Terms & Conditions

Please read these Terms carefully before ordering any Products from our site. You should understand that by ordering any of our Products, you agree to be bound by these Terms.

You should print a copy of these Terms for future reference, however please note paragraph 20 below which explains that we may change these Terms from time to time. Please understand that if you refuse to accept these terms, you will not be able to order any Products from our Site.

1. INFORMATION ABOUT US

1.1 Pharmacy Planet is UK Based business with registered address at, 4 Unit progress Business centre, SL1 6DQ - Email: headoffice@pharmacyplanet.com

2. SERVICE AVAILABILITY

Our site can be accessed from any geographical location. The service is provided from the UK.

3. YOUR STATUS

By placing an order through our Site, you warrant that:

(a)  You are legally capable of entering into binding contracts and

(b)  You are at least 18 years old (c) If you are accessing the site from a location outside of the UK, you are responsible for compliance with your local laws and regulations which govern access to medicines and advice.

4. REGISTERING

To register with Pharmacy Planet you must be over eighteen years of age. You must ensure that the details provided by you on registration or at any time are correct and complete. You must inform us immediately of any changes to the information that you provide when updating your personal details.

5. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US

5.1  After placing an order through our Site, you will receive an email acknowledging that we have received your order. This acknowledgement confirms receipt of your order only and does not mean that your order has been accepted or that a prescription has been issued.

Your order constitutes an offer to purchase the relevant Products or Services from us. Prescription-only medicines are subject to a clinical assessment by an appropriately authorised prescriber before they can be approved and dispensed. Completion of an online consultation or payment for an order does not guarantee that a prescription will be issued or that the Products will be supplied.

All orders are subject to acceptance by us and, where applicable, clinical approval. We may request additional information or evidence before a clinical decision is made.

The Contract between you and us for the supply of Products will only be formed when we send you a Dispatch Confirmation confirming that the relevant Products have been dispatched. The Dispatch Confirmation will confirm the Products that form part of the Contract.

If your order is not clinically approved, cannot be fulfilled, or is otherwise rejected before dispatch, no Contract for the supply of the relevant prescription medicine will be formed. Where applicable, any refund due will be processed in accordance with our Refunds and Cancellations Policy.

5.2 The Contract will relate only to those Products or services whose dispatch we have confirmed in the Dispatch Confirmation. We may choose not to accept your order, or any part of it, for any reason and will not be liable to you or to anyone else in those circumstances. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation. If the Products that you have offered to buy are not available we will notify you of this by email. If we do not accept your order, or any part of it, and/or we notify you that any Product that you have offered to buy is unavailable, any cash refund that we make will be by a payment to the original payment card that you used when you paid for that Product..

6. OUR PRODUCTS

The sale of any Product by us does not mean that we consider it safe or suitable for you and/or the person who you have bought it for. Before buying any of our Products you must, where appropriate, check with a suitably qualified medical practitioner or pharmacist that it is safe and suitable for you and/or for the person who you have bought it for, and follow their advice on any appropriate dosage and/or other limitation that they consider advisable in respect of the Product’s use. Before using the Product, you must read and make sure that you understand any instructions on its label and/or which may accompany it. Without prejudice to the warranty given in paragraph 11.1 below, we give no warranty that any Product will be effective, and/or appropriate or suitable, for you and/or the person who you have bought it for, and, without prejudice to the general nature of the disclaimer in paragraph 11, we disclaim all liability arising as a result of any Product proving to be unsafe or unsuitable for you and/or any person who you have bought it for and/or as a result of any failure to follow any instructions on the label and/or accompanying the Product.

7. AVAILABILITY AND DELIVERY

7.1 Subject to due payment for the Products as set out in paragraph 10.6 below, our order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then within 30 days of the date of the Dispatch Confirmation, unless there are exceptional circumstances

7.2 Temperature-Sensitive Products

Certain Products require refrigerated storage, typically between 2°C and 8°C, or otherwise require temperature-controlled handling. Where applicable, we will package these Products using appropriate temperature-maintaining packaging in accordance with our delivery procedures and the relevant manufacturer’s requirements for up to 120 hours (5 days) during transit.

Where a temperature-sensitive Product remains in transit for longer than 120 hours, the Product may remain suitable for use at room temperature for up to a further 30 days following the initial 120-hour period, where this is permitted by the relevant manufacturer’s storage and stability guidance.

Customers must inspect temperature-sensitive Products promptly upon delivery and follow the storage instructions provided with the Product, including the manufacturer’s Patient Information Leaflet and any additional instructions supplied with the order.

If a temperature-sensitive Product has been delayed in transit, exposed to temperatures outside the recommended storage conditions, or if you are otherwise concerned about the condition or suitability of the Product, you should not use it until you have obtained appropriate advice from a pharmacist, the manufacturer, or another suitably qualified healthcare professional.

The stability and permitted temperature excursions of medicines vary between Products. Where the manufacturer provides specific guidance regarding storage outside the recommended temperature range, the manufacturer’s specific storage and stability guidance will apply.

Pharmacy Planet cannot guarantee the suitability of a temperature-sensitive Product where it has been stored or handled contrary to the manufacturer’s instructions after delivery. Customers are responsible for ensuring that refrigerated Products are stored appropriately immediately upon receipt.

7.3 If you are ordering an Item from outside the UK, you warrant that you are legally able to order and receive this item at the delivery location. You are responsible for all local laws that govern ordering and acceptance of items you have ordered from Pharmacy Planet. Pharmacy Planet is a UK pharmacy and warrants all laws in the UK are followed.

Failed Deliveries and Returned Orders

1. Delivery Attempts and Incorrect Delivery Information

Our courier will attempt delivery on multiple occasions and may leave a calling card and/or notification where delivery has been unsuccessful. It is the customer’s responsibility to ensure that the delivery address provided at the time of ordering is accurate and complete, and to make appropriate arrangements to receive the goods or liaise directly with the courier to rearrange delivery.

If a customer provides an incorrect, incomplete or outdated delivery address and notifies Pharmacy Planet after the order has been dispatched, we may be unable to amend or redirect the delivery. The customer remains responsible for ensuring that the delivery information provided is correct before dispatch.

Where an order cannot be successfully delivered due to an incorrect or incomplete address provided by the customer, or where the customer fails to make appropriate arrangements to receive or rearrange delivery, Pharmacy Planet will not be responsible for the resulting delivery failure and will not be required to provide a full refund or complimentary replacement.

Where the parcel is returned to Pharmacy Planet as a result of unsuccessful delivery, any refund or re-dispatch will be considered in accordance with our Returns, Refunds and Delivery policies. Any refund provided may be subject to deduction of reasonable delivery and return costs incurred by Pharmacy Planet.

For prescription medicines, any re-dispatch is also subject to the prescription remaining valid and sufficient for the replacement supply to be legally and clinically authorised.

Requested Delivery Days and Times: Any requested or estimated delivery date, day or time slot is provided as a guide only and cannot be guaranteed. Although Pharmacy Planet will use reasonable efforts to dispatch orders in time for the requested delivery day or timeframe, delivery is carried out by third-party couriers and may be affected by circumstances outside our reasonable control. Pharmacy Planet will not be responsible for delays, missed delivery estimates or delivery taking place on a different day or at a different time from that requested, provided that we have taken reasonable steps to process and dispatch the order appropriately. Customers should not rely on delivery taking place on a specific day or within a specific time slot and must make appropriate arrangements to receive and promptly store any temperature-sensitive Products. Nothing in this section limits any rights or remedies available to customers under applicable consumer law.

2. Returned Orders

If an order is returned to Pharmacy Planet due to unsuccessful delivery attempts, a full refund will not be provided. A deduction reflecting the courier charges reasonably incurred by Pharmacy Planet will be applied. If you have agreed with our team for a refund, a reimbursement of delivery costs will not be issued.

3. Exemptions for Prescription Medicines

Please note that once dispatched, prescription-only medicines are non-returnable and non-refundable under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, for reasons of health protection and hygiene. Refunds will only be provided where the product is faulty, damaged, or has been dispensed in error.

4. Mitigating Circumstances

To support the safe and lawful supply of prescription-only medicines, each prescription may be dispensed only in accordance with the quantity and frequency authorised by the prescriber. We cannot use the same prescription to issue a duplicate supply while the original medication remains in transit, unless a further supply has been clinically authorised and a new prescription has been issued where required.

8. RISK AND TITLE

8.1 The Products will be at your risk from the time of delivery

8.2 Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.

9. PRICE AND PAYMENT

9.1 The price of any Products will be as quoted on our Site from time to time, except in cases of obvious error.

Pharmacy Planet will charge VAT on all sales, as required, and/or at the rate required, by UK law. By purchasing through pharmacy planet you will be charged for a clinical consultation and/or the price for the medication/item. The price quoted will include both the consultation and the medication/item (if applicable).

9.2 All prices quoted exclude delivery costs, which will be added to the total amount due as set out in our Delivery Guide which is accessible from the store menu.

9.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.

9.4 Our site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product’s correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If a Product’s correct price is higher than the price stated on our site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.

9.5 We are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you a Dispatch Confirmation, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mis-pricing.

9.6 Payment for all Products must be by credit, debit card, Bank Transfer or by other means. We accept payment with the following cards: Maestro, Delta, Visa and MasterCard. We will charge your credit or debit card at the time that you place your order, but will not be obliged under any circumstances to send you a Dispatch Confirmation and/or accept or despatch your order, if there is a problem with the authorisation of the full payment on your credit or debit card.

9.7 All items are subject to UK tax and VAT (where applicable). If an item is being ordered from abroad, you warrant that you will be responsible for any additional costs and taxes that maybe applicable. Pharmacy Planet will not be liable for any costs arising from ordering or using the service from outside the UK.

10. RETURNS & CANCELLATIONS POLICY

Prescription and Medical Products

For safety reasons, we do not accept returns of medical products, including prescription or non-prescription medicines.

If you have unwanted medicine, however, this must be returned to us for safe disposal and patient safety regulation.

As a result, we are unable to offer refunds for returned prescription treatments unless they fall under the following circumstances:

• The product is confirmed to be damaged or defective. Where a product is reported as damaged or defective, we may require evidence and/or for the product to be returned to the manufacturer for investigation. A refund or replacement will only be considered once the manufacturer has confirmed that the product is faulty or defective.
• The wrong product has been sent to you.
• We have made a mistake in fulfilling your order.

If your order falls under one of these categories, please contact our support team as soon as possible. In some cases, we may require evidence such as a photograph of the damaged, defective, or incorrect product.

We are unable to reimburse the cost of return delivery unless otherwise agreed upon with our customer care team.

Temperature-Sensitive (Fridge Line) Products

Products that require refrigerated storage, including injectable weight loss medications such as Wegovy and Mounjaro, must be inspected upon delivery.

1. Reporting damages: Any damage to a fridge line product must be reported to our customer care team within 24 hours of delivery. Reports made outside this window may not be eligible for a refund or exchange.
2. Exchanges and refunds: Where damage is reported within 24 hours, we will offer an exchange or refund provided the product has not been used and can be returned to us. For prescription medicines, any refund or exchange remains subject to the conditions set out above under Prescription and Medical Products.
3. Faulty products: Any product found to be faulty must be returned to the manufacturer in accordance with their returns process. Our customer care team can provide the relevant manufacturer contact details and assist you with this process where required.
4. Replacement Requests: Prescription medicines must be supplied in accordance with a valid prescription and the quantity authorised by the prescriber. We cannot issue multiple supplies or replacement packages against the same prescription while the original supply remains unaccounted for.

   Where an order is reported as lost, missing, damaged or faulty, the matter must first be investigated and the circumstances confirmed before a replacement can be considered. This may involve an investigation by the courier, manufacturer or relevant delivery service, depending on the circumstances. Under the Human Medicines Regulations 2012, medication may only be supplied in the quantity authorised by the prescriber.

   A replacement may only be considered once the investigation has been completed and it has been confirmed that a replacement is appropriate, subject to the prescription remaining valid and the supply being clinically and legally appropriate.

Order Cancellations

You may cancel your prescription order up until the point it has been approved by a clinician. Once approved, cancellations are no longer possible.

If this is your first order and your prescription has not yet been processed, you can request cancellation by emailing headoffice@pharmacyplanet.com or by contacting our Head Office by telephone during our opening hours. Our clinical team will then reject your order and issue you a refund.

Please be aware that cancellation requests are subject to our Head Office opening hours. If your order is approved before your cancellation request can be actioned, we may no longer be able to cancel the order. We therefore recommend contacting us as soon as possible if you wish to cancel an order.

Non-prescription product orders may be cancelled in line with our standard returns policy.

Non-Medical Product Returns

For non-medical products, you have 7 days from the day after you receive the product to change your mind and request a return. If your order is split into multiple deliveries, you have 7 days from the last delivery to request a return.

However, this excludes sealed products that are not suitable for return due to health or hygiene reasons, unless they:

• Were damaged or faulty upon delivery.
• Were incorrectly delivered.
• If a product is damaged, defective, or incorrect, please notify us as soon as possible. We will either replace the product or issue a refund for the amount paid.

Refunds 

Where a refund has been agreed or is otherwise due, we will process the refund in accordance with these Terms and any applicable statutory rights.

For products reported as damaged, defective or incorrectly supplied, you must notify our customer care team as soon as possible and provide any information or evidence reasonably requested. This may include photographs, videos, packaging information, batch numbers or other relevant details.

Where a product is reported as faulty or defective, we may require supporting evidence and/or the product to be returned to the relevant manufacturer for investigation. Where manufacturer confirmation is required, a refund or replacement will only be considered once the manufacturer has completed its investigation and confirmed that the product is faulty or defective.

For prescription medicines, we are unable to accept unwanted or used medicines for resale. Where a prescription medicine has been dispensed and supplied correctly, refunds will not ordinarily be available simply because the patient has changed their mind or no longer wishes to use the medicine, subject always to any statutory rights that may apply.

Where an order is reported as lost, missing or undelivered, we may need to investigate the matter with the relevant courier before a replacement or refund can be considered. We cannot issue multiple supplies or replacement packages against the same prescription while the original supply remains unaccounted for. A replacement may only be considered once the relevant investigation has been completed and the circumstances have been confirmed.

Where an order cannot be delivered because an incorrect, incomplete or outdated address was provided by the customer, or where the customer fails to make appropriate arrangements to receive or rearrange delivery, any refund or replacement will be considered in accordance with our Delivery and Returns policies. Reasonable delivery and return costs incurred by Pharmacy Planet may be deducted where applicable.

For temperature-sensitive or refrigerated Products, customers must inspect the Product promptly upon delivery and follow the manufacturer’s storage instructions. If a temperature-sensitive Product has been delayed in transit or there is any concern regarding its storage conditions, customers should contact us before using the Product. Where necessary, we may require the circumstances to be investigated before a refund or replacement can be considered.

We do not automatically issue refunds or replacements where a temperature-sensitive order has been subject to a delivery attempt within the applicable delivery timeframe but the customer has not made appropriate arrangements to receive or rearrange delivery. Each case may be reviewed in accordance with our Delivery Policy and any applicable statutory rights.

Refunds will normally be processed using the same payment method used for the original purchase, unless otherwise agreed or required by law.

Once a refund has been processed by Pharmacy Planet, it will typically take 4–5 working days to appear in your bank account. The exact timeframe may vary depending on your bank or payment provider, and Pharmacy Planet cannot control the processing time once the refund has been released.

If you believe you are entitled to a refund, replacement or other remedy, please contact our customer care team as soon as possible. Our team may request further information or evidence to allow us to investigate the matter and determine the appropriate resolution.

Nothing in these Terms is intended to exclude or restrict any statutory rights or remedies that you may have under applicable consumer protection legislation.

11. OUR LIABILITY

11.1 We warrant to you that any Product purchased from us through our Site is of satisfactory quality.

11.2 Our liability in connection with any Product purchased through our Site is strictly limited to the purchase price of that Product and any advice that was imparted by our clinical team.

11.3 This does not include or limit in any way our liability:

(a)   For death or personal injury caused by our negligence

(b)   Under section 2(3) of the Consumer Protection Act 1987

(c)   For fraud or fraudulent misrepresentation or

(d)   For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

11.4 We accept no liability for any loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data, waste of management or office time or for any indirect or consequential loss or damage of any kind however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

12. WRITTEN COMMUNICATION

Applicable laws require that some of the information or communications we send to you should be in writing. When using our Site, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on our Site. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

13. NOTICES

All notices given by you to us must be given to headoffice@pharmacyplanet.com. Any notices to us must be in the English Language. We may give notice to you at either the e-mail or postal address you provide to us when placing an order, or in any of the ways specified in paragraph 13. Notice will be deemed received and properly served immediately when posted on our site, 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee.

14. TRANSFER OF RIGHTS AND OBLIGATIONS

14.1 The contract between you and us is binding on you and us and on our respective successors and assigns.

14.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.

14.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.

15. EVENTS OUTSIDE OUR CONTROL

15.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).

15.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

(a)   Strikes, lock-outs or other industrial action.

(b)   Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threator preparation for war

(c)   Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster.

(d)   Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or privatetransport.

(e)   Impossibility of the use of public or private telecommunications networks.

(f)    The acts, decrees, legislation, regulations or restrictions of any government.

15.3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.

16. WAIVER

16.1 If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.

16.2 A waiver by us of any default shall not constitute a waiver of any subsequent default.

16.3 No waiver by us of any of these terms and conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with paragraph 13 above.

17. SEVERABILITY

If any of these terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law

18. ENTIRE AGREEMENT

18.1 These Terms and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any Contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.

18.2 We each acknowledge that, in entering into a Contract, neither of us has relied on any representation, undertaking or promise given by the other or be implied from anything said or written in negotiations between us prior to such Contract except as expressly stated in these terms and conditions.

18.3 Neither of us shall have any remedy in respect of any untrue statement made by the other, whether orally or in writing, prior to the date of any Contract (unless such untrue statement was made fraudulently) and the other party’s only remedy shall be for breach of contract as provided in these terms and conditions.

19. OUR RIGHT TO VARY THESE TERMS AND CONDITIONS

19.1 We have the right to revise and amend these Terms from time to time.

19.2 You will be subject to the policies and Terms in force at the time that you order Products from us, unless any change to those policies or these Terms is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these Terms before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the Terms, unless you notify us to the contrary within seven working days of receipt by you of the Products).

20. LAW AND JURISDICTION

Contracts for the advice or purchase of Products through our Site will be governed by English law. Any dispute arising from, or related to, such Contracts shall be subject to the exclusive jurisdiction of the courts of England. You and we both agree that the courts of England have exclusive jurisdiction to hear, settle and/or determine any dispute, controversy or claim arising out of or in connection with the use of www.pharmacyplanet.com. For these purposes, each party irrevocably submits to the jurisdiction of the English courts.

21. CLINICAL INFOMRATION

Some of our products will require you to input medical information and medical history. You must make best endeavours to ensure the information you provide is wholly accurate. Our clinical team will be using the information provided to make a judgement as to the suitability of a medication or treatment. If you are unsure as to the clinical information requested, you must not proceed to make an order but should contact headoffice@pharmacyplanet.com for further advice. Pharmacy Planet will not be liable for harm or loss arising from omissions or inaccurate information provided to the clinical team.

22. I.D Verification

Items ordered on Pharmacy Planet will require I.D Verification. You agree to allow Pharmacy Planet to verify your identity through a third party provider (Lexis Nexis and/or Jumio).

23. ACCESS TO MEDICAL RECORDS

Some medicines available through Pharmacy Planet require a prescription. To confirm that these medicines are safe and suitable for you, our registered clinicians may need to review your medical history.

If you live in England or Wales, you consent to our clinicians accessing your Summary Care Records (SCR) for this purpose. Access to your SCR is carried out by Touchwood Pharmacy, who act as a data processor on our behalf.

Touchwood Pharmacy only uses your personal information to view your SCR and confirm the suitability of your prescribed medication. They do not use your data for any other purpose and are bound by data protection laws and our contractual agreement.

If our clinicians are unable to confirm suitability based on the available information, they may request to contact your GP or healthcare provider to verify relevant medical details. You have the right to refuse this access or sharing of information, but if suitability cannot be confirmed, your order may not be processed.

Lawful Basis for Processing:

Processing your personal data for this purpose is necessary for the performance of a contract (Article 6(1)(b) UK GDPR) and for the provision of healthcare and treatment (Article 9(2)(h) UK GDPR).

Data Controller:

Pharmacy Planet is the data controller responsible for your personal data. Touchwood Pharmacy acts as a data processor for the limited purpose of accessing your SCR in connection with your order.