FAQs

Upload Your Prescription

How do I upload my prescription online?

Firstly take a picture of your prescription. Ensure that it is a good quality picture and you can see all of the information. Fill in this form and attach the picture. Once this is complete you will be able to submit your prescription.

Can I place an order over the phone?

Yes, you can. Please place the order by phone and our staff will call you when the order is ready.

Can some items be removed or cancelled from my prescription?

If you have some products that you do not want to order please place your order by phone.

Can I cancel my order once it is confirmed?

Yes you can, please contact our Customer Services team who will be happy to assist you. Orders not collected after 48 hrs are automatically cancelled.

How will I know the upload has been successful?

You will see a confirmation message after you have successfuly uploaded your prescription and our pharmacist will call you once it is ready.

Can I choose which pharmacy to collect my prescription from?

Yes you can choose on the form which of our 7 pharmacies you would like to collect from. We currently offer this service at MedActiv Chaussée, MedActiv Galien, MedActiv Trianon, MedActiv Ebene, MedActiv Rose-Belle, MedActiv Cascavelle and MedActiv Cassis. Please see our Pharmacy Locator to find your closest pharmacy.

Why do you need my details when I upload the prescription?

We need your details so that we can contact you when your prescription is ready to collect or in case we have any queries. Please ready our privacy policy for details.

Are my personal details secure?

Yes your information is completely secure and will not be shared outside of MedActiv. Please see our privacy policy for details.

Are there any additional charges for collecting my prescription?

No we do not charge any extra for using the 'Upload Your Prescription' service.

Can I collect my prescription on the same day?

You can collect your prescription within 2 hours if it is submitted between 10:00am and 15:00 on weekdays. For uploads after 3pm on weekdays, collection will be available from 10am the next working day. For prescriptions uploaded outside of opening hours, you can collect as from 10am on the following working day. In any case, a representative of Medactiv will revert back to inform you that the prescription is ready for collection. Please see our Pharmacy Locator for opening hours.

Can I upload a prescription on someone else's behalf?

Yes you can, with their permission.

Can someone else collect my prescription?

Yes you can get someone to collect on your behalf. We need your written authorisation along with proof of identity.

Can I pay online?

Not at the moment, please pay at your chosen pharmacy at the time of collection.

Click & Collect

Which pharmacies can I collect my prescription from?

We currently offer the collection service at MedActiv Chaussée, MedActiv Galien, MedActiv Trianon, MedActiv Ebene, MedActiv Rose-Belle, MedActiv Cascavelle and MedActiv Cassis. Please see our Pharmacy Locator to find your closest pharmacy.

What ID or documents will I need to collect my Prescription?

Please bring your NID or Passport with you when you come to collect your order.

How will I know that my prescription is ready to collect?

You will receive a call from the pharmacist at your selected pharmacy to let you know that you can come and collect your prescription. If you are not available to answer the call, we will send you an email.

What will you do if any products on my prescription are not available?

The pharmacist will call you to discuss the options in this situation and can discuss with your doctor to find an alternative medicine if necessary.

What happens if I don't collect my order?

We will cancel your order if it has not been collected within 48 hours of you uploading your prescription.

Pharmacies and Service

Will you deliver to my home?

At the moment we only offer a collection service.

What do I do if I want to enquire about services received in my local store?

Please contact our Customer Services team who will be happy to answer your query.

What do I do if I want to make a complaint?

Please contact our Customer Services team who will be happy to assist you.

What is the Return & Refund Policy for MedActiv?

Unfortunately due to nature of our products we are unable to offer returns or refunds, please contact our Customer Services team for further assistance.

General FAQ's

Where can I find a doctor?

Please see the medical council website.

How do I safely dispose of my expired medicines?

Please contact your local pharmacy who will be happy to assist you.

How should I store my medicines?

Please contact your local pharmacy who will be happy to assist you.

What should I do if I have had an adverse reaction to my medication?

Please contact your local pharmacy who will be happy to assist you.