Policies and information

Here you can find all documents relating to our policies.

Trustpilot

Refund & Cancellation Policy

1. About Us

This policy applies to orders placed through www.mychemistplus.co.uk, operated by:

Remepharm Limited
Trading as MyChemistPlus
Company Number: 15904237
Registered Address: Unity House, Fletcher Street, Bolton, England, BL3 6NE

2. Cancellations

2.1 Cancelling an Order Before Dispatch

You may request to cancel your order before it has been dispatched.

Because orders are processed promptly and may undergo clinical review shortly after submission,
we cannot guarantee that cancellation requests can always be actioned immediately.

Where an order has not yet been dispatched, we will issue a full refund to the original payment
method.

2.2 Orders Already Dispatched

Once an order has been:

  • Dispensed; and/or
  • Dispatched from our pharmacy

Cancellation is no longer possible.

Please refer to the Returns section below for further information.

3. Clinical Review & Unsuitable Orders

Some products and services require a clinical assessment before supply.

We reserve the right to:

  • Refuse treatment
  • Decline supply
  • Cancel an order

Where:

  • Treatment is not clinically appropriate
  • Insufficient information is provided
  • There are legal or regulatory concerns

If your order is declined following clinical review:

A full refund will be issued.

4. Returns Policy

4.1 Medicines

Due to the nature of medicines and patient safety requirements:

Medicines cannot be returned once they have been dispensed and dispatched.

This policy exists to:

  • Protect patient safety
  • Maintain medicine integrity
  • Comply with pharmacy regulations

This includes:

  • Prescription medicines
  • Pharmacy medicines
  • Opened or unsealed healthcare products

Unwanted medicines should be returned to a local pharmacy for safe disposal.

4.2 Faulty, Damaged or Incorrect Items

If you receive an item that is:

  • Faulty
  • Damaged
  • Incorrect
  • Not as described

Please contact us as soon as reasonably possible and provide:

  • Your order number
  • A description of the issue
  • Photographs where appropriate

We will review the issue and, where appropriate:

  • Replace the item; or
  • Issue a full refund

5. Refunds

5.1 Full Refunds

We will issue a full refund where:

  • An item is unavailable or out of stock
  • Your order is clinically unsuitable
  • We are unable to fulfil your order
  • An error has occurred on our part

Refunds will be made to the original payment method used during checkout.

5.2 Refund Processing Times

Refund processing times may vary depending on your payment provider or bank.

Please allow several working days for funds to appear in your account after the refund has been
processed.

6. Consumer Rights

Nothing in this policy affects your statutory rights under:

  • The Consumer Rights Act 2015
  • Consumer Contracts Regulations 2013
  • Any other applicable consumer protection laws

7. Contact Us

For cancellations, returns or refund queries, please contact:

Email: [email protected]

TERMS AND CONDITIONS

1.1 About Us

This website is operated by Remepharm Limited (Company Number: 15904237) trading as
MyChemistPlus.

Registered office: Unity House, Fletcher Street, Bolton, England, BL3 6NE.

We are a UK-based online pharmacy regulated by the General Pharmaceutical Council (GPhC).

1.2 Nature of Services

MyChemistPlus provides:

  • Online pharmacy services
  • Supply of medicines
  • Clinical screening and consultation services where required

All services are subject to:

  • Clinical appropriateness
  • Regulatory requirements
  • Professional judgement

We do not guarantee that a requested treatment will be supplied.

1.3 Clinical Responsibility and Patient Safety

By using our services, you confirm that:

  • All information provided is accurate, complete, and truthful
  • You will not omit relevant medical information
  • You understand that clinical decisions rely on the information provided

We reserve the right to:

  • Request additional information
  • Refuse treatment
  • Cancel orders

Where:

  • Information is incomplete or inaccurate
  • Supply is clinically inappropriate
  • Legal or regulatory concerns arise

1.4 No Doctor-Patient Relationship (General Use)

Browsing this website does not create a healthcare professional relationship.

A clinical relationship is only formed where:

  • A consultation is completed
  • A clinician reviews the information
  • Treatment is formally approved

1.5 Contract Formation

A contract between you and us is formed only when:

  • Your order has been clinically approved (if applicable), and
  • Your order has been dispatched

We reserve the right to cancel any order prior to dispatch.

1.6 Cancellations

You may request to cancel your order before dispatch.

However:

  • Orders are processed promptly
  • Clinical and operational steps may begin immediately

We cannot guarantee cancellation once processing has begun.

If your order has NOT been dispatched:

  • You will receive a full refund

If your order HAS been dispatched:

  • Cancellation is no longer possible
  • Returns are governed by Section 1.8

1.7 Refunds

We will issue a full refund (100%) where:

  • The product is unavailable
  • The order is clinically unsuitable
  • We are unable to fulfil the order
  • There is a pharmacy-side error

Refunds are processed to the original payment method.

1.8 Returns

Due to regulatory and patient safety requirements:

Medicines cannot be returned once they have been dispensed and dispatched.

This includes:

  • Prescription medicines
  • Opened or unsealed healthcare products

This does NOT affect your statutory rights:

If goods are:

  • Faulty
  • Damaged
  • Incorrect
  • Not as described

1.9 Delivery

We aim to dispatch orders promptly.

However:

  • Delivery times are estimates
  • We are not responsible for courier delays
  • Risk passes upon delivery

1.10 Limitation of Liability

To the fullest extent permitted by law:

  • We shall not be liable for:
    • Indirect losses
    • Loss of profits
    • Loss of business

Our total liability is limited to:

The value of the order placed

Nothing excludes liability for:

  • Death or personal injury due to negligence
  • Fraud

1.11 Indemnity

You agree to indemnify us against any losses arising from:

  • Misuse of the website
  • Breach of these Terms
  • Provision of false or misleading information

1.12 Misuse and Fraud

We reserve the right to:

  • Cancel orders
  • Suspend or terminate accounts
  • Refuse future service

Where:

  • Fraud is suspected
  • Abuse of the service occurs
  • False information is provided

1.13 Governing Law

These Terms are governed by the laws of England and Wales.

PRIVACY & COOKIES POLICY

3.1 Data Controller

Remepharm Limited is the data controller.

3.2 Data Collected

We may collect:

  • Identity data (name, DOB)
  • Contact data (email, phone)
  • Health data (consultation information)
  • Transaction data
  • Technical data (cookies, IP)

3.3 Special Category Data

Health data is processed:

  • For healthcare provision
  • Under UK GDPR Article 9

3.4 Lawful Basis

We process data under:

  • Contract (order fulfilment)
  • Legal obligation (pharmacy regulations)
  • Legitimate interests (service operation)

3.5 Marketing (Klaviyo-Compliant)

Soft Opt-In

Where you provide your email during:

  • Purchase
  • Account creation

We may contact you regarding:

Similar products and services

You will:

  • Be informed at point of capture
  • Be able to opt out
  • Receive unsubscribe options in every email

Explicit Consent (IMPORTANT)

We will NOT use:

  • Health data
  • Consultation data
  • Prescription data

For marketing unless you have given explicit consent

3.6 Third-Party Processors

We use third-party providers including:

  • Klaviyo (email marketing)
  • Payment processors
  • Identity verification providers

All processors comply with UK GDPR requirements.

3.7 Cookies

We use cookies for:

  • Website functionality
  • Analytics
  • Marketing

Non-essential cookies:

  • Require explicit consent
  • Can be accepted/rejected/customised

3.8 Your Rights

You have the right to:

  • Access data
  • Rectify inaccuracies
  • Erase data
  • Object to marketing
  • Withdraw consent

3.9 Complaints

You may complain to the ICO if dissatisfied.

CONTENT POLICY

MyChemistPlus (Remepharm Limited)

1. Purpose of Website Content

The content on www.mychemistplus.co.uk is provided for general informational and
educational purposes only.

It is intended to:

  • Improve understanding of health conditions and treatments
  • Provide accessible medical information
  • Support informed decision-making

2. No Medical Advice

The content on this website:

  • Does not constitute medical advice
  • Does not provide diagnosis or treatment
  • Must not be relied upon as a substitute for professional medical advice

Users should always seek advice from a qualified healthcare professional before:

  • Starting treatment
  • Changing medication
  • Making health decisions

3. No Healthcare Professional Relationship

Use of this website does not create:

  • A doctor-patient relationship
  • A pharmacist-patient relationship

Such a relationship is only formed where:

  • A consultation is completed
  • Clinical review is carried out
  • Treatment is formally approved

4. Clinical Decision-Making

All decisions relating to the supply of medicines are made:

  • Independently by qualified healthcare professionals
  • Based on clinical assessment
  • In accordance with applicable regulations

Website content does not influence or replace this process.

5. Accuracy and Reliability of Information

We aim to ensure that all content is:

  • Accurate at the time of publication
  • Based on reputable sources
  • Presented in a clear and accessible format

However:

  • Medical knowledge evolves over time
  • Guidance and recommendations may change
  • We do not guarantee that all content is always up to date or complete

6. Sources of Information

We use reputable sources, including but not limited to:

  • Electronic Medicines Compendium (eMC)
  • British National Formulary (BNF)
  • National Institute for Health and Care Excellence (NICE)
  • NHS website

Where appropriate:

  • Sources are referenced
  • External links are provided

7. Editorial Process

Our content is:

  • Researched using credible medical sources
  • Written in plain English for accessibility
  • Reviewed for clarity and accuracy

Where appropriate:

  • Content may be reviewed by healthcare professionals

We periodically review and update content to maintain relevance.

8. Impartiality

We aim to provide balanced and unbiased information.

We do not:

  • Endorse specific brands or products
  • Promote one treatment over another without clinical justification

Any references to medicines or brands are for:

  • Informational purposes only

9. Promotion of Services

We may refer to our own services within website content.

However:

  • Clinical decisions remain independent
  • Content is not a substitute for consultation

10. Medical Terminology

We aim to make content accessible by:

  • Explaining medical terminology in plain English
  • Avoiding unnecessary technical language

11. Sensitive Content

We recognise that some topics may be sensitive.

We are committed to:

  • Presenting such content respectfully
  • Avoiding offensive or graphic material
  • Encouraging appropriate medical consultation

12. Privacy and Confidentiality

We do not publish:

  • Personal data
  • Patient information
  • Private correspondence

For further details, please refer to our Privacy Policy.

13. Limitation of Liability

To the fullest extent permitted by law:

  • We accept no responsibility for any loss arising from reliance on website content
  • Users act on information at their own risk

Nothing in this policy excludes liability where it cannot be excluded by law.

14. External Links

Our website may include links to third-party websites.

We are not responsible for:

  • The content of external websites
  • The accuracy of third-party information

15. Changes to This Policy

We may update this policy from time to time.

Users should review this page periodically to ensure they understand the terms that apply.

ACCEPTABLE USE POLICY

MyChemistPlus (Remepharm Limited)

1. About This Policy

This acceptable use policy sets out the terms between you and us under which you may access and
use our website, www.mychemistplus.co.uk (“our site”).

Our site is operated by Remepharm Limited (Company Number: 15904237) (“we”, “us”, or
“our”).

This policy applies to all users of, and visitors to, our site.

By using our site, you confirm that you accept this policy and agree to comply with it.

This policy supplements our Terms and Conditions and Privacy Policy.

2. Lawful Use

You may use our site only for lawful purposes.

You must not use our site:

  • In any way that breaches any applicable law or regulation
  • In any way that is unlawful, fraudulent, or has any unlawful or fraudulent purpose
  • To attempt to obtain medicines or services inappropriately or dishonestly
  • To provide false, misleading, or incomplete information

3. Clinical and Healthcare Misuse (IMPORTANT)

As an online pharmacy, we rely on accurate information to ensure patient safety.

You must not:

  • Provide false or misleading medical information
  • Withhold relevant health information
  • Attempt to obtain medication that is not appropriate for you
  • Submit multiple consultations to obtain additional supply
  • Use another person’s identity or details

We reserve the right to:

  • Refuse or cancel orders
  • Restrict access to services
  • Report suspected misuse where appropriate

Where misuse may impact patient safety, we may take immediate action without notice.

4. Prohibited Technical Use

You must not:

  • Attempt to gain unauthorised access to our systems
  • Interfere with or disrupt our website, servers, or networks
  • Introduce viruses, malware, or harmful code
  • Use automated systems (bots, scripts) to access or scrape our site

5. Communications and Conduct

You must not:

  • Send unsolicited or unauthorised advertising (spam)
  • Use our site to harass, abuse, or threaten others
  • Upload or transmit content that is defamatory, offensive, or unlawful

6. User Contributions (if applicable)

Where you submit any content (including messages, reviews, or consultation responses):

You confirm that such content:

  • Is accurate and truthful
  • Does not mislead
  • Complies with applicable law

You must not submit content that:

  • Is defamatory, obscene, or offensive
  • Promotes violence or discrimination
  • Infringes intellectual property rights
  • Promotes illegal activity
  • Impersonates another person

We reserve the right to remove any content at our discretion.

7. Interactive Services

We may provide interactive services such as messaging or consultation tools.

We are not obligated to monitor these services but may do so where appropriate.

We are not responsible for user-generated content unless required by law.

8. Suspension and Termination

We will determine, at our discretion, whether there has been a breach of this policy.

If a breach occurs, we may:

  • Suspend or terminate your access
  • Cancel orders
  • Remove content
  • Issue warnings
  • Take legal action where necessary

We may also share information with law enforcement where required.

9. Liability

We are not liable for any loss arising from misuse of our site or breach of this policy.

10. Changes to This Policy

We may update this policy from time to time.

You should check this page regularly to ensure you understand the terms that apply.