Refund, Return, and Cancellation Policy

Effective Date: 08 September 2026
Last Updated: 08 September 2026
Version: 1.0

This policy explains when you may cancel, return a product, rebook a service, request a replacement, or receive a full or partial refund. Product safety rules never remove your rights for a wrong, defective, unsafe, misdescribed, or undelivered order.

1. Quick Guide

Situation Usual outcome
Wrong, damaged, defective, expired, recalled, tampered, unsafe, or materially misdescribed product Investigation and an appropriate replacement, refund, retrieval, or other remedy at no return cost to you when the issue is confirmed or the law requires it.
Unopened non-prescription product changed your mind May be returned within seven calendar days from delivery if sealed, unused, complete, and in resalable condition. Product-specific exclusions may apply.
Prescription medicine changed your mind Generally cancellable before dispensing or release. Generally not returnable after dispensing or release because integrity and patient-specific records cannot be reversed.
Cold-chain product changed your mind May be cancelled before packing or dispatch. Generally not cancellable or returnable after dispatch. Quality, handling, defect, recall, and wrong-item remedies still apply.
Medical device changed your mind An unopened device may follow the seven-day voluntary return rule unless it is sterile, single-use, personalized, hygiene-sensitive, temperature-controlled, or otherwise unsuitable for resale. Defect, malfunction, injury, missing-instruction, recall, and wrong-item remedies still apply.
Diagnostic booking changed your mind Full refund within 48 hours from purchase or before the appointment begins, whichever comes first. After that, up to two rebookings may be available.
NowExpress or a provider cannot supply the paid product or service Rebooking, replacement, re-performance, recollection, partial refund, or full refund, depending on what remains reasonably possible and what you choose where a choice is required.
Duplicate or incorrect charge Correction and refund of the confirmed excess amount.

This table is a summary. The detailed rules below apply to the facts of your request. A voluntary change-of-mind rule is different from a legal remedy for a defective product, imperfect service, or merchant breach.

2. How to Ask for Help

  1. Email returns@nowexpress.ph with your order or booking number, patient or recipient name, contact details, the item or service affected, what happened, and the remedy you prefer.
  2. For diagnostic bookings, email diagnostics@nowexpress.ph. For a medicine safety or cold-chain concern, email orders@nowexpress.ph and copy returns@nowexpress.ph.
  3. Keep the affected item, carton, seals, label, receipt, insulated packaging, cooling materials, and available photographs or video until we give instructions. Do not handle or keep an item if doing so would be unsafe.
  4. Do not mail, hand over, or dispose of a medicine, medical device involved in an incident, or cold-chain product unless NowExpress gives instructions. Stop using an item when continued use may be unsafe.

We may verify identity and request only evidence reasonably needed to understand the issue, such as photographs, expiry or batch details, delivery timing, temperature information, laboratory documents, or payment records. A missing photograph or package does not automatically defeat a valid claim when you have a reasonable explanation.

We aim to acknowledge a request within two business days and give a decision or meaningful status update within seven calendar days. A provider, manufacturer, courier, or bank investigation may take longer; if so, we will explain the next step and keep you updated.

3. Reporting Windows

For a delivered product issue, contact us within 48 hours where reasonably possible. For suspected cold-chain handling or temperature concerns, contact us as soon as possible, preferably within two hours of receipt, so delivery and packing information can be checked promptly.

These reporting periods help preserve evidence and speed up a safety investigation. Missing a requested period does not automatically remove a right or remedy that remains available under Philippine law, especially for a latent defect, expiry, recall, falsification, or issue that could not reasonably be discovered earlier.

4. Wrong, Damaged, Defective, Expired, Recalled, or Unsafe Products

Contact us if you receive the wrong product, active ingredient, strength, dosage form, quantity, patient label, or order; an expired or recalled product; broken, leaking, opened, tampered, or compromised packaging; a suspected counterfeit or unauthorized product; or a product that is unsafe, defective, or materially different from what was sold.

Do not use a product with a possible safety or integrity issue unless a qualified professional advises that it is safe. For a medical device, also report a malfunction, inaccurate or unexpected reading, injury, contamination concern, missing instructions, or calibration problem. NowExpress will review the pharmacy, sale, storage, distribution, and traceability work it performed and, where appropriate, arrange quarantine or retrieval, replacement, refund, recall action, manufacturer or authorization-holder investigation, or a report to the Philippine FDA.

When the issue is attributable to NowExpress, the pharmacy, a supplier, a laboratory, or the delivery process, you will not be charged for necessary return or retrieval shipping. An original delivery fee will also be refunded when the whole delivery failed for that covered reason, or proportionately addressed when only part of an order was affected.

5. Unopened Non-Prescription Products and Medical Devices

You may request a voluntary return of an unopened non-prescription product within seven calendar days after delivery if it is unused, complete, in its original sealed and tamper-evident packaging, and in resalable condition, with proof of purchase.

A voluntary return may be refused for an opened or used item; a hygiene-sensitive, single-use, personalized, perishable, or temperature-controlled product; an item damaged after delivery; or an item whose seal, storage history, or completeness cannot reasonably be verified. These exclusions do not apply to a defect, unsafe condition, misdescription, merchant error, or another mandatory remedy.

For a medical device, return eligibility also depends on sterility, intended single use, patient contact, calibration, consumables, and any manufacturer software or product activation, and whether safe resale can be verified. An opened or used device is still covered when it is wrong, defective, unsafe, recalled, materially misdescribed, lacks required instructions, or caused or may have caused an incident covered by law.

For an approved change-of-mind return, you are responsible for the disclosed return-delivery cost. If the reason is our error or a covered nonconformity, NowExpress arranges or pays the reasonable return or retrieval cost.

6. Prescription Medicines

A prescription order may generally be cancelled before the medicine is dispensed or released, subject to any separately disclosed professional service already completed. Contact us immediately because clinical review, prescription issuance, dispensing, packing, and dispatch may happen quickly.

After a prescription medicine has been dispensed or released, it is generally not returnable for change of mind, because it is patient-specific and its complete custody and storage history cannot be independently verified for resale or re-dispensing. Refusing or failing to receive a correctly dispensed medicine may also result in reasonable delivery or retrieval charges.

The restriction above does not apply to a wrong medicine or patient label, dispensing error, defect, expiry, recall, tampering, damage, material misdescription, compromised handling, or another remedy required by law. A pharmacist will assess medicine-integrity and safety concerns.

If a doctor declines to prescribe, changes the requested treatment, or requires in-person care, we will cancel or adjust the unfulfilled medicine portion. A separately disclosed doctor-review or consultation fee is treated according to the telehealth section below and is not automatically refundable merely because no prescription was issued.

7. Cold-Chain Products

A cold-chain order may be cancelled before packing or dispatch, depending on its current status. Once packed and dispatched, it is generally not cancellable or returnable solely because you changed your mind. A returned product cannot normally be re-dispensed because its temperature and custody history can no longer be fully verified.

This restriction does not apply when a cold-chain product was incorrectly dispensed or delivered; is defective, expired, recalled, adulterated, damaged, leaking, frozen when it should not be, or tampered; was improperly packed or handled; experienced a material temperature deviation; or is otherwise covered by law.

Melted cooling material or a parcel that does not feel cold does not by itself prove that the medicine is unusable. Keep the medicine under its labelled storage condition, do not freeze it unless the label requires freezing, do not use it while integrity is uncertain, and retain all packaging. The pharmacist or authorized quality team will assess the product label, manufacturer stability data, packing and dispatch record, travel duration, delay, available temperature information, and evidence you provide.

The active Cold-Chain Product Terms provide additional receipt, storage, failed-delivery, assessment, and recall instructions.

8. Telehealth and Doctor Review

Status Refund or rebooking treatment
You cancel before a clinician starts professional review The unstarted consultation or doctor-review fee is refundable, together with any unfulfilled medicine or service amount.
The clinician or NowExpress cannot provide the booked interaction You may accept a reasonable rebooking or provider reassignment. If that cannot be provided or you reasonably decline a materially different arrangement, the affected fee is refunded.
A technical problem interrupts the interaction We first try to reconnect. If the service cannot be completed, we assess how much professional work was performed and provide an appropriate continuation, rebooking, partial refund, or full refund.
Clinical review is completed but no prescription is issued The professional fee is generally not refundable merely because the clinical outcome was not the one you hoped for. Any unfulfilled medicine amount is cancelled or refunded.
The service was not provided or was materially imperfect You remain entitled to the appropriate re-performance, rebooking, price adjustment, or refund available under this policy and Philippine law.

If you are late, miss an appointment, cannot connect, or need to cancel after professional review begins, contact support promptly. We will consider whether the clinician was available, whether meaningful professional work was completed, whether the problem can be cured by continuing or rebooking, and any circumstance beyond your reasonable control. We do not charge for a service that the responsible provider did not provide.

9. Diagnostic Bookings

The detailed Diagnostics Terms, Booking, Rebooking and Refund Policy applies. Its current main rules are:

  • Full refund for change of mind within 48 hours from purchase or before the scheduled appointment begins, whichever comes first.
  • Up to two customer-initiated rebookings, subject to branch, service, procedure, and schedule availability.
  • Each confirmed rebooking creates a new 60-day validity period from the confirmed appointment date.
  • No refund for customer non-availment after the cancellation window or expiry, subject to circumstances beyond your reasonable control, provider-side failure, and rights under law.
  • Provider-initiated rescheduling, a doctor-initiated change, or a remedy rebooking does not count against your two rebookings.
  • If NowExpress or the laboratory cannot provide the service for a reason not attributable to you, the remedy may include rebooking, an equivalent service, recollection at no additional cost, or refund.

If a specimen is rejected or insufficient for a reason not attributable to you, we arrange an appropriate recollection at no cost. If a required preparation instruction was not followed, the issue is treated as customer-attributable only when the instruction was clearly provided before the appointment.

For a partially used diagnostic package, an eligible refund for an uncompleted component is calculated proportionately from the package price actually paid, not from the higher standalone list price. Diagnostic refund requests are acknowledged within two business days, and approved refunds are targeted for processing within seven business days, excluding your bank or wallet provider's posting time.

10. Weight Care and Future Recurring Plans

Current one-time Weight Care orders do not automatically renew unless checkout clearly identifies a recurring plan and you separately authorize it. Completing an assessment, paying once, or receiving a prescription does not by itself authorize a future charge.

If a paid medicine or future service cannot be supplied because you are clinically ineligible, treatment is paused by the clinician, stock is unavailable, or the program is discontinued, we separate any professional service already completed from the unfulfilled medicine or future service and refund or credit the unfulfilled portion as applicable.

Any future recurring plan must provide an accessible cancellation method, stop charges after cancellation takes effect, disclose the renewal cutoff, and explain charges already processed, allocated or dispensed medicine, failed payment, shortages, clinical pauses, and unused future benefits before enrollment.

11. Delivery Failure, Refusal, and Non-Delivery

If an order is lost, delivered to the wrong address despite correct details, materially damaged in transit, or not delivered, contact us so we can investigate with the courier and provide the appropriate replacement or refund.

If delivery fails because the address or contact information was wrong, the recipient was unavailable or refused a conforming order, access was not provided, or an unsafe unattended-delivery request was made, reasonable redelivery, return, retrieval, or product-loss charges may apply. For prescription or cold-chain products, a pharmacist may need to decide whether the item can be redelivered. These charges do not apply where the failure was not attributable to you or would remove a mandatory remedy.

12. Cancellation of Paid, Perishable, or In-Transit Orders

Once a confirmed order has been paid, contains perishable or temperature-sensitive goods, or is already with a third-party delivery service or in transit, a voluntary cancellation depends on the order status and the conditions allowed by the Internet Transactions Act. This may include authorization to keep or credit a paid amount despite cancellation, reimbursement of an incurred delivery cost, a clearly disclosed and lawful cancellation fee, or another agreement between the parties.

This section does not limit cancellation or refund for a defect, unsafe product, nonconformity, non-delivery, provider failure, merchant breach, or another legally protected reason.

13. Duplicate Payments, Price Corrections, and Partial Refunds

A confirmed duplicate payment, overpayment, or charge for a cancelled or unavailable item will be corrected and the excess refunded. If a Senior Citizen or PWD benefit was not correctly applied, we review the eligible component, VAT treatment, supporting documents, and amount actually paid and make the required correction.

For a partially fulfilled bundle, package, or order, we calculate the refundable amount from the price allocation and discount actually paid. We will explain the calculation. A refund does not give you more than the amount paid for the affected component, except where law separately provides damages or another remedy.

14. Refund Method and Timing

Approved refunds are normally initiated to the original payment method. General product and order refunds are targeted for processing within seven to fourteen business days after approval. Approved diagnostic refunds are targeted within seven business days. Your bank, card issuer, payment gateway, or e-wallet may need additional time to post the funds.

If the original method cannot receive the refund, we will contact you through verified details to arrange a lawful alternative. We will not ask for a one-time password or full card password. Store credit may be offered, but it will not replace an original-payment refund required by law unless you freely choose the credit.

We do not deduct payment-gateway or transaction charges from a refund owed because of a covered cancellation, provider-side failure, defect, or nonconformity, unless a deduction is lawful, was clearly disclosed, and is appropriate to the actual reason.

15. Decisions and Review

We will tell you the decision, reason, approved remedy, amount and calculation where applicable, return or retrieval instructions, and expected next step. If we decline all or part of a request, you may reply with additional information and ask for supervisory review.

A safety investigation, recall, laboratory quality review, or adverse-event report may continue even after a commercial refund is issued. A refund does not prevent you from exercising privacy, professional, regulatory, or consumer rights, and it does not require you to waive a claim unless you knowingly enter a lawful and specific settlement.

16. External Complaints

If an online consumer complaint remains unresolved seven calendar days after filing, the internal redress process is deemed exhausted under the Internet Transactions Act framework. Depending on the issue, you may contact the Department of Trade and Industry, Philippine FDA, Department of Health, National Privacy Commission, Professional Regulation Commission, a court, or another authority with jurisdiction.

Nothing in this policy requires you to contact NowExpress before reporting an emergency, suspected criminal conduct, serious safety issue, privacy breach, or matter that may be filed directly with an authority.

17. Contact

18. Your Rights Under Philippine Law

This policy is intended to work with the following Philippine laws, rules, and official guidance, as amended or replaced from time to time:

Nothing in this policy takes away a right or remedy that Philippine law gives you. If any part conflicts with a mandatory legal requirement, the legal requirement controls.