We want every order to be right. Because we deliver medicines, some safety rules apply. This policy explains when you can cancel, when you are eligible for a refund, and how to request one.
1. Cancelling an order
- Before the pharmacy accepts — you can cancel for free from the Orders screen.
- After acceptance but before the rider is on the way — you can still request cancellation; the pharmacy may charge a small preparation fee for items that have already been packed.
- Once the rider is on the way or the order is delivered — cancellation is no longer possible; please use the refund flow below.
2. Non-returnable items
For your safety and to comply with Nigerian pharmacy regulations, the following items cannot be returned once they leave the pharmacy:
- Prescription-only medicines (POM).
- Cold-chain or temperature-sensitive products.
- Opened personal care items, syringes, and any product where the tamper seal is broken.
3. When you are eligible for a refund
- The item delivered is damaged, expired, or visibly tampered with.
- The item is wrong (different SKU, strength, or quantity than ordered).
- The order was not delivered.
- You were charged twice for the same order.
4. How to request a refund
Open the order from the Orders screen and tap Report a problem within 48 hours of delivery. Attach a photo where relevant. Our team and the pharmacy will review and respond within 3 business days.
5. How refunds are paid
Approved refunds are issued to the original payment method. Bank settlement typically takes 3–7 working days depending on your bank. Wallet refunds are immediate.
6. Delivery fees
Delivery fees are refunded only when the issue is the fault of L'Anuwa, the pharmacy, or the rider (e.g. failed delivery, wrong items).
7. Bookings (nursing & clinical services)
- Free cancellation up to 4 hours before the booking starts.
- Cancellations within 4 hours of the start time may incur up to 50% of the service fee to compensate the provider.
- No-shows are fully charged.
8. Questions
If something is unclear, contact us via the Contact page and we will help.