We aim to ensure that your medicines and healthcare products are delivered safely, securely, and in a timely manner. All orders are subject to clinical and regulatory checks prior to dispatch and are delivered using tracked courier services.
We operate in line with standards set by General Pharmaceutical Council and NHS England to protect patient safety and confidentiality.
Please review the information below for details on delivery options, timescales, and our returns policy.
Delivery Information
Deliveries within Sunderland (postcodes SR1–SR6), orders will be delivered Monday to Saturday by our pharmacy team.
Orders to other UK postcodes are dispatched using a tracked courier service. Estimated delivery timeframes and applicable charges are displayed at checkout.
Standard Delivery (from 2.99):
Delivered within 1–2 working days (Monday to Friday), subject to order approval.
Next Working Day Delivery (from £4.99):
Available for orders approved before the stated cut-off time. Orders approved after this time will be delivered within 2 working days.
Important Information
- Orders placed after 4pm, on weekends, or on public holidays will be dispatched on the next working day.
- All orders are subject to clinical assessment and approval by a qualified pharmacist/prescriber prior to supply.
- Orders are only dispatched once all regulatory and clinical checks have been satisfactorily completed.
- Delivery timeframes are estimates only and are not guaranteed. Delays may occur due to clinical queries, prescription verification, or courier factors outside of our control.
- Orders placed outside working hours, including weekends and public holidays, will be processed on the next working day.
- Urgent medicines may be prioritised for expedited dispatch where clinically appropriate.
- All medicines are supplied in plain, discreet packaging to maintain patient confidentiality.
Delivery Addresses
- Medicines must be delivered to a UK residential or business address.
- We do not deliver to PO boxes, mail forwarding, or virtual address services.
- The pharmacy reserves the right to decline or delay supply where the delivery address raises concerns regarding patient safety, security, or regulatory compliance.
Receipt of Medicines
- A signature is not required for most deliveries; however, certain medicines (including refrigerated items) must be signed for on receipt.
- Where no signature is required, the patient accepts responsibility for nominating a safe place or alternative recipient.
- By placing an order, you confirm that the delivery location is appropriate for the safe receipt of medicines.
Regulatory and Patient Safety Notice
We are required to comply with standards set by the General Pharmaceutical Council.
- Medicines are supplied only where it is clinically appropriate and in the patient’s best interests.
- We may contact you if additional information is required to ensure safe supply.
- We reserve the right to refuse or delay supply if there are concerns regarding suitability, safety, or misuse.
- Responsibility for medicines passes to the patient once delivery has been completed in accordance with the selected delivery option.
Returns and Refunds
Medicines
In accordance with UK medicines legislation and professional standards, medicines cannot be returned for reuse once dispensed and supplied.
Unwanted or expired medicines should be returned to a local pharmacy for safe disposal.
This policy is in place to ensure patient safety and medicine integrity.
Faulty or Incorrect Items
If you receive an item that is damaged, defective, or supplied in error, you must contact us promptly. Where appropriate, a replacement or refund will be arranged in line with your statutory rights.
Failed Deliveries
If delivery is unsuccessful due to incorrect address details or failure to accept delivery, redelivery may be arranged.
We do not provide refunds where delivery has failed due to circumstances within the customer’s control.
Legal Disclaimer
- We do not accept liability for delays or non-delivery caused by factors outside our reasonable control, including courier disruptions.
- Nothing in this policy affects your statutory rights under applicable UK consumer protection legislation.
- This service is intended for patients located within the United Kingdom and must be used in accordance with all applicable laws and regulations.
