Sales, Delivery & Returns

1. These terms and conditions

1.1. These website terms of sale (“Supply Terms”) set out the basis on which we supply our products to you via our website (our “Site”).

1.2. When you buy something from our Site, you demonstrate that you accept these Supply Terms and that you agree to abide by them.

1.3. Please take some time and read these Supply Terms carefully before you place your order. You will find out who we are, how we provide products to you, how we can change or end our contract with you, what to do if there is a problem and lots of other important information.

1.4. If for any reason you do not agree to these Supply Terms, you must not purchase products from our Site.

2. Information about us and how to contact us

2.1 Our website is operated by PharmaRx Ltd. (“we”, “us”or “our”). We are a company incorporated in Scotland, United Kingdom under company number SC561117

2.2 Our pharmacy (the “Pharmacy”) is located at 3 Houston Interchange Business Park, Livingston, West Lothian, EH54 5DW.

2.3 We are regulated and registered with the General Pharmaceutical Council (“GPhC”) in the United Kingdom, with our Registered Pharmacy Premises Number: 9012073.

2.4 You can contact us using the email address : support@cloudpharmacy.zendesk.com or by telephone using the number: 01506 901275.

2.5 If we have to contact you, we will do so via telephone or by writing to you at the email address or postal address you provided to us in your order.

3. Your Information

3.1. When you submit an order you will need to provide us with information about yourself. An account will be created under your information, which will include the following:

• Your personal medical details
• Information submitted in the online medical questionnaire
• Any documentation uploaded to your Health Portal 
• Your treatments and consultations 
• Your prescriptions and any other documentation relevant to medication and orders made through our website

3.2 You acknowledge and agree that we may archive your electronic patient records, including your personal information and treatments, for a minimum of 2 years following your last order or prescription.

3.3 Our Privacy Policy sets out the terms on which we process any personal data we collect from you, or that you provide to us. By purchasing products from our Site, you consent to such processing and you warrant that all data provided by you is accurate.

4. Your account

4.1 You are responsible for maintaining the confidentiality of your account and password, and for restricting access to your computer to prevent unauthorised access to your account. Please contact us if you believe that someone has accessed your account without your permission.

4.2 You are responsible for providing us with your correct name, address, date of birth, email, telephone number, and, where relevant, GP details. Failure to do so may result in cancellation of your account.

4.3  You agree not to register more than one account with Cloud Pharmacy. We reserve the right to suspend or cancel your account if you have, or we have reason to believe that you have, created multiple Cloud Pharmacy accounts.

4.4 You must be at least 18 years of age to make any purchases on Cloud Pharmacy, and you must be a resident in the United Kingdom. We deliver products only to addresses in the United Kingdom. We reserve the right to cancel your order and suspend or cancel your account if you are, or we have reason to believe you are, using an address forwarding service. This is to ensure that we are restricting access to our services in geographies outside of the United Kingdom.

5. ID Verification

5.1 Please note, you will be subject to identity checks by our partner Lexis Nexis. If you fail the identity check, we will not be able to provide you with prescription medication. Data regarding your treatment will not be shared with any of our partners.

5.2 If we are unable to verify your identity in this way, you will receive an email asking you to provide us with a copy of a valid photographic ID. These are all securely stored with Cloud Pharmacy and are required in order to process your order if the verification carried out by our verification partners fails.

6. Order Process

6.1 After you have placed your order through our secure payment gateway we will message you to confirm that we have received your order.

6.2 In the event that payment cannot be completed through our normal secure payment gateway, we may, at our discretion, provide you with an external payment link as an alternative payment method. This link will allow you to complete your order securely.

Please note:

• Once payment is made via the external payment link, it will be subject to manual verification by our team.
• Manual verification may take an additional 1–2 working days before your order begins processing.
• After your payment has been successfully verified and your order has been confirmed, you will receive an order confirmation email containing your order number and details.

Prescription Only Medicines

6.2 Ordering prescription only medication will require you to complete an online consultation. This includes a short questionnaire about your health and wellbeing that you take before receiving treatment. You must complete the online consultation truthfully and to the best of your knowledge.

6.3 We, including our prescribers, will rely on your responses for the purposes of medical assessment and to determine if the treatment is suitable for you.

6.4 If you don’t understand something in the questionnaire, please contact support@cloudpharmacy.zendesk.com and our Patient Care Team will give you any information you need.

6.5 Prescription Approval 

6.5.1 Prescription-only medicines require approval from one of our registered prescribers before your order can be processed. All communication between you and the clinician must take place exclusively via our secure messaging platform. The customer service email support@cloudpharmacy.co.uk should only be used for general, non-clinical queries.

6.5.2 If our pharmacists or prescribing clinicians require further information to assess your order, you will receive a secure message from them. Your order will not proceed until you have replied to the clinician’s message. If you fail to respond within 14 calendar days, your order will be automatically cancelled and you will be issued a full refund.

6.5.3 If your order is approved by our prescribers, you will receive a confirmation notification confirming that your order has been approved. Your order will then be dispatched in accordance with the delivery timeframe you selected at checkout.

6.6 Order Acceptance 

6.6.1 If we are unable to accept your order, we will inform you of this in writing and your funds will be fully refunded into the account used to purchase your order/medication. Possible reasons for non-acceptance include, but are not limited to:

• Your order being declined by our prescribing pharmacists based on the information provided in your consultation form and any subsequent correspondence;
• The product being out of stock;
• Unexpected limits on our resources;
• Identification of any errors in the description or price of the product.
• We do not deliver to your delivery address
• We cannot verify your identity
• We cannot verify that you are aged 18 or over

6.6.2 Professional codes of conduct and legal restrictions may limit the number and frequency of supply of certain medicines. In such cases, we and/or our Pharmacy reserve the right to restrict the quantity supplied to you in compliance with these obligations.

6.6.3 If the same order has been rejected three times, or if the prescriber exercises discretion due to repeated or unusual requests, refunds for rejected orders may incur a £10 administrative fee to cover the additional processing.

6.7 Orders approved by our prescribers before 3:30pm (UK time) from Monday to Friday (excluding UK bank holidays) will be dispatched the same working day, subject to stock availability and your selected delivery method. Orders approved after the 3:30pm cut-off time will be dispatched on the next working day.

6.8 During busier periods, the timeframes stated in Clause 6.7 may not apply. In such cases, longer processing times may occur, and any notices posted on our website regarding order processing will take precedence over the general timeframes outlined in Clause 6.7.

General Sales List

6.9 If you order a product that is not a prescription only medicine, we will send you an email to confirm your order has been processed. An online consultation is not necessary and you will be charged for the product on placing your order.

6.9.1 We will inform you as soon as possible if the products ordered are not available and we will refund you all sums paid.

7. Our Service

7.1. The images on our Site are for illustrative purposes only. Your product may vary slightly from the Site images.

7.2. All products shown on our Site are subject to availability.

7.3. On receiving your order, and before using any product, you should carefully read any information which accompanies the product (including but not limited to the Patient Dispensing Label, the patient information leaflet and/or manufacturer’s guidelines) and you acknowledge and agree that you will only use the product in accordance with such information. Any failure to follow such information is at your own risk.

7.4 Treatment and advice are provided in English only. You are responsible for ensuring you fully understand the information and guidance provided.

7.5 You should stop taking the medication and seek immediate advice from a doctor or other health care practitioner if you experience any significant side effects before re-starting the medication.

7.6 The prices of the products or services may change from time to time due to the varying cost of medicines however this will not affect any orders placed prior to the change.

7.7 This website is not intended for emergencies. In urgent situations, please contact your local doctor, pharmacy, or emergency department.

8. Payment and Payment Methods

8.1 We are required by law to inform users of the website the costs of treatments before consultations.

8.2 You are responsible for providing valid debit or credit card which may be charged. We reserve the right to not deliver the medicines to you if your payment details have expired or are invalid in any way. If this happens we will attempt to contact you to enable you to provide updated information.

8.3 Klarna

8.3.1 Klarna as a Payment Provider

• We offer Klarna as one of our payment options. By choosing Klarna, you enter into a separate payment agreement with Klarna Bank AB (publ).
• Klarna’s terms and conditions apply in addition to our own Terms of Sale. You can review Klarna’s terms at Klarna’s website

8.3.2 Eligibility

• Klarna payment options are subject to Klarna’s approval. We have no control over Klarna’s decision to approve or decline a payment.
• You must provide accurate personal and billing information to use Klarna.

8.3.3 Late or Missed Payments

If you choose Klarna’s deferred payment options, Klarna is solely responsible for collecting payments and handling any late payment fees.
We are not responsible for any consequences of late or missed payments. 

8.3.4 Refunds & Cancellations

If your order is canceled or refunded, Klarna will adjust or refund your payment in accordance with their policies.
Refunds may take several days to be processed through Klarna.

9. Products

9.1 All images on the website are for illustrative purposes only and may not exactly represent the product.

9.2 All products are subject to availability. We will confirm your order by email once accepted. If a product is unavailable, your order for that item will not be processed.

9.3 Product and service prices may change due to fluctuations in medicine costs. Any price changes will not affect orders placed before the change.

9.4 While we strive for accuracy, some products may be incorrectly priced. As part of our order processing, we check and rectify pricing errors. If an error is obvious and could reasonably have been recognized as such, we are not obliged to sell the product at the incorrect price.

10. Delivery

10.1 Products will not be dispatched until they have been clinically approved as appropriate by our clinical team.

10.2 The chosen delivery method will take effect once your prescription has been authorised by the prescriber.

10.3 Standard Delivery Services 

• DPD Next Day: Orders approved before 3:30pm will be dispatched the same day and delivered the next working day.
• Royal Mail Guaranteed by 3PM: Orders approved before 3:30pm will be dispatched the same day and delivered by 3pm the next working day.
• Royal Mail Tracked 24: Orders approved before 3:30pm will be dispatched the same day and delivered within 24 hours. Not a guaranteed service.
• Royal Mail Tracked 48: Orders approved before 3:30pm will be dispatched the same day and delivered within 48 hours. Not a guaranteed service
• DPD Saturday: Orders approved before 3:30pm on Friday will be dispatched for Saturday delivery.

Free Standard Postage: Standard medication orders over £40 are eligible for free standard postage. Refrigerated medication is excluded from this offer.

10.4 Delivery Services for Refrigerated Medication

• DPD Next Day: Orders approved before 3:30pm will be dispatched the same day and delivered the next working day.
• Royal Mail Guaranteed by 3PM: Orders approved before 3:30pm will be dispatched the same day and delivered by 3pm the next working day
• DPD Saturday: Orders approved before 3:30pm on Friday will be dispatched for Saturday delivery.
• Fridge Postage (1–3 Working Day Dispatch): Orders will be dispatched within 1–3 working days after approval. Once dispatched, delivery will be via next-day service, and a dispatch confirmation email will be sent.   

10.4.1 All refrigerated medication will be delivered using next-day services to maintain the cold chain.

10.4.2 We are not liable for delivery issues resulting from incorrect addresses or missed deliveries of refrigerated medication.

10.4.3 Couriers will attempt delivery twice on consecutive working days. If both attempts fail, the order will be returned to us. You are responsible for receiving deliveries; missed deliveries will not qualify for a refund.

10.4.4 During busier periods, the timeframes stated in Clauses 10.3-10.4 may not apply. In such cases, longer processing times may occur, and any notices posted on our website regarding order processing will take precedence over the general timeframes outlined in these clauses.

10.5 All dispatched orders are tracked. Tracking links will be available via your patient dashboard or sent directly by email from the courier.

10.6 Occasionally, our partner pharmacies may dispense your medication. Relevant data will be shared for dispensing and delivery. By accepting our Terms and Conditions, you consent to this. 

10.7 We deliver only to UK residential or work addresses. Collection pods, lockers, or offices are not accepted. If no suitable address is provided, the order will be refunded.

10.7.1 Collection is only available if arranged through the tracking link provided.

10.8 Orders cannot be sent outside the UK or to anyone other than the patient. Violations may result in order cancellation or account suspension.

10.9 Products are at your risk once dispatched to your designated address, or if left in a safe place or with a neighbour at your request.

10.10 Once an order is dispatched, you will receive a confirmation email. After dispatch, delivery details including address, phone number, email, or recipient name cannot be changed.

11. Cancellations and Refunds

11.1 You may cancel an order at any time before the dispatch confirmation. We will confirm your cancellation by email and refund any payments as described in clause 11.5 

11.2 If you cancel before dispatch, you may be liable for a £10 administrative fee to cover reasonable overheads.

• Email cancellation requests are subject to a 1–2 working day response time. If your order is shipped within this timeframe, the administrative fee will apply.
• If we have attempted to contact you for further information and you do not respond, we may cancel your order and apply the administrative fee.
• If we cancel your order for any other reason, no administrative fee will be charged.

11.3 Due to the nature of our products, we cannot accept cancellations or returns once dispatch confirmation has been sent. This does not affect your legal rights as a consumer regarding faulty or misdescribed products.

11.3.1 If a product is faulty or not as described:

• You must notify us in writing and return the product immediately.
• We will examine the returned product to determine whether a refund is appropriate and notify you by email within a reasonable period.
• We are not responsible for return postage costs, if we find that the product is not faulty.

11.4 Refunds will be issued using the same payment method originally used.

11.5 We aim to process refunds as quickly as possible and, in any case, within 28 days from the date we confirmed via email that you are entitled to a refund for a faulty or misdescribed product.

12. Returns 

12.1 Due to the medicinal nature of the products we supply, returns are not accepted for change of mind.

12.2 Returns will only be considered in cases where the incorrect medication has been dispensed, or where the product is defective, damaged, or not as described.

12.3 Patients must notify us immediately in writing upon receipt of any incorrect or defective product.

12.4 Returned products will be assessed by our Pharmacy team to determine eligibility for a refund or replacement, and the patient will be notified via email within a reasonable timeframe.

12.5 Patients are responsible for the cost of returning products, except where the error is attributable to our dispensing or handling, in which case the costs will be compensated. 

12.6 All returns must be authorised in advance by our Patient Care team. Products returned without prior confirmation from our team will not be eligible for a refund or replacement.

13. Our Right to vary these terms

13.1 We have the right to revise and amend these Terms of Supply from time to time. It is your responsibility to ensure that you re-familiarise yourself with these Terms and Conditions periodically to ensure that you are aware of any revisions or amendments which may have been made by us from time to time.

14. Governing Law

14.1  These Legal Terms are governed by and interpreted following the laws of the United Kingdom. Pharmarx Ltd and yourself both agree to submit to the non-exclusive jurisdiction of the courts of United Kingdom, which means that you may make a claim to defend your consumer protection rights in regards to these Legal Terms in the United Kingdom.