Terms & Conditions

1. Who we are

2. Eligibility

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• You must be 18 or over and resident in the United Kingdom
• One account per person; the details you give must be your own
• We may decline to supply where it would not be clinically appropriate

3. The consultation and prescribing decision

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• A prescriber consultation is required before any prescription-only medicine is supplied
• The prescriber may decline; declining is a clinical decision, not a service failure
• Information you give must be complete and accurate

4. Payment

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• Your card is authorised at checkout and only charged if your prescriber approves
• Declined orders are never charged and the authorisation is released
• Prices include VAT where applicable

5. Delivery

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• Cold-chain commitment for refrigerated medicines: validated insulated packaging, transit-time limit, and what we do if that limit is exceeded
• Dispatch cut-off times, and which days we dispatch
• Failed-delivery procedure: attempts, safe place / neighbour rules, and how we handle a returned parcel
• Refrigerated medicines returned to us are not re-supplied
• Refund if your order is declined after payment authorisation
• Who to contact if a parcel is late, damaged, or arrives warm

6. Cancellation and returns

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• Cancelling before dispensing
• Medicines cannot be returned for re-sale once dispatched, for patient-safety reasons
• Your statutory rights where an item is faulty or wrongly supplied

7. Your account

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• Keeping your login secure
• Suspension or closure of an account

8. Complaints

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9. Liability

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10. Governing law

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11. Changes to these terms

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