1. Information about us

1.1

These terms and conditions govern the pharmacy services we provide (including any prescribing and dispensing services) and your purchases from us. Additional website terms and regulatory information are available on our Legal Information page.

1.2

"Assured Pharmacy Ltd", "we", "us" and "our" means Assured Pharmacy Ltd (company number 08849099), incorporated in England and Wales.

1.3

We are regulated by the General Pharmaceutical Council (GPhC) (premises number 1121967). Our pharmacy address is: Assured Pharmacy, Springfield House, Water Lane, Wilmslow, Cheshire, SK9 5BG.

1.4

You can contact us by email at [email protected] or by phone on 01625 460621.

1.5

Our prescribers are engaged by Assured Pharmacy Ltd and are regulated by their relevant UK professional regulator(s). They can be contacted via email: [email protected].

1.6

Our prescribing service involves providing information and treatment for a range of medical conditions. To support safe care, our clinicians may follow up with some patients.

2. How our service works and our relationship with you

2.1 How our service works: standard tablet treatments and higher-risk treatments

We are an online pharmacy. For clarity, most of our services fall into two common treatment types. The detailed rules that apply to each type are set out later in these terms.

Standard tablet treatments (one-off orders) - for example erectile dysfunction (ED), hair loss and premature ejaculation. You complete an online consultation, a regulated prescriber reviews your information and, if approved, we dispense and dispatch after pharmacy checks. These treatments do not usually require monthly reviews or video consultations unless clinically required.

Higher-risk treatments (including weight management medicines) may require closer monitoring and extra safeguards. These may involve additional eligibility information, video consultation or video review, GP sharing, and approval before each supply. Where offered as a treatment programme, supplies may be planned in blocks and monitored over time. If you are travelling or have exceptional circumstances, contact us in advance because an alternative schedule may sometimes be possible.

2.2 By placing an order, you confirm that:

1. you are over 18 years old and legally capable of entering into a binding contract;
2. you are resident in the United Kingdom and are accessing our website from the UK;
3. you are completing the consultation for yourself and not on behalf of someone else;
4. you have answered all questions truthfully and fully, and will tell us promptly if anything changes that could affect your treatment;
5. you have not registered with us more than once;
6. you will keep your username and password confidential and will not share access to your patient record;
7. you will read the information provided with your medicine and follow the instructions for use and storage;
8. if medicine is prescribed and dispensed to you, you will check it is correct and not damaged, and you will contact us promptly before using it if in doubt;
9. you will not use medicines beyond their expiry date; and
10. you accept our prescriber's decision if they determine it is not in your best interests to receive the requested treatment.

2.3 Identity and verification checks

Due to regulatory requirements and to help ensure we supply medicines to the named patient, we may need to verify your identity and date of birth. You agree that we may do this using a trusted third-party verification provider (for example LexisNexis), who may use credit reference agencies for this service. This is a "soft search" and will not affect your credit rating.

2.4 Additional verification

If automated checks cannot confirm identity, we may request photo ID and/or proof of address before we prescribe or dispatch prescription medicines. As a regulated pharmacy, we are required to carry out these checks in some cases, and they help keep patients safe. We will usually contact you by email with what we need. This may delay your order until checks are completed.

2.5 Clinical approval, safety checks and dispatch

Prescription medicines are dispatched only once required checks have been completed, including identity verification where applicable, and a prescriber has reviewed your information, confirmed it is safe and appropriate, and approved a prescription.

For weight management medicines, a video consultation with one of our prescribers is required before first supply. We may also need to verify relevant clinical information before prescribing or continuing treatment. This may include information from your NHS App, GP online record or another suitable medical record source, screenshots or documents securely provided by you, and, where available and appropriate, permission to view your NHS Summary Care Record, also known as your GP medication record.

If you do not provide the information, evidence or permission needed for us to prescribe safely, or if we cannot verify the information needed, we may not prescribe, continue or supply treatment. If payment has already been taken and treatment is not supplied, we will refund the relevant order in line with these Terms.

2.6 Generic medicines and brands

1. Where a medicine is prescribed by its generic (non-brand) name, we may dispense any suitable UK-licensed generic version that matches the active ingredient, strength and pharmaceutical form.
2. The manufacturer and packaging may vary, and boxes, blister packs, tablets or capsules can look different (including differences in size, shape and colour).
3. If you tell us a brand preference, we will make best efforts to supply that brand where it is in stock and available at the time of dispensing, but we cannot guarantee any specific generic manufacturer.
4. Generic medicines supplied by regulated manufacturers are medically equivalent.
5. Refunds are not available because you prefer a different generic brand or because of differences in appearance or packaging where the correct medicine was supplied.
6. If you have concerns about side effects or suitability, contact us for clinical support.

2.7 Sharing information with your GP

1. For some treatments, we require you to provide your GP details so we can share information about your treatment for safety. This includes higher-risk treatments such as weight management medicines.
2. Where this is required, you must provide accurate GP details and you consent to us sharing relevant information with your GP or GP practice. If you do not provide GP details where required, we may not be able to prescribe or continue treatment.
3. For other treatments (for example standard tablet treatments such as erectile dysfunction medicines), GP sharing is not usually required. We may still recommend sharing information with your GP, and we may do so with your consent.

2.8 Consultations and communication support

1. Clinical consultations, reviews and follow-up may take place by secure written messaging, telephone, or video consultation.
2. Video consultations are usually carried out via WhatsApp. If WhatsApp is not suitable, we may be able to arrange Zoom, Google Meet, or another suitable method.
3. If you need language or communication support, you should tell us in advance. You may arrange a suitable interpreter or support person.
4. If we cannot communicate with you clearly enough to assess suitability, explain relevant risks, and obtain informed consent, we may delay or decline prescribing and refund the order if appropriate.

3. Pricing and payment

3.1

All prices on this website are in pounds sterling. VAT is charged where applicable and will be shown at checkout.

3.2

All orders must be paid in advance.

3.3

We take care to ensure pricing information on our website is accurate but errors may occur. If an error occurs and the price charged is too high, we will identify those who have overpaid and refund the difference.

3.4

You are responsible for providing valid credit or debit card details. We reserve the right not to dispatch medicines if your payment details have expired or are invalid. If this happens, we will attempt to contact you so you can provide updated information.

3.5 Price matching

We do not offer a price match guarantee. From time to time, we may offer discretionary discounts or price matching on a case-by-case basis. Any such offer is discretionary, may be limited to a specific order, product, treatment, quantity or time period, and may be withdrawn or varied for future orders. A discretionary price match does not create an ongoing entitlement to the same price.

3.6 Our service and support

Our prices reflect the regulated professional services involved in supplying treatment safely and the level of support we provide throughout treatment. This includes clinical review and prescribing where applicable, dispensing and pharmacy checks, and access to our team by secure messages, email and phone. Where clinically appropriate, and for some higher-risk treatments where required, we may also use video consultations or video reviews.

4. Treatment programmes and recurring payments

4.1

If you enrol in a treatment programme that involves ongoing supplies, you authorise us to take recurring payments using your saved payment method in line with the schedule shown on your account or dashboard.

4.2 Treatment may be planned in blocks (for example up to 3 months at a time).

1. Payments are taken monthly while you remain enrolled and approved for treatment.
2. For some treatments (including weight management injections), treatment is normally planned in blocks of three consecutive monthly supplies (three pens), with prescriber monitoring and approval before each supply.
3. If you are travelling or have other exceptional circumstances, contact us in advance. We may be able to agree an alternative supply schedule or quantity, but only where clinically appropriate and lawful. For weight management injections, clauses 7.8 and 11.3 also apply. Any such arrangement is subject to prescriber approval, safety and regulatory requirements, and evidence of travel where requested.
4. Any alternative supply schedule or quantity must be agreed and confirmed by us in advance.

4.3

You must complete any required check-ins and clinical reviews when requested. If you do not complete required reviews, we may pause or stop further supply until the clinical review is completed.

4.4

You can request to cancel or pause future scheduled supplies using the instructions on your dashboard or by contacting our team. Any change applies only to future payments and future dispatches. The cut-off and late-request rules are in clause 4.5.

4.5 Cancelling or pausing a scheduled dispatch (treatment programmes)

1. The quickest way to cancel or pause future scheduled supplies is via your dashboard. You can also contact our team by phone or email. If you are considering stopping or changing a treatment programme and want clinical advice on doing so safely (including weight management), we strongly recommend booking a video consultation with one of our pharmacists or prescribers.
2. We cannot cancel orders that have already been dispensed or dispatched.
3. To reliably stop the next scheduled supply, you must make the change in your dashboard or contact us by no later than 4.30pm (UK time) 2 working days before the scheduled dispatch date shown in your account. This gives our team at least one full working day to action your request.
4. Example: if your scheduled dispatch date is Thursday, we need your request by 4.30pm Tuesday. If your scheduled dispatch date is Friday, we need your request by 4.30pm Wednesday.
5. If you contact us after this cut-off and the order has not yet been dispatched, we will make best efforts to stop it and we can often do so up until the courier collects the parcel. However, we cannot guarantee this once processing has started or once the parcel has been handed to the courier.
6. Messages received outside core customer service hours are treated as received on the next working day for the purpose of cut-offs (see clause 6.2).

4.6

If, at any stage, a clinician does not approve supply, we will not dispatch the relevant medication and we will issue a full refund of all amounts paid for the relevant order (see clause 5.8).

5. Cancellations, returns and refunds

5.1

Prescription-only medicines supplied under a prescription or directions given by a prescriber are excluded from the right to cancel for distance contracts (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, regulation 27(2)(a)).

5.2 Cancelling an order before dispatch

1. If you need to cancel an order before dispatch, contact us as soon as possible by phone or email.
2. For one-off orders (including standard tablet treatments), orders can be processed quickly after clinical approval. We will make best efforts to stop dispatch up to the point the courier collects the parcel, but this is not guaranteed once processing has started.
3. For treatment programmes with a scheduled dispatch date, see clause 4.5 for the cut-off to reliably stop the next scheduled supply. If you contact us after the cut-off and the order has not yet been dispatched, we will make best efforts to stop it, but this is not guaranteed.
4. If we are able to cancel before dispatch, we will refund amounts paid for that order. Once an order has been dispatched, the after-dispatch rules in clauses 5.3 to 5.7 apply.

5.3

Once the correct medication has been clinically approved, dispensed and dispatched in accordance with your prescription and order, refunds are not available for a change of mind or solely because delivery attempts were missed, a parcel was returned, or a re-dispatch was required after unsuccessful delivery attempts.

5.4

Medicines supplied against a prescription are supplied specifically to you following a clinical assessment. For patient safety and legal reasons, we cannot accept the return of medicines for resale or reuse.

5.5

If medicines are returned to us (including where delivery is refused), we can only re-send them to the named patient where appropriate or dispose of them safely. We cannot reintroduce returned medicines into stock.

5.6

Side effects, adverse reactions, lack of effectiveness, or dissatisfaction with treatment do not constitute grounds for a refund, provided the medication was supplied correctly and in accordance with clinical assessment and your order. This includes dissatisfaction relating to the manufacturer or brand of a generic medicine, or differences in packaging or appearance, where the correct medicine was supplied. If you have concerns, contact us for clinical support.

5.7

We are not responsible for missed, wasted, or incorrectly administered doses, or for incorrect storage or handling after delivery. Once medication is in your possession, responsibility for its correct use and safekeeping rests entirely with you, and we cannot offer part refunds.

5.8

If our clinicians decide not to prescribe, or not to continue prescribing, we will not dispatch medication and we will issue a full refund of all amounts paid for the relevant order.

5.9

Nothing in these terms affects your statutory rights. If we have supplied the wrong item, the medicine itself is damaged on arrival, or there is a dispensing error, you must contact us promptly in line with section 11.

6. Service communications

6.1

We use email to provide delivery updates and service messages needed to fulfil your order and support safe ongoing care.

6.2

Core customer service hours are Monday to Friday, 9.00am to 4.30pm (working days, UK time). We may sometimes have support available outside core hours (including evenings and weekends), but this is not guaranteed. We may also process and dispatch orders outside core customer service hours to manage demand. Messages received outside core customer service hours, or on non-working days, are treated as received on the next working day for the purpose of cut-offs (including stopping scheduled dispatches under clause 4.5).

6.3 Phone calls and message handling

1. We may use a third-party call handling service to take messages when our team is unavailable, including out of hours or when our customer service staff are on other calls. Call handlers can take basic details and your message only. They cannot access your patient record, provide clinical advice, make changes to orders, or make promises on our behalf.
2. Phone calls to the pharmacy may be recorded for quality and training purposes.

7. Delivery terms, general

7.1

"Working day" means Monday to Friday, excluding UK bank holidays.

7.2

"Expected delivery date" means the estimated delivery date shown in your dispatch confirmation or tracking information.

7.3 Delivery services and dispatch confirmation

1. We use tracked delivery services depending on the product, service selected and delivery location. A signature may be required for certain items.
2. Delivery timescales are estimates and may be affected by courier delays outside our control.
3. Delivery timescales apply from dispatch and dispatch confirmation, not from the time you place your order. Dispatch confirmation means the parcel has been handed to the courier.
4. Tracking updates can take a short time to appear after dispatch and may not always update immediately when the courier collects the parcel.

7.4 Delivery details, dispatch timing, and preferred delivery day

1. For one-off orders (for example standard tablet treatments), we normally dispatch as soon as possible once a prescriber has approved treatment and pharmacy checks are complete. You select a delivery method at checkout. Any delivery times shown are estimates and not guarantees.
2. For treatment programmes (for example some higher-risk treatments including weight management medicines), you may be asked to select a preferred delivery day (request only, not guaranteed) and confirm your delivery address during periodic check-ins.
3. We may send email reminders before dispatch so you can review or update delivery details where available.
4. You are responsible for ensuring delivery details are correct at the time of dispatch.
5. Once a parcel has been dispatched, we cannot change the delivery address for that parcel.

7.5 Preferred delivery day requests are not guaranteed

1. A preferred delivery day is a request only. We will make best efforts to plan dispatch accordingly where reasonably possible.
2. Any delivery date shown at checkout, in your account or dashboard, in emails, or discussed during a consultation is an estimate and not a guarantee.
3. Where reasonably possible, we may plan dispatch shortly before your preferred delivery day, usually the day before, to aim for arrival on or around the preferred delivery day.
4. We cannot and do not guarantee delivery on any specific day or time.
5. General dispatch confirmation and delivery timing rules are set out in clause 7.3.

7.6 Orders cannot be conditional on delivery day or time

We do not accept orders that are conditional on delivery on a particular day or time. A preferred delivery day request does not change our cancellation and refund rules in section 5.

7.7 Orders by a fixed date or time

Online ordering is not suitable if you need a medicine urgently or by a fixed date or time. If you need delivery on a fixed date or time, we recommend using a local pharmacy service or speaking to your GP.

7.8 Weight management injections (pens) and travel

1. Weight management injections (pens) require specific handling and storage. You must be available to receive them promptly after dispatch and store them correctly, in line with the manufacturer's instructions.
2. You should not place an order or schedule a pen if you can only receive the pen on a specific day (for example the day before, or shortly before, travel) or if you will be unavailable to receive it shortly after dispatch. We do not accept orders that are conditional on delivery on a particular day or time (see clause 7.6).
3. If you are travelling or expect to be unavailable for a period of time, we strongly recommend planning ahead. Schedule your pen to be received at least 7 working days before travel (or before you become unavailable). Delivery delays and re-delivery attempts can occur, so you should ensure you can receive the parcel and store it correctly. If you are unsure, contact us before ordering.
4. If a pen cannot be delivered and is returned to us, the returned-parcel rules in clause 11.3 apply. We will assess it against manufacturer guidance and patient safety requirements and will only re-dispatch it if we are satisfied it remains suitable for its full intended course of use.
5. If a pen is returned because you were unavailable to receive it or you were unable to collect it promptly, and it cannot safely be supplied for its full intended course of use, you will need to place a new order and pay for a replacement pen. You are not entitled to require dispatch or re-dispatch for partial use only.
6. A returned weight management pen must come back to us quickly enough that, if re-dispatched, it can still reasonably be used for its full 4-dose course within the manufacturer's permitted out-of-fridge period. If it does not, we will not re-dispatch it.
7. If you are travelling and need to take more than one pen with you, contact us as early as possible. Where appropriate, we may be able to agree an alternative supply schedule (including supplying more than one pen in a single period), subject to prescriber approval, safety and regulatory requirements, and evidence of travel (for example a flight booking confirmation or travel tickets).

8. Economy delivery (Royal Mail Tracked 48 or equivalent)

8.1

Economy delivery (where available) is typically sent using Royal Mail Tracked 48 (or an equivalent tracked service). Economy delivery is not available for weight management injections (pens) and certain other medicines requiring specific handling and storage in transit.

8.2

This is an economy service and delivery may take longer than Royal Mail's stated aim of 2 to 3 working days, including for Northern Ireland and the Scottish Highlands, and tracking can sometimes update slowly.

8.3 Investigation trigger

If your economy parcel has not arrived within 10 working days from dispatch, contact us and we can open an investigation with Royal Mail.

8.4

We strongly recommend selecting premium delivery where available because it is usually faster, provides more detailed tracking, and allows courier investigations to be opened sooner than economy delivery. This may help us resolve delivery issues more quickly. Investigation timeframes and outcome targets are set out in section 11.

9. Premium delivery (DPD, UPS or Royal Mail Special Delivery)

9.1

"Premium delivery" means a faster, fully tracked courier service. For most mainland UK addresses, parcels usually arrive the day after dispatch, but this is not guaranteed. Delivery can take longer than expected and may take several working days after dispatch (for example 2 to 3 working days or longer), depending on location and courier network conditions. For Northern Ireland and the Scottish Highlands, delivery may take longer due to courier coverage and network routes.

9.2

Weekend dispatch and weekend delivery may be available for some orders depending on clinical approval, pharmacy opening times and courier coverage, but this is not guaranteed.

9.3 Premium delivery fees

1. Premium delivery fees cover the cost of a faster, fully tracked courier service.
2. Premium delivery fees are not refundable once the parcel has been dispatched, including where a parcel does not arrive on your preferred delivery day, delivery is delayed, a depot hold occurs, or a delivery attempt fails due to courier network issues outside our control.
3. If we have made an error in the delivery service applied (for example premium delivery was paid for but not applied), we will refund the difference.

9.4

Certain medicines require special handling in transit. Where applicable, they are dispatched using a premium courier service with delivery attempts and a signature required (subject to courier capability and service terms). Such parcels cannot be left in a safe place or diverted to collection points. Premium delivery aims to deliver quickly after dispatch. Weekend delivery may be attempted in some cases but is not guaranteed.

9.5 Investigation trigger

1. For premium courier services (including DPD, UPS and Royal Mail Special Delivery), we can usually open a courier investigation from the second working day after the expected delivery date.
2. For premium deliveries to Northern Ireland and the Scottish Highlands, we can usually open an investigation from the third working day after the expected delivery date due to longer transit times.

10. Post Office collection

10.1 How Post Office collection works

1. Where available, you may be able to choose Post Office collection at checkout. This delivers your parcel to a local Post Office for collection.
2. You are responsible for collecting the parcel within the time limits set by the courier or Post Office and for following any collection instructions provided in tracking updates or notifications.

10.2 Availability and restrictions

1. Post Office collection is generally intended for tablet orders. It is not available for weight management injections (pens) or other medicines that require specific handling and storage in transit.
2. Availability depends on the item, delivery address and courier service. If Post Office collection is not available, it will not be shown as an option at checkout.

10.3 Uncollected parcels and returns

1. If a parcel is not collected and is returned to us, clause 11.3 applies.
2. A return does not create a right to a refund.

11. Delivery issues and investigations

11.1 Reporting problems

1. Delivered but not received: if tracking marks your parcel as "delivered" but you believe you have not received it, you must contact us promptly and within 3 working days of it being marked delivered.
2. Missing items: if your parcel arrives but items are missing, you must contact us promptly and within 3 working days of delivery.
3. Damage: if your parcel arrives damaged (including damage to outer packaging or contents, or the medicine itself appears damaged or unsafe), you must contact us promptly and within 2 working days of delivery and before using the product.
4. Delays: if your parcel is delayed, contact us. For economy delivery we cannot open a courier investigation until 10 working days after dispatch (clause 8.3). For premium delivery we can usually open an investigation from the second or third working day after the expected delivery date, depending on the service and location (clause 9.5).
5. If you report a problem outside these time limits (where a time limit applies), or long after dispatch, we may be unable to investigate with the courier and may not be able to offer a replacement or refund.

11.2 Information and documentation

To investigate, we may ask for photos of the packaging and contents (if damaged), delivery details and confirmation, and a brief written statement of what happened. The courier may require certain declarations or claim documentation. You agree to provide the information and complete courier documentation promptly, as delays can prevent us from progressing or completing an investigation.

11.3 Returned parcels

1. If a parcel is returned to us by the courier for any reason (for example missed delivery attempts, refusal of delivery, address issues, or failure to collect), we will inspect it against manufacturer guidance and patient safety requirements.
2. Prescription medicines are dispensed for a named patient and cannot be reused or resold once they have left the pharmacy. A return does not create a right to a refund.
3. Where appropriate, we may be able to offer a one-off re-shipment to the named patient at no extra charge.
4. For medicines requiring special handling and storage (including weight management injections), we may be unable to re-ship returned parcels and we cannot store them for later re-delivery.
5. For a returned weight management pen, we will only re-dispatch if we are satisfied it remains suitable for its full 4-dose course within the manufacturer's permitted out-of-fridge period.
6. If a returned weight management pen or other medicine requiring special handling cannot safely be re-dispatched, we will dispose of it for safety.
7. If such a medicine is returned because you were unavailable to receive it or did not collect it promptly, you will need to place a new order and pay for a replacement if it cannot be safely re-dispatched.

11.4 Delivery investigations and next steps

1. Where a parcel is reported as missing, misdelivered, or marked delivered but not received, we may need to complete a courier investigation before we can issue a replacement or refund.
2. This is particularly important for prescription medicines, which cannot be reused or resold once they have left the pharmacy. We have legal and professional duties to take steps to avoid duplicate supplies of prescription medicines.
3. Investigation timing depends on the service used, as set out in sections 8 and 9.
4. During investigations, tracking updates may be delayed or temporarily unavailable and some parcels may still arrive during this period.
5. Once an investigation is opened and we have any required courier documentation from you, we aim to confirm a resolution within 5 working days of opening the investigation for most deliveries. For deliveries to Northern Ireland and the Scottish Highlands, investigations may take longer and we aim to confirm a resolution within 7 working days of opening the investigation.
6. We will progress the investigation as quickly as possible once we have the information the courier requires. If we cannot confirm an outcome within these timeframes we will contact you with an update and next steps.
7. If the courier confirms that the parcel has been lost in transit or misdelivered, we will confirm the appropriate next steps. In most cases, this will be a free replacement, and in some cases we may offer a refund.

11.5 Delivered but not received

We are not responsible for loss or theft after the courier confirms delivery to the delivery address provided, unless the courier investigation confirms loss or misdelivery.

11.6 Proof of delivery

1. We use courier delivery records to investigate delivery issues. These records may include tracking events, delivery scans, GPS location data and delivery photos where provided.
2. If courier records indicate delivery to the delivery address provided, we will normally treat the parcel as delivered unless the courier investigation confirms loss or misdelivery.
3. You agree to provide reasonable information to help progress an investigation and to complete courier documentation if required.
4. If tracking shows the parcel as delivered, you should check promptly around your property, any nominated safe place and with household members. If you cannot locate it, contact us in line with clause 11.1.

11.7 Cosmetic damage to outer packaging

Damage to outer packaging can occur during courier handling. We do not offer refunds or replacements where the concern relates only to cosmetic damage to the outer packaging and there is no evidence of damage to the medicine itself. If the medicine itself appears damaged or unsafe to use, do not use it and contact us promptly in line with clause 11.1.

12. Complaints and feedback

12.1

Complaints may be made by email or in writing. We recommend including your full name and order reference where available so we can locate your record quickly.

12.2

Complaints are handled by our Superintendent Pharmacist, Shirin Jazayeri (GPhC registration number 2067461).

12.3

Our complaints process is included within our Legal Information page on our website.

13. Legal information and policies

13.1

Our Legal Information page contains our company details, pharmacy regulation information, statutory information, additional website terms, our Privacy Policy (including information about cookies), and our complaints procedure.

13.2

Our Refund and Delivery Policy page provides a plain English summary of our delivery services, investigation process, and refund position. If there is any conflict, these Terms and Conditions apply.