Contact Us

Terms of Sale

1. Introduction

1.1 These Terms of Sale (“Terms”) govern your purchase of medication and other products (collectively, “Products”) from Harley Pharmacy. You agree to be bound by these Terms of Sale when you purchase Products or Services from us.

1.2 If you do not agree to be bound by these Terms of Sale, do not purchase Products or Services from us.

1.3 These Terms of Sale should be read in conjunction with our general Terms and Conditions and our Privacy Policy.

1.4 We reserve the right to update, change or replace any part of these Terms of Sale from time to time at our discretion. If we do so, the updated version will be effective as soon as it is accessible on our Website.

1.5 Please review these Terms of Sale before each order you place so that you are aware of any changes to them. Your continued use of Harley Pharmacy’s Products and Services following the posting of any changes constitutes acceptance of those changes.

2. Who We Are

2.1 We are Harley Pharmacy, a registered pharmacy operating in London, England.

2.2 We are registered with the General Pharmaceutical Council (“GPhC”). Our GPhC registration number is 1110426.

2.3 Our superintendent pharmacist is Chung Szeto and their GPhC registration number is 2214483.

2.4 Our registered address is Pharmacy Department, 18-22 Queen Anne Street, LONDON, W1G 8HU

2.5 You can contact us using:

3. Compliance and Regulation

3.1 All consultations and prescribing is carried out by GPhC registered pharmacists and medical practitioners registered with the General Medical Council (GMC).

3.2 Harley Pharmacy is registered with the following regulatory bodies:

  • General Pharmaceutical Council (GPhC)
  • Care Quality Commission (CQC)
  • Information Commissioner’s Office (ICO)

3.3 We comply with all applicable UK legislation including:

  • Human Medicines Regulations 2012
  • Medicines Act 1968
  • UK General Data Protection Regulation (UK GDPR)
  • Data Protection Act 2018
  • Consumer Rights Act 2015

3.4 All pharmacists and pharmacy professionals are bound by codes of professional ethics and conduct. You can access these professional standards by visiting www.pharmacyregulation.org.

4. Ordering Process

4.1 When you place an order through our Platform, you are making an offer to buy the Products subject to these Terms.

4.2 All orders are subject to acceptance by us. We will confirm acceptance of your order by sending you an email confirmation. The contract between us will only be formed when we send you the email confirmation.

4.3 If we cannot accept your order, we will inform you of this and will not charge you for the Product. This might be because:

  • The Product is out of stock
  • We have identified an error in the price or description of the Product
  • We are unable to meet a delivery deadline
  • It may not be clinically appropriate to supply the Product you have ordered
  • We are unable to verify your identity
  • Your clinical assessment has not been approved

4.4 We will assign you an order number and tell you what it is when your order is accepted.

4.5 We reserve the right to refuse any order at our discretion.

5. Pricing and Payment

5.1 All prices on our Platform are in GBP (£) and include VAT where applicable, unless expressly stated otherwise.

5.2 The price of products will be as quoted on our Platform from time to time, except in cases of obvious error.

5.3 We take care to ensure that all pricing information on our Platform is accurate but occasionally there may be an error. In the event that an error has occurred:

  • If the price charged is too high, we will identify all those that have overpaid and refund the difference
  • If the price charged is too low and we have not yet processed your order, we will contact you to give you the option to purchase at the correct price or cancel your order

5.4 Delivery charges (where applicable) will be added to the price of the Products and clearly displayed before you confirm your order.

5.5 Payment can be made by the following methods:

  • Credit card
  • Debit card
  • Other payment methods as displayed on our Platform

5.6 All payments are processed securely through our payment service provider. We do not store your complete payment card details.

5.7 Payment must be received in full before we dispatch your order.

6. Prescription Medicines

6.1 When you place an order for prescription medicines (POM Products), you consent to us beginning the clinical assessment immediately.

6.2 We must assess your clinical suitability before the medicines can be approved for supply. This assessment will be carried out by a registered pharmacist or prescriber.

6.3 By placing an order for prescription medicines, you confirm that:

  • The information you provide is accurate and complete
  • You are the patient for whom the medicine is intended, or you are acting on behalf of a patient with their consent
  • You will use the medicine as directed
  • You have read and understood the patient information leaflet

6.4 Our clinical team may contact you for further information to ensure the medication is safe and suitable for you. We may need to speak to you in person or via telephone/video consultation.

6.5 We are unable to dispatch medication until the identity verification and clinical assessment is complete and clinically approved. There may therefore be time delays in dispatching your order as a result of these checks.

6.6 You acknowledge that the dispatch of your order may be delayed whilst completing all identity verification and clinical checks, and that you will be available to receive and sign for the delivery following dispatch.

6.7 We reserve the right to refuse to supply any medicine if:

  • The clinical assessment determines it is not safe or appropriate
  • We are unable to verify your identity
  • We suspect fraudulent activity
  • We are unable to contact you for further information
  • Your GP advises against the supply

6.8 If we refuse to supply a medicine, we will provide you with an explanation and, where appropriate, offer alternative solutions or advise you to consult your GP.

7. Over-the-Counter Products

7.1 For over-the-counter (OTC) products, you may be required to complete a brief questionnaire to ensure the product is suitable for you.

7.2 Our pharmacists reserve the right to refuse the sale of any OTC product if they have concerns about:

  • The safety or suitability of the product for you
  • The quantity being purchased
  • Suspected misuse or abuse

7.3 Age-restricted products (such as certain medicines containing codeine) will only be supplied to customers aged 18 or over. We may request proof of age.

8. Identity Verification

8.1 We require identity verification for all prescription medicine orders. This is to ensure we are fully compliant with GPhC regulations.

8.2 We use third-party identity verification services to confirm your identity against public databases. By placing an order, you consent to this verification process.

8.3 Identity verification is performed once for your first order. We may request re-verification if:

  • There has been a significant gap since your last order
  • We have concerns about account security
  • There have been changes to your registered details

8.4 If we are unable to verify your identity automatically, we may request additional documentation such as:

  • Photographic ID (passport or driving licence)
  • Proof of address (utility bill or bank statement)

8.5 We will not dispatch your order until identity verification is complete.

9. Delivery

9.1 We offer delivery throughout the United Kingdom. We do not currently deliver outside the UK.

9.2 Delivery options and costs will be displayed during the checkout process.

9.3 Standard delivery options:

  • Standard Delivery: 3-5 working days – £9.99
  • Express Delivery: 1-2 working days – £11.99
  • Next Day Delivery: 1 working day – £12.50

(Where available and at our discretion)

9.4 Free delivery may be available for orders over a certain value, as indicated on our Platform.

9.5 Delivery times are estimates only and are not guaranteed. We will make reasonable efforts to meet estimated delivery times, but will not be liable for any delay.

9.6 We will deliver to the address you provide during checkout. It is your responsibility to ensure the delivery address is correct and complete.

9.7 You must be available to accept delivery. For prescription medicines, signature on delivery may be required.

9.8 If you are not available to accept delivery:

  • The courier may leave a card with instructions for redelivery or collection
  • The package may be returned to us
  • Additional delivery charges may apply for redelivery

9.9 We will share your delivery information (including contact details) with our delivery partners to facilitate delivery.

9.10 You can track your order through the tracking information provided in your dispatch confirmation email.

9.11 Please note: We cannot deliver to PO Box addresses or pharmacy addresses for prescription medicines.

9.12 Prescription medications will be packaged discreetly and securely to maintain confidentiality.

10. Returns and Refunds

10.1 According to the requirements of the UK Medicines and Healthcare products Regulatory Agency (MHRA), we are unable to reuse or resell any dispensed medication. This policy also applies to sealed medication that has left our premises.

10.2 For Prescription Medicines (POM Products):

  • We cannot accommodate patient-requested changes, cancellations or returns once your order has been clinically approved and dispensed, unless required by our clinical team to ensure safe and suitable supply
  • No refunds will be issued for prescription medicines that have been dispensed and dispatched
  • This is for safety and regulatory compliance reasons

10.3 For Over-the-Counter Products (OTC Products):

  • You have the right to cancel your order within 14 days of receipt (cooling-off period) under the Consumer Contracts Regulations 2013
  • Products must be returned in original, unopened packaging
  • We cannot accept returns of products that have been opened, used, or are not in a resaleable condition
  • Certain products (such as medicines) cannot be returned for hygiene and safety reasons once the seal has been broken

10.4 Faulty or Damaged Products:

  • If you receive a faulty or damaged product, please contact us within 48 hours of receipt
  • We will arrange collection and provide a full refund or replacement
  • Please provide photographic evidence of the fault or damage where possible

10.5 Incorrect Products:

  • If we send you the wrong product, please contact us immediately
  • We will arrange collection and send the correct product at no additional cost
  • You will receive a full refund if you no longer require the product

10.6 Processing Refunds:

  • Refunds will be processed using the same payment method used for the original transaction
  • Refunds will be processed within 14 days of us receiving the returned product or being notified of the fault
  • It may take 3-5 working days for the refund to appear in your account

10.7 Return Shipping:

  • Return shipping costs will be your responsibility unless the product is faulty, damaged, or incorrect
  • We recommend using a tracked delivery service for returns
  • We are not responsible for items lost in return transit

11. Cancellation Rights

11.1 You have the right to cancel your order at the following stages:

  • Before Clinical Approval: You may cancel your order at any time before the clinical assessment has been completed and approved. Full refund will be provided.
  • After Clinical Approval but Before Dispatch: You may request cancellation, but this will be at our discretion. If we have already prepared your order, we reserve the right to charge a restocking fee.
  • After Dispatch: Cancellation is not possible for prescription medicines. For OTC products, you have 14 days from receipt to return (see Section 10.3).

11.2 To cancel an order, please contact us:

11.3 Please provide your order number and reason for cancellation.

12. Product Availability

12.1 All Products are subject to availability. While we make every effort to ensure that Products are in stock, occasionally items may be unavailable.

12.2 If a Product you have ordered is unavailable, we will:

  • Contact you as soon as possible
  • Offer a suitable alternative (subject to clinical approval for prescription medicines)
  • Offer a full refund if no alternative is acceptable

12.3 We may substitute a generic version of a branded medicine unless you specifically request the branded version and it is clinically appropriate.

12.4 For prescription medicines, if your specific medicine is unavailable, our pharmacist may contact your prescriber to discuss suitable alternatives.

13. Your Obligations

13.1 When ordering from Harley Pharmacy, you agree to:

  • Provide accurate and complete information
  • Use Products only for their intended purpose
  • Follow all instructions provided with the Products
  • Store medicines safely and securely
  • Keep medicines out of reach of children
  • Dispose of unused or expired medicines properly (return to a pharmacy for safe disposal)
  • Inform us of any adverse reactions or side effects
  • Not use our service to obtain medicines for resale or commercial purposes
  • Not share prescription medicines with others

13.2 You must only purchase prescription medicines for yourself unless you are a legal guardian or have appropriate authority to act on behalf of another person.

13.3 You must be resident in the UK to use our services.

13.4 You confirm that you are not placing orders for controlled drugs or substances for illegal purposes.

14. Limitation of Liability

14.1 Nothing in these Terms of Sale excludes or limits our liability for:

  • Death or personal injury caused by our negligence
  • Fraud or fraudulent misrepresentation
  • Defective products under the Consumer Protection Act 1987
  • Any other liability that cannot be excluded or limited under English law

14.2 Subject to clause 14.1, we will not be liable for:

  • Any loss arising from your failure to follow instructions for use
  • Any loss arising from your failure to disclose accurate medical information
  • Any loss arising from delays in delivery beyond our reasonable control
  • Any adverse reactions to Products that you did not disclose risk factors for

14.3 Our total liability to you in respect of any single order shall not exceed the price paid for that order.

15. Force Majeure

15.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by events outside our reasonable control including:

  • Acts of God
  • Flood, fire, earthquake or other natural disaster
  • War, riot, civil unrest, acts of terrorism
  • Strikes or industrial action
  • Epidemic or pandemic
  • Failure of public or private telecommunications networks
  • Failure of suppliers or subcontractors

15.2 If such an event occurs, we will contact you as soon as reasonably possible to notify you and will take reasonable steps to minimise the effects.

16. Governing Law

16.1 These Terms of Sale, their subject matter and formation (and any non-contractual disputes or claims) are governed by English law.

16.2 We both agree to the exclusive jurisdiction of the courts of England and Wales.

17. Contact Us

If you have any questions about these Terms of Sale, please contact us:

Harley Pharmacy
18-22 Queen Anne Street
London
W1G 8HU
Email: info@harleypharmacy.co.uk
Phone: +44 (0)20 4513 2244
Website: www.harleypharmacy.co.uk

Version 1.0 | Last Updated: October 2025

By placing an order with Harley Pharmacy, you acknowledge that you have read, understood, and agree to be bound by these Terms of Sale.