on delivery (wrong, damaged, or missing items), contact us within 24 hours if you can, and no later than 48 hours after delivery.
We’ll review the issue and offer a replacement, refund, or another appropriate solution. Please do not send a product back before contacting us and receiving return instructions.
3. Products That Cannot Normally Be Returned
For health, hygiene, and safety reasons, certain products cannot normally be returned once opened, used, or their protective seal removed, simply because the customer changed their mind. These may include:
- Skincare and personal care products.
- Hair-care products.
- Cosmetics and hygiene products.
- Food and grocery products.
- Beverages.
- Other sealed products where opening them makes resale unsafe or inappropriate.
This restriction does not remove your rights where a product is defective, damaged, unsafe, incorrect, or otherwise qualifies for return under applicable law.
4. Change of Mind
Where there is no defect, damage, or error with the order, acceptance of a return based solely on a change of mind will be considered on a case-by-case basis. The product should be unused, unopened, and in resalable condition with its original packaging, seals, accessories, and accompanying items intact. Products excluded for hygiene, health, or food-safety reasons will not normally qualify for a change-of-mind return once opened.
5. Returning an Approved Product
Once your return has been approved, our team will provide instructions on how and where the product should be returned. Please do not return products without first contacting us. Where the return results from an error by CHF Heron or an eligible defective or incorrect product, the appropriate return arrangements will be communicated to you.
6. Refunds
Once we approve your return or refund, we process it within 24 working hours, using the same payment method you used to pay. Your bank or payment provider may take extra time to show the refund in your account.
7. Delivery Fees
Where a return results from an incorrect, damaged, or defective product supplied by us, applicable delivery or return costs will be handled in accordance with the circumstances and applicable consumer protection requirements. Original delivery fees are not normally refundable for a change-of-mind return where the correct product was delivered without defect.
8. Promotions, Free Gifts and Bundles
If an approved return relates to a bundle, promotional offer, or product supplied with a gift, we may require all relevant products or promotional items to be returned where appropriate, and any refund will consider the terms and value of the applicable promotion. This does not affect your statutory rights where an individual product is defective, damaged, or otherwise eligible for a remedy.
9. Cancelled or Unfulfilled Orders
If CHF Heron is unable to fulfil an order, or a paid item becomes unavailable and no suitable alternative is agreed with you, the amount paid for the affected item or order will be refunded.
10. Contact Us
To request a return, replacement, or refund, please contact CHF Heron Nigeria Ltd through the official contact information on our website, including your order number so our team can review your request quickly. You may also find an answer in our FAQ, or review our Terms & Conditions.