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1.These Terms and Conditions

These terms and conditions set out the basis on which you may make use of the website…………. (our “ site”), whether as a guest or a registered user. Please read these terms of use carefully before you start to use our site.

By using our site, you indicate that you accept these terms and that you agree to abide by them. If you do not agree to these terms, you must not use our site.

2. Definitions and interpretation

In these Terms, the following definitions are used:

Contract – Any agreement between the Seller and the Customer for the sale of Goods

Customer/you – You (the person who purchases the Goods from the Seller)

Order Confirmation – An email from the Seller to the Customer acknowledging that the order for the Goods has been accepted in accordance with these Terms

Goods – The Goods that are being sold to the Customer on this website

Privacy Policy – The terms that set out how the Seller will deal with the confidential and personal information received from the Customer via the Website

Seller/we – The person or business who is selling the Goods known as Complete Online Pharmacy.


Terms – The terms and conditions set out in this document, including any Website terms of use and the Privacy Policy and which apply to any Contract;

Website – The Seller’s Website on which the Goods are advertised.

3. Information about us

Our site is operated by Complete Online Pharmacy. We are a company registered on companies house under company number …….. Our registered office address is: Javid House, 115 Bath street, Glasgow, G2 2SZ, UK. Our VAT number is: ……… We are a limited company, Complete Online Healthcare Limited.

We are regulated by the Medicines and Healthcare products Regulatory Authority and are registered with General Pharmaceutical Council.

You can contact us using the following email address: …………………….. or by telephone using the following number 0000000000

4. General Pharmaceutical Council (GPhC)

We are a fully registered online pharmacy with the GPhC and our registration can be checked by clicking the following link ……

5. Medicines and Healthcare products Regulatory Authority (MHRA)

We are a fully registered online pharmacy with the MHRA and our registration can be checked by clicking the following link……

6. Healthcare Improvement Scotland (HIS)

As a provider of an independent healthcare service, Complete Online pharmacy is required by law to be registered with Healthcare Improvement Scotland (HIS) under the Health and Social Care Act 2008. This ensures that the quality of care we provide meets national standards and our patients are safeguarded. As a result of our registration, HIS carry out a formal assessment of Complete Online pharmacy. To see our registration status, you can click the following link…..

7. We may make changes to these terms

We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time.

8. We may make changes to our site

We may update and change our site from time to time to reflect changes to our products, our user’s needs and our business priorities or for any other reason.

9. We may suspend or withdraw our site

We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

10. Site Accessibility

The Seller cannot guarantee that the Website will operate continuously or without interruptions or be error-free. You must not attempt to interfere with the proper working of the Website and, in particular, you must not attempt to tamper with, hack into, or otherwise disrupt the Website or any computer system, server, router or any other internet-connected device. The Seller cannot and does not guarantee or warrant that any content of the Website will be free from infection, viruses and/or other code that has contaminating or destructive properties. You are responsible for implementing sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the safety and reliability of data input and output.

11. Website use

This Website is for personal and non-commercial use. All content on this Website is for information purposes only and is not a substitute for professional medical advice; rather it is designed to support, not replace, the relationship between you and your healthcare providers. You should make sure that you carefully read all product packaging and labels prior to use. If you have, or suspect you may have, a health problem you should consult your regular doctor. Please consult your doctor before taking any new product, particularly if you are already under medical care.
You must not use our website or services for emergencies. In emergencies, you should contact 999 or NHS 24 on 111 if the emergency is not life threatening.

12. Payment

Payment for all medicines should be made following your consultation. Payment must be made on the website using a major credit or debit card. (Sagepay)

13. Security & Privacy

Complete Online Pharmacy uses security technology, including firewalls and Secure Socket Layers to protect information submitted through this website. We do not have access to your financial information which is securely transferred directly to our card processing agents, who securely process it on our instructions.

During your visit to our site we may gather certain personal information that is necessary to set up your account, for the purposes of billing, delivery of your medicine and queries. We only keep your information for as long as is necessary to process your order, process any applicable refunds, and respond to any complaints/feedback or to provide you with promotional information you have subscribed to.

Electronic transmissions are never completely private or secure therefore we encourage customers to ensure that any computer (tablet or smart phone) you use to access your online patient record is suitably protected from potential interception.

Complete Online Pharmacy complies with the Data Protection Act 1998. We will use the information you provide with other information we obtain about you to administer and provide the goods and/or services you request. We will not share your personal information with any organisation other than those directly involved in delivering these services, namely the dispensing pharmacy and the courier service. This service does not take responsibility to inform your regular GP of the medication prescribed by our doctors. If you want us to do this, we would require your GP details and your consent.

14. Information about making a purchase

When providing any information to the Seller, the Customer undertakes that all information provided via the Website is accurate, current and complete, and to notify the Seller of any changes which may mean that the information is inaccurate.

A Customer may only purchase Goods from the Website if they are eligible to enter into a contract and are at least 18 years old.

15. Details on website

The images of the products on our Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the products. Your products may vary slightly from those images.

16. How the order is processed

The order process is as set out on the Website. It is the Customer's responsibility to check that they have used the ordering process correctly.

After an order has been placed on the Website, the Customer will receive an e- mail acknowledging that the Seller has received the order (Order Confirmation). Once an order is placed, it becomes legally binding on the Customer. Submission of an order does not mean that the Seller has accepted the order for the Goods unless and until an Order Confirmation is given to the Customer. If the Seller is unable to supply the Goods, for example, because the Seller deems that the information provided by the Customer does not fall within the

clinical guidelines for fulfilling the Order,  those Goods are not in stock or no longer available or because of an error in the price on the Website, the Seller will inform the Customer of this and will not process the order (even if it has already given the Customer an Order Confirmation). If the Customer has already paid for the Goods, the Seller will refund the full amount as soon as possible.

It is the responsibility of the Customer to ensure that the Order Confirmation is complete and accurate and to inform the Seller immediately of any errors. The Seller is not responsible for any inaccuracies in the order placed by the Customer.

17. Account

If you create an account on our website, you agree that you are responsible for maintaining the confidentiality of the password you choose during the registration process, and you are solely responsible for all activities that occur under your name and password.

18. Delivery

Timescales for delivery and delivery charges will vary depending on the availability of the Goods and the Customer's address. Estimated delivery timescales and prices are set out on the Website. Whilst the Seller will use reasonable endeavours to meet any delivery dates, all delivery dates are estimates and approximate only.

When placing an Order on the Website, the Customer confirms that it is safe and appropriate for a package containing medicines to be posted through the Customer's letterbox, if the carrier is able to do so. The Customer shall notify the Seller if it is not safe for the package to be posted through the letterbox, for example due to animals or small children. The Seller will endeavour to use tamper-proof packing, where possible.

The Seller may employ a reputable carrier to deliver the Goods. If the Customer is asked for a signature upon delivery, it is the responsibility of the Customer to examine the Goods before signing.

Occasionally, delivery to the Customer may be affected by circumstances beyond the control of the Seller.

19. Pricing

All prices on this website are in GBP and include VAT unless expressly stated otherwise. We take care to ensure that all pricing information on our website is accurate but occasionally there may be an error. In the event that an error has occurred and the price charged is different, we will act to refund the difference. There is a small private prescription fee applied when the doctor issues you with a private prescription. It must be noted no private prescription fee applies when a pharmacist Independent prescriber issues a private prescription.

20. The seller’s liability

If the Seller fails to comply with these Terms, the Seller is responsible for loss or damage suffered by the Customer that is a foreseeable result of the Seller's breach of the Terms or the Seller's negligence, but the Seller is not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of the breach or if the loss was contemplated by the parties at the time the order was accepted by the Seller.

The Seller supplies the Goods for domestic and private use. The Customer agrees not to use the Goods for any commercial, business or re-sale purpose. The Seller has no liability to the Customer for any loss of profit, loss of business, business interruption, or loss of business opportunity, or for any indirect, special or consequential loss.

The Seller does not exclude or limit in any way its liability for: Death or personal injury caused by its negligence or the negligence of its employees, agents or subcontractors;

Fraud or fraudulent misrepresentation;

Breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or

Breach of the terms implied by sections 13, 14 and 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and defective Goods under the Consumer Protection Act 1987.

21. Circumstances beyond the control of the seller

The Seller will not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from any cause that is beyond its reasonable control. In these circumstances:

The Seller will contact the Customer as soon as reasonably possible to notify the Customer. The Seller's obligations under these Terms will be suspended and the time for performance of the Seller's obligations will be extended for the duration of the circumstances beyond its control. Where necessary, the Seller will contact the Customer to arrange a new delivery date with the Customer after the circumstances beyond its control are over; and

22. Customer cancellation and returns rights

Please see our Returns & Cancellation policy.

23. Delivery of orders

Please see our Delivery policy

24. Refunds Policy

Your refund will automatically be processed within 5-7 working days but in some cases can take up to 14 days. Please see below for products excluded from this policy. Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. This policy only applies if the Item(s) is undamaged, unopened, in their original packaging with seals unbroken.

25. Complaints Procedure

Complete Online Pharmacy aims to maintain 100% customer satisfaction, but we realise there maybe instances where this is not the case. We operate a continuous improvement policy in customer care and try our best to get things right first time. If you are unhappy with anything please contact us immediately and our staff will be more than happy to rectify any issues you may have. For complaints please direct your concerns to …………. We will endeavour to respond to you within 48 hours.

25. Complaints Procedure

Complete Online Pharmacy aims to maintain 100% customer satisfaction, but we realise there maybe instances where this is not the case. We operate a continuous improvement policy in customer care and try our best to get things right first time. If you are unhappy with anything please contact us immediately and our staff will be more than happy to rectify any issues you may have. For complaints please direct your concerns to …………. We will endeavour to respond to you within 48 hours.

26. Supplying of prescription and non-prescription medication

By completing an Online Doctor consultation, you are confirming and truthfully stating that:

  1. You are an adult of at least 18 years of age, resident in the UK, and you have completed the consultation yourself in full out of your own free will. You confirm that you have the mental capacity to make informed decisions about your own healthcare and understand the side effects and associated risks of the medication(s) that you have requested.
  2. You know of no reason that you should not receive the treatment(s) for which you are having a consultation, for health reasons or otherwise.
  3. You have recently been reviewed by your current GP who has evaluated your current state of health and has deemed it to be of a satisfactory level. You will immediately contact your local GP or another registered doctor for a consultation should the need arise from side effects or other complications following the use of the prescribed treatment(s).
  4. All medication provided by Complete Online Pharmacy following a consultation with the Online Doctor is for personal use only and will not be passed or sold on to any third party or used to stockpile a supply beyond what can be considered adequate use.
  5. You confirm that you have read and understood all information given on this website regarding your condition and the treatment(s) that you request. You also confirm that you will read the accompanying Patient Information Leaflet before taking any medicines that you receive.
  6. Where you have previously used the medication(s) requested from the Online Doctor, you have not experienced side effects or other reactions that would mean it was unsuitable for you to take the medication(s) you have requested.
  7. You give permission for the details of this consultation to be shared with a UK-based prescriber employed by complete online pharmacy Doctor service who will act in an adjunct capacity to your local GP, not to replace them, and assess your consultation for suitability of the issue of a prescription for my requested medication(s).
  8. You wish for complete online pharmacy to dispense your prescription, if it is issued by the prescriber. You understand that you cannot obtain the prescription for dispensing at another pharmacy.
  9. Before you begin to take any new medicines that you have not disclosed in your consultation with the Online Doctor you will consult a registered doctor or pharmacist for approval of the suitability with all of your current medications and take full responsibility for doing so.
  10. You confirm that you have filled in your consultation truthfully, to the best of your knowledge and ability.
  11. You understand that for your own safety it is essential that you fully disclose all the personal details, medical and drug history that is requested in the consultation and that omitting information or knowingly providing incorrect information can result in harm to you.