Terms & Conditions

Welcome to your trusted partner in health, your provider of quality and affordable medicines through modern convenient platform.

These Terms govern your use of this Platform and the purchase of pharmaceutical products and related services within Ghana.

By accessing or using our platform, you agree to comply with the Terms & Conditions and all applicable laws and regulations in Ghana associated with it. If you do not agree, you must discontinue use of this platform.

We are dedicated to providing you with a seamless experience, offering a comprehensive selection of prescription medications, over-the-counter essentials, premium wellness products, personal care products, home and hygiene products and several others delivered directly to your door.

Our commitment to safety and authenticity means every order is handled by our team of professionals, ensuring you have the support and guidance you need.

Use of this platform is restricted to individuals who are at least 18 years old and capable of entering into legally binding agreements. Users are required to provide accurate personal, medical, and delivery information and to ensure that all details submitted remain up to date. The platform reserves the right to verify user information and take appropriate action where discrepancies are identified.

Prescription-only medicines require a valid prescription from a licensed healthcare professional. By submitting a prescription, you confirm that it is:

• genuine, valid, and current;
• issued in your name (or that of the intended patient where permitted).

The platform reserves the right to:

• Verify prescriptions
• Reject invalid or expired prescriptions
• Cancel orders without proper documentation

All applicable orders are supervised by a licensed pharmacist.

We may:

• request additional information;
• decline an order;
• provide counselling or guidance.

Decisions made in good faith for patient safety or regulatory compliance shall not give rise to liability.

We strive to ensure all product descriptions, prices and images are accurate. However, in some instances products and packaging may differ from displayed images. Where the product provided is the same, these packaging differences shall not be justifiable cause for a return, nor shall they give rise to liability.

Information provided on this Platform is for informational purposes only.

It does NOT constitute or replace professional medical advice.

Always consult a qualified healthcare provider before using any medication.

All prices are displayed on the Platform and must be paid in full before dispatch unless otherwise stated. Orders are subject to:

• Product availability
• Payment confirmation

We reserve the right to:

• Correct pricing errors
• Refuse or cancel any order
• Revise quantities purchased

Payment must be made through approved methods.

We offer flexible delivery options to suit your schedule. The Options are:

• Standard Delivery – Order is processing and delivery is completed in maximum 6 hours.
• Express Delivery – Order processing and delivery is completed in maximum 2 hours.

The delivery fee is determined by the Delivery options selected, you may pay a little more for the Express delivery option.

Our aim is to deliver on time, in case of significant delays, we'll notify you via phone.

Delivery timelines are estimates only and may vary due to:

• Location
• Weather conditions
• Security or regulatory checks
• Third-party courier delays
• Events beyond our control

Delivery is deemed complete when:

• the product is handed to you or your designated recipient; or
• in the case of contactless delivery, when left at the designated location.

Risk transfers to the customer upon delivery.

You are responsible for:

• providing accurate delivery details;
• being available to receive delivery where required.

Where delivery fails due to your error, redelivery fees may apply, and products will not be eligible for refund.

10.1 Refund

We are pleased to assist. However, note that we only offer refunds under the conditions set out below. This list is non-exhaustive and each refund request will be assessed on a case-by-case basis:

• Refunds may be available where an order is cancelled within 30 minutes after confirmation. After 30 minutes, you will not be entitled to receive a refund, however the product may qualify for an exchange under our return and replacement policy
• If there is a verified error in dispensing your prescription (e.g., incorrect medication or quantity) or confirmed product damage/defect, which is duly communicated to us within 24 hours upon receipt you may be entitled to a refund. Please note that a refund will only be available where a replacement is not feasible or practical in the circumstances.
• If Delivery fails due to our error (excluding user-related causes)

Delivery fees may be retained where cancellation occurs after processing has commenced.

Agreed refunds will be paid within 7 business days (subject to payment provider timelines) to the same channel through which payment was received.

Any other issues shall be handled in accordance with the Platform’s Return and Replacement Policy.

10.2 Non-Refundable Scenarios

Refunds will not be provided in the following circumstances. This list is non-exhaustive and each refund request will be assessed on a case-by-case basis:

• Incorrect delivery details were provided by you
• You were unavailable to receive delivery
• You refused delivery without valid reason
• You failed to provide a valid prescription (where required)
• Products were properly delivered but later mishandled or improperly stored
• The product is a temperature-sensitive (cold chain) item and delivery failed due to your actions

10.3 Return and Replacement Policy

At ECL, your health and safety are our top priorities. Due to the sensitive nature of pharmaceutical products and strict health regulations, our return policy is designed to ensure the integrity of the medications and products we provide. In line with public health and safety requirements, medicines cannot be returned once dispensed and delivered, except in limited circumstances outlined below. We may be able to facilitate a replacement or exchange for an alternative product if your item meets our return policy.

10.3.1 Prescription Orders

• Prescription Medications, No Returns: We cannot accept returns for prescription medications once they have left the pharmacy.

• Errors & Defects: If you believe there has been an error in your prescription (e.g., incorrect medication or quantity) or if the product is damaged/defective upon receipt, please contact us within 24 hours. We will investigate and, if verified, provide a replacement at no additional cost.

10.3.2 OTC & General Merchandise

Over-the-Counter (OTC) Products & General Merchandise (e.g., vitamins, bandages, beauty products, shavers, clippers, personal care items etc.), you may return them within 24 hours of purchase under the following conditions.

Conditions

• Items must be unopened, in their original packaging and in the same condition as when purchased.
• Proof of Purchase: A valid receipt or proof of purchase is required for all returns and exchanges.
• For online orders, return shipping costs are the responsibility of the customer unless the item was sent in error.

How to Initiate a Return

• In-Store: Bring the item and your receipt to our customer service desk.

• Online: Contact our support team atecommerce@ecl.com.gh or WhatsApp 0508411184 with your order number to receive a Return Authorization (RA) number.

10.3.3 Non-Returnable Items

For safety and hygiene reasons, the following cannot be returned once opened:

• Temperature-sensitive items and medications
• Personal care items (e.g., thermometers, supports/braces, toothbrushes, shavers).
• Baby formula and foods.
• Items marked as "Reduced to clear".

10.4 Cancellation Policy

10.4.1 By placing an order, the User acknowledges and agrees that; pharmaceutical orders are time-sensitive and regulated; cancellation rights are therefore limited; and once processing has commenced, cancellation may not be possible.

Users are encouraged to review their orders carefully before confirming purchase to avoid the need for cancellations. Once an order has been successfully placed, the platform begins processing it promptly to ensure timely delivery; therefore, orders may only be cancelled within 30 minutes of confirmation of an order. The platform reserves the right to decline cancellation requests that do not meet these conditions.

If a user wishes to cancel an order, the request must be submitted within 30 minutes of confirmation either on the Platform, through our support team at ecommerce@ecl.com.gh or WhatsApp on 0508411184 with your order number. The platform will make reasonable efforts to process email and Whatsapp requests, but cannot guarantee cancellation if the 30 minutes timeframe has elapsed.

Please note that once an order has been shipped or handed over to a delivery service provider, it can no longer be cancelled. In such cases, the order will be treated as completed and will fall under the platform’s return and replacement policy or refund policy, where applicable.

• Provide accurate personal, medical, and delivery details
• Use medicines responsibly and follow dosage instructions
• Inspect products at the point of delivery
• Make full payment for a request to be considered a confirmed order

All website content (logos, text, images) is protected. Users may not copy, distribute, or reuse content without our express written permission.

We are not liable for failure or delay caused by events beyond our reasonable control. Where a Force Majeure Event materially affects our ability to fulfil an order, the Platform reserves the right to cancel the affected order and issue a refund for amounts paid for undelivered products. Such delays shall not constitute a breach of these Terms.

To the fullest extent permitted by law, we are not liable for:

• Incorrect use of medicines and any adverse effects thereof
• Delays caused by third parties, wrong delivery details or location, or untimely response to communication
• Losses due to website downtime

Our total liability for any order shall be limited to the value of the purchased product.

The platform operates in accordance with:

• Electronic Transactions Act 2008 (772)
• The Electronic Communications Act, 2008 (Act 775)
• Data Protection Act, 2012 (843)
• Pharmacy Council Regulations
• Ghana National Electronic Pharmacy Platform (NEPP)
• Public health laws

• Misuse prescriptions
• Engage in fraudulent transactions
• Attempt to hack or disrupt the platform
• Resell medicines purchased on this platform

We reserve the right to suspend or terminate accounts for violations and cancel fraudulent or suspicious orders.

We may update these Terms at any time without prior notice. Continued use of the platform constitutes acceptance of updates.

For support, complaints, or inquiries: