24 HR PHARMACY TERMS AND CONDITIONS POLICY

OUR TERMS:

1. THESE TERMS

   1. These are the terms and conditions on which we supply products and medication to you, whether these are goods, services or digital consultations.
   2. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2. INFORMATION ABOUT US AND HOW TO CONTACT US

   1. We are 24 HR Pharmacy a company registered in Scotland. Our company Next Gen Pharma Ltd registration number is SC762525 and our address is Studio 5, Sir James Clark Building, Abbey Mill Business Centre, Seedhill, Paisley, PA1 1TJ. Our registered VAT number is 445475377.
   2. You can contact us by emailing our customer service team at hello@24hrpharmacy.co.uk or by writing to us at 24 HR Pharmacy Studio 5, Sir James Clark Building, Abbey Mill Business Centre, Seedhill, Paisley, PA1 1TJ.
   3. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
   4. When we use the words “writing” or “written” in these terms, this includes emails.

3. OUR CONTRACT WITH YOU

   1. Our acceptance of your order will take place when we email you to say your order has been approved, at which point a contract will come into existence between you and us.
   2. If we are unable to accept your order, we will inform you of this and will process a full refund which will take 5-7 working days depending on your bank. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product, because we are unable to meet a delivery deadline you have specified or most likely because our healthcare practitioners believe the product requested isn’t suitable for you. They will however make every effort to advice you of a more suitable product or treatment instead.
   3. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
   4. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from addresses outside the UK.

4. OUR PRODUCTS

   1. 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 a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. Furthermore it is important to note the products supplied will vary from time to time due to stock changing from the manufacturers so the picture displayed is no guarantee of what you will receive but the generic drug will be the same including strength, form and quantity unless agreed otherwise.

5. YOUR RIGHTS TO MAKE CHANGES

   1. If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8).

6. OUR RIGHTS TO MAKE CHANGES

   1. We may change the product to reflect changes in relevant laws and regulatory requirements and to implement minor technical adjustments and improvements. These changes will not affect your use of the product. Our healthcare practitioners can and will make suggestions to a more suitable treatment or medication if the one you have ordered isn’t suitable for you after they review your consultation form.
   2. In addition, we may make changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.

7. PROVIDING THE PRODUCTS

   1. The costs of delivery will be as displayed to you on our website.
   2. During the order process we will let you know when we will provide the products to you.
   3. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
   4. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, the courier will leave you a note informing you of how to rearrange delivery or collect the products from your local depot.
   5. If you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.
   6. If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and clause 10.2 will apply.
   7. You have legal rights if we deliver any goods late. If we miss the delivery deadline for any goods then you may treat the contract as at an end straight away if any of the following apply:
   8. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause 7.8, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.
   9. If you do choose to treat the contract as at an end for late delivery under clause 7.8 or clause 7.9, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled goods and their delivery. If the goods have been delivered to you, you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please email customer services us on hello@24hrpharmacy.co.uk for a return label or to arrange collection.
   10. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us. Our responsibility ends after the courier collects your parcel. Furthermore, it is your responsibility to use the medicines as directed or instructed on the. Any issues arisen from failing to use the medication as we have instructed will be your responsibility.
   11. You own a product which is goods once we have received payment in full.
   12. We may need certain information from you so that we can supply the products to you. If so, we will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it. Such information will include giving us details of your medical history and consent to contacting your GP.
   13. We may have to suspend the supply of a product to:
   14. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than 3 months you may contact us to end the contract for a product and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
   15. If you do not pay us for the products when you are supposed to (see clause 12.4) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. As well as suspending the products we can also charge you interest on your overdue payments (see clause 12.5).

8. YOUR RIGHTS TO END THE CONTRACT

   1. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
   2. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
   3. For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
   4. You do not have a right to change your mind in respect of:
   5. How long you have depends on what you have ordered and how it is delivered:
   6. Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

9. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)

   1. To end the contract with us, please let us know by doing one of the following:
   2. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us with prior agreement of a return. You must post them back to us at Studio 5, Sir James Clark Building, Abbey Mill Business Centre, Seedhill, Paisley, PA1 1TJ or (if they are not suitable for posting) allow us to collect them from you. Please email us at hello@24hrpharmacy.co.uk for a return label or to arrange collection.
   3. We will pay the costs of return:
   4. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.
   5. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
   6. If you are exercising your right to change your mind:
   7. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

10. OUR RIGHTS TO END THE CONTRACT

    1. We may end the contract for a product at any time by writing to you if:
    2. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
    3. We may write to you to let you know that we are going to stop providing the product. We will let you know at least 2 weeks in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided. Please note any manufacturing issues are out with our control and we will notify you is there is manufacturing issue.

11. IF THERE IS A PROBLEM WITH THE PRODUCT

    1. If you have any questions or complaints about the product, please contact us. You can email our customer service team at hello@24hrpharmacy.co.uk

12. PRICE AND PAYMENT

    1. The price of the product (which includes VAT) will be the price set out in the Order or our acceptance of it. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.
    2. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
    3. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
    4. We accept payment with all major credit and debit cards. When you must pay depends on what product you are buying:
    5. If you do not make any payment to us by the due date we can cancel your order and you will be notified by email.
    6. If you think an invoice is wrong please contact us promptly to let us know.

13. PRICE AND PAYMENT

    1. If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8).