Terms of online supply

Last updated: 3 June 2026 · Version 1.0

1. Who you're contracting with

When you place an order on this website, the contract is between you and Pharmacareuk Ltd (trading as Hyde Park Pharmacy), a company registered in England and Wales, with its pharmacy at 22-24 Woodsley Road, Leeds LS3 1DT.

• Pharmacy premises registration: General Pharmaceutical Council (GPhC) #9011727
• Superintendent pharmacist: Shoyab Umarji (GPhC #2065619)
• Registered address: as displayed in the footer

You can verify our pharmacy registration on the GPhC public register at pharmacyregulation.org/registers.

2. Eligibility

To place an order on this website you must:

• Be at least 16 years old (some products and services require you to be 18+);
• Be ordering for yourself or for someone you have authority to order on behalf of (e.g. a child you care for);
• Have a delivery address in the United Kingdom or be willing to collect from our Leeds pharmacy;
• Provide accurate, complete information when asked — particularly on health questionnaires.

3. How online orders work

Our online order process is intentionally different from a typical e-commerce site, because we're a regulated pharmacy. Every order is reviewed by a pharmacist before payment is taken.

1. You add items to your basket. For pharmacy ("P") medicines, you complete a short questionnaire designed to help the pharmacist assess whether the medicine is appropriate for you.
2. You go to checkout and provide delivery details and consent to processing.
3. You submit the order for pharmacist review. No payment is taken at this point. You receive an order reference and an acknowledgement message.
4. The pharmacist reviews your order, your details, and any questionnaire responses. The pharmacist may call or email you for clarification, suggest an alternative product, or refuse to supply if the medicine is not appropriate for you.
5. If the pharmacist approves the order, you'll receive a secure Stripe Payment Link by SMS or email. Click the link and pay via Stripe's hosted page. The contract for sale is formed when you pay.
6. We dispatch or prepare for collection after payment is confirmed.

If the pharmacist refuses to supply a medicine, we will explain why and may suggest an alternative or signpost you to your GP. No payment is taken in this case.

4. Pharmacy ("P") medicines and consultations

"P" medicines are pharmacy medicines that the law requires to be sold under the supervision of a pharmacist. Examples include some pain relief containing codeine, some sleep aids, and certain emergency contraception products.

For every P-medicine sale on this website:

• You will complete a short questionnaire designed to identify whether the medicine is safe and appropriate for you;
• The questionnaire questions are derived from the medicine's official Summary of Product Characteristics (SmPC) and have been reviewed and signed off by our superintendent pharmacist;
• The questionnaire is a decision-support tool for the pharmacist — it does not, on its own, approve the sale. The pharmacist makes the final clinical decision after reviewing your responses;
• If your responses indicate a clear safety issue (e.g. a relevant allergy, an age cut-off, a contraindicated condition), the questionnaire will not allow you to add the item to your basket and will explain why;
• You must answer honestly. Providing false information to obtain a medicine puts your health at risk and is a misuse of pharmacy services.

5. Prescription-only ("POM") consultations

We offer private consultations for certain prescription-only treatments (for example, weight management with GLP-1 medicines, erectile dysfunction, hair loss).

• Online enquiries for POM consultations are not orders for a medicine. They are a request for the pharmacist to assess whether a consultation is appropriate;
• We do not advertise specific prescription-only medicines to the public. UK law (the Human Medicines Regulations 2012 and the MHRA Blue Guide) prohibits this;
• Where a consultation is required, the pharmacist will arrange this in person or by video, following our clinical pathway (which includes BMI verification where relevant, contraindication screening, and ongoing follow-up);
• The pharmacist may decline to prescribe or supply at any point, including after consultation. No payment for the medicine is taken until the prescriber has agreed treatment is appropriate.

6. Prices and payment

• Prices on the website are inclusive of VAT where applicable. Most medicines are zero-rated; some products are standard-rated (e.g. cosmetics, electricals);
• The price you see at checkout is the price you'll be asked to pay. We do not add hidden fees;
• Payment is taken only after the pharmacist has approved the order, via a Stripe-hosted Payment Link. We do not store your card details;
• If the price on the website was wrong by an obvious mistake (e.g. a missing decimal point) and you should reasonably have noticed, we may decline to fulfil the order and issue a full refund of any payment taken.

7. Delivery and collection

• Collection from the pharmacy is free. We will text or email you when your order is ready.
• Same-day local delivery within nearby Leeds postcodes (LS-area) is £2.99 per order. Available for orders placed by 1pm Monday–Friday and reviewed by the pharmacist by 3pm; same-day delivery is not available at weekends or on bank holidays.
• Standard UK delivery is £3.99 per order via Royal Mail Tracked 48, typically 2–3 working days from dispatch. Free on orders over £40.
• Express UK delivery is £5.49 per order via Royal Mail Tracked 24, next working day from dispatch.
• Some controlled or temperature-sensitive items may be restricted to collection or local delivery only — this is flagged on the relevant product page.
• All Royal Mail Tracked services include up to £150 loss compensation built in.
• Estimated delivery times exclude the pharmacist-review and payment steps. Most orders are dispatched within one working day of payment.
• Risk in the goods passes to you on delivery (or on collection, for collection orders).

If a delivery fails because the address you provided is incomplete or incorrect, or because you are not present to accept a signed-for parcel, additional charges may apply for redelivery.

8. Cancellations, returns and refunds

Before pharmacist approval

You can cancel any unapproved order at any time, at no cost. Email pharmacy.fh186@nhs.net with your order reference, or call us on 0113 244 1551.

After payment but before dispatch

If you change your mind after paying but before we have dispatched the order, contact us as soon as possible. We'll cancel the order and refund you in full.

After dispatch — your statutory right to cancel

For most consumer purchases the Consumer Contracts Regulations 2013 give you a 14-day cooling-off period from the day you receive the goods. However, this right is restricted for some pharmacy items:

• Sealed medicines, ophthalmic products, hygiene items, and other sealed goods which are not suitable for return due to health protection or hygiene reasons may not be returnable once unsealed (Regulation 28(3)(c) of the Consumer Contracts Regulations 2013). This is for everyone's safety — we cannot resell a medicine that has been outside the dispensary.
• Goods that remain sealed and in their original undamaged packaging may be returned within 14 days for a full refund (excluding return postage). Contact us first for instructions.
• Bespoke or custom items (e.g. compounded preparations, dosette boxes prepared for you specifically) are not returnable except where faulty.

None of these restrictions affect your rights under the Consumer Rights Act 2015 for goods that are faulty, not as described, or not fit for purpose.

9. Faulty, damaged, or wrong items

If your order arrives damaged, incomplete, or the wrong item was sent, contact us within 7 days of receipt. We will:

• Investigate (which may include asking for a photograph of the damaged item or packaging);
• Send a replacement or issue a full refund — your choice;
• Cover any return postage where the fault was ours;
• For genuinely faulty goods, your statutory rights under the Consumer Rights Act 2015 apply in full.

If you suspect that a medicine has been tampered with or is not the medicine described, do not use it. Contact us and the MHRA's Yellow Card scheme at yellowcard.mhra.gov.uk.

10. Your responsibilities

To use our service safely you agree to:

• Provide accurate identity, contact and health information;
• Answer questionnaires honestly and to the best of your knowledge;
• Tell us if any health information you previously gave changes (e.g. a new diagnosis, a new medicine, a new allergy);
• Use medicines you buy only as directed (in line with the Patient Information Leaflet and any pharmacist advice);
• Keep medicines out of reach of children and store them as directed;
• Not resell or supply medicines bought from us to anyone else;
• Not place orders on behalf of someone else without their consent (or, for a child, parental responsibility).

11. When we may refuse a supply

Our superintendent pharmacist and the registered pharmacists working with us have a professional and legal duty to refuse a supply in certain circumstances. We may decline an order if:

• The medicine is not clinically appropriate for you;
• There's a contraindication, interaction, allergy, or relevant condition that makes the supply unsafe;
• You don't meet eligibility criteria (e.g. age, BMI for weight management, NHS-defined eligibility for a free service);
• We suspect misuse, over-purchasing, or supply for someone other than the named patient;
• Information you provided is incomplete or appears inconsistent;
• We have safeguarding concerns;
• We're out of stock and not expecting resupply.

If we decline a supply we will explain why (within professional limits), refund any payment taken, and where appropriate signpost you to your GP or to NHS 111.

12. Stock and discontinued items

Medicine supply chains can be affected by manufacturer shortages, batch recalls, or import delays. If we cannot fulfil your order because of a stock issue we will contact you within one working day, offer an alternative product where one exists, or refund you in full. We do not back-order medicines.

13. Liability

Nothing in these terms limits or excludes our liability:

• For death or personal injury caused by our negligence;
• For fraud or fraudulent misrepresentation;
• For breach of your statutory rights under the Consumer Rights Act 2015;
• For any other liability that cannot be excluded or limited by law.

Subject to the above:

• We are responsible for foreseeable losses caused by our breach of these terms;
• We are not responsible for losses that were not foreseeable;
• We are not responsible for any business-related losses you may suffer, as our service is intended for consumers;
• We are insured in line with our professional obligations.

14. Events outside our control

We are not liable for failure or delay in performing our obligations caused by an event outside our reasonable control (for example: severe weather, a national medicine shortage, a regulator-issued recall, a public-health emergency, industrial action affecting Royal Mail). We will let you know as soon as possible and try to find a workaround.

15. Complaints

If you're not happy with something, please tell us. Most complaints can be resolved quickly by talking to us first.

• Email pharmacy.fh186@nhs.net with "Complaint" in the subject;
• Phone 0113 244 1551 and ask to speak to the pharmacist in charge;
• Write to: Complaints, Pharmacareuk Ltd, 22-24 Woodsley Road, Leeds LS3 1DT.

We aim to acknowledge complaints within 3 working days and resolve them within 28 days. Some complaints take longer; we'll keep you informed.

If you remain unhappy, you can escalate:

• Pharmacy services / professional conduct — General Pharmaceutical Council, pharmacyregulation.org/raising-concerns;
• NHS services — NHS England complaints service or Healthwatch Leeds;
• Privacy / data — Information Commissioner's Office, ico.org.uk/make-a-complaint;
• Medicine safety — MHRA Yellow Card scheme, yellowcard.mhra.gov.uk.

16. Governing law and jurisdiction

These terms are governed by the law of England and Wales. Disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

17. Contact

• Pharmacy: 22-24 Woodsley Road, Leeds LS3 1DT
• Phone: 0113 244 1551
• WhatsApp: +44 7804 814966
• Email: pharmacy.fh186@nhs.net

These terms apply alongside our privacy notice, cookies notice, and the standards published by the General Pharmaceutical Council. We may update these terms from time to time; the version that applies to your order is the version live on the website at the time you submitted the order.