Ageless Policy Central

Ageless Policy Central

Returns, Restocking, Pricing and Prescription Policies


The standard Ageless return window is 7 days FOR NON-HYGIENE PRODUCTS THAT AREN’T MEANT TO BE WORN ON YOUR BODY.

Ageless Shopping Cart/Order Checkout Return Policy Summary

I agree that upon placing my Ageless order and checking this confirmation box, I accept the terms & conditions of the Ageless Return Policy, Shipping Policy, Order Cancellation Policy, Prescription Policy and all other Ageless policies found online at https://www.ageless.com.ng/returnspolicy I understand that cross-contamination laws prevent the return of all bodily worn items and some medical consumables. Some medical devices are non-returnable and are clearly marked as so on the product end page. I understand that I am responsible for emailing the Ageless Returns Team at customercare@ageless.com.ng to obtain a Return Authorization Number (RA#) and return shipping instructions. If there is no response from Ageless after 2 business days, there is a chance that your email was trapped in a SPAM filter, so please make sure to call Ageless Customercare at +2348139491652 OR +2348055463055 to verify receipt of your Return Authorization email request. Furthermore, I understand that the cost of shipping an item back to the distribution warehouse is our responsibility and that all returned items must be received in new, resalable condition.

Order Cancellation Policy

When the customer places an order with Ageless, often it ships same day from the warehouse and within hours of the order being placed. If the customer calls to cancel an order, but your goods are already in transit with the shipping provider, then a re-stocking fee will apply. This is necessary because the item has already been, picked, packed, shipped and has left the warehouse on a fulfillment vehicle.

Damaged Merchandise Replacement Policy

Please examine your merchandise carefully, when you receive your order from the fulfillment company. If you receive a damaged box, examine the contents immediately and refuse delivery if the merchandise is damaged. If after accepting the product you discover damaged merchandise, please call +2348139491652/+2348055463055 within 24 hours to report the damage and initiate the return authorization request. Failure to report shipping damages within 24 hours of product delivery will result in Ageless not being able to replace, return, or refund your damaged goods. The fulfillment company normally has the customer sign a document which verifies goods were delivered in acceptable, undamaged condition. When damage is reported promptly, a product replacement will be sent out at no additional charge. You will normally be instructed to return the damaged product to the manufacturer at the manufacturers expense. However first, Ageless will need to issue you a Return Authorization Tracking Number and a specific return shipping address. The return shipping address varies. We have warehouses all over the country. Most manufacturers issue return-call-tags, but some may not. Please wait for return instructions which we will send out via email. If you are issued a damaged goods call tag, and the warehouse subsequently discovers that item is not damaged or defective, you will be charged for the call tag plus any applicable restocking fees. Occasionally, a manufacturer will make minor changes to a product shown online at ageless.com.ng;  Ageless is not responsible for minor manufacturing / manufacturer design changes that may occur with a product. Ageless is not responsible for variations in color that may exist in certain products.

Non-Damaged Merchandise Replacement Policy

Products cannot be returned if they have been used, soiled, or if the packaging is destroyed.  The product must be in new, resalable condition.

Please check merchandise when received and report any missing merchandise to Ageless within 24 business hours. Failure to report shipping/packaging errors within 24 hours of product delivery will result in Ageless not being able to replace your missing goods.  All returned products require a Return Authorization Number (RA#).  Without an RA# clearly marked on the outside of the box, returned products will be refused and returned to the sender.

Non-Refundable Outbound Shipping Charges

Outbound shipping and freight charges are non-refundable which includes the Ageless shipping fee and any additional freight charges which may apply to your Ageless order.

Return Instructions 

Please use the following steps to help us take care of you!

  1. To receive your Return Authorization number, please send an e-mail to customercare@ageless.com.ng or give us a call at (+234) 8130491652 OR +2348055463055. Be prepared to tell us:
    Your Order Number (found in the email invoice confirmation)
    B.  Name of the Product and Quantity you would like to return
    We will honor your return so long as the date of your e-mail or call is within 7 days of the date of your purchase. There are a few items which are non-returnable secondary to International federal law and vendor restrictions.  See the specific non-returnable item list below.
  2. Upon receipt of your e-mail or speaking with you, we’ll promptly issue a Return Authorization number and the shipping address of the vendor or manufacturer warehouse. The return shipping address does vary with each product, so be sure to follow our email instructions which will provide the exact warehouse address. If customer incorrectly returns merchandise to an incorrect warehouse address (because return address delivery instructions were ignored), then the customer will be responsible for charges associated with rerouting the package to its assigned inventory warehouse location. Remember to email uscustomercare@ageless.com.ng
  3. We cannot accept any package without a Return Authorization number on the outside label of the package!
  4. Return merchandise in new,resale-able condition; containing all of the manufacturers’ original packaging, accessories, warranties, instruction manuals, etc.
  5. Items returned used, damaged, or in non-resalable condition will not be refunded or replaced.
  6. Once the product has been received by the Ageless vendor or manufacturer warehouse, we will credit your bankcard/credit card, minus any applicable re-stocking fees.
  7. There are return policy exceptions which apply to the sale of the items listed below. Please see the section listed below to read about return policy exceptions. Other exceptions are listed beside individual product descriptions on the product’s respective product end web page.

Exchange Policy

Due to our complex network of warehouses, Ageless does not allow for direct product exchanges.

The Ageless Exchange process requires that we follow these 4 steps 

  1. The customer must place a new order for the new size, new color, or replacement item that is desired.
    2.Email:  customercare@ageless.com.ng to receive a Return Authorization Number (RA#) and return shipping address for the product you would like to return. The return address varies, so please wait for instructions before shipping the item back to one of our designated warehouses.
    3. After receiving your RA# and a warehouse shipping address, you must then mail or ship your return-item back to the designated return warehouse.
    4. After the returned item has been received and processed by the designated return warehouse, your refund will be processed (minus any applicable restocking fees).

Hygiene Products are Non-Returnable

Hygiene products which relate to personal hygiene and self care are generally non-returnable.   Hygiene products, toileting products, bathroom products, body braces, foam cushions, wheelchair cushions, stockings, splints and products that come in contact with the body; cannot be returned – they are single use patient items.  No hygiene product can be returned if the package has been opened per Public Health Policy and per Ageless Policy. Ageless will make every effort to provide detailed descriptions and disclaimers regarding the return policy for each hygiene product that we offer in the product description box.

Email:  returns@ageless.com.ng  to receive a Return Authorization Number (RA#).
Ageless Phone#: +2348139491652

Products ordered and then refused by a customer at their address or returned without contacting Ageless for a Return Authorization Number will incur an automatic 50% re-stocking fee; unless you have been authorized by Ageless customer service to refuse delivery of the product.

Restocking Fees – General Information

Prescription Items Policy

Certain items sold on the Ageless site require a physician’s prescription.

Email the physicians prescription prior to product shipment. Hospitals, Nursing Homes, and Medical Clinics are generally exempt from such requirements. Licensed healthcare facilities can purchase most prescription items up front, and the prescription would then be required when the prescription item is being delivered or administered to a patient.

International Orders Cannot Be Returned

International orders which are paid via wire-transfer payment or certified bank check payment cannot be returned. All sales are final with respect to International orders.  We have a 7 day return policy on domestic (Nigeria) orders, but this is not possible with International orders.  Ageless purchases shipping insurance on all international orders to cover shipping damages which may occur to products during international shipment.  If your product is damaged, notify us upon arrival of the product.  We will file an insurance claim with the shipping vendor so that the damaged product(s) can be replaced.  If a product is returned as unclaimed on an international shipment; shipping fees and product restocking fees will apply.  International customers are responsible for customs, taxes, and levies which may be assessed by the local government upon importation of the product into the customers respective country.

Ageless Parts Replacement Policy

Ageless reserves the right to refer the customer to the actual product manufacturer when replacement parts are needed. Ageless will provide its customers with manufacturer contact information and when directed by Ageless to do so, the customer will need to speak directly with the product manufacturer in order to obtain replacement parts that were mistakenly omitted from a shipment, damaged during shipment, or to replace parts that malfunction while covered by a manufacturers warranty.

Manufacturer’s Warranty Policy

Ageless supports its customers by offering to provide manufacturer contact information for warranty claims with the product manufacturer. Customers should complete and mail-in the warranty support card on each manufacturer-warrantied product purchased. Ageless is happy to assist customers with manufacturer contact information including the manufacturer’s warranty support telephone number. The manufacturer will generally require that the customer ship the product back to a Distribution Facility for the product to be evaluated. The customer/claimant is typically required to pay for return shipping per the written terms of the manufacturer’s product warranty document. If the item is deemed to be defective by the manufacturer within the warrantable period, the product manufacturer will then decide whether to repair, replace, or refurbish the warrantied item. The replacement product will be shipped from the manufacturer warehouse. If a customer requests that Ageless assist with a product replacement of a warrantied item before return of the originally purchased item has occurred, then Ageless policy requires that the customer purchase the replacement item at full retail price. Once shipment verification is confirmed that the warrantied item has been received at the Manufacturer-Returns-Warehouse and has been certified defective, then a full credit card refund of the warrantied replacement item will be credited back to the customers’ credit card account. If a product manufacturer enters bankruptcy or if the product manufacturer goes entirely out of business, then Ageless is not responsible for the manufacturers’ warranty. A manufacturers’ warranty is just that: a warranty provided and supported by the product manufacturer, not the merchant: Ageless Physical Rehabilitation Center Limited.

Disclaimer Regarding Website Errors & SKU Pricing Errors

We make every effort to ensure that descriptions, dimensions, pictures and prices are accurate within our database. Should a pricing error arise we will make every attempt to promptly inform the customer.  When applicable, Ageless will promptly refund your transaction if a pricing error has occurred. Ageless reserves the right to supply or not to supply a product.  If a quote is sent out with a substantial database pricing error, Ageless reserves the right to modify the quote and/or refuse to honor the quote in these rare circumstances. Products may vary slightly in design and/or color from the illustrations and are subject to change without notice.  Prices are subject to change without notice.

Thank You.

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