Returns & Refunds Policy

Version 1.2 · Last updated: August 16, 2026

This policy explains how cancellations, returns and refunds work for orders placed through Prescript, the platform operated by PRESCRIPT NETWORK LTD (RC 9494216). It sits alongside our Terms of Service. Where the two differ on returns, refunds or cancellations, this policy applies.

How orders work on Prescript

Prescript is a technology platform, not a pharmacy. When you place an order, you are buying from a licensed Pharmacy Partner on the platform, and that pharmacy prepares and hands over your items. We take payment on the pharmacy's behalf, and we handle refunds on the pharmacy's behalf too — so you only ever have to deal with us. We do not release the pharmacy's money until you have collected your order and given them your collection code.

Items bought through our shop are collected in person from the pharmacy that prepared them. You will get a collection code once your order is ready, and you show that code at the counter. Because collection is in person, there is nothing to post back and no return postage to pay.

Requests are not purchases. When you ask pharmacies to confirm whether they can supply something, you are not buying it and you are not charged. A pharmacy responds with what it can supply and at what price, and you decide from there — if you do nothing, or decline, nothing is owed and there is nothing to cancel. Everything on this page applies from the point a request becomes an order and you have paid.

Sending someone else to collect

You do not have to collect the order yourself. Send a dispatch rider, a family member, or anyone you trust — give them the collection code and the pharmacy will hand the order over. Anyone holding the code can collect, so share it only with the person collecting, and only when they are at the counter.

This works across cities too. Once your payment is confirmed you will see the pharmacy's name, address and phone number, so you can contact them directly and arrange collection or delivery the way that suits you — including sending someone travelling, or a transport company.

Cancelling before you collect

You can cancel an order for any reason, without giving a reason, at any time before you collect it — including after you have paid and after the pharmacy has started preparing it. You will receive a full refund of everything you paid, including the platform fee and any VAT charged on that fee.

To cancel, open the order in the Prescript app or on this website and choose to cancel it, or contact us using the details at the bottom of this page.

If the pharmacy cannot fulfil your order

Occasionally a pharmacy will not be able to supply part or all of an order — for example if an item sells out between your order and preparation. If that happens:

• We will tell you before you make the trip to collect.
• If the whole order is affected, it is cancelled and refunded in full, including the platform fee and any VAT charged on that fee.
• If only some items are affected, you can take the rest and we refund the missing items, or cancel the whole order for a full refund. Where we refund only part of an order, the platform fee is recalculated on what you actually received and the difference is refunded to you.

Returns after collection

Medicines and health products cannot be returned or exchanged once they have left the pharmacy counter. This is not a commercial preference — it is a patient safety rule. Once a medicine has left the pharmacy's control, there is no way to be certain how it has been stored or handled, so it cannot lawfully or safely be put back into stock and sold to someone else. This applies even if the packaging is still sealed and unopened.

Please check your items at the counter before you leave. Pharmacy staff will help you confirm that everything matches your order.

The only exceptions are set out in the next section.

Wrong, damaged, expired or short-dated items

You are always entitled to a replacement or a full refund, at your choice, if an item you collected is:

• Not what you ordered — a different product, strength, form or pack size from the one shown on your order
• Damaged — broken, leaking, or with damaged or tampered packaging or a broken seal
• Expired, or too close to its expiry date to reasonably finish the pack
• Missing from the bag you were handed, or supplied in the wrong quantity
• Faulty — for a device or piece of equipment that does not work as it should

Tell us within 48 hours of collecting the order. If you spot the problem at the counter, raise it there and then and the pharmacy will usually put it right immediately.

You will never be asked to pay anything to return a faulty or incorrect item, and we will not charge a restocking or handling fee.

How to raise a problem

Contact us by email or WhatsApp using the details below, with:

• Your order number
• Which item or items are affected
• A short description of the problem, and a photo where you can (this is the fastest route for damaged, wrong or expired items)

We will acknowledge your message within one business day, and resolve it — replacement or refund — within three business days of agreeing the outcome with you. Where we need the pharmacy to check something, we will keep you updated rather than leave you waiting.

How refunds are paid

Refunds are paid by bank transfer in Nigerian Naira to a Nigerian bank account you provide. When a refund is approved, we will ask you for the account details in the app or on this website, and we verify the account name before sending the money.

We aim to send every approved refund within 24 hours of the refund being agreed. The time it then takes to appear in your account depends on your bank, and is usually the same day.

Refunds are always made in the same currency and for the same amount you paid. We do not issue store credit or vouchers in place of a refund unless you specifically ask for one.

Platform fees and VAT on refunds

Prescript charges a small platform fee on each order. Where VAT is due on that fee, it is charged on the fee only and shown as a separate VAT line on your order and your receipt — so what you were charged is always what you can see. Medicines themselves are not marked up by us and do not carry VAT.

• Order cancelled or refunded in full — the platform fee, and any VAT charged on it, are refunded in full alongside the price of the items.
• Part of an order refunded — the platform fee is recalculated on the value of what you kept, and any excess fee, together with any VAT charged on it, is refunded.

Your legal rights

Nothing in this policy affects your rights under the Federal Competition and Consumer Protection Act 2018 or any other Nigerian consumer protection law — including your right to goods that are of good quality, safe, and fit for the purpose they are sold for. This policy sits on top of those rights, not in place of them.

If you believe a product you received is unsafe or not genuine, please stop using it and contact us straight away. We take these reports seriously and will raise them with the supplying pharmacy.

If you are not happy with the outcome

If we have not resolved your complaint to your satisfaction, ask us to escalate it and a senior member of our team will review it. If you are still unhappy, you may take the matter to the Federal Competition and Consumer Protection Commission, or pursue it as set out in the Dispute Resolution section of our Terms of Service.

Changes to this policy

We may update this policy from time to time. The version and date at the top of this page always tell you which version is current. Any order you have already placed is handled under the version of the policy that was in force when you placed it.

Contact us

For anything to do with a cancellation, return or refund, contact us:

• By email: support [at] prescript [dot] ng
• By WhatsApp: Loading…

Our support hours are Monday to Saturday, 9:00am–6:00pm WAT. Messages sent outside those hours are answered the next business day.

PRESCRIPT NETWORK LTD (RC 9494216), registered in Nigeria with the Corporate Affairs Commission.