At Estel, we just don't sell. We care.
0

Cart

Refund and Returns Policy

Estel Chemist LTD

Website: estelpharmacy.com

Location: Obuasi, Ashanti Region, Ghana

Effective Date: Thursday, 7th May 2026

 

  1. Purpose of This Policy

At Estel Chemist LTD, our priority is the safety, health, and satisfaction of our customers. Because we deal in medicines, health products, supplements, medical devices, and personal care items, returns must be handled carefully to protect public health and comply with pharmacy and product safety standards.

This policy explains when products may be returned, exchanged, refunded, or rejected after purchase.

The Food and Drugs Authority is responsible for setting and enforcing standards for the sale of drugs, herbal medicines, cosmetics, medical devices, and related regulated products in Ghana. The Pharmacy Council of Ghana also regulates pharmacy practice and professional standards in the public interest.

 

  1. General Rule

For health and safety reasons, goods once sold are generally not returnable, especially medicines and products that may be affected by storage conditions, handling, tampering, temperature, contamination, or misuse after leaving our custody.

However, Estel Chemist LTD may accept returns, exchanges, or refunds in limited cases, especially where there is a verified pharmacy error, wrong supply, product defect, or expired product supplied in error.

 

  1. Products That May Be Returned

A product may be considered for return, exchange, or refund if:

  • The wrong product was supplied by Estel Chemist LTD.
  • The product was expired at the time of sale.
  • The product was damaged or defective before delivery or collection.
  • The wrong quantity, strength, formulation, or pack size was supplied.
  • The product delivered is different from what was ordered.
  • The issue is reported within 24 to 48 hours of purchase or delivery.

The product must be returned with:

  • Original receipt or order confirmation.
  • Original packaging.
  • Batch number and expiry details intact.
  • Product seal unbroken, where applicable.
  • No signs of use, tampering, contamination, or improper storage.

 

  1. Non-Returnable Products

The following items cannot be returned or exchanged once sold, except where Estel Chemist LTD confirms an error or defect:

  • Prescription-only medicines.
  • Controlled medicines.
  • Refrigerated or cold-chain products.
  • Opened or used medicines.
  • Products with broken seals.
  • Injections, vaccines, insulin, eye drops, ear drops, and similar sterile products.
  • Personal care and hygiene items.
  • Baby care products once opened.
  • Sexual health products.
  • Diagnostic test kits once opened.
  • Products damaged after delivery or collection.

Products returned because the customer changed their mind after purchase.

This strict position is necessary because a medicine may look normal but may no longer be safe if it has been exposed to heat, sunlight, moisture, poor storage, or tampering.

 

  1. Prescription Medicines

Prescription medicines are supplied based on professional assessment, prescription validation, and patient-specific needs. Once dispensed and handed over, they are generally not returnable unless there was a confirmed dispensing error by Estel Chemist LTD.

Where a dispensing error is confirmed, Estel Chemist LTD will correct the error promptly through replacement, exchange, or refund, depending on the situation.

 

  1. Online Orders

For orders placed through estelpharmacy.com, customers must inspect items immediately upon delivery.

Any complaint about wrong item, damaged item, missing item, or expired product must be reported within 24 hours of delivery through our customer support channel.

Where the complaint is approved, Estel Chemist LTD may offer:

  • Replacement.
  • Exchange.
  • Refund.
  • Store credit.

Delivery charges may only be refunded where the issue was caused by Estel Chemist LTD.

 

  1. Refund Method

Approved refunds will normally be made through the original payment method used by the customer, where possible.

For payments made through mobile money, card, bank transfer, or online payment gateway, refund timelines may depend on the payment provider or bank.

Refunds may take 3 to 10 working days after approval, depending on the payment channel.

 

  1. Return Review Process

All return requests are subject to review by the pharmacist-in-charge, branch manager, or authorised Estel Chemist LTD representative.

Returned products may be inspected for:

  • Product identity.
  • Batch number.
  • Expiry date.
  • Packaging condition.
  • Seal condition.
  • Storage suitability.
  • Signs of use or tampering.
  • Reason for return.

Estel Chemist LTD reserves the right to reject any return that fails safety, quality, or documentation checks.

 

  1. Returned Medicines Will Not Automatically Be Resold

Any returned medicine or health product may be quarantined, assessed, returned to supplier where appropriate, or disposed of in line with internal quality and regulatory procedures.

This protects our customers and preserves the integrity of the pharmacy supply chain.

 

  1. Manufacturer Defects

Where a product appears to have a manufacturer defect, Estel Chemist LTD may request additional review before issuing a replacement or refund.

In some cases, the product may need to be referred to the supplier, manufacturer, or relevant regulator for investigation.

 

  1. Customer Responsibilities

Customers are responsible for:

  • Checking products at the time of purchase or delivery.
  • Confirming the correct product, strength, quantity, and expiry date before use.
  • Following storage instructions.
  • Reporting issues promptly.
  • Keeping receipts and order confirmations.
  • Not using products they believe may be wrong, damaged, expired, or unsafe.

 

  1. Our Right to Refuse Abuse of Policy

Estel Chemist LTD may refuse a return, refund, or exchange where there is suspected fraud, abuse of policy, product tampering, repeated unreasonable claims, or failure to provide proof of purchase.

 

  1. Contact for Returns

For return or refund requests, please contact:

Estel Chemist LTD

Obuasi, Ashanti Region, Ghana

Website: estelpharmacy.com

Email: info@estelpharmacy.com

Phone/WhatsApp: 0502903004

 

Customers should provide:

  • Full name.
  • Phone number.
  • Order number or receipt number.
  • Product name.
  • Date of purchase.
  • Reason for return.
  • Clear photos where applicable.

 

  1. Policy Updates

Estel Chemist LTD may update this Return, Refund & Exchange Policy from time to time to reflect changes in our operations, pharmacy standards, supplier requirements, regulatory guidance, or Ghanaian law.