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Terms & Conditions

This page (together with the documents referred to on it) tells you the terms of use on which you may make use of our website www.mypharmacy.co.uk (our website), whether as a guest or a registered user. Please read these terms of use carefully before you start to use the site. By using our site, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using our site. All consultation and treatment are subject to these website Terms and Conditions.

You should download a copy of these terms and conditions for future reference.

In these terms and conditions “we” “us” and “our” refers to My Pharmacy.

1. Information about us

1.1 My Pharmacy is the trading name of My Pharmacy (UK) Ltd, a company incorporated in England and Wales under company number 07243870.

1.2 The medicine is dispensed and posted from My Pharmacy (UK) Ltd by recorded delivery. My Pharmacy (UK) Ltd is registered with the General Pharmaceutical Council (GPhC) with number 9011853. You can contact us using the following email address info@mypharmacy.co.uk. or by telephone using the following number 01254 882800.

2. Our Services and how you should use our Services

2.1 We provide medical consultations based on online questionnaires you complete, telephone conversations, secure messaging and photo assessments. If we determine based on our medical assessment that you are suitable for treatment we will issue a private prescription, which will be dispensed and posted by our registered pharmacy. We provide follow-up medical advice to address any side effects and other issues arising from treatment. Where you agree, we keep your GP informed. Together our “Services”.

2.2 Our website is only intended for use by people resident in the European Union. We do not accept orders from individuals outside the European Union.

2.3 By placing an order through our website, you confirm that:

  • you are legally capable of entering into binding contracts; and
  • you are at least 18 years old;
  • you are resident in the UK or European Union; and
  • you are accessing our website from the UK or European Union.
  • you are accessing our website from the UK or European Union.
  • you agree to provide further information* to confirm your identity if required in the form of  any government issued ID and/or utility bill, bank statement or NHS number.
  • You consent to your medical records being checked if absolutely needed to verify your previous prescription for the the selected product.

2.4 You must use our website and Services with care and in compliance with the below:

The provision of Services to you is conditional on you completing all consultation questionnaires contained on our website accurately, truthfully and honestly. You must reveal and disclose all relevant information.

We are not liable for any damages which results from a failure by you to follow advice given on the website or from your failure to pass on information given on the website to your regular healthcare provider. You accept that the advice given on the website does not replace the advice or care given by your regular healthcare provider. You must tell your regular healthcare provider about any and all treatment and medication we supply.

All the information contained on our website is in English. You are solely responsible for ensuring that you understand the questions in the questionnaires you complete on our website. You must speak to us and/or your regular health care provider if you do not understand a question or are unsure how you should answer certain questions or you do not fully understand the advice or information given to you on our website.

If medicine is prescribed and dispensed to you, you are responsible for checking that the medicine is the correct medicine prescribed by us on our site and that such medicine is not damaged in any way. If in doubt, you must contact us to seek advice and/or replacement as required.

You must carefully read all product packaging and labels prior to use.

3. Pricing and payment

3.1 We are required by law to inform patients of the costs of treatments before consultations. We will ensure that our prices for consultations, diagnosis and medical prescriptions are clearly set out on our website. Postage charges are shown before ordering. There are no hidden charges.

3.2 It is possible that, despite our best efforts, some of the Services listed on our website may be incorrectly priced. We are under no obligation to provide the Services to you at the incorrect (lower) price if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as an error.

3.3 You are responsible for providing valid credit or debit card details which may be charged if you are not exempt from payment. We reserve the right not to deliver medicines to you if your payment details have expired or are invalid in any way. If this happens we will attempt to contact you to enable you to provide updated information.

4. Delivery, Shipping and Return Policy

4.1 We cannot allow medicines to be returned once they have left the pharmacy for reasons of health and safety. We are not able to use returned medicines, so we are not able to process any refund on medication. If you have unwanted medicine, please contact us so that we can arrange for you to safely send the medication back to us for disposal.

Please note we will start to process your order on receipt. You agree that once we have begun the service at your request and that you will have no rights to cancel the order under the Consumer Protection (Distance Selling) Regulations 2000 or otherwise. Products of a cosmetic or personal nature cannot be returned due to hygiene reasons. Medicinal products cannot be returned due to the legislation governing the sale and supply of medicines in the UK.

You may only cancel prior to the order being processed and you should email the Customer Services team promptly by emailing info@mypharmacy.co.uk with the subject title “CANCEL” and your order number. Unfortunately, the postage cost and tracking of eligible returned items are the responsibility of the customer. Returned item(s) (where eligible) must be undamaged, unopened and in their original packaging; My Pharmacy reserves the right to decline a refund in such instances.  In the unlikely event that any products are faulty, defective, wrongly delivered or misdescribed, any discrepancies must be reported immediately on receipt of the product.

All orders are sent via tracked courier and may require a signature. The tracking information is provided to the customer and can be tracked at any time to ensure someone is there to receive the parcel. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, they may be left with a neighbour and, if that’s not possible, the courier should leave you a note informing you of how to rearrange delivery or collect your order from a local depot.

It is your responsibility to arrange re-delivery. If you do not collect the products from the courier or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot, then your parcel will be returned to us. Medicinal products cannot be returned due to the legislation governing the sale and supply of medicines in the UK and will be destroyed after 14 days and you will not be eligible for a refund. Delivery can be rearranged but will incur additional delivery charges and is the responsibility of the customer.

If you wish to ship to an alternative address, additional ID may be requested. If there has been a genuine error e.g missing address information this can be amended by emailing info@mypharmacy immediately and prior to dispatch.  Any incorrect or incomplete information provided is the responsibility of the customer and  may result in the order not being delivered or returned to the pharmacy. Medicinal products cannot be returned due to the legislation governing the sale and supply of medicines in the UK and will be destroyed after 14 days and you will not be eligible for a refund. Delivery can be rearranged but will incur additional delivery charges and is the responsibility of the customer.



4.2 Please note that we use external couriers to deliver your order and as such cannot be held liable for any delay in delivery or damage to any items delivered unless the damage was caused solely by us prior to dispatch. Our current shipping and delivery partners are Royal Mail and DPD and you can access their terms and conditions by clicking here https://www.dpd.co.uk/terms-and-conditions.jsp or here https://www.royalmail.com/terms-and-conditions. By placing your order you are deemed to have accepted any of the carrier’s applicable terms and conditions. Our current delivery options can be found here. The descriptions of the various delivery options are provided by our delivery and shipping partners and not us.

4.3 Please note we can only ship the order once it has been approved by our prescribers and we have the all necessary information from the patient. The delivery date is an estimation and as this is an online service there is no 100% guarantee that the item will be delivered at the specified time as per the carriers terms and conditions. By placing your order you are deemed to have accepted any risks associated with delays in delivery.

5. Accessing our website

5.1 Access to our website is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our site without notice (see below). We will not be liable if for any reason our website is unavailable at any time or for any period.

5.2 From time to time, we may restrict access to some parts of our website, or our entire website, to users who have registered with us.

5.3 If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential, and you must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms of use.

5.4 You are also responsible for ensuring that all persons who access our website through your internet connection are aware of these terms, and that they comply with them.

6. Our website changes regularly

6.1 We aim to update our website regularly, and may change the content at any time. If the need arises, we may suspend access to our site, or close it indefinitely.

6.2 Any of the material on our website may be out of date at any given time, and we are under no obligation to update such material although we endeavour to update materials regularly.

7. Intellectual property rights

7.1 We are the owner or the licensee of all intellectual property rights in our website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

7.2 You may print off one copy, and may download extracts, of any page(s) from our website for your personal reference and you may draw the attention of others within your organisation to material posted on our site.

7.3 You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

7.4 Our status (and that of any identified contributors) as the authors of material on our site must always be acknowledged.

7.5 You must not use any part of the materials on our website for commercial purposes without obtaining a licence to do so from us or our licensors.

7.6 If you print off, copy or download any part of our website in breach of these terms of use, your right to use our website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

8. Our liability

8.1 The material displayed on our website is provided without any guarantees, conditions or warranties as to its accuracy.

8.2 Subject to clause 8.4, if in delivering our Services to you we fail to comply with these terms of use, we shall only be liable to you for the purchase price of the Services.

8.3 Subject to clause 8.4 below, to the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude:

All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.

Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our website or in connection with the use, inability to use, or results of the use of our website and Services, any websites linked to it and any materials posted on it, including, without limitation any liability for:

  • loss of income or revenue;
  • loss of business;
  • loss of profits or contracts;
  • loss of anticipated savings;
  • loss of data;
  • loss of goodwill;
  • wasted management or office time; and
    for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable, provided that this condition shall not prevent claims for loss of or damage to your tangible property or any other claims for direct financial loss that are not excluded by any of the categories set out above.

8.4 Nothing in these terms of use limit our liability for:

death or personal injury arising from our negligence; fraudulent misrepresentation or misrepresentation as to a fundamental matter; or any other liability which cannot be excluded or limited under applicable law.

9. Registration

9.1 In order to use the service, you will be required to register with us and to create a personal secure online patient record. We reserve the right to suspend or terminate access at any time if we believe that your continued use of our services will prejudice others or us. By registering to use the service, you:

  • a. confirm that the information you provide is accurate and complete; and
  • b. agree to keep your username and password confidential and to take reasonable steps to protect and not to share the login details for your online patient record with anyone;
  • c. must not create more than one account with us; and
  • d. confirm that you are aged 18 or over.

10. Written Communication
Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

11. Viruses, hacking and other offences

11.1 You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful.

11.2 You must not attempt to gain unauthorised access to our site, the server on which our website is stored or any server, computer or database connected to our site.

11.3 By breaching this clause 11, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our website will cease immediately.

11.4 We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any material posted on it, or on any website linked to it.

12. Linking to our website

12.1 You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it in any way whatsoever, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

12.2 You must not establish a link from any website that is not owned by you.

12.3 Our website must not be framed on any other website, nor may you create a link to any part of our website other than the home page. We reserve the right to withdraw linking permission without notice.

12.4 If you wish to make any use of material on our website other than that set out above, please address your request to info@mypharmacy.co.uk.

13. Links from our website

Where our website contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those websites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.

14. Jurisdiction and applicable law

14.1 The English courts will have exclusive jurisdiction over any claim arising from, or related to, a visit to our website although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.

14.2 These terms of use and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

15. Information about you and your visits to our website

15.1 We process information about you in accordance with our privacy policy.

15.2 By using our website, you consent to such processing and you warrant that all data provided by you is accurate.

15.3 We use identity verification services in order to check your details this does not affect your credit rating. Details are checked against multiple sources, including the electoral roll and credit reference agencies. By agreeing to these Terms, you are giving us permission to make these checks. If we cannot verify your identity using these checks, we will contact you requesting further evidence of your identity.

16. Entire Agreement

These terms of use and any document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the use of our website and the Services made available on it.

17. Variations

We may revise these terms of use at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we made, as they are binding on you. Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our website.

18. Complaints

If you have a complaint about our Service or material on this website then please contact us in the first place so that we can attempt to deal with your concerns informally. If you are not satisfied with our respond or wish to make a formal complaint then we have a written complaints policy and procedures which is available on request. We aim to acknowledge all formal written complaints within two working days of receiving them and to respond to all formal written complaints within five working days of receiving them. To lodge a formal complaint, please send an email to info@mypharmacy.co.uk. If you are unhappy with our formal response then you may contact General Pharmaceutical Council.

19. Generic Medication or products

The generic products supplied may vary from the picture and pictures are for illustration only. If you require a particlar brand of generic medication please email the pharmacy on info@mypharmacy.co.uk.

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