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These Terms & Conditions apply to your use of the www.pharmacy2u.co.uk website and every order placed with Pharmacy2U. We understand that legal documents such as these can be difficult to understand. For that reason, we have worked with the Plain English Campaign to ensure they are easy to understand. 

Introduction 

We are Pharmacy2U, a limited company registered in England - company number 03802593. We are the largest online pharmacy in the UK and are registered with the General Pharmaceutical Council - registration number: 9010146. 

We may change these Terms & Conditions from time to time. 

Registration, accepting these Terms, and our contract with you 

The contents of this web site are directed solely at those who access the site from the UK. Your use of this website and any purchase by you on this website of any products is governed by English Law and will be deemed to have taken place in England and subject to the exclusive jurisdiction of the English courts. Risk and title in the products will pass to you when they are dispatched by us to you, from the UK, and you acknowledge and agree to be responsible for complying with any restrictions around the receipt and use by you of the products. While we always aim to accommodate your wishes for the most convenient delivery of your medication, Pharmacy2U reserves the right to restrict delivery of your orders of prescribed medication to the address on the prescription or the address registered at your GP surgery issuing the prescription. 

To register with and use this site you must be over 18 and the details which you give us must be true. You will be responsible for your use of this site and for your orders so please ensure that you keep your log-in details secure so that no-one else can misuse them. Pharmacy2U has taken care in the preparation of the content of this web site. To the fullest extent permitted by the law, Pharmacy2U disclaims all warranties of any kind with respect to the content of this web site. 

Pharmacy2U and its directors or related companies shall not be liable for any losses or claims arising directly or indirectly from use of this web site except that this exclusion of liability does not apply to any damages in connection with death or personal injury caused by the negligence of Pharmacy2U, its directors or employees. All content of this web site is for information purposes only and is not a substitute for professional medical advice, rather it is designed to support, not replace, the relationship between you and your healthcare providers. You should make sure that you carefully read all product packaging and labels prior to use. 

If you have, or suspect you may have a health problem you should consult your doctor. Please consult your doctor before taking any new product, particularly if you are already under medical care. Any links on this web site to other web sites are provided for your interest only and Pharmacy2U has no control over these sites and so no responsibility or liability for their content and the links do not imply any endorsement of content. If any of these terms are held to be invalid or unenforceable then the validity and enforceability of the remaining provisions shall not be affected. Once an order has been placed, the transaction is processed manually at the premises. 

Orders and payment 

Once an order has been placed, the transaction is processed manually at the premises of Pharmacy2U by our registered pharmacists who are members of the General Pharmaceutical Council. This website should be regarded as an invitation to treat. Any order placed by a customer is an offer to purchase, which Pharmacy2U may accept or decline in its absolute discretion without having to give a reason. A confirmation email is notification that we have received your offer on our website. A contract is deemed to be made at the point of a sale invoice being issued by Pharmacy2U following checking of orders by a pharmacist. We only deliver prescription medication within the UK. 

Payment will usually be taken by Pharmacy2U at the time that goods are dispatched (except for payments using PayPal which are debited to the customer account at the time of placing the order). Where a customer payment is subsequently rejected or returned for any reason, the customer will be responsible for providing prompt alternative means of payment. In the event of default, reasonable collection charges and/or solicitors' fees will be added to the customer's account. EU residents pay the VAT inclusive price. Non-EU/exempt residents pay the exclusive price. All NHS Prescription Services provided by Pharmacy2U are provided on a "best endeavours" basis. Requests made electronically from this website will be forwarded to your doctor as soon as possible. By placing your request, you are instructing Pharmacy2U to request and collect your prescription from your GP. In order to ensure safe receipt of any electronic prescription issued in relation to your request, we may re-confirm your pharmacy nomination before this is forwarded to your doctor. Due to the range of third-party networks and innovative technology used for this transmission, we are unable to guarantee a time of arrival of the request at your GP surgery or absolutely guarantee that it will arrive at all. You are responsible for determining and checking if this request has been received. 

Pharmacy2U will endeavour to ensure that all Prescription Only Medicines (POM) prices are correct on the website. In some cases, the prices may vary due to manufacturer price increase, product availability and/or special-order requirement. In such cases Pharmacy2U will contact you on receipt of the prescription to inform you of any price difference. We are legally only able to dispense medicines for you when we have received either an electronic prescription which has been digitally signed by a prescribing doctor or alternatively a conventional paper prescription signed in writing by a prescribing doctor. Prescriptions are issued entirely at the discretion of the prescriber. 

Free NHS prescriptions

In some situations, patients are automatically entitled to free NHS prescriptions. You can check whether you’re entitled to receive free prescriptions here. 

What information do we need?

When registering as a Pharmacy2U patient, we’ll ask whether you pay for your NHS prescriptions. If you’re entitled to free NHS prescriptions, we’ll ask the reason and if applicable when it’s due to expire. We’ll then remind you when your exemption is due to expire. 

Pharmacy2U uses the NHS’s Real Time Exemption Checking (RTEC) system to confirm your exemption status. If it cannot confirm your exemption, we’ll use the information provided on your account. 

We don’t ask for physical proof of your entitlement but it’s your responsibility to make sure the information we hold is accurate and up to date. You can do this through your online account or by contacting our Customer Care team. Read how to update us here. 

The NHS carry out checks on the exemption status of patients. Anyone found to be claiming free prescriptions falsely, could be liable for a penalty fine. By supplying accurate information, you also ensure we don’t charge you incorrectly. 

What happens when my exemption from paying NHS prescription charges expires? 

If your exemption has expired and you have not updated us with new valid details, we may begin taking payment for prescription charges if you’ve given us your payment details. Without payment details it could delay our dispensing process while we make contact with you. 

If you’ve been exempt from paying NHS prescription charges for one of the following reasons, you will need to pay for your prescriptions upon expiry. 

  • You have a maternity exemption certificate 

  • You are a child under 16 years old 

  • You are aged between 16 and 18 and are in full time education 

Any account with an expired exemption that holds valid payment details will be charged for their prescriptions. 

In other instances we’ll continue to honour your entitlement to free prescriptions, unless informed of a change in circumstances. 

Please note, without valid proof of your exemption, the NHS could issue you with a fine for making a false claim. 

You can update your details by logging in to your online account or contacting us. 

NHS prepayment certificates (PPC)

An NHS prepayment certificate (PPC) can help patients who are prescribed multiple regular medicines save money on their prescriptions. You can learn about and purchase PPCs online here. Having a valid PPC means you’ve already paid. Therefore, we won’t charge you for NHS prescriptions during the period covered by the PPC, and your account will be classed as ‘exempt from paying prescription charges’. 

If your circumstances change, it’s still your responsibility to keep us up to date with accurate information. 

Managing other people's medication

In principle, registration for our service must be done personally by the patient, but in certain circumstances registration can be done for or on behalf of someone else. You can register an account and order repeat prescription medicines for others online when you 

  • are the responsible parent or legal guardian for a minor, 

  • have been appointed guardian in a 'guardianship order' or 'hospital section' made under the Mental Health Act, or 

  • have explicitly been authorised to act on behalf of another or have the authority to represent someone else as their proxy and you have first obtained consent from the patient that you act as their proxy to manage their medication and for the pharmacist or pharmacist technician responsible for any order to access their NHS Summary Care Record. 

When you assist someone with the technical aspects of setting up an account and managing prescriptions, you must ensure that the patient understands the steps taken, and terms accepted and give you clear instructions to give consent at the relevant steps of the registration or ordering process. 

Damaged items 

If your prescription medicines appear to be damaged or if the delivery appears to be wrong then please contact 0113 265 0222 or email [email protected]. We will make every effort to replace any damaged products. 

Permission to view your NHS Summary Care Record 

Your Summary Care Record (SCR) contains information from your health record such as your current prescription details, allergies and any bad reactions to medication you have had in the past. It will also include your name, address, date of birth and your unique NHS Number to help identify you correctly. In providing care to you, Pharmacy2U would like to view your Summary Care Record in order to provide the best possible care for you from the most up to date information available. Whenever your record is accessed, the details will be recorded should you wish to question this at any point in the future. You can change this permission at any point just by contacting us. You can opt-out of having an SCR altogether and you should contact your GP practice who will record this, if this is your preference. 

For more information on the Summary Care Record, please visit www.digital.nhs.uk/summary-care-records/patients 

Marketing & promotions 

All offers on this site are subject to availability and whilst stocks last. No more than one discount offer code and/or voucher code may be used for a single order. 

Promotional headlines 

Promotional headlines that mention either ‘1 Hour NHS Prescription Processing’ and/or ‘Free Next Day Delivery’ are subject to the following exclusions where: 

  • an item is out of stock 

  • a prescription requires a dossette box that separates out individual medication by date and time. 

  • medication must be frozen or refrigerated 

  • there are pharmacist queries with the prescription 

  • there is a vulnerable patient check 

Online Doctor service 

The Pharmacy2U Online Doctor service is not an emergency service. It should not be used in urgent or emergency situations. If you believe you are experiencing an emergency, please immediately dial 999. For urgent medical care, contact your GP. 

Pharmacy2U delivers its online doctor service in partnership with trusted third-party providers to ensure high-quality care and service. 

  • HealthHero Solutions Ltd (HealthHero) is responsible for the clinical and prescribing aspects of the service. HealthHero is a company registered in England and Wales (company number 03766413) with its registered office at 10 Upper Berkeley Street, London, W1H 7PE. HealthHero is registered and regulated by the Care Quality Commission (CQC) in England, ensuring that all clinical services meet stringent healthcare standards. For more information on Health Hero’s ‘Good’ CQC rating, see their latest inspection summary 

Prescriptions filled through our service will be dispensed by a pharmacy within the Pharmacy2U Group, which includes both Pharmacy2U Limited and Metabolic Healthcare Limited (MHL). The pharmacy responsible for dispensing and dispatching your medication will be clearly indicated on the dispensing label, ensuring transparency and accountability in the provision of your care. 

  • Metabolic Healthcare Ltd (MHL) is a wholly owned subsidiary of Pharmacy2U Limited, registered in England and Wales (company number 09668487) with its registered address at Lumina Park Approach, Thorpe Park, Leeds, England, LS15 8GB. It is regulated by the General Pharmaceutical Council (GPhC) under registration number 9011437. 

  • Pharmacy2U Limited is a company registered in England and Wales with its registered address at Lumina Park Approach, Thorpe Park, Leeds, England, LS15 8GB. It is regulated by the General Pharmaceutical Council (GPhC) under registration number 9010146. 

Healthcare professionals who are employed or engaged by HealthHero and MHL and who respectively provide the clinical and prescribing Services and pharmaceutical Services to you are registered with the General Medical Council or the General Pharmaceutical Council, as applicable, in the UK. 

Please note that pharmaceutical Services via the Site are provided by two separate legal entities - Pharmacy2U and MHL. When a prescription is dispensed (in its entirety) by Pharmacy2U as the registered pharmacy (with all associated liabilities), Pharmacy2U will be clinically and operationally responsible for the dispensing, supply, and dispatch of such orders. When a prescription is dispensed (in its entirety) by MHL as the registered pharmacy (with all associated liabilities), MHL will be clinically and operationally responsible for the dispensing, supply, and dispatch of such orders. You will be notified of the relevant dispensing pharmacy for your private prescription and its identity will be clearly indicated on the medication label. 

1. DEFINITIONS AND INTERPRETATION 

1.1 “Products” means the medicinal products which are provided via the Site further to the issuing of a private prescription. 

1.2 “Provider” or “Providers” means:  

1.2.1 HealthHero, which engages registered doctors, who provide the medical Services that you obtain via the Site; and  

1.2.2 a registered pharmacy, which is either owned and operated by MHL or Pharmacy2U, each of which provides the pharmaceutical Services from time to time and supplies and dispatches the Products that you obtain via the Site. 

1.3 “Services” means: 

1.3.1 the medical and pharmaceutical (clinical) services, which are provided via the Site; and  

1.3.2 the platform (non-clinical) services, by which you access and use the Site when you obtain such medical and pharmaceutical (clinical) services. 

1.4 “Site” means https://www.pharmacy2u.co.uk/online-doctor. 

1.5 “you” and “your” means you, your dependents if any, and any other person ac-cessing your Pharmacy2U service user account. 

1.6 The words “include,” “includes,” and “including” are deemed to be followed by the words “without limitation”; the word “or” is not exclusive; and the words “herein,” “hereof,” “hereby,” and “hereunder” refer to these Terms as a whole. 

2. ACCESS TO THE SITE  

2.1 Please read these Terms carefully and make sure that you understand them. If you wish to access the Products or Services via the Site, you will be asked to agree to these Terms. If you do not accept these Terms, you will not be allowed to access the Products or Services via the Site. 

2.2 By clicking “accept”, you acknowledge that you have read, understand, and accept all terms and conditions that are contained within these Terms and our Privacy Policy. 

2.3 The Products and Services that are accessible via the Site are intended to be accessed by service users who are domiciled in the UK only. 

2.4 No service users under 18 years old: In order to access the Site, you represent and warrant that you are at least 18 years old and that you have the capacity to enter into a binding agreement which creates legal obligations in accordance with the laws of England and Wales. If you are under the age of 18, please do not attempt to register with the Site or provide any personal information about yourself to us. 

3. SCOPE OF SERVICE AND THE ROLE OF THE PROVIDERS 

3.1 This clause 3 outlines the terms under which the online doctor Services are offered, specifying the roles and responsibilities of the Providers.  

3.2 These Terms must be read in conjunction with the HealthHero Terms and Conditions  and MHL’s terms and conditions, which provide, respectively, additional information on the scope of medical Services and the pharmaceutical Services and how they are provided. 

3.3 Pharmacy2U owns, operates and manages the Site, provides access to the medical Services, facilitates the management of patient records and prescriptions and from time to time provides pharmaceutical Services. 

3.4 HealthHero provides medical Services on an arms-length basis pursuant to a contract with Pharmacy2U, and employs or engages qualified doctors and pharmacist independent prescribers, who are registered with either the General Medical Council or the General Pharmaceutical Council, as applicable, in the UK. 

3.5 MHL provides pharmaceutical Services on an arms-length basis pursuant to a contract with Pharmacy2U. As a registered pharmacy, when it is the Provider of the pharmaceutical Services to you, MHL will be responsible for dispensing, supplying, and dispatching the Products, and all associated liabilities. 

4. NOT AN EMERGENCY SERVICE 

IMPORTANT - The Pharmacy2U online doctor service is not an emergency service. It should not be used in urgent or emergency situations. If you believe you are experiencing an emergency, please immediately dial 999. For urgent medical care, contact your GP. 

5. RESPONSIBILITIES 

5.1 By using this Service, you agree to provide true, accurate, and complete information about yourself and to keep your account details confidential. 

5.2 All medical Services which are made available via the Site are provided by HealthHero, which is solely responsible for all clinical assessments, decisions, and outcomes. HealthHero employs or engages qualified clinicians who are registered and regulated under UK healthcare laws and operate in line with the guidelines of the General Medical Council and the General Pharmaceutical Council and is subject to oversight by the Care Quality Commission. 

5.3 When MHL is the Provider of the pharmaceutical Services, it shall be responsible for the dispensing, supply, and dispatch of private prescriptions or Products which are issued via the Site. MHL employs or engages qualified pharmacists who are registered with the General Pharmaceutical Council and are regulated under UK healthcare laws. 

6. LIMITATION OF LIABILITY 

IMPORTANT - YOUR ATTENTION IS DRAWN PARTICULARLY TO THIS CLAUSE AND THE LIMITS OF OUR LIABILITY WITHIN IT. 

6.1 Except as provided by law and except where it is acting in the capacity as a Provider of pharmaceutical Services, Pharmacy2U does not accept any liability for the consequences arising from the application, use, or misuse of any Products or Services contained on or made available through the Site, including any injury or damage to any person or property as a matter of negligence, or otherwise, including your failure to comply with any warning labels attached to the Products. 

6.2 Pharmacy2U does not exclude or limit in any way its liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by its negligence or the negligence of its employees, agents or subcon-tractors or for fraud or fraudulent misrepresentation. 

6.3 Pharmacy2U will not be liable, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for: 

6.3.1 loss or damage caused by you providing inaccurate or incomplete information; 

6.3.2 loss of your emotional well-being including, but not limited to, any embarrassment caused; 

6.3.3 loss of income or anticipated profits; 

6.3.4 loss of opportunity; 

6.3.5 loss of goodwill or injury to reputation; 

6.3.6 losses suffered by third parties; or 

6.3.7 any indirect, consequential, special or exemplary damages arising from the use of the Site or the Service or a Product regardless of the form of ac-tion. 

6.4 Pharmacy2U will not be liable for any loss or damage (in contract, negligence or otherwise) where: 

6.4.1 there is no breach of a legal duty of care owed to you by Pharmacy2U; 

6.4.2 the loss or damage is not a reasonably foreseeable result of any such breach; or 

6.4.3 any loss or damage or increased risk of loss or damage results from a breach by you of these Terms. 

6.5 Subject to clause 6.2, Pharmacy2U’s total liability to you whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with: 

6.5.1 the provision of the non-clinical (platform) Services, shall be limited to the amount paid by you in respect of such Product or Service; and 

6.5.2 the provision of the dispensing Services, except as prohibited by law, shall be limited to the total amount paid by you for such dispensing Services provided via the Site in the preceding twelve months. 

6.6 As the owner and operate of the Site, Pharmacy2U takes all appropriate technical and organisational measures against unauthorised or unlawful processing of your personal data and against accidental loss or destruction of, or damage to, personal data but subject to that and our obligations under law as a data controller, Pharmacy2U shall not be responsible for any data loss or unauthorised access by other persons, whether a result of unauthorised access, misaddress, technical failure, technical interference, negligence or otherwise.  

6.7 Pharmacy2U disclaims all warranties, express or implied (to the extent permitted by law) including, but not limited to, implied warranties of satisfactory quality and fitness for a particular purpose.  

6.8 Pharmacy2U does not warrant that the Site or any notifications sent by us to you will be free of viruses or other harmful components. 

6.9 Pharmacy2U does not accept any liability or responsibility for the actions or omissions of any third party, including but not limited to any other Provider. 

6.10 Products and Services are only offered via the Site for your own personal, domes-tic and private use. You agree not to supply the Products to any other person or to use the Products or Services for any commercial, business or re-sale purpose, and Pharmacy2U shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity if you use such Products or Services otherwise than in accordance with these Terms. 

6.11 Pharmacy2U shall not be liable for loss or damage, which arises from your failure to inform your regular qualified healthcare professional about any Products or Services which you acquire via the Site. 

6.12 HealthHero is responsible and liable for providing the medical Services, including diagnosis, issuing of prescriptions, and treatment. 

6.13 When MHL is the Provider of pharmaceutical Services, MHL is responsible and liable for the dispensing, supply, and dispatch of private prescriptions which are issued via the Site. 

6.14 When Pharmacy2U is the Provider of pharmaceutical Services, Pharmacy2U is responsible and liable for the dispensing, supply, and dispatch of private prescriptions which are issued via the Site. 

6.15 Pharmacy2U is also responsible and liable for administrating and managing the non-clinical (platform) Services, by which you access and use the Site when you obtain such medical and pharmaceutical (clinical) Services from Providers. 

6.16 Pharmacy2U does not engage in the practice of medicine or provide any medical advice or medical Services. Accordingly, Pharmacy2U is not liable for any act, omission, or outcome related to medical advice, diagnosis, or treatment that is provided by HealthHero. Service users are advised that HealthHero operates in-dependently, and any claims or liabilities arising from medical Services will be directed to HealthHero.  

6.17 Similarly, MHL operates independently, and any claims or liabilities which arise from pharmaceutical Services when MHL is the Provider of such pharmaceutical Services will be directed to MHL. 

7. ACKNOWLEDGMENT 

7.1 By using the Services, you acknowledge and agree that: 

7.1.1 you understand the role of Pharmacy2U as a facilitator of access to and not a provider of medical Services; 

7.1.2 you agree to hold Pharmacy2U harmless against any claims arising from medical Services that are provided by HealthHero; 

7.1.3 you agree to hold Pharmacy2U harmless against any claims arising from the dispensing, supply, and dispatch of prescriptions provided by MHL when MHL is the Provider of pharmaceutical Services; and 

7.1.4 you are responsible for providing complete and accurate information to HealthHero’s clinicians during consultations. 

7.2 When you submit a consultation with the Service, we will use LexisNexis identify verification services to verify that your identity is genuine. This is a regulatory requirement for us to provide the Service. You have a right of access to your per-sonal records held by credit reference and fraud prevention agencies and by LexisNexis. Your rights are set out in the LexisNexis Privacy Policy (https://www.lexisnexis.com/en-us/terms/privacy-policy.page). LexisNexis may be contacted at: Lexis House, 30 Farringdon Street, London EC4A 4HH. 

7.3 By registering with us and using the Services, you agree as follows: 

7.3.1 LexisNexis and/or any of their appointed agents can carry out all necessary searches, including searches of consumer credit records, in order to verify my information; 

7.3.2 it is your responsibility to have read the LexisNexis Privacy Policy and you agree to all your personal information being processed in accordance with the LexisNexis Privacy Policy; and 

7.3.3 you confirm to the best of your knowledge having exercised all due skill and care that the information that you have given is complete, true and correct. 

7.4 Please view our Privacy Policy for further information on how your data is used and processed. 

8. PAYMENT AND FINANCIAL ARRANGEMENTS 

8.1 Pharmacy2U acts as the agent for both HealthHero and MHL in taking payments for the Services which are provided by them as Providers via the Site. By using the Service, you acknowledge and agree to the following payment terms: 

8.1.1 Pharmacy2U acting as agent for and on behalf of HealthHero and MHL in respect of the Services provided by each of them as Providers. Pharmacy2U facilitates the payment process for the medical Services provided by HealthHero and the pharmaceutical Services provided by MHL. Payments made by you for such Services provided by such Providers are collected by Pharmacy2U as agent acting for and on behalf of HealthHero and MHL. 

8.1.2 Pharmacy2U may subcontract the payment collection service, passing the applicable revenues directly to HealthHero and MHL. This financial arrangement ensures transparency and clarity in our operations and financial practices. 

8.1.3 All payments for clinical consultations and private prescriptions will be processed through Pharmacy2U's payment system. You will receive a receipt from Pharmacy2U, which will include details of the payment made for both the clinical and dispensing Services. 

9. GENERAL 

9.1 Any disputes arising from your use of the Service will be governed by and construed in accordance with the laws of England and Wales. 

9.2 If any provision of this disclaimer is found to be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from this disclaimer and shall not affect the validity and enforceability of any remaining provisions. 

NHS Pharmacy First Service 

In partnership with PharmSmart Limited (a company registered in England and Wales with number 07757402 and its registered office at Fifth Floor Watson House, 54-60 Baker Street, London, W1U 7BU), we are offering the NHS Pharmacy First Service. This service allows pharmacists to manage episodes of care for patients, potentially eliminating the need for a general practice visit. It includes the supply of appropriate medicines for minor illnesses and contributes to saving up to 10 million general practice appointments annually.  

The NHS Pharmacy First Service encompasses three core components:  

  • Pharmacy First (Clinical Pathways): A new element allowing management of seven common conditions following specific clinical pathways.  

  • Pharmacy First (Urgent Repeat Medicine Supply): Previously part of the Community Pharmacist Consultation Service (CPCS).  

  • Pharmacy First (NHS Referrals for Minor Illness): Also previously part of the CPCS.  

Conditions Covered The service caters to the following conditions, with specified age ranges:  

  • Acute Otitis Media*: 1 to 17 years  

  • Impetigo: 1 year and over  

  • Infected Insect Bites: 1 year and over  

  • Shingles: 18 years and over  

  • Sinusitis: 12 years and over  

  • Sore Throat: 5 years and over  

  • Uncomplicated Urinary Tract Infections: Women 16-64 years  

*Note: Distance Selling Pharmacies, including Pharmacy2U, will not conduct consultations for Acute Otitis Media.  

Consultations are confidential and involve a comprehensive assessment by the pharmacist. This may include reviewing medical history, allergies, current medications, and symptoms. For certain conditions, a physical examination might be necessary. The pharmacist will recommend a course of action based on individual patient needs. A clinical consultation record will be maintained and shared with the patient’s GP.  

Our patients in England have the opportunity to utilise the NHS Pharmacy First Service via video consultations. These consultations are conducted at no charge. However, the provision of any treatment following these consultations is contingent upon a thorough suitability assessment. Please be aware that there may be charges for treatments provided, subject to their availability.  

All our pharmacists rigorously adhere to the professional standards and guidelines set by their respective bodies and the NHS for this service. To access the NHS Pharmacy First services, you are required to register with Pharmacy2U and create a secure online patient record. By registering for our NHS Pharmacy First services, you undertake to:  

  • Ensure the accuracy and completeness of all information you provide.  

  • Maintain the confidentiality of your username and password, taking all necessary precautions to safeguard and refrain from sharing your online patient record login details with any third party.  

The service specification, clinical pathways and patient group directions/clinical protocol for this service are all available on the dedicated NHS England website. See Appendix 1 for frequently asked questions about the Pharmacy First service. 

 Pharmacy2U Shop 

These terms and conditions apply to your use of our Consumer Health, Beauty and Wellness Shop and every order you make. We may change these terms and conditions from time to time. 

1. Introduction 

Registration, accepting these terms and conditions, and our contract with you 

Your use of this site, and any order you make on it, is governed by English law and any legal action can only be taken in the English courts. 

You will become the owner of, and be responsible for, the products when we dispatch them. You will be responsible for keeping to any restrictions relating to receiving and using the products. 

To register with and use this site you must be over 18 and the details which you give us must be true. You will be responsible for your use of this site and for your orders, so please make sure that you keep your log-in details secure so that nobody can misuse them. 

We have taken care in preparing the content of this site. We have no liability for warranties of any kind relating to the content of this site, as far as is allowed by law. 

We and our directors or related companies will not be liable for any losses or claims arising directly or indirectly from your use of this site, except for any damages for death or personal injury caused by the negligence of us, our directors or our employees. 

Any links on this site to other websites are provided for your interest only. We have no control over these sites and so we have no responsibility or liability for their content. The links do not imply that we approve or agree with the content of any linked site. 

If any of these terms and conditions cannot be enforced, this will not affect the remaining terms and conditions. 

Once you have placed an order, the order is processed manually at the premises. 

2. Orders and payment 

We may accept or refuse any order without giving a reason. Our confirmation email only confirms that we have received your order. There is no contract between you and us until we send you an invoice. 

We will usually take your payment when we dispatch the goods (except for payments using PayPal, which are taken from your customer account when you place the order). If your payment is rejected or returned for any reason, you must immediately make the payment by another method. 

If we do not receive full payment for an order, we will add reasonable collection charges or solicitors' fees (or both) to your customer account with us. 

Pay in 3 is a form of credit, so carefully consider whether the purchase is affordable and how you will make the repayments. Be aware of the possible impact of using Pay in 3 and of missing payments, including making other borrowing more difficult or more expensive. Pay in 3 eligibility is subject to status and approval. 18+ UK residents only. Available for purchases of £30 to £2,000. Terms and conditions apply. PayPal Pay in 3 is a trading name of PayPal UK Ltd, Whittaker House, Whittaker Avenue, Richmond-Upon-Thames, Surrey, United Kingdom, TW9 1EH. 

If you live in the European Union (EU), you will pay the price of the product plus VAT. If you live outside the EU, or you do not have to pay VAT under the tax rules that apply at the time, you will pay the price before VAT. These terms and conditions do not affect your legal rights as a consumer. All offers on this site only apply while stocks last. 

Items that have a best before date will be delivered with a minimum of three months. If you are stocking up or placing a multipack order that will last longer than 3-months, please contact our Customer Services team. 

3. Returning your items 

You cannot return the following unless they are damaged or faulty. 

  • Goods which have been mixed after delivery and cannot be separated 

  • Custom-made or personalised items 

  • Perishable items (that is, items that naturally deteriorate) 

  • Items with a protective seal that has been broken or removed (due to health-protection or hygiene reasons) 

  • Medicines or services provided on prescription 

Please note, this does not affect your legal rights. You have the same rights as any consumer under The Sale of Goods Act 1979 (and any amendments to it), the Sale and Supply of Goods and Services Regulations 2002, and any other consumer laws that might apply to contracts. 

4. Where do I send returns? 

Once you've told our Customer Care team about returning your items, please post them to: 

Pharmacy2U 

Unit 3 Mountpark Bardon, 

Robson Way, 

Coalville, 

Leicestershire, 

LE67 1GQ, 

United Kingdom 

Unfortunately, we cannot pay the costs of returning your items, and will not be liable for any damages caused in the post. These terms do not apply to faulty or damaged goods. 

Make sure that any items you return are securely packaged. We recommend you send all returned items by ‘Signed for’ or ‘Tracked’ delivery. 

5. How long will it take to process my refund? 

We aim to process your refund within 3-5 days of receiving the returned goods. However, it can take up to 14 days for you to receive the refund, which will be made by the payment method you used to pay for the goods. Once you've told our Customer Care team that you are returning the goods, you have a legal duty to keep them in a good condition and return them at your expense. 

We can deduct an amount from the refund to reflect any loss of value of the goods. This deduction may be equal to the full cost of the goods if the loss in value is the result of unnecessary handling by you. The extent to which you can handle goods is the same as it would be if you were assessing them in a shop before buying them. 

Under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2014, we will refund the full amount you paid for the goods, including the basic delivery charge, within 14 days of you telling our Customer Care team about the return or providing proof that you have returned the goods, whichever is earlier. 

6. Marketing and promotions 

Discounts and offers on-site using a voucher code 

You can only use one voucher code per order. 

Under UK law we must not offer any discount or promotion on baby milk, infant milk, and specialist milk. Voucher code also excludes Selected Promotional lines, Pharmacy Medicine lines, Clearance lines, Electric Toothbrushes, Blood Pressure Monitors, Flow Headset, Regaine, Eroxon, Viagra, Cialis, Mosquito Milk, My Perfect, Tom Ford, Waterpik and Olaplex, Baby Feeding, Baby Nappies, Slimming & Nutritional Aids, Smoking & Vaping Cessation, Tena Multipacks & Delivery Pass. , unless specifically stated otherwise on the voucher or offer. One use only. Minimum spend may apply. Voucher codes are only valid for UK orders. 

Further conditions and exclusions may apply. 

Multi-buy promotions 

For multi-buy offers (for example, 'buy one get one free' and '3 for 2') the free or discounted item will be whichever item is the cheapest. Multi-buy offers are only available for orders dispatched within the UK. 

Welcome Offer for Email Sign-up 

The £10 off code is valid for 7 days, from the day you receive your welcome email. Under UK law we must not offer any discount or promotion on baby milk, infant milk, and specialist milk. Voucher code also excludes Selected Promotional Lines, Pharmacy Medicine lines, Clearance lines, Electric Toothbrushes, Blood Pressure Monitors, Flow Headset, Regaine, Viagra, Cialis, My Perfect Cosmetics, Tom Ford, Waterpik, Olaplex, Eroxon, Mosquito Milk, Baby milk, Baby feeding, Baby nappies, Slimming & Nutritional Aids, Smoking Multipacks, Tena Multipacks & Delivery Pass, unless specifically stated otherwise on the voucher or offer. One use only. Minimum spend £40. New customers only. Voucher codes are only valid for UK orders. By opting-in to marketing, you agree with our Terms & Conditions and Privacy policy. You can unsubscribe at any time by clicking the unsubscribe link on each email, or from the Preference Centre in your account. 

From time to time we may decide to limit the amount of any particular product that you can buy. If we do, we will make this clear when you go to ‘checkout’. 

7. Product Review 

All reviews will be submitted for approval. Reviews that do not relate to that product, mention service, or could be deemed offensive will not be published. If you have feedback relating to service please click here to be taken through to our customer service team. 

Your Privacy 

Your privacy is important to us. Please see our Privacy Policy for details of what information we collect and how we will use and protect it. The information that you send to us will be processed in accordance with our Privacy Policy. 

You authorise us, at any time, to use any means that we consider necessary to verify your identity and creditworthiness with any third-party providers of information. 

Please note that in an emergency situation, we may need to contact a healthcare professional, social services, or the emergency services without your consent, even where you have declined any of our offers to contact your GP. In addition, the following Terms and Conditions apply to users of the NHS Prescription Service. 

Intellectual property 

All designs, text, graphics, their selection and arrangement on this website are the copyright of Pharmacy2U. Permission is granted to users to electronically copy or print portions of this site for their own personal, non-commercial use. Any other use of materials on this site without Pharmacy2U’s prior written consent is strictly prohibited. All brand names, product, service names, titles and copyrights used in this site are trademarks, trade names, service marks or copyrights of their respective holders. No permission is given by Pharmacy2U for their use by any person other than the said holders and such use may constitute an infringement of the holders' rights. This contract is governed by English Law. 

The above terms are subject to change due to the implementation of the Consumer Bill of Rights Act 2015. 

These terms and conditions do not affect your statutory rights as a consumer. 

Partnerships 

Pharmacy2U takes immense pride in forging meaningful partnerships with trustworthy and reputable companies. Our aim is to provide a more holistic and encompassing range of services for our valued customers. 

When you access and use Pharmacy2U websites that are 'powered by' our esteemed partners, please note that you are concurrently agreeing to adhere to our partners' unique terms and conditions. All goods and services provided through these platforms are subject to a direct contract with the corresponding partner, separate from any agreement with Pharmacy2U. Any dispute on provision of the service would be held with the partner, not Pharmacy2U. 

We would like to highlight the following partnerships: 

‘Pharmacy2U Pet Health’ located at ‘pethealth.pharmacy2u.co.uk’: This service is operated by The PharmPet Co Limited, a company registered in England and Wales with company number 10026316. Their registered office is situated at Unit 7 Stirlin Point, Sadler Court, Sadler Road, Lincoln. LN6 3RG. The PharmPet Co Limited operates under the regulatory supervision of The General Pharmaceutical Council (GPhC). 

‘Pharmacy2U Medical Letters’ located at ‘medical-letters.pharmacy2u.co.uk’: This service is provided by ZoomDoc Limited, a company incorporated and registered in England and Wales, with a company registration number of 09540794. Their registered office is located at 2 Chanin Mews, London NW2 4AQ. The doctors associated with this service are registered with the General Medical Council, and ZoomDoc Limited is regulated by the Care Quality Commission. 

By utilising these services, you acknowledge and accept the above terms related to our partnerships. 

Contacting us 

To contact us please visit our Help and Support hub or phone us on 0113 265 0222. 

 Changes to these terms and conditions 

These terms and conditions were last updated on 16th August 2024