Refund and Returns Policy

1. OVERVIEW & COMMITMENT

At Buttons Medic Center Ltd., we are committed to delivering exceptional wellness experiences and high-quality herbal products. We understand that circumstances change, and we strive to make our refund and returns process fair, transparent, and straightforward.

Our Promise:

✅ Clear, accessible policies with no hidden terms
✅ Fair assessment of every refund or return request
✅ Prompt communication throughout the process
✅ Respect for your health, time, and investment

This policy is designed to protect both our clients and our ability to continue providing premium wellness services across Africa.

2. SCOPE OF THIS POLICY

This Refund & Returns Policy applies to all transactions with Buttons Medic Center Ltd., including:

Geographic Coverage: Nigeria, Ghana, and all jurisdictions where Buttons Medic Center operates or ships.

3. REFUND POLICY BY SERVICE TYPE

3.1 Herbal Consultations & Health Assessments

3.2 Detox Programs & Wellness Packages

3.3 Events: Herbal Wellness Party & Workshops

3.4 Digital Products & Online Content

4. RETURNS POLICY FOR PHYSICAL PRODUCTS

4.1 Eligibility for Returns

You may return physical products purchased from Buttons Medic Center if:

✅ The item is unused, unopened, and in original packaging
✅ The return is initiated within 14 days of delivery
✅ You provide proof of purchase (order number, receipt, or email confirmation)
✅ The item is not on the non-returnable list (see Section 6)

4.2 Non-Eligible Items

The following items cannot be returned for hygiene, safety, or customization reasons:

❌ Opened or partially used herbal supplements, teas, or tinctures
❌ Personalized or custom-blended herbal formulations
❌ Items marked “Final Sale” or “Clearance”
❌ Gift cards or store credit vouchers
❌ Perishable items (fresh herbs, prepared blends) past delivery date
❌ Products damaged due to client misuse or improper storage

4.3 Return Process Overview

4.4 Restocking Fee

A 15% restocking fee may apply to returns that are:

• Not due to our error (e.g., change of mind)
• Missing original packaging or accessories
• Returned without prior authorization

5. CANCELLATIONS & RESCHEDULING

5.1 Client-Initiated Changes

5.2 Buttons Medic Center-Initiated Changes

If we cancel or reschedule a service:

✅ You will be notified at least 48 hours in advance (except emergencies)
✅ You may choose: Full refund, credit to future service, or rescheduling
✅ No administrative fees will apply

5.3 Force Majeure

In cases of unforeseen circumstances beyond our control (e.g., natural disasters, government restrictions, public health emergencies):

• We will make reasonable efforts to reschedule or provide virtual alternatives
• If rescheduling is not feasible, full refunds will be issued
• We are not liable for incidental costs incurred by clients (travel, accommodation, etc.)

6. NON-REFUNDABLE ITEMS & FEES

The following are non-refundable under all circumstances:

7. HOW TO REQUEST A REFUND OR RETURN

7.1 Step-by-Step Process

Step 1: Contact Us
Email refunds@buttonsmedic.org or use our [Online Refund Request Form] with:

• Your full name and contact information
• Order number, appointment ID, or event ticket reference
• Reason for refund/return request
• Supporting documentation (photos for damaged items, medical notes if applicable)

Step 2: Receive Authorization
Our team will review your request within 2 business days and provide:

• Return Merchandise Authorization (RMA) number (for product returns)
• Return shipping instructions and address
• Expected timeline for resolution

Step 3: Return Item (If Applicable)

• Package item securely in original packaging if possible
• Include copy of receipt and RMA number inside package
• Use a trackable shipping method (we recommend insured courier)
• Retain proof of postage/shipping receipt

Step 4: Inspection & Processing

• Returned items are inspected within 3-5 business days of receipt
• You will be notified of approval or denial via email
• Approved refunds are processed per Section 8

7.2 Required Documentation

8. PROCESSING TIMES & REFUND METHODS

8.1 Refund Processing Timeline

Total Estimated Time: 10-25 business days from initial request to funds appearing in your account.

8.2 Refund Methods

Refunds are issued to the original form of payment whenever possible:

Note: If the original payment method is no longer valid, we will contact you to arrange an alternative.

8.3 Partial Refunds

In cases where only part of an order is returned or a service is partially rendered:

• Refund amount will be calculated proportionally
• Original shipping fees are non-refundable unless the entire order is cancelled before dispatch
• Restocking fees (if applicable) will be deducted from the refund amount

9. EXCHANGES & STORE CREDIT

9.1 Product Exchanges

We gladly exchange items that are:

• Defective, damaged, or incorrect (see Section 10)
• Unused and in original packaging
• Requested within 14 days of delivery

Exchange Process:

1. Contact refunds@buttonsmedic.org with order details and desired replacement
2. Receive exchange authorization and return instructions
3. Return original item (we cover return shipping for our error)
4. Replacement item shipped upon receipt and inspection

9.2 Store Credit Option

Instead of a cash refund, you may elect to receive store credit:

✅ Bonus: Store credit includes a 10% bonus value (e.g., ₦10,000 refund = ₦11,000 credit)
✅ No expiration: Store credit does not expire
✅ Flexible use: Apply to any future purchase, service, or event
✅ Transferable: Can be gifted to another person (with written authorization)

To request store credit: Indicate your preference when submitting your refund request.

10. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive an item that is damaged, defective, or not what you ordered:

10.1 Immediate Actions

✅ Do not discard the item or original packaging
✅ Take clear photos of the damage, product, and packaging
✅ Contact us within 48 hours of delivery at refunds@buttonsmedic.org
✅ Include your order number and photos in your message

10.2 Our Resolution Commitment

10.3 Quality Assurance

All returned defective items are:

• Logged in our quality control system
• Investigated with suppliers/manufacturers
• Used to improve product handling and vendor standards

11. SPECIAL CONSIDERATIONS: HEALTH & WELLNESS SERVICES

11.1 Individual Results May Vary

Buttons Medic Center provides herbal wellness support based on traditional knowledge and contemporary best practices. However:

We do not guarantee specific health outcomes, as individual responses to herbal protocols vary based on:

• Unique physiology and genetics
• Adherence to recommended protocols
• Concurrent medications or health conditions
• Lifestyle factors (diet, sleep, stress, environment)

11.2 Dissatisfaction with Service Outcomes

If you feel a service did not meet your expectations:

1. Contact your practitioner within 7 days to discuss concerns
2. Request a service review with our Client Experience Team
3. Possible resolutions may include:

• Complimentary follow-up consultation
• Protocol adjustment or alternative recommendation
• Partial refund or store credit (case-by-case)

Note: Refunds are not provided solely based on lack of perceived results, as wellness journeys are highly individual.

11.3 Adverse Reactions

If you experience an unexpected or adverse reaction to a product or protocol:

Stop use immediately and consult a healthcare professional
Contact us urgently at Tel: +234-9035188786   | +233-0505547073 or emergency@buttonsmedic.org
Provide details of the reaction, product batch number, and usage instructions followed

We take all safety reports seriously and will:

• Investigate the incident thoroughly
• Report to relevant regulatory authorities if required
• Offer appropriate support, which may include refund, medical cost contribution (case-by-case), or product reformulation

12. CONSUMER RIGHTS & LEGAL COMPLIANCE

12.1 Your Statutory Rights

This policy does not limit your rights under applicable consumer protection laws, including:

🇳🇬 Nigeria:

• Federal Competition and Consumer Protection Act (FCCPA), 2018
• Nigeria Data Protection Regulation (NDPR), 2019
• State-level consumer protection statutes

🇬🇭 Ghana:

• Consumer Protection Act, 2003 (Act 662)
• Data Protection Act, 2012 (Act 843)

 International:

• GDPR (for EU/UK residents)
• Other applicable jurisdictional laws

12.2 Mandatory Refund Rights

Regardless of this policy, you are entitled to a refund if:

• The service was not provided as described
• The product is faulty, not fit for purpose, or not as described
• The transaction was fraudulent or unauthorized
• A cooling-off period applies under local law (e.g., distance selling regulations)

12.3 Waiver of Rights

You cannot waive your statutory consumer rights. Any clause in this policy that appears to limit mandatory legal protections is void to the extent of the limitation.

13. DISPUTE RESOLUTION

13.1 Internal Resolution Process

We encourage resolving concerns directly with us first:

1. Contact Client Experience Team: refunds@buttonsmedic.org
2. Escalate to Management: If unresolved within 5 business days, email escalation@buttonsmedic.org
3. Formal Complaint: Submit via our [Online Complaint Form] for documented review

13.2 External Mediation & Arbitration

If internal resolution is unsuccessful:

🇳🇬 Nigeria:

• Federal Competition and Consumer Protection Commission (FCCPC)
• https://fccpc.gov.ng | complaints@fccpc.gov.ng

🇬🇭 Ghana:

• Consumer Protection Agency (CPA)
• https://cpa.gov.gh | info@cpa.gov.gh

13.3 Legal Jurisdiction

Any legal disputes arising from transactions with Buttons Medic Center Ltd. shall be governed by the laws of Nigeria, with primary jurisdiction in Abuja, unless otherwise required by mandatory consumer protection laws in your jurisdiction.

14. CONTACT INFORMATION

14.1 Refund & Returns Team

Email: refunds@buttonsmedic.org
Phone: +234-9035188786   (Nigeria) | +233-0505547073 (Ghana)
Hours: Monday – Friday, 9:00 AM – 5:00 PM (WAT/GMT)

14.3 Online Resources

Refund Request Form: www.buttonsmedic.org/refund-request
Track Your Return: www.buttonsmedic.org/track-return
FAQ: www.buttonsmedic.org/refund-faq

15. POLICY UPDATES

We may update this Refund & Returns Policy to reflect:

• Changes in our services or product offerings
• Updates to applicable laws or regulations
• Improvements based on client feedback

15.1 Notification of Changes

15.2 Your Continued Use

Transactions completed after the effective date of an updated policy are subject to the revised terms. If you do not agree with changes, please contact us before making future purchases.