Terms of Sale

Introduction
These Terms of Sale govern your purchase of medicines, treatments and other products (“Products”) from Pharmalogic. By placing an order you agree to be bound by them. Please review these Terms before each order, as we may update them from time to time; the version in force at the time of your order applies.

Regulatory status and prescribing
[Pharmalogic legal entity name] is registered with the General Pharmaceutical Council (GPhC), reference number [GPhC registration number], and dispensing/prescribing decisions are made by GPhC-registered pharmacists and appropriately qualified prescribers. Prescription-only medicines are only supplied following a suitable clinical assessment, see our Content Compliancy Policy for how we present and advertise treatments.

Identity verification
For safety and regulatory reasons we may need to verify your identity before dispensing certain treatments. This may be done automatically via a verification partner [name verification partner], and/or by asking you to provide photo ID (such as a passport or driving licence). Verification data is handled in line with our Privacy Notice.

Online consultations
Some products require you to complete an online health questionnaire before we can supply them. You must answer honestly and to the best of your knowledge, our clinicians rely on your answers to judge whether a treatment is suitable for you. If a treatment isn't appropriate for you, we will let you know and you will not be charged for it.

Your patient record
Where we supply you with a prescription or treatment, we create an electronic patient record containing your personal details, consultation answers, treatments and prescriptions. We retain this record for a minimum of [X years check the applicable professional retention standard] in line with GPhC record-keeping requirements.
You must tell us about any relevant change in your medical circumstances.

Delivery
We deliver within [the United Kingdom / delivery area] using [named carriers, e.g. Royal Mail, DPD]. Delivery costs and estimated timescales are shown at checkout and are estimates, not guarantees. Risk in the goods passes to you on delivery to the address you provided. If a delivery fails because of an incorrect address or a missed collection window, we will contact you to arrange redelivery, which may involve an additional charge.
If your order has not arrived within [X working days] of dispatch, please contact us and we will investigate with the carrier, and either arrange a resend or a refund as appropriate.

Returns, cancellations and refunds
You can cancel an order any time before it has been dispensed and prepared for despatch. For health, safety and legal reasons, we cannot generally accept returns of medicines once dispatched; if you have unwanted medicine, please take it to a local pharmacy for safe disposal. Where an item is faulty, damaged, or not what you ordered, we will replace it or refund you, and we may ask for photo evidence first. We aim to issue any refund you're entitled to within [X working days] of the matter being resolved, using your original payment method.

Cancellation by us
We may cancel your order and notify you if, for example:
• We do not have sufficient stock to fulfil it.
• We cannot deliver to your address, or cannot obtain payment authorisation.
• We cannot verify your identity or age.
• Our clinical team determines the treatment you requested is not suitable for you.
Where we cancel your order, we will refund any sums already paid within [X days].

Our responsibility to you
We are responsible for supplying Products that match their description and are of satisfactory quality. Our liability is limited to the price you paid, except where the law does not allow such a limit (for example, death or personal injury caused by our negligence, or fraud). Nothing on this Site amounts to individual medical advice, if you need medical advice, please contact a doctor or clinician.

Complaints and governing law
If something goes wrong, please see our Make a Complaint page. These Terms of Sale are governed by the law of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction (without prejudice to the rights of Scottish or Northern Irish residents to bring proceedings locally).