Terms and Conditions

MGK HEALTHCARE ONLINE PHARMACY PLATFORM POLICIES Patient Data Protection · Drug Return · Fund Refund · Product Exchange

 

Version 1.0

Effective 10th July, 2026

Applies To All Online Pharmacy Users

Review Annually

 

About These Policies These policies govern the use of the MGK Online Pharmacy platform (mgkpharmacy.com). By placing an order on our platform, you agree to the terms set out in each policy below. These policies are designed to be clear, fair, and consistent with Nigerian law and professional pharmacy practice standards.

POLICY 1 PATIENT DATA PROTECTION & PRIVACY POLICY MGK Online Pharmacy | Version 1.0 | July 2026

 

Legal Basis: Nigeria Data Protection Regulation (NDPR) 2019 · Nigeria Data Protection Act (NDPA) 2023 · PCN Ethical Standards

 

1.1 What We Collect

•    Personal details: full name, date of birth, gender, contact number, and delivery address.
•    Health information: medical conditions, allergies, and prescriptions submitted when ordering prescription-only medicines (POMs).
•    Transaction data: order history, payment references, and delivery records.
•    Device and usage data: IP address, browser type, and platform interaction logs for security and service improvement purposes.

 

1.2 How We Use Your Data

•    To process and fulfil your pharmacy orders accurately and safely.
•    To verify prescriptions with the issuing healthcare provider where required.
•    To communicate order status, delivery updates, and pharmacist counselling where indicated.
•    To comply with regulatory reporting obligations under PCN and NAFDAC rules.
•    To improve platform functionality and customer experience — using anonymised and aggregated data only.

 

1.3 How We Protect Your Data

•    All data is stored on encrypted, access-controlled servers hosted within a secure environment.
•    Only authorised pharmacy staff and system administrators may access patient health records.
•    No patient data is shared with third parties except: (i) the prescribing doctor or healthcare facility for clinical verification; (ii) delivery partners — limited to name and address only; (iii) regulatory authorities where legally required.
•    Prescription data is never used for marketing purposes.

 

1.4 Your Rights

•    You may request access to your personal data held on our platform at any time by emailing [mgkhealthcare@gmail.com].
•    You may request correction of inaccurate data or deletion of your account data, subject to our legal retention obligations.
•    You may withdraw consent for non-essential communications at any time.

 

1.5 Data Retention

•    Patient prescription records: retained for a minimum of 5 years from the date of dispensing, in compliance with PCN guidelines.
•    Transaction records: retained for 7 years for financial compliance purposes.
•    Inactive accounts: data reviewed after 3 years of inactivity; customer notified before deletion.

 

1.6 Breach Notification

In the event of a data breach affecting your personal information, MGK Healthcare will notify you within 72 hours of becoming aware of the breach, in accordance with the NDPA 2023. A report will simultaneously be made to the Nigeria Data Protection Commission (NDPC).

 

Contact for Data Queries: Data Protection Officer — MGK Healthcare | Email: | Mobile Number:

 

 

 

 

 

POLICY 2 DRUG RETURN POLICY MGK Online Pharmacy | Version 1.0 | July 2026

 

Legal Basis: PCN Code of Ethics · NAFDAC Drug Regulations · Federal Competition and Consumer Protection Act (FCCPA) 2019

 

2.1 Eligible Returns

A return will be accepted ONLY where one or more of the following conditions apply:

1. The wrong product was dispensed by MGK Pharmacy (dispensing error).
2. The product delivered is damaged, defective, or the packaging is tampered with upon delivery.
3. The product is expired at the point of delivery.
4. The product is subject to a regulatory recall issued by NAFDAC.

 

2.2 Ineligible Returns

The following products and situations are NOT eligible for return under any circumstance:

•    Prescription-only medicines (POMs) once dispensed and delivered — except where a dispensing error is confirmed.
•    Cold-chain products (insulin, vaccines, eye drops requiring refrigeration) once delivered.
•    Opened or partially used products.
•    Products not purchased directly from the MGK Online Pharmacy platform.
•    Returns requested more than 48 hours after confirmed delivery.

 

2.3 Return Process

1. Customer contacts MGK Online Pharmacy within 48 hours of delivery via: Email: [] or Phone: [].
2. Customer provides: Order number, product name, reason for return, and photographic evidence (for damaged or incorrect items).
3. A pharmacist reviews the return request within 24 hours and issues a Return Authorisation Number (RAN) if the return is approved.
4. Customer returns the product in its original packaging to the designated MGK Healthcare address or hands it to the delivery agent upon collection.
5. Refund or replacement is processed within 3–5 working days of receipt of the returned product.

 

2.4 Disposal of Returned Medicines

All accepted returned medicines are disposed of safely by the MGK Healthcare pharmacist in accordance with NAFDAC pharmaceutical waste disposal guidelines. Returned medicines are never re-dispensed.

 

POLICY 3 FUND REFUND POLICY MGK Online Pharmacy | Version 1.0 | July 2026

 

Legal Basis: Federal Competition and Consumer Protection Act (FCCPA) 2019· Central Bank of Nigeria (CBN) Payment Systems Guidelines

 

3.1 When a Refund is Applicable

#	Situation	Refund Outcome
1	Dispensing error — wrong product sent	Full refund OR free replacement; customer choice
2	Product damaged, defective, or tampered on delivery	Full refund OR replacement
3	Product out of stock after payment is made	Full refund within 24 hours of notification
4	Order cancelled by customer before dispatch	Full refund; no deduction
5	Expired product delivered	Full refund
6	Prescription rejected after payment (invalid or unverifiable Rx)	Full refund within 48 hours; order cancelled
7	Duplicate payment charged in error	Full refund of the duplicate charge within 48 hours

 

3.2 When a Refund is NOT Applicable

•    Order cancelled by the customer after the product has been dispatched.
•    Customer changes their mind about a prescription medicine after it has been dispensed.
•    Incorrect delivery address provided by the customer leading to failed delivery.
•    Refund request made more than 48 hours after confirmed delivery.

 

3.3 Refund Processing Timeline

Payment Method	Refund Timeline	Method
Card payment (Paystack)	3–5 working days	Reversed to original card
Bank transfer	2–3 working days	Transferred to original account
Wallet balance (platform)	Within 24 hours	Credited to platform wallet

 

3.4 How to Request a Refund

1. Contact our Customer Care team: Email: [] | Phone: [] | WhatsApp: [].
2. Provide your Order Number, reason for refund request, and payment details.
3. Our pharmacist reviews your request within 24 hours and communicates the outcome in writing.
4. Approved refunds are processed within the timeline above from the date of approval.

 

POLICY 4 PRODUCT EXCHANGE POLICY MGK Online Pharmacy | Version 1.0 | July 2026

 

Legal Basis: PCN Code of Ethics · FCCPA 2019 · NAFDAC Drug Safety Regulations

 

IMPORTANT: MGK Healthcare does not permit exchanges of dispensed prescription medicines unless a verified dispensing error has occurred. This protects the safety of all customers.

 

4.1 Eligible Exchanges

An exchange will be approved ONLY in the following circumstances:

1. Wrong product dispensed — confirmed dispensing error by MGK Healthcare.
2. Wrong quantity dispensed relative to the confirmed prescription and payment made.
3. Wrong brand or strength dispensed where a specific brand or dosage strength was confirmed in the order.
4. Product delivered was damaged or the seal was broken prior to delivery.

 

4.2 Ineligible Exchanges

•    Change of mind by the customer after a prescription medicine has been dispensed.
•    Request to exchange for a therapeutically different product (e.g., changing from one drug class to another) — a new prescription and order are required.
•    Products that have been opened, partially used, or removed from original packaging.
•    Cold-chain products once delivered.
•    Exchange request made more than 48 hours after confirmed delivery.
•    Over-the-counter (OTC) products where the product is in acceptable condition — a refund is offered instead.

 

4.3 Exchange Process

1. Customer contacts Customer Care within 48 hours of delivery. Email: [] | Phone: [].
2. Customer provides: Order number, product received, product expected, and photographic evidence where applicable.
3. A pharmacist reviews the exchange request within 24 hours and confirms eligibility.
4. If approved: replacement product is dispatched at no additional delivery charge to the customer. Incorrect product is collected simultaneously where logistics permit.
5. If replacement product is out of stock: a full refund is issued within 3 working days per the Fund Refund Policy.
6. All exchanges are processed and dispatched within 3 working days of approval.

 

4.4 Therapeutic Substitution

MGK Healthcare does not substitute a prescribed product with a therapeutic alternative without the explicit written consent of both the prescribing healthcare provider and the patient. Where a prescribed product is unavailable, the customer will be notified promptly and given the option to: (i) wait for restock; (ii) accept a pharmacist-recommended alternative supported by prescriber agreement; or (iii) receive a full refund.

 

4.5 Liability

MGK Healthcare is liable for exchanges arising from our own dispensing errors. We are not liable for adverse outcomes arising from incorrect use, self-medication, or failure to disclose relevant medical conditions or allergies at the time of ordering.