Terms & Conditions

Introduction

The MyPharmacy.co.uk website is owned and operated by Innox Trading Limited, a company registered in the England and Wales with company number 7262043 with our registered office and main trading address at: 1 Penketh Place, Skelmersdale, Lancashire, WN8 9QX. These Terms of Sale (“Terms”) govern your purchase of medication and other products (collectively, “Products”) from Chemist4u. You agree to be bound by these Terms of Sale when you purchase products or services from us. If you do not agree to be bound by these Terms of Sale, do not purchase products or services from us.

If you need any help or have any questions regarding our products and services contact us. We reserve the right to update, change or replace any part of these Terms of Sale from time to time at our discretion. If we do so, the updated version will be effective as soon as it is accessible on our website. Please review these Terms of Sale before each order you place so that you are aware of any changes to them. Your continued use of Chemist4u’s products and services following the posting of any changes constitutes acceptance of those changes.

Other applicable terms

You should be familiar with the following additional terms that apply to your use of our services:
Terms and Conditions: These govern your general use of our website and can be found Terms and Conditions.
Privacy Policy: This outlines how we handle your personal data and can be found Privacy Policy.

Compliance, Prescribing & Consultation

All consultations and prescribing is carried out by GPhC registered medical practitioners. Innox Trading is registered with the General Pharmaceutical Council (GPhC). Our GPhC reference number is 9011784.

ID verification

We require identification verification for all accounts, this is to ensure we are fully compliant with the GPhC. If your identity has not been confirmed by issuer of the prescription we will seek to confirm your identity.
Our verification partners are: LexisNexis –please view their privacy policy here.
Our verification partners will match your data to a database of public resources to determine whether the information you have provided us is indeed correct. The data we pass on to our verification partners are the following:
• First name and last name.
• Date of birth.
• Address.
• NHS Number
If we are unable to verify your identity in this way, you will receive an email asking you to provide us with a copy of your passport, driver’s licence, birth certificate or residence permit. These are all securely stored with Chemist4u and are required in order to process your order if the verification carried out by our verification partners fails.

Online Consultations

Some of our products and services require you to complete an online consultation (this includes a short questionnaire about your health and wellbeing that you take before receiving treatment). You must complete the online consultation truthfully and to the best of your knowledge. The online consultation should be completed by you, for you. It is very important that if you are unsure of an answer, you check it with your regular healthcare provider, eg GP. We and our partners, including our prescribers, will rely on your responses for the purposes of medical assessment and to determine if the treatment is suitable for you. If you don’t understand something in the questionnaire, please contact us and we’ll give you any information you need. You should always tell your GP about any treatment and medication we supply. We will give you the option of passing on your information to your GP during the online consultation process.

Our medication

Some of our services may result in the provision of a prescription for a range of prescription and over-the-counter medications. All medications are dispensed under the supervision of a registered pharmacist and sourced from reputable suppliers. You should inform your GP about any medication we or our partner pharmacy supply.
Registration
By receiving a prescription from MyPharmacy you are creating an electronic patient record within Chemist4u which will contain the following information:
• A record of these Terms of Sale and the Privacy Policy which you accepted.
• Your personal details.
• Your treatments,
• Your prescriptions
You acknowledge and agree that we may archive your electronic patient records including your personal information and treatments for a minimum of 8 years following your last order or prescription. If there are any changes in your medical condition (new diagnosis, new medication, etc.) you are required to contact us to let us know. Any updates in your medical situation could affect your suitability for treatment.

Consultation Service

At the end of the online consultation, you may be given the option to show a preference for a treatment option. Our clinical team and licensed prescribers need to know about your condition, any medication you may currently be using, potential allergies, and anything else that can help them assess whether the treatment you’ve selected is the right one for you. A member of our clinical team will review your responses and assess your suitability for treatment. We may contact you via email for additional information if necessary. If you fail to respond to a request for more information, we may reject your request for a treatment. You must be at least 18 years of age to utilise the Chemist4u service, and you must be a resident in the United Kingdom. We only deliver products only to addresses in the United Kingdom. If we decide that your selected treatment is not suitable for you, we will reject your prescription, and you will be notified via email. You will also be informed of the reasons for this rejection. Please note, if your request for treatment is rejected, you will not be charged. Please note that professional codes of conduct and legal restrictions may limit the quantity and frequency of any product we are permitted to supply to you. Please note that for safety reasons, we do not accept returns of prescription medicines.
In order to cancel your order please email contact us and we will be able to instruct our clinical team to reject your order. You will not be charged.
You may only return prescription medicine to us in the event that we have made a mistake in fulfilling your order or your order is not as described, or is damaged or faulty in some way.

We reserve the right to refuse, pause or cancel fulfilment of your prescriptions if the following occur:

1. You refuse to follow our clinical advice including reading the patient information leaflet prior to commencing any treatment; or
2. We consider your condition too high risk or complex to treat and in which case, we may share this information with your GP or other healthcare provider; and
We consider your condition unsuitable for treatment based on guidelines and standard operating procedures.

Delivery of your products

• Carriers and Services: We deliver orders within the United Kingdom using Royal Mail, DPD, and other trusted third-party carriers, depending on availability, order type, and destination. The specific carrier and service (e.g., Royal Mail Tracked 48, DPD Next Day) will be selected at our discretion unless otherwise specified at checkout. For prescription-only medicines, we may use a carrier service that ensures secure and compliant delivery, such as Royal Mail Signed For or DPD’s tracked options.
• Delivery Charges: Delivery costs are calculated based on the weight, size, and destination of your order, as well as the selected carrier service. These charges will be clearly displayed at checkout before you confirm your purchase. Free delivery is applied to orders meeting a minimum spend threshold, as indicated on our website.
• Delivery Timescales: We aim to dispatch orders in line with the service selected at checkout. These are estimates only and not guaranteed. Delivery may take longer during peak periods (e.g., holidays), due to carrier delays, or in remote areas. We will provide tracking information where available.
• Responsibility and Risk: Risk of loss or damage to goods passes to you upon delivery to the address provided or when collected by you or your authorised representative. If no one is available to accept delivery, the carrier may leave the package in a safe place (at their discretion), return it to a local depot for collection, or attempt redelivery, depending on their policy. You are responsible for following any carrier instructions (e.g., collecting from a depot within the specified timeframe).
• Failed Delivery: If delivery fails due to an incorrect or incomplete address provided by you, or if you fail to collect the package within the carrier’s retention period (typically 7-14 days), the order may be returned to us. We will contact you to arrange redelivery, which may incur additional shipping costs. For prescription-only medicines, we may cancel the order and issue a refund (less original shipping costs) if redelivery is not possible, due to regulatory requirements.
• Lost or Delayed Deliveries: If your order is not delivered within 7 working days of dispatch (or the carrier’s estimated timeframe, whichever is longer), please contact us. We will investigate with the carrier and, if deemed lost, either resend the order at no additional cost or issue a full refund, at our discretion. This does not apply to delays beyond our control (e.g., strikes, severe weather, or public health restrictions).
• Damaged or Incomplete Orders: You must inspect your order upon receipt and notify us within 48 hours of delivery if items are damaged, missing, or incorrect, providing photos where possible. For prescription-only medicines, report issues immediately due to safety concerns. We will arrange a replacement or refund (including return shipping costs) once the issue is verified, subject to carrier and stock availability.
• Restrictions: We reserve the right to refuse delivery to certain addresses (e.g., PO Boxes for prescription items) or cancel orders if shipping is impractical or prohibited by law (e.g., controlled substances to unsupported regions). Delivery is available to UK addresses only unless otherwise agreed.
• Compliance: All deliveries comply with UK regulations, including the Human Medicines Regulations 2012 for prescription-only medicines. We may require proof of identity or signature upon delivery for certain items to ensure safe and legal transfer.
Our liability exemption concerning the delivery of your products.
Please take a moment to read the following points carefully, as they outline the reasons why we cannot be held responsible for any of the following issues that may arise during the delivery process:
• Prescribed Medication: As a prescribed medication, the delivery and handling of your order are subject to strict regulations and guidelines. We comply with all necessary protocols to ensure the safe delivery of your medication.
• Incorrect Information Provided on Consultation: It is the customer’s responsibility to provide accurate and up-to-date information during the consultation process. Any incorrect or incomplete details may lead to delivery delays or misplacements.
• Incorrect Address: We rely on the address information provided by the customer. If the address provided is incorrect or incomplete, we cannot be held liable for any delivery issues that may result.
• Missed Delivery: While we strive to deliver your medication within the designated timeframe, certain factors like unexpected circumstances or unforeseen events may cause a missed delivery.
• Failure to Collect from Postal Office: If a delivery attempt is unsuccessful and the package is held at the postal office for collection, it is the customer’s responsibility to retrieve the package within the stipulated timeframe.
• Customers Must Be Home for Delivery: Depending on the chosen shipping option, if you’re getting the order delivered to your home address, you must be present for delivery.
• Royal Mail Safeplace or Neighbor Delivery:Royal Mail may, at their discretion, leave the package in a safeplace or deliver it to a neighbor if the recipient is not available at the delivery address.
• Safeplace Security and Royal Mail’s Discretion: The safety and suitability of a safeplace for package delivery are determined solely by Royal Mail, and we cannot be held liable for any issues arising from this practice.
• Royal Mail Investigation: In the rare event of any issues with the delivery of your prescribed medication, we are committed to resolving the matter promptly. If you encounter any problems with the delivery or suspect a delivery issue, you must notify us within 10 days from the date of the dispatch email. We will initiate a Royal Mail investigation on your behalf to track the package and determine the cause of the delay or any potential issues. It is crucial to adhere to this 10-day window, as Royal Mail’s investigation process is time-sensitive, and they require prompt notification to conduct a thorough examination.

Returns, cancellations, refunds

You can cancel your order up until the point it has been transferred to the pharmacy warehouse operations for despatch. For reasons of health, hygiene safety, copyright and legality we do not accept returns of medical products, including prescription or non-prescription medicine. If you have unwanted medicine please take it to a local pharmacy for safe disposal. As this is the case we are unable to offer refunds for returned prescription treatments unless it is damaged, defective, or if the wrong product has been sent to you. On some occasions we may require evidence such as a photo of damaged, defective, or wrongly received treatment. We are unable to reimburse the cost of return delivery. If the product, including medical products, is damaged or defective, or the wrong treatment has been sent please let us know and we will either replace the product, or refund you the amount paid by you for the product in question. You must return the product to us in accordance with our reasonable request as soon as possible after informing us that the product is damaged or defective. We are happy to accept requests for refunds for any products that are damaged, defective or have been issued in error, for up to 2 months after you received your item. If you are entitled to a refund, the price paid for the product will be refunded to you by the same method that you used to pay. Refunds will be made once the matter is settled between our customer care team and yourself. You should expect your refund to reach your bank within 4-5 working days of it being issued.

Use of the products

You are responsible for checking that the medicine is the correct medicine and that such medicine is not damaged in any way. Do not consume any medicine which is not the medicine prescribed by your health care provider or which is damaged on arrival. Instead you should contact us and we shall resupply or refund you as set out above. All product information is for educational purposes and we make no assurances or guarantees as to its completeness, accuracy, or whether it is up to date. Always read all product packaging and labels carefully before use. If you purchase medicine in advance, please always check the date on the box to make sure it’s not out of date. Please make sure that only you have access to your medicines. In the event of a medical emergency, call a doctor or emergency services immediately. All unused medication should be returned to your local pharmacy for safe disposal.

Cancellation by us

We may cancel your order if:
• We have insufficient stock to deliver the products you have ordered.
• We do not deliver to your delivery address.
• We cannot obtain authorisation for your payment.
• We cannot verify your identity.
• We cannot verify that you are aged 18 or over.
If we do cancel your order we will notify you by email and will refund you all sums paid within 30 days. We will not be obliged to offer any additional compensation for any disappointment suffered.
Our responsibility to you
We are responsible for ensuring the Products and Services we supply are of good quality and meet the information provided on our website. Our liability to you is limited to the cost of the Products and Services you have purchased. We are not liable for any indirect or consequential losses arising from your use of the Products or Services. All of the content on Chemist4u is to be considered general information and not intended to amount to medical advice. If you are seeking medical advice, you should contact a doctor or clinician and refrain from taking any action regarding your health based on the content of Chemist4u. If you have any questions, please contact us and we will arrange for you to have a consultation with a clinician. We cannot accept liability for any damages which result from:
• Your failure to provide (and continuously maintain) complete, truthful, and accurate information in your patient record, as well as in any online consultation you take with us and in any other information you give us.
• Your failure to follow advice given by Chemist4u, or to pass on relevant information to your regular healthcare provider.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors, and for fraud or fraudulent misrepresentation.
You agree that our service does not replace your general healthcare provider.
Making a complaint
Please see our Make a Complaint page.

SMS Communications

By providing your mobile number, you consent to receive SMS messages from us relating to your orders, prescriptions, delivery updates, and important service information. We may also send you occasional promotional messages where you have opted in to receive marketing communications. Standard network rates may apply. You can opt out of receiving marketing SMS at any time by following the instructions in the message or by contacting our customer support team. Please note that service-related SMS (such as order confirmations, prescription reminders, or delivery notifications) are an essential part of our service and cannot be opted out of.

General

If any provision of these Terms of Sale is held by a court of competent jurisdiction to be invalid or unenforceable, then such provision shall be construed, as nearly as possible, to reflect the intentions of the parties and all other provisions shall remain in full force and effect. Our failure to exercise or enforce any right or provision of these Terms of Sale shall not constitute a waiver of such right or provision. These Terms of Sale, the subject matter and formation, are governed by the law of England and Wales You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

Updated: 03 September 2025