• Healthies
  • Naira
  • Medicine Orders
  • Smart Lockers Pick-Up/ Home Delivery
  • Payments
  • Returns
  • Referrals
  • General Enquiries
  • Promotions
  • Diagnostics
  • Healthcare Products
Healthies
How can I earn Healthies?

Healthies can be earned by referring friends, buying Medicines/Healthcare products or by running Diagnostic Tests.

When can I spend the Healthies?

Spend the next minute you earn. No conditions.

How can I spend the Healthies?

You can use Healthies balance to perform diagnostics tests at any of the listed MeCure Centers or schedule a Home collection by placing an order to create a Visit ID from the app. Healthies will be discounted from total net payable amount of the diagnostic order.

Is there any expiry/validity date for Healthies?

Yes. You may spend the Healthies within 12 months of earnings.

Can I use Healthies to buy Healthcare Products/Medicines?

No. The Healthies are for medical services offered by MeCure only.

Can I transfer Healthies to the bank account?

No, you can just spend the Healthies on services explained earlier.

Naira
How can I earn Naira?

Naira can be earned by ordering medicines/healthcare products, diagnostic tests on the app or for referring friends to register and use the MeCure SmartBuy app.

When can I spend the Naira?

Spend the next minute you earn. No conditions. Buy phone recharge, internet or pay for utility bills. All free from your Naira balance.

How can I spend my Naira balance?

It is quite simple. Go to the home screen and go to option that says “Spend Naira” Click on any of the heads that you wish to spend on for eg Prepaid

  • Select the service provider and plan, eg MTN Prepaid -> MTN VTU 50
  • In the box, type the phone number you wish to recharge
  • Submit, you will receive an alert from the service provider, in this case, MTN, and simultaneously your equivalent Naira will be debited.
Can I use Naira to buy Healthcare Products/Medicines?

No. The Naira credit can be used for phone recharge, internet and payment of utility bills.

Is there any expiry/validity date for Naira?

Yes. You may spend the Naira credit within 12 months of earnings.

Can I transfer Naira to the bank account?

No, you can just spend the Naira credit on services explained earlier.

Medicine Orders
How do I cancel my order?

You can cancel your order from the ‘Order details’ screen before it is out for delivery. Else, you can refuse it at the time of delivery and a refund will be processed into the payment source, if the order amount was paid online.

How can I track my order?

You can track the order by clicking on ‘My Orders’ on the home screen. Here, you will be able to view information against your order/s.

Items are missing from my order.

We are sorry that you had this experience. Initiate a chat with us to reach out and we will try to resolve this immediately.

I want to modify my order.

Sorry, once your order is confirmed, it cannot be modified. Please place a fresh order with any modifications

Items are different from what I ordered.

We are sorry you have had to experience this. You can return the product immediately to our delivery person in case of home delivery by using the Return feature from order details in app or you can initiate a chat with us to reach out and we will try to resolve this on priority.

I have received damaged items.

We are sorry you have had to experience this. You can return the product immediately to our delivery person in case of home delivery by using the Return feature from order details in app or you can initiate a chat with us to reach out and we will try to resolve this on priority.

How do I get an invoice for my order?

To get the invoice for your order(s), go to "My orders," tap on the respective order, and you will find an option to view the invoice.

How can I make an online payment?

You will have the option to do online payment once order is confirmed by you. You can enter the card details and complete the online payment. Also if you had selected Cash on delivery while confirming the order you can change it to online payment later from order details.

When will I receive my order?

Your order will be delivered within the 'Estimated Delivery Date' as committed at the time of order placement. You can check this by selecting your order from "My orders" section. Keep a look-out for our order delivery updates.

Smart Lockers Pick-Up/ Home Delivery
When will I receive my order?

Depending on your selection for mode of delivery your order will be delivered within the 'Estimated Delivery Date' as committed at the time of order placement. You can check this by selecting your order from "My orders" section. Keep a look-out for our order delivery updates.

How do Smart Lockers operate?

You can view all lockers under Accounts Tab ->Manage Address -> Locker Delivery. Tap on View on Map to locate them on the map.

How do smart lockers operate?
  • Step 1 -> Place your order
  • Step 2 -> Choose the smart locker
  • Step 3 -> Receive a secret one time password to collect your parcel from the locker
I am not able to select my locker. Says no space.

It is likely that all lockers in the locker bank you have selected are already taken by other customers. You may either select an alternative locker site or wait for your preferred locker to be available.

Can I send my household to collect the parcel from the locker?

Yes. Share the one time password with the help.

Can I pay for the order before collecting the parcel?

Yes. There will be an assistant at some of the smart locker centre who will collect the money and help deliver the parcel to you.

I went to a locker for my parcel collection but the locker failed to open.

Apologies. In case you went within the prescribed collection time allotted, please initiate a chat with us and we will quickly resolve the situation and have your parcel delivered. However, if you visited after the time lapse, please initiate a chat with us to assist us walk through the process for your parcel collection

I went to the smart locker centre, but found it closed.

Apologies for the inconvenience. You can view all lockers under Accounts Tab ->Manage Address -> Locker Delivery. Please find the working day and time for all locker services available. However, if the locker centre has been found closed during the working hours, please initiate a chat.

I wish to return my parcel using a locker.

For now, the return policy using the lockers isn't activated. We will intimate as any progress is made.

I went to the smart locker but was told that the parcel hasn't been dropped yet.

Please visit the locker only after you receive a notification to visit the locker once your parcel is placed.

I went to the smart locker and punched my secret code. The locker failed to open.

Apologies for the inconvenience. Please check that you are using your recently acquired OTP. Also check if the deadline to delivery pick-up hasn't passed. Because after the deadline your parcel would be retrieved and sent back to the warehouse.

I was told by the attendant on going for the locker pickup that the system is down. Please try later.

Sincere apologies for the inconvenience. The technology works on internet and at times there maybe a breakdown resulting into a temporary glitch. Please initiate a chat to assist you in all possible ways.

How can I get my order delivered faster?

Sorry, we currently do not have a feature available to expedite the order delivery. However, once we offer this feature, you will receive a communication from our end.

Can I modify my address after Order placement?

Sorry, once the order is placed, we are unable to modify the address.

Payments
What are the payment modes at MeCure Smart Buy?

We support the following payment options:

  1. Credit Card

  2. Debit Card

  3. Cash on Delivery (COD)

  4. Card swipe at the time of delivery (POS)

When will I get my refund?

Once the return has been initiated, you will be prompted to provide your bank details in the app. The amount is expected to reflect in your bank account 2-3 business days post refund initiation. Also, please note that this timeline depends on your bank partner

How can I make an online payment?

You will have the option to do online payment once order is confirmed by you. You can enter the card details and complete the online payment. Also if you had selected Cash on delivery while confirming the order you can change it to online payment later from order details.

Returns
How does MeCure Smart Buy's Return Policy for medicines work?

MeCure Smart Buy’s return policy gives you an option to return the medicines purchased within 15 minutes of delivery in case of home delivery. You can use the Return feature from Order details in the app within this time frame and hand over the products to the delivery person to initiate the return request. No returns can be made once the delivery person has left your premises, so please ensure that you check the contents of your sealed parcel immediately to verify its contents.

Which medicines are eligible for returns?

Medicine(s) which are opened, partially used or disfigured are not eligible for returns. Please check the package carefully at the time of delivery.

How do I return my order?

You can raise a request to return your medicine(s) within 15 minutes of the delivery with these simple steps:

  1. Go to My Orders
  2. Select the respective order and click on ‘RETURN’
  3. Select the item you wish to return with quantity and reason for return with other necessary details for refund.
  4. Hand over the product to the delivery person.

Your return request will be processed promptly by the delivery person. No returns can be made once the delivery person has left your premises, so please ensure that you check the contents of your sealed parcel immediately to verify its contents.

When will I get my refund on returning the order?

Once the return has been initiated, the refund amount is expected to reflect in your account in next 2-3 business days post return initiation. Please note that this timeline depends on your bank partner

What is the return policy for Healthcare products?

Healthcare products can be returned the same way within 15 minutes of the delivery. However, food items are non-returnable and non-refundable if the seal is broken or package is opened after acceptance of delivery.

Items are different from what I ordered

We are sorry you have had to experience this. You can return the product immediately to our delivery person in case of home delivery by using the Return feature from order details in app or you can initiate a chat with us to reach out and we will try to resolve this on priority.

Referrals
What do I earn upon referral?

You earn “Healthies” & “Naira” credits when you refer a new registered user to the app with your unique referral code. In addition, on the first order placed by your referral, you again earn Healthies & Naira based on value.

How does your Referral Program work?

Invite your friends and family members by sharing your referral code. If a new user referred by you downloads the app, you earn Healthies & Naira. In addition, on the first order placed by your referral, you again earn Healthies & Naira based on value. Spend your Naira to recharge phone, buy internet and pay your utility bills & Healthies to perform diagnostic test at MeCure centers.

Where should I check my referral code?

You can find your referral code in the ‘Refer and Earn’ tab under the Accounts tab.

Why did I not get the referral benefit?

If you are not notified about your referral benefit, it is likely that one or more of the following things happened:

  1. The referred member did not apply your referral code while registration
  2. The user clicked on your link but did not create an account or complete their first purchase
  3. The referred member placed an eligible order, but the order was not fulfilled
  4. The person who used the code has already placed an order on MeCure Smart Buy
  5. Your referral benefit has expired
Is there an immediate expiry date to my referral benefit?

No. Use your credit at leisure but before one year of earning

How do I check my referral benefits?

You can view your referral benefits and the associated details on the ‘Refer and Earn’ tab under the Accounts section.

General Enquiries
Are there any shipping charges for Medicine Orders?

No, if the order is placed with a Smart Locker. If you order for home delivery, there is a charge which will reflect once you place the order and assign an address for delivery. Although, the shipping charges will be credited as a cash back to your Healthies balance.

Can I get a different dosage other than what is mentioned in the prescription?

No, the medicines will be provided as per the dosage mentioned in the prescription. Self-prescribed medicines will not be provided.

Can I get medicines delivered in emergency situations?

MeCure Smart Buy tries to deliver medicines on the same day, subject to medicine availability.

What is a valid prescription?

A valid prescription has the following information: Doctor’s details, Patient’s details & Medicine details

Can I buy a substitute medicine on my prescription?

Yes, you may buy other substitutes if your prescription lists the salt name or the active molecule.

Which medicines are not deliverable through your platform?

As per the guidelines of legal and regulatory authorities we do not sell products with the 'not for sale' tag through our app.

What is your standard delivery time?

We generally deliver orders the same or the next day depending on your order and address. You will receive an estimated delivery date once the order is confirmed.

What is MeCure Smart Buy?

We are an online healthcare and medicine delivery platform serving the consumer as an aggregator/lead generator to bring affordable medicines and diagnostic tests that is value for money.

Is MeCure Smart Buy a pharmacy?

No, MeCure Smart Buy is an online healthcare and medicine delivery platform. We connect you to your local pharmacy or registered medicine vendor for the services you have opted for.

Why did I not receive my OTP on SMS for Login?

Please check your network connection. It takes at least 1-2 minutes to receive an SMS. If you still haven’t received the same, please try the ‘Missed call to login’ option.

How do I stop receiving promotional communications?

Please reach out to us on email (support@mecuresmartbuy.com) with your request. We will unsubscribe you and confirm the action within 5 working days.

I am facing issues while trying to order.

Sorry for the experience. Reach out to us on chat and we will resolve it as soon as possible.

How can I change the email address linked to my account?

If you want to change your email ID, you can go to the accounts section and click on "edit profile" and change the mentioned email ID and save it.

Promotions
How do I check for any ongoing offers?

You can check the list of active offers on the home screen. Also, we send customized offers to specific customers through email/SMS.

Diagnostics
How do I book a Diagnostic Test?
  1. Home Collection

    Click on the "Diagnostics Test" on the Home screen. Upload your prescription or by selecting the tests. Choose Home Collection as your preferred option and then select a time and date slot, as per your convenience. The Phlebotomist will visit you to collect your samples and get them processed at our lab.

  2. Visit our Centre

    Click on the "Diagnostics Test" on the Home screen. Upload your prescription or by selecting the tests. Choose the nearest MeCure Center from the listing & create a visit. Share the visit code at the respective Center to perform your diagnostic test.

How will I get my medical reports and when?

A soft copy of the reports will be sent once they are received from the lab to your email. If you want a hard copy of the tests results please collect it from the respective center.

How can I modify the tests in my diagnostics order?

No, once a visit is created you cannot modify the tests from the app. You can request at the center for any modifications.

How can I modify the sample pick-up address in my diagnostics order?

Sorry, once the order is placed, the address cannot be modified. To change the address, please cancel the current order and place a new order with the new address

How can I modify the appointment time in my diagnostics order?

Sorry, once the order is placed, the appointment time cannot be modified. To change the timing, please cancel the current order and place a new order.

The Phlebotomist is late for the home blood sample collection

We are really sorry that you had this experience. Initiate a chat to reach out to us and we will try to resolve this immediately.

Unprofessional Behaviour by the Phlebotomist.

We are really sorry that you had this experience. Initiate a chat to reach out to us and we will try to resolve this immediately.

I received a different report of test/package than what i selected.

We are really sorry that you had this experience. Initiate a chat to reach out to us and we will try to resolve this immediately.

Extra money was collected

We are really sorry that you had this experience. Initiate a chat to reach out to us and we will try to resolve this immediately.

Will I need a prescription for booking a test?

No, you do not need a prescription to get the tests done. However, if you cannot read/understand the tests prescribed by your doctor, upload the photograph of the prescription. We will call you to confirm the tests mentioned in the prescription.

Are there any service charges for the home visit?

Yes. Charges vary on your location.

How do I check my Diagnostics order status?

Click on the ‘My Order’ section in the home screen and go to the diagnostics section. Here, you will be able to view the information regarding your diagnostic test order.

Can I use Healthies to pay for my Diagnostic Test?

Yes, Healthies in the MeCure Smart Buy App can be used to pay for your Diagnostics Test/s.

Healthcare Products
How can I order healthcare products?

Select the ‘Healthcare Products’ section on the home screen and browse through the list of categories or Search for the product from the search bar on the home screen.

How can I get my order delivered faster?

Sorry, we currently do not have a feature available to expedite the order delivery. However, once we offer this feature on the App, you will receive a communication from our end.

Can I use Healthies in the MeCure Smart Buy app for ordering Healthcare Products?

No, Healthies in the MeCure Smart Buy app cannot be used to pay for your Healthcare Products.

Are there any shipping charges for Healthcare Products?

All orders placed in the pick-up on the Smart Lockers are free. Home delivery is at a cost that will reflect once you select your address for delivery. Although, the shipping charges will be credited as a cash back to your Healthies balance.

How do I know if the Healthcare Products delivered are authentic?

We take utmost care in selecting our channel partners and they, in turn, procure directly from the manufacturers/distributors. Apart from this, every product is checked internally (sealing, manufacturing and expiry date) before any shipment is dispatched. Product manufacturing and expiry details are available on every product, as well. Please check your products before accepting them.

Are there any hidden charges?

No, there are no hidden charges!