Last updated: 22 October 2026
At Elsie Organics, we want you to feel confident about every purchase. We also take product quality, hygiene and the integrity of our ingredients seriously.
Because we sell cosmetic raw materials, oils, butters, actives, Ayurvedic powders and other ingredients, many of which we weigh, measure and pack specially for your order, we do not accept change-of-mind returns. This policy explains that, and what we will do when something goes wrong with your order. Please read it before ordering.
At a glance
- Damaged, leaking, incorrect, missing or defective items: contact us within 24 hours of delivery or collection, with your order number and photos or a short video. We will review it and put it right where it is our responsibility.
- Change of mind: we do not accept returns or exchanges for change of mind. Please check your order carefully before checkout.
- Late, missing or lost package: contact us with your order number and we will trace it with the shipper.
- Always wait for our instructions before sending anything back.
1. How our 24-hour window works
Wherever this policy mentions 24 hours, the clock starts when your order is delivered to you (doorstep delivery) or when you collect it (motor park or Abuja store pickup).
A message to us within that window counts, even if we reply the next working day. We are open Monday to Saturday, 9am to 5pm.
2. Damaged, defective or incorrect items
This section applies to every product.
If your order arrives damaged or leaking, contains an incorrect item, has missing items, or a product is defective or not as described, please:
- Check the items and quantities against your order confirmation.
- Inspect the package and products for damage, leakage, broken seals or other concerns. For doorstep deliveries, where possible, check the package before the rider leaves.
- Photograph or film the package, packaging, label and affected item. For leaks, do this before cleaning up.
- Contact us within 24 hours with your order number, a short description of the problem and your photos or video.
- Keep the item and all packaging until we advise you on next steps. Do not send anything back without our instructions.
What we will do: We will review your report and explain the resolution, which may be a replacement, a refund or another appropriate remedy. Where the problem is ours (for example a wrong item, a missing item, a defective product or inadequate packaging), we will cover the cost of putting it right, and you will not pay return shipping to correct our error.
Motor park deliveries: These are carried by independent drivers. Report any damage or shortage within 24 hours of collection and keep everything as you received it.
Reports after 24 hours: We ask for 24 hours because it is the only way we can verify what happened and raise it with a shipper or driver while it is still possible. A later report will still be reviewed, but it may be harder or impossible to resolve. This request does not affect any rights you have under applicable consumer protection law.
3. No change-of-mind returns
Many of our products are weighed, measured, decanted or repacked for your order, and once any item leaves us we cannot verify its condition or storage. For hygiene, safety and quality reasons, we do not accept returns or exchanges for change of mind, on any product, whether sale or full price, local or international. Please check your order carefully before checkout (see Section 9).
Items that arrive damaged, defective or incorrect are handled separately under Section 2. This section does not limit those remedies, or any consumer rights that cannot lawfully be excluded.
4. Exchanges and order corrections
We do not offer exchanges, including for items ordered by mistake.
If you ordered the wrong product or size, or want to cancel, contact us on WhatsApp as soon as possible. If your order has not yet gone out to the shippers, we will check whether it can be corrected or cancelled, and we will refund you in full if it is cancelled. Once an order has been dispatched, changes and cancellations are no longer possible.
5. Delivery delays, missing or lost packages
We dispatch Monday to Friday, plus Saturday for Abuja deliveries only. We do not dispatch on Sundays or public holidays. Delivery times are estimates and are set out in our Shipping Policy. If your order has not arrived within the estimated time, contact us with your order number and we will check with the shipper and follow up until the order reaches you.
Doorstep deliveries that have tracking codes: If a shipped order via is confirmed lost, or is not found within 14 days of our escalating to the (logistics company) shippers, we will replace the goods or refund the amount you paid, including the delivery fee.
Motor park deliveries: Motor park shipping is arranged at your request and carried by independent drivers. It has no tracking or waybill numbers, so we give you the driver’s phone number. Once we have handed your packed order to the driver, we will help you trace it and follow up with the driver and park. Because we cannot track these shipments, verified losses or damage are reviewed case by case. Please collect promptly. Parks may charge extra for bulky orders, and we will tell you the difference when your packed order reaches the park. Some parks may charge storekeeping fees when you show up to collect your package – and we have no control over that, as they are independent from the [arks we shipped from.
Shown as delivered but not received: Contact us. We will review the delivery address, date and shipper details and help investigate. We may ask whether someone authorised to receive the package accepted it.
6. Incorrect addresses, undeliverable orders and refused deliveries
Please double-check your delivery details, including the nearest motor park if you choose motor park delivery, before you complete checkout. We cannot change them once your order has shipped.
If a shipped order cannot be delivered because the address was wrong or incomplete, or because delivery was refused without good reason, you may be responsible for the extra shipping or redelivery costs. This also applies to orders that qualified for free shipping. Any charges are assessed according to the circumstances and applicable law.
7. Refunds and processing
Approved refunds go back to the account or card you used to pay.
- We aim to start approved refunds within 7 working days of approval. Your bank or payment provider may then take up to 14 working days to show the money.
- Delivery fees are refunded where the fault is ours, an order is lost, or an order is cancelled before dispatch. They are not refunded where delivery fails because of an incorrect address or a refused delivery.
- We will tell you when your refund has been started. If it has not appeared in your account within the time we gave you, contact us and we will help you follow it up.
8. International orders
We welcome orders from customers outside Nigeria. You are responsible for import duties and customs charges in your country, and for confirming that your items may enter it. Shipments refused entry, or held or returned because requested customs information was not provided in time, cannot be refunded, as set out in our Shipping Policy, to the extent the law allows. Seed and leaf products need Phytosanitary and Quarantine certificates, which you can add to your cart.
For damaged, defective or incorrect items, follow Section 2 and contact us before sending anything back, and we will give instructions based on your situation. Nothing in this section removes any right or remedy available to you under applicable law.
9. How to avoid ordering mistakes
Because we do not accept change-of-mind returns, a few checks before and after ordering matter.
Before ordering:
- Start small with a new ingredient, then buy larger once you know it suits you.
- Ask us if you are unsure about a description, size or specification.
- Check your cart for the right products, sizes and quantities.
After ordering:
- Check your confirmation email straight away for the right items, quantities and address.
- Contact us quickly if something is wrong. If your order has not been dispatched, we will see whether it can be corrected.
- Keep your order number. It helps us resolve questions faster.
10. How to contact us
WhatsApp: 09155504130 (from outside Nigeria: +234 915 550 4130)
Contact page: Contact Us
Hours: Monday to Saturday, 9am to 5pm
Please include your order number, the item concerned, a short explanation of the issue, and clear photos or video where relevant.
Our commitment to you
We aim to handle every order and complaint fairly, consistently and professionally. Our terms and conditions protect product hygiene and quality, and make sure genuine problems get the attention they deserve.
Nothing in this policy excludes or limits any consumer rights or remedies that cannot lawfully be excluded under applicable Nigerian law.