T&Cs

Terms and Conditions

Last updated: 27/02/2025

Introduction

Our website is managed by PharmaExpo Ltd (Trading as My London Pharmacy) (“we“). We are an English and Welsh corporation with company number 12993595. Our registered office is located at 277-279 Chiswick High Road, London, England, W4 4PU. Our VAT number is: GB 366536667.

Our company is registered with the General Pharmaceutical Council and supplies medications that are regulated by the Medicines and Healthcare products Regulatory Authority.

You can email us at help@mylondonpharmacy.co.uk or call us at 020 3154 4734

Information on the website, descriptions of the goods

All content on our 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. We use reasonable endeavours to keep our information up to date, but cannot promise that all information is current and/or that we have listed all allergens for a product.You should therefore 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 medicines, particularly if you are already under medical care.

The packaging of the goods may vary from that shown on images on our website.

Your 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 account. If you use a shared computer, you must log-out of your account at the end of each session. Please take precautions to protect your password and contact us at help@mylondonpharmacy.co.uk if you believe there has been any unauthorized use of your account.

Your account acts as your medical record and should not be shared with anyone else.

Placing an order

You may only place an order if you are at least 18 years old, legally capable of entering into a contract and resident in the United Kingdom. You must only place orders for yourself, and not on behalf of others.

You shall ensure that all information provided to us is accurate, up to date and complete, and you will notify us of any changes which may mean that the information is inaccurate.

The order process is as set out on the website. Each step allows you to check and amend any errors in the information that you provide us before submitting the order. Please take the time to read and check in the information that you provide us at each page of the order process. It is your responsibility to check that you have used the ordering process correctly. We are not responsible for any errors in the information that you provide to us when placing an order.

Your order constitutes an offer to purchase goods from us, and does not form a binding contract until it is accepted by us. On receipt of your order and full payment, we will send you an order request acknowledgement email to the email address provided by you in the order process. This email is an acknowledgement of receipt of your order. It is not an acceptance by us of any offer to purchase goods.

An offer made by you to purchase goods shall be accepted by us only when we dispatch those goods to you. PharmaExpo LTD , a clinician or the pharmacies on the Website reserve the right to refuse any order before acceptance, including for non-availability, and we shall notify you accordingly and refund you the price paid for the goods (if payment has already been taken).

We will send you an email to confirm when a pharmacy has approved your order. We will help facilitate your purchase of the prescription item(s) from the pharmacy, but we are neither the buyer nor the seller of prescription item(s). When you receive the order confirmation of dispatch email, you will have also entered into a contract with the pharmacy on the terms also contained herein.

Contact with the clinician

As part of your order, you will be required to complete a confidential consultation with a prescriber on our platform. This consultation ensures that your request for treatment is assessed by a regulated clinician in compliance with medical and regulatory standards.

To facilitate this process, you are required to submit a clear photo and a short video of yourself. This is a mandatory step to verify your identity and allow our clinicians to accurately assess your medical records. The visual confirmation helps ensure that the treatment is prescribed safely, prevents fraudulent orders, and aligns with legal and professional healthcare requirements. Any failure to provide a valid photo or video may result in delays or rejection of your order.

If the prescriber requires further information from you following your consultation, one of our team members will contact you by telephone or email. PharmaExpo Ltd does not issue prescriptions directly—all prescriptions are reviewed and approved by independent clinicians on our platform.

Your privacy is our priority, and all submitted photos and videos are stored securely, used solely for medical verification, and handled in accordance with our data protection policies. If you have any concerns about this process, please contact our support team for further assistance.

Delivery

The delivery of medication will be undertaken by one of the registered pharmacies on the PharmaExpo LTD platform. PharmaExpo LTD does not hold any stock of dispense medication.

Timescales for delivery and delivery charges will vary depending on the availability of the goods and the delivery address. Estimated delivery timescales and prices are set out on our website. We will use reasonable endeavours to meet any delivery dates, but all delivery dates are estimates and approximate only. We cannot guarantee delivery dates and times and time shall not be of the essence for delivery of the goods. It is your responsibility to ensure that if there is an acute medical need for the goods, then they must be ordered in good time. However, you agree that we cannot be liable for the consequences of any delay in the delivery of the goods, particularly as such delay is likely to be outside of our control as we use third party delivery companies.

Delivery will be completed when the goods are delivered to the delivery address in the order. The goods will become your responsibility on delivery.

You confirm that it is safe and appropriate for a package containing medicines to be posted through the letterbox at the delivery address. You shall notify us if it is not safe to do so, for example due to animals or small children.

If you are asked for a signature upon delivery, it is your responsibility to examine the goods before signing.

For deliveries inside the United Kingdom. If after you have received the goods you then send the goods outside of the United Kingdom, you are fully responsible for any taxes or duties that may arise and compliance with all local laws.

Problems with the courier or non-delivery of items must be reported to us within 10 days of the order being placed.

For any overseas deliveries, these are sent at the risk of the buyer for any customs requirements. No refunds are available for non-delivery due to customs delays or non-delivery.

Price and payment

The price of the goods will be as set out on the website at the time that your order is made. Prices may change from time to time, but changes will not affect any order that has been accepted us.

The price includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being.

Payment must be made at the time the order is placed using a major credit or debit card.

The price of the Goods does not include delivery charges which are payable in addition.

Refunds

In the interest of prioritising safety and adhering to legal guidelines, we kindly inform you that once medicines have been dispensed from our pharmacy, we are unable to accept returns. We sincerely apologise for any inconvenience caused and appreciate your understanding that returned medicines cannot be reused or resold. Should you possess any unwanted medicine, we kindly request that you responsibly dispose of it at a nearby pharmacy.

For orders scheduled for delivery via post, you have the option to cancel your medicine order until the point of dispatch. To initiate the cancellation process, please contact our dedicated Customer Care Team, who will be more than happy to assist you.

Prescription Surcharge: In case you decide to cancel your prescription for non-weight management services after it has been issued but before the item has been dispensed and shipped, there will be a prescription surcharge of £7.00. There is also a £7 charge if the clinician cancels your order based on incorrect information provided to us or your information provided does not match your NHS Summary Care Record.

In regard to weight management orders or subscription-based orders, we would like to inform you that an administrative charge of £40 may apply under the following circumstances:

• If you request a refund or cancellation after submitting your treatment order.

• If you fail to attend a booked virtual consultation with or without notice.

• If your medical history or medication records, as found in your NHS summary care record, are undeclared or underdeclared, resulting in the unsuitability of the requested treatment.

• If there is a discrepancy between your declared weight and height and the recorded weight and height in your NHS GP record, leading to treatment unsuitability.

• Your BMI is below 30 with no comorbidity or below 27 with a comorbidity (this does not include if you are already on a weight loss medication)

• After 6 months, if you fail to provide us your updated head to toe pictures. It is a regulatory requirement that after 6 orders the clinician obtain an updated weight profile of each patient.

We have implemented these charges to cover the costs incurred by our clinical team in performing necessary regulatory checks when you request treatment from our registered UK pharmacy and clinical team.

Regarding non-weight management orders, any cancellation request made after the agreed-upon delivery time will not be eligible for a refund if the item has already left the dispensary. However, if the item has been dispensed but remains in the dispensary, a £7 admin fee will be deducted for issuing the prescription and dispensing process.

As a consumer, you have the right to cancel a contract under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013 (“Regulations”) during the specified period. This means that within the relevant period, if you change your mind or for any other reason decide not to receive or keep the goods, you can notify us of your decision to cancel the contract and receive a refund. Please note that you can seek advice about your legal right to cancel the contract from your local Citizens’ Advice Bureau or Trading Standards office. However, due to health, hygiene, safety, and copyright reasons, this cancellation right does not apply to the following:

• Cosmetics, fragrances, hair accessories/products, products with security seals, food, confectionery, hosiery, and any medical products.

• Medicinal products or services that are either dispensed on prescription or available free under an NHS agreement.

If you provide false identification or use our prescribing service on behalf of another person, we reserve the right to charge you £10 for an identity check using LexisNexis. In case the automatic identity check does not pass, we will send you a reminder every 24 hours, up to 6 days, to ensure proper verification. If you fail to prove your identity after the automatic checks have failed or if you provide false information about your chronic condition that contradicts your GP’s record for non-weight management prescribing service, further action may be taken as per our policies. It is essential to maintain accurate and honest information to ensure the safety and efficiency of our services.

Any fees incurred, such as chargebacks by the bank, will be recoverable by PharmaExpo LTD in addition to the fees owed by yourselves. We reserve the right to use debt collection services if necessary to recover these outstanding amounts.

We greatly value your cooperation and are committed to providing you with the highest level of service. Should you have any further inquiries or require clarification, please do not hesitate to contact us.

Our liability

Nothing in these Terms and Conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you which cannot be excluded by English law. In particular, we acknowledge that under the Consumer Rights Act 2015 the products must be as described, fit for purpose and of satisfactory quality.

1. We will not be liable for any loss or damage (in contract, negligence or otherwise) unless such loss or damage is caused by a breach by us of these Terms and Conditions or a breach by us of an established duty of care owed by us to you; and the loss or damage is a reasonably foreseeable result of any such breach.

2. The maximum loss or damage we will be responsible for under these Terms and Conditions is limited to the price you have paid us for the items purchased to which the loss or damage you suffer relates; however, we do not exclude or limit our liability where it would be unlawful for us to do so.

3. The Pharmacy will be responsible for loss or damage you suffer as a result of the Pharmacy's breach of its contract with you for the sale of prescription items.

4. The clinicians are responsible for reviewing your treatments and issuing prescriptions for you, and are responsible for any diagnoses that they make and for prescriptions that they issue.

How these Terms and Conditions may be changed

It may be necessary for us to revise these Terms and Conditions from time to time, including as a result of a change in our business operations and/or a change in relevant laws and regulatory requirements.

Every time you place an order, the Terms in force at that time will apply to the order.

Miscellaneous

Each of the paragraphs of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them (or any part of them) are unlawful, the remaining paragraphs (and/or the remainder of the relevant paragraph) will remain in full force and effect.

These Terms and Conditions will be governed by and interpreted according to English law. This means a contract for the purchase of goods and any dispute or claim arising out of or in connection with it or these Terms and Conditions will be governed by English law. All disputes arising under them will be subject to the exclusive jurisdiction of the English courts.

External Links

All external links on the website are for convenience only. You follow these external links at your own risk and should refer to the external websites' own terms and conditions of use.

Site Accessibility

We 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 circumvent security, tamper with, hack into, or otherwise disrupt the website or any computer system, server, router or any other internet-connected device.

We cannot and do 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.

We do not accept liability for any losses or claims arising from any inability to access the website or any failure to complete an order.

Website Use

This website is for personal and non-commercial use. You must not use any materials contained in the website except to the extent necessary for your own personal use. We and/or our licensors are the owners of the Website and all intellectual property rights in the Website, which includes (but without limitation) any software, applications and domains made available via the Website, and the content (except the personal information of you and other users contained in your and their accounts), video, audio, graphics, logos, icons, and service names which appear on the Website. You do not have any rights to such intellectual property except as expressly set out in these Terms and Conditions.

Patient Feedback

We seek feedback on the quality of our service and patient satisfaction after every consultation. You will receive an email from us to give you the chance to offer feedback or ask questions

We also collect reviews and feedback through the independent review services such as Trustpilot.