Terms and conditions

These Terms and Conditions (together with the documents referred to in them) (the “Terms and Conditions”) tell you the terms of use on which you make use of the website: https://onlinepharmacy.superdrug.com (the “Website”) and the services offered on the Website, whether as a guest or a registered user.

Please read these Terms and Conditions carefully before you start to use the Website. By using the Website and services, you indicate that you accept these Terms and Conditions and that you agree to abide by them. If you do not agree to these terms and conditions, please refrain from using the Website and services. All consultation and treatment are subject to the Terms and Conditions of the Website.

You should print a copy of these terms and conditions for future reference.

If you have questions concerning the services please contact us, you can send an email to Superdrug Customer Team on https://onlinepharmacy.superdrug.com, alternatively you can also call our helpline on 01706 300 210 or visit the Frequently Asked Questions.

1. Information about us

1.1 The Site is operated by Superdrug Stores plc (we / us). We are registered in England and Wales under company number 00807043 with our registered office at 51 Sydenham Road, Croydon Surrey, CR0 2EU. Our UK VAT registration number is GB777947160 and our Republic of Ireland VAT registration number is IE3346288LH.

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

2. Our services 

2.1 We are legally only able to dispense medicines for you when we have received either an electronic prescription which has been digitally signed by a prescribing doctor or alternatively a conventional paper prescription signed in writing by a registered prescriber. Prescriptions are issued entirely at the discretion of the prescriber. Superdrug cannot guarantee that a request for a prescription made through the NHS Prescription Service will result in a prescription being issued by the prescriber.

If your GP surgery does not accept prescription requests from pharmacies, we will require you to place the order with the GP surgery as well as placing the order within your Superdrug Online NHS Prescriptions account. Our pharmacy team would message you to let you know if your GP surgery does not accept requests from pharmacies.

97% of GP surgeries regularly use electronic prescriptions. As a result, there will be a few surgeries using paper prescriptions and in these instances we would need to use the postal service to receive your prescription. This could lead to an additional 5 days (approximately) being added to the time taken to process your medications.

2.2 You are responsible for signing for packages containing medicines but any signature provided by a third party at the delivery address given by you will be deemed to be receipt of the medicines and fulfilment of Superdrug’s obligations in dispensing that prescription. If you have given consent at the time of placing the prescription order, your medicines may be posted through your letterbox.

2.3 You are responsible for providing written evidence of current and valid exemption from payment or alternatively providing valid credit or debit card details which may be charged if you are not exempt from payment. We reserve the right to not deliver medicines to you if your exemption or payment details have expired or are invalid in any way. In such cases, we will attempt to contact you in such instances to enable you to provide updated information to allow us to dispense the prescription.

2.4 If your prescription medicines appear to be damaged or if the delivery appears to be incorrect, then please contact Customer Services immediately on 01706 300 210. We will make every effort to replace any damaged products.

2.5 If the prescription is for a person other than yourself, you will need to have the authority of the person whose prescription it is to have it dispensed by us. By placing a prescription request for another person’s prescription you will be expected and must have the authority to do so.

2.6 By placing a prescription request through the Website, you confirm that:

2.6.1 You are legally capable of entering into a binding contract; and

2.6.2 You are at least 16 years old.

2.7 After placing a prescription request, you will receive an e-mail from us acknowledging that we have received your request and giving you a prescription order reference number, a record of your order can be found in the My Account section. . Please note that this does not mean that your request has been accepted. Your prescription request constitutes an offer to us to fulfil the prescription once we receive it ., and we will confirm such acceptance to you by sending you an e-mail that confirms that the prescription order has been dispatched (the Dispatch Confirmation). Unless we advise otherwise, any medicines supplied to you are dispensed and posted from a pharmacy (the “Superdrug Online Pharmacy”) operated by Superdrug Stores plc (Superdrug Online Pharmacy, 1st floor, 9-11Wood Street, Northampton, Northamptonshire, NN1 2ED registered with the General Pharmaceutical Council with number 9010736.

Under some circumstances your medicines may be dispensed and posted to you from Superdrug Stores plc (Superdrug Pharmacy, 34/35 Castle Quay, Cherwell Walk, BANBURY, Oxfordshire, OX16 5UN, UK registered with the General Pharmaceutical Council with number 1084610).

2.8 We may be unable to process your prescription request if:

  1. the prescription item prescribed is out of stock or discontinued. In such a case, the pharmacist will contact you using the information given by you when you registered.
  2. there is a problem with authorisation of your method of payment.
  3. if through clinical review of your prescription by the pharmacist, further information is required

2.9 We cannot and are not liable for any damages which results from (i) a failure by you to provide (and continuously maintain) complete, truthful and accurate information in your Patient Account and in all questions you complete or any other information you provide to Us; You accept that any information given on the website does not replace your regular healthcare provider.

2.10 If you place a request for a prescription and we do not receive the relevant prescription, we will not have any liability to you. Should you not hear back from us within 14 days of the submission of the prescription request please contact us on 01706 300 210.

2.11 You may order medication on behalf of another if you are authorised to represent them (as their proxy) or have received authority to act on their behalf. You must be at least 16 years old to act as the account holder and order medication on someone's behalf. You must obtain consent of the person you will order medications for prior to signing up to act as their proxy, you will be asked to provide this consent. By signing up as the proxy for another person and ordering medication on their behalf, you confirm you have obtained consent from that person to act as their proxy.

3. Delivery

3.1 Delivery will be made to the delivery address specified in your Prescription order which may different from the address written on your prescription. Please see Delivery Information for details of where we deliver and the available delivery options. We cannot deliver items within the same order to multiple addresses.

3.2 Please note that we do not deliver to ‘virtual address’ services, like Parcel Motel and Parcel Wizard. We also do not deliver to other pharmacies or pharmacy service providers.

3.3 For items that require 'special delivery' (for example medications that need to be kept in the fridge, or Controlled Drugs), we may deliver these medications:

  • Using a third party courier
  • From a Superdrug Pharmacy close to your chosen delivery address.

By placing a request for your prescription you agree someone will be in to accept delivery; upon receipt it is your responsibility to ensure your medication is stored appropriately.

3.4 You should check the items dispensed to you carefully and promptly upon receipt. If you believe there may have been a dispensing error; you should contact us immediately on 01706 300 210 and should not take or use any of the items. Failure to abide by this warning could seriously damage your health.

You should check all items dispensed to you and should not take any medication that appears to have been tampered with

Please ensure that no-one other than yourself has access to any medicines that have been prescribed for you.

4. Risk and ownership

4.1 Once delivered, the items ordered will become your responsibility and, except in relation to items that are damaged or faulty when delivered or have been incorrectly delivered, we will not accept any liability for their loss, damage or destruction after they have been delivered.

5. Price and payment

5.1 You will be required for NHS prescriptions to provide evidence of a pre-paid prescription certificate or evidence of eligibility for free prescriptions. It is your responsibility to give accurate information and to not make a false declaration.

5.2 Prescription charges are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.

5.3 If you are required to pay for your prescription, we cannot complete your order until you have paid for it in full. Payment can be made by most major credit or debit cards, by completing the relevant details on the “Payment Details” page.

5.4 By using a credit/debit card to pay for your order, you confirm that the card being used is yours. All fields indicated as compulsory must be completed. Please note that we will only use your information in accordance with our privacy policy. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to authorise payment we will not accept your prescription order and we will not be liable for any delay or non-delivery and we are not obliged to inform you of the reason for the refusal. We are not responsible for your card issuer or bank charging you as a result of our processing of your credit/debit card payment in accordance with your order.

6. Our cancellation, returns and refund policy

6.1 We will start to process your prescription on receipt. If you wish to cancel an order for a prescription you should contact the Customer Services team promptly before sending us the prescription. You agree that once we receive the prescription, we will have begun the service at your request and that you will have no rights to cancel the order under the Consumer Protection (Distance Selling) Regulations 2000 or otherwise.

6.2 Our policy on cancellations, returns and refunds does not affect your statutory legal rights. If you have any questions regarding returns, contact us.

7. Our liability

7.1 The material displayed on our website (including the blog on the website) is provided without any guarantees, conditions or warranties as to its accuracy.

7.2 Subject to clause 7.4, if in delivering our Services to you we fail to comply with these terms and conditions, we shall only be liable to your for the purchase price of the Services.

7.3 Subject to clause 7.4 below, to the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude:

7.3.1 All conditions, warranties and other terms which might otherwise be implied by statute, common law or law of equity

7.3.2 Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our website or in connection with the use, inability to use, or results of the use of our website and Services, any websites linked to it and any materials posted on it, including, without limitation any liability for:

  1. loss of income or revenue
  2. loss of business
  3. loss of profits or contracts
  4. loss of anticipated savings
  5. loss of data
  6. loss of goodwill
  7. wasted management or office time; and
  8. for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable, provided that this condition shall not prevent claims for loss of or damage to your tangible property or any other claims for direct financial loss that are not excluded by any of the categories set out above.

7.4 Nothing in these terms and conditions limit our liability for:

7.4.1 death or personal injury arising from our negligence

7.4.2 fraudulent misrepresentation or misrepresentation as to a fundamental matter; or

7.4.3 any other liability which cannot be excluded or limited under applicable law.

8. Notices

Any formal legal notices should be sent to us at our Customer Services address set out in the Contact Us section.

9. Events outside our control

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.

10. General

10.1 If any of these Terms & Conditions are declared invalid, unlawful or unenforceable, then that provision shall be deemed to be deleted from these Terms & Conditions and the remaining provisions shall remain in full force and effect.

10.2 We have the right to revise and amend these Terms & Conditions from time to time without prior notice by changing them on the Site, provided that any such change will not affect any purchases you have made before the change is implemented.

10.3 Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Terms & Conditions.

10.4 You and we agree that English law applies to these Terms & Conditions and that any dispute between us arising out of or in connection with these Terms & Conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom or the, in which case the applicable law of that part of the United Kingdom or will apply and any dispute will be brought before the courts there.

11. Contact us

If you experience problems with ordering from the Site or have any questions with regard to an order, please feel free to contact us.

12. Updates

These Terms & Conditions were last updated in November 2017.

13. Information about you and your visits to our website

13.1 We process information about you in accordance with our Privacy and Cookie Policy.

13.2 By using our website, you consent to such processing and you warrant that all data provided by you is accurate and remains accurate. You are responsible for, on a regular basis, updating your information to ensure it remains accurate and current.

14 Written communication

14.1 Applicable laws require that some of the information and communications we send to you should be in writing. When using our website, you accept that communication with us will be mainly electronic. We will contact you by e-mail, through the internal messaging system or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights. If you have no access to or are unable to access emails, you can contact us on 01706 300 210

15. Viruses, hacking and other offences

15.1 You must not misuse our website by knowingly introducing viruses, Trojans, worms, logic bombs or other material which is malicious or technologically harmful.

15.2 You must not attempt to gain unauthorised access to our website, the server on which our website is stored or any server, computer or database connected to our site.

15.3 By breaching this clause, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

15.4 We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our website or to your downloading of any material posted on it, or any website lined to it.

16. Linking to our website

16.1 You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it in any way whatsoever, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

16.2 You must not establish a link from any website that is not owned by you.

16.3 Our website must not be framed on any other website , nor may you create a link to any part of our website other than the home page. We reserve the right to withdraw linking permission without notice.

16.4 If you wish to make any use of material on the Website other than that set out above, please address your request to 01706 300 210.

17. Links from the website

Where the Website contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those websites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.

18. Jurisdiction and applicable law

18.1 The English courts will have exclusive jurisdiction over any claim arising from, or related to, a visit to our website although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.

18.2 These terms and conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

19. Entire agreement

These terms and conditions and any document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the use of our website and the Services made available on it.

20. Variations

20.1 We may revise these Terms and Conditions at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we made, as they are binding on you. Some of the provisions contained in these Terms and Conditions may also be superseded by provisions or notices published elsewhere on our website.