TERMS AND CONDITIONS

By using our website, you are confirming that you understand and accept these Ts&Cs and consent to us for using your personal data, as provided, to provide you with our services. If you do not agree to these Ts&Cs, you must not use our website. Our website and any services provided via the website will be in English and it will be your responsibility to ensure that you fully understand the information and advice on our website. Our website is directed at customers aged 18-75 residing in the United Kingdom (UK) although we are happy to assist with any international requests at our discretion.

We reserve the right to make changes to these Ts&Cs in line with our business operations, risk management and to continue to remain compliant with legislation affecting the distance supply of medicines and online pharmacy in the UK as set out by the General Pharmaceutical Council (GPhC) and the Medicines and Healthcare Products Regulatory Agency (MHRA) of the United Kingdom.

Please check our Ts&Cs for any updates and ensure you understand and still agree to the terms upon each visit to our website. It is advisable that you save/print a copy of these Ts&Cs for future reference should you wish to refer to them.      

Who are we and how you can contact us,

Prime Response Pharmacy London (PRPL) is the trading name for the online pharmacy service by Prime Health Pharmacy, a company incorporated in England under company number 14529078.

Our registered pharmacy/head office address is 2A Connaught Avenue, London.  E4 7AA. United Kingdom. You can contact us via any of the following options:

Phone: +44 (0) 2081257002 
Mobile/WhatsApp: +447523346744
Email: info@primeresponsepharmacy.co.uk
Web:  www.primeresponsepharmacy.co.uk

We aim to respond to all requests for information and advice within two business days. Business days are Monday to Friday, excluding public holidays.

Regulatory compliance and buying medicines safely online.

PHPL is a registered online pharmacy, and we abide by the same regulations and standards (both professional and trades) and procure medicines from the same suppliers as with any physical ‘mortar and pestle’ high street pharmacy or chemist shop in the UK. You must check and validate the authenticity of any online pharmacy before using their services to ensure they are registered with the relevant regulatory pharmacy organisation in their country of presence. In the United Kingdom these are the General Pharmaceutical Council (GPhC) and the Medicines and Healthcare Products Regulatory Agency (MHRA). 

All online pharmacies can optionally display the Internet Pharmacy logo (stating the pharmacy registration number) from the GPhC on every page of their website. The logo also acts as an internet link and clicking on the logo will direct you to the pharmacy registration details on the GPhC website.

This measure is in place to provide peace of mind for the service users and help members of the public to identify websites that can legally sell medicines.  Alternatively, you can independently check the registration of a pharmacy or a pharmacist by visiting the GPhC’s website at https://www.pharmacyregulation.org. Our Pharmacy name is Prime Health Pharmacy London

Contacting our pharmacist for consultation 

You can contact our pharmacist for advice about medicines or to enquire about our services by using the following details during our opening times. These details can also be found under the “Contact us” section of our website.  

Phone: +44 (0) 2081257002 
Mobile/WhatsApp: +447523346744
Email: info@primeresponsepharmacy.co.uk
Web:  www.primeresponsepharmacy.co.uk

Our promise and responsibilities

At PRPL we have our customers best interest at heart and pledge to provide you with our best services in a way that is safe, efficient, confidential, and personalised for you in line with these Ts&Cs and professional and regulatory obligations. We have a customer service improvement strategy in place, and we welcome your feedback, criticism or any complaints which can further empower us to best offer our services to your utmost expectation and satisfaction.  

Type of services

We offer dispensing services for private (human) and veterinary prescriptions and conduct other professional pharmacy services and supply medicines and non-medicinal products as outlined on our homepage.

Prescriptions issued by an appropriate practitioner registered in an EEA country or Switzerland are legally recognised in the UK and we can supply UK-licensed products against these prescriptions for patients present within the UK. We may also be able to assist you with dispensing your EEA or Swiss prescription and obtaining a suitably licenced product and artwork (language) designated for your country of residence. If you choose to access our website from outside the United Kingdom, you do so at your own risk and are responsible for compliance with your local laws and regulations.

For dispensing services, you will need to send us the original copy of the prescription, as per the instruction on our website before your medicines are released for dispatch. Please note we do NOT currently provide any service funded by the UK NHS (National Health Service) therefore do not accept NHS prescriptions.

Clinics and authorised practitioners can also contact us for ordering supplies for their practice and our wholesale division will be able to assist and further discuss your requirements. The details for our wholesale division can be found at www.primehealth-pharmacy.co.uk.

We can assist with supply of medicines internationally beyond Europe depending on the nature of request and subject to meeting all the legal requirements here in the UK and in the customer’s country of residence.

Information on our website (Disclaimer)

We take care to ensure that all information available on our website about our business, services and any products mentioned are accurate. However, these are continually developing and, occasionally, the information may not be current, complete nor the website will be free of defects. General medicinal information provided on our website is not a substitute for specific and personalised medical advice and should not be read or used as such. Additionally, any contents of our website should not be construed as commercial, legal or other professional advice.

Pricing and fair trade

We aim to offer you the most competitive prices in return for a great quality of service that you can expect from PHPL. The cost of a private prescription for humans or animals are calculated based on the actual cost of the medicine plus a standard dispensing fee. VAT is not charged on private prescriptions for humans. 

The above charge, in addition to any delivery fees that apply, make the total sum of your purchase order. This total sum will be displayed on the check-out screen and will be the amount that will be deducted from your payment method once you complete the order. We will never apply any hidden charges.

The actual price of the medicine we supply against a prescription may vary depending on the make (e.g. brand or non-branded generic) of the medication and the supply quantity. Prices for medicines, supplied as part of the professional pharmacy services (‘Treatments’) on our website, are clearly stated on the relevant page for each product.

Obtaining medicines on private prescription is not necessarily more expensive than a UK NHS prescription. As we do not apply a minimum charge for prescriptions, it is possible for the cost of an item on a private prescription to be cheaper than the NHS cost payable by the patient.  This cost will also depend on the make and the quantity of the medicine.   

The pharmacist consultation service is provided free of charge, and it is accessible during the pharmacy opening hours as stated on our website.    All prices on our website are in pounds sterling and include VAT unless expressly stated otherwise. We take care to ensure that all pricing information on our website are accurate but occasionally there may be a discrepancy. If an error has occurred, and the price charged was higher than the price displayed on our website, we will identify all those that have overpaid and refund the difference to your account. For European and international deliveries, please check the custom regulation of your country for additional requirements such as import licence, duty, or taxes.

Your responsibility

By using our website or service(s) and confirming your order you agree to these Ts&Cs and accept your list of responsibilities as below.

• Confirm that you are aged 18 or over and requesting a service for your own needs or a person who has authorised you, by giving consent, or acting as their parents/legal guardians, or as the owner/carer for an animal.
• Provide us with information as requested for use of our services. It is your responsibility to ensure this information is correct, genuine, and complete and you accept that failure to do so (intentionally or not) will directly influence the assessment, service or advice that we provide for you and, as such, may have consequences for which we are not responsible.
• Carefully read the information provided on our website before selecting and placing your order and if unsure contact our pharmacist for consultation before placing your order. See contact us.
• For private prescriptions, whether for humans or animals, you will send us the original copy of the prescription, hard copy/electronic, before we can finalise your request and dispatch the product(s).
• You do not have any known allergies, sensitivities or intolerance to any products ordered or for whom it was ordered.
• Use the medicines as per the intended (licensed) indication and comply with directions for use of each medicine as per the dispensing label (for dispensed medicines only) and/or the Patient Information Leaflet (PIL) (as provided in the medicine pack and/or can be found on the Electronic Medicines Compendium (emc) website.
• Notify us of any concerns relating to medicines and/or adverse drug reactions/side effects. Additionally, any adverse effects of medicines are to be reported to the MHRA under the Yellow Card Scheme by you or your pharmacist.
• Contact your medical practitioner and/or seek appropriate emergency medical care in case of any severe adverse events as you deem it to be appropriate particularly if any risk or danger to life.
• Receiving your order if posted through your letterbox or left in a safe place by courier, and confirm that there is no risk to children, pets, vulnerable adults or other third parties because of your order being delivered as such. If the packaging is opened after delivery, we will have no liability to you for lost or damaged items or for what third parties find out about you as a result.
• Store the medicines in accordance with the conditions instructed on the original packaging or PIL; Do not take any medicine beyond its expiry date.
• Not register an account with us more than once and only complete any questionnaires on behalf of yourself unless consent has been obtained by a third party, except for veterinary medicines.
• Agree to take reasonable steps to keep your username and password confidential and not sharing your login details with anyone.
• Ensure medicines are only used by the person it was intended for and never share your medicines with others.
• You agree not to use our services for any unlawful purpose. We will not be responsible for any misuse or abuse of any products.
• Not to use our service or supplied products in any way that will damage, impair, or render it less efficient or modify its intended functions.
• Keeping all medicines out of sight and reach of children.
• You acknowledge that your use of our services does not grant you any rights in relation to our intellectual property.

We will determine, at our discretion, whether there has been a breach of these Ts&Cs through your use of our website and services. When we identify that there has been a breach of any of these Ts&Cs, we do not accept any responsibilities or liabilities for your inconvenience, damage or harm; and we may restrict your access to our services and/or take legal proceedings against you and consequently refer the matter to the relevant law enforcement authorities particularly with respect to matters affecting fraud, web security breaches or public health endangerment.

Placing your order and verifying your identity

You may request our service(s) by placing an order on our website. During the process you will be required to provide us details about your identity (ID) and your relevant health condition(s) (or for your animal).

Before supplying any medicines, we, as an online pharmacy, have professional and regulatory obligations to verify your ID and to ensure the medicines we supply are the right medicine to the right person and clinically suitable for the persons’ conditions and health status. All requests involving medicinal products requires relevant checks and approval from our duty pharmacist before we can proceed to conclude a binding contract of service, so we reserve the right to contact you as necessary to obtain any relevant details and/or reject any order.

We conduct identity check (name, date of birth and address as provided by you) to verify your identity electronically by using Experian’s Prove-ID service (a third-party service). Experian may check the details you supply against any particulars on any database (public or otherwise) to which they (Experian) have access to verify your identity. Experian will retain a record of the search and this check does not have any impact on your records with the Experian at all.

Depending on the nature of your request and the outcome of the electronic ID checks, our duty pharmacist may need to contact you by means of video chat, phone or email to verify additional proof of your identification. You can produce the requested ID documents by showing our pharmacist copies of the acceptable documents over a video chat or sending the document photo and your photo/selfie to our secure and confidential email/WhatsApp or provide the document in person as practicable. The acceptable documents include one photographic proof of ID (e.g., driver’s licence, passport) and/or one proof of address like a recent utility bill, or the same driver’s licence etc.). These checks enable us to protect ourselves and our customers from fraud and assist us with age and identity verification in accordance with our professional and regulatory requirements.

Professional codes of conduct and legal restrictions may limit the number and frequency of any item we are permitted to supply to you and as such we have no obligation to supply quantities exceeding the relevant permitted maximum and we will only charge for those we do supply.

We reserve the right to reject any order which does not satisfy the clinical and legal requirements in the opinion of our duty pharmacist or if we determine that you do not fully fulfil your responsibilities as set out in these Ts&Cs.

Any personal information you provide will be processed in accordance to our privacy policy for the purpose of providing you with any service as requested. 

Your right of modifying/cancelling your order

If you wish to make any changes to your order or cancel the order, you must contact us to do so as soon as possible. We will then contact you to let you know whether the change/cancellation is possible at the stage and confirm any details including any product modification, delivery details, price change or refund. Cancellations can only be considered before the goods have been physically dispatched.  You can also opt out of our service by deactivating your account (if applicable) or contacting us directly.

Damaged goods, Exchange, Returns, Refunds

The Consumer Rights Act 2015 allows you to claim a refund on faulty goods within 30 days of receipt.  In case of faulty or damaged goods, we may offer to replace or give you refund including any postal charges. The item has to be returned to us in their original packaging and receipt state. If you believe any of the items you have received are damaged or faulty or sent to your in error, please contact our pharmacist during our opening hours as soon as possible to report it.

We are happy to accept returns (for non-medicinal products) if the goods are returned in their original condition and packaging and as long as any hygiene seals remain intact. For returning any non-medicinal products, you must advise us about your intention to return the goods as soon as possible and within 30 calendar days from the date of your purchase.

Please note that we will not accept exchange/refund for any non-medicinal product that has a hygiene seal that has been broken!

Your refund will be processed once we receive your returned items. Refunds are credited to the original card you paid with, and this may take up to 5-7 working days, depending on your card provider. We will refund any standard postage paid on orders returned in full in one occasion.

Refunds exclusion:

As a Pharmacy, we are not legally permitted to accept returns or exchange of any medicinal product once the goods have physically left our registered premises due to safety reasons; therefore, we DO NOT accept exchange/returns/refunds for any medicines under any conditions once the order has been processed and goods are dispatched from the pharmacy.

In the event of a supply being made to you due to an error or shortfall caused by us, we will happily accept your returns/refunds for all products, as a proof of our dedication to provide you with an outstanding service. The returned goods will be discarded safely as appropriate.

Recalls

Where there is a product recall by the UK regulator (MHRA) and action by the pharmacy is required, we will contact you using the details you provided when placing your order (or details on your PHPL account) to advise you of necessary action(s) and your rights.

Our right to modify your order.

Where you are requesting a medicine as part of a professional pharmacy service (‘Treatments’), we will endeavour to supply the product make as displayed on the product photo description on our website. However, for non-proprietary (generic) goods, we may supply a make of product which may not be the same as the photo description. This depends on the availability of goods and the same practice is applied by the high street UK pharmacies.

The medicines we supply against a (private) prescription could be supplied either as a proprietary brand (more expensive) or the non-branded generic make (usually significantly cheaper compared to the proprietary brand).

Veterinary medicines

There are various classes of veterinary medicines that can be prescribed. Where a UK licensed veterinary medicine is in existence and is clinically appropriate, this should be prescribed by the veterinary prescriber; however, if a suitable veterinary option does not exist, human medicines can be prescribed for an animal according to regulations ‘for administration under the cascade’ which your vet will be aware of.  We will provide you with a quote for the medicine(s) on the prescriptions as prescribed by the veterinary practitioner and will contact you to discuss best options when applicable.

If you prefer a particular brand/generic make of a product or formulation, e.g., caplets (oval shaped tablets) instead of round tablets, please communicate your message by including a note in the designated text box provided when completing the order form for dispensing prescriptions so that we can endeavour to fulfil your request. In case of any issues, we will contact you as necessary to explore possible solutions.  

Concluding a binding contract

The order you place to purchase goods or services will not be binding on us until we confirm the order by email/text message/phone call or on some occasions until implied when your goods are dispatched. We reserve the right to reject any order.

Payments

We accept payment by all major debit, credit cards, Apple Pay and Google Pay. You must pay for your order in full before we dispatch them. Once you finalise the payment at the checkout, we will not deduct the payment from your account. Our pharmacist will review the request, as necessary, and upon approval, the order is fulfilled, and payment is taken for the authorised amount upon dispatching the goods. We do not have any hidden charges and the total amount payable for the order will be clearly displayed at checkout page before you agree to make the payment.   

We use a third-party platform to process our payments. When you provide your credit or debit card details, the third party may perform a pre-authorisation on your card to ensure that the payment details that you provide are correct. We do not process, handle, or retain any card details that you provide but the trusted third-party platform that we use may ask for your consent to remember your card details for future purchases at your discretion.

In providing payment card details, you confirm that you are authorised to use the card and authorise us, or our payment service provider, to take payment in full for the items in your order and any associated delivery fees and any other charges that become due to us under these Ts&Cs. The transaction will appear on your bank or card statement as PHPL’.

Delivery

After we receive your order, generally we aim to process and dispatch your order within 24-48 hours of receipt. We offer a FREE standard Royal Mail delivery service to the UK mainland on orders over £40 in a single transaction. Orders containing bulky/heavy items or super heavy items are not available for free delivery.

Your goods will be sent in discreet packaging to the delivery address directed by you and using a delivery option selected by you at the checkout. Your package will be posted through your letter box, if possible, or maybe left in a safe place for you or with your authorised representative, or you may be left a calling card notice as per the terms and conditions of the courier postal service for delivering medicines.

For any dispensed controlled drugs or fridge items, the goods must be delivered via a trackable delivery option (i.e. special delivery) and signature will be required upon receipt. It is your responsibility to ensure that someone is available to sign for any medicines and /or goods that are delivered to your chosen delivery address. The person signing for medicines and/or goods does not need to be the named customer/patient, but it is your responsibility to ensure they deliver the package to you as intended subsequently. We do not supply or deliver any controlled drugs or fridge items outside the UK.

There are different delivery options, and the details and costs are displayed on our website. Any delivery charge will be displayed on the checkout screen before you place and finalise your order. Generally, the goods should be with you within 1-4 working days from the time of processing your order depending on your selected delivery option. We cannot guarantee the exact time and day of delivery as it is dependent on the status and terms of service from the courier/postal company, your delivery option and location (UK mainland, EU/EEA/non-EEA). For international deliveries within the EU/EEA/Switzerland there are additional courier options available.

We will not be liable for any delay to your delivery caused by factors outside of our control including, but not limited to, third party factors (i.e., manufacturers, suppliers, courier or mail services, border customs) and other situations such as strikes, pandemics, war, acts of God.

Notifying us of any dispensing or delivery error and damage

You should check the content of your delivery package promptly upon receipt. If you notice that any product/medicine has been sent to you in error or has been damaged, you should contact us immediately during our opening hours. We will then investigate and advise you on the best way possible to rectify the issue. You must not use any medicines that is not intended for you.

Complaints procedure

We will endeavour to offer the best pharmaceutical care for all our highly valued customers. However, if you are not fully satisfied or have any concerns about the contents of our website, the service(s) you receive from us, or data privacy issues please contact us and report the matter or raise a complaint; and we will endeavour to address any issues within 60 hours of receiving your communication and in accordance with our service delivery and professional obligations.  Additionally, if you feel your complaint is not dealt with effectively, you can contact the pharmacy regulator in the UK, the General Pharmaceutical Council, to raise concern about any pharmacist or the pharmacy.   

Discarding unwanted/expired medicines

Please take any unwanted or expired medicines to your local pharmacy for safe disposal.  This service is provided by all community pharmacies (chemist shops) free of charge in the UK.