Terms & Conditions

1. Agreement to these terms

These Terms and Conditions form a legally binding agreement between you and AB Care Group Ltd, trading as AB Pharmacy, concerning your access to and use of ABPharmacy.co.uk, including any associated online services, pages or applications operated by us.

In these Terms and Conditions:

• “AB Pharmacy”, “we”, “us” and “our” mean AB Care Group Ltd trading as AB Pharmacy;
• “you” and “your” mean the person accessing the website or placing an order;
• “website” means www.abpharmacy.co.uk; and
• “products” means medicines, healthcare products and other goods offered through the website.

By accessing or using the website, you confirm that you have read, understood and agreed to these Terms and Conditions.

You should not use the website if you do not agree to these terms.

2. About AB Pharmacy

AB Pharmacy is a trading name of AB Care Group Ltd, a company registered in England and Wales.

Our details are:

Company name: AB Care Group Ltd
Company registration number: 16514123
Registered office: 76 Harrowdene Road, HA0 2JF
Trading name: AB Pharmacy
Registered pharmacy address: 20a Turner Road, HA8 6AU
GPhC pharmacy registration number: [tba]
Superintendent pharmacist: Ashok Karsan Hirani (proposed)
Superintendent pharmacist’s GPhC number: 2044923
Email: info@abpharmacy.co.uk
Telephone: [tba]

AB Pharmacy is regulated by the General Pharmaceutical Council, which regulates pharmacies, pharmacists and pharmacy technicians in Great Britain.

The registration details of the pharmacy and its pharmacy professionals may be checked through the General Pharmaceutical Council’s online registers.

3. Distance-selling pharmacy

AB Pharmacy operates as a distance-selling pharmacy in England.

Our pharmacy services are provided remotely, including through the website, telephone, email and delivery services.

Patients and customers must not visit the registered pharmacy premises to obtain medicines, collect orders or access pharmacy services.

We do not provide face-to-face pharmacy services from the registered pharmacy premises.

You can contact our pharmacy team using the contact details displayed on the website.

4. Age requirements

You must be at least 18 years old to create an account, place an order or purchase medicines through our website.

By using the website, you confirm that:

• you are at least 18 years old;
• you have the legal capacity to enter into a contract;
• the information you provide is accurate and complete; and
• you are legally permitted to purchase the products ordered.

We may request proof of your age or identity before accepting or supplying an order.

5. Information on the website

We take reasonable care to ensure that information published on the website is accurate and up to date.

However, information on the website is provided for general information only. It is not intended to replace advice from a pharmacist, doctor or other qualified healthcare professional.

You should always:

• read the packaging, label and patient information leaflet supplied with a medicine;
• follow the manufacturer’s instructions;
• check the medicine is suitable for the person who will use it;
• seek professional advice where needed; and
• contact a healthcare professional if symptoms persist, worsen or cause concern.

Product packaging, branding, ingredients and appearance may change from time to time. You should rely on the information supplied with the physical product before using it.

6. Medical emergencies

The website must not be used to obtain emergency medical help.

For urgent medical advice, contact NHS 111.

In a medical emergency, call 999 or attend an appropriate accident and emergency department.

7. Medicines sold through the website

AB Pharmacy may offer General Sales List medicines and other permitted healthcare products through the website.

The appearance of a product on the website does not guarantee that it is suitable for every person or condition.

The sale and supply of medicines are subject to legal, professional and patient-safety requirements.

We may:

• restrict the number of packs that may be purchased;
• restrict how frequently a medicine may be ordered;
• prevent certain products from being purchased together;
• ask questions about the intended user;
• ask about symptoms, medical conditions, allergies or other medicines;
• request proof of age or identity;
• contact you for further information; or
• refuse to supply a medicine.

8. Pharmacy checks

All medicine orders may be reviewed by a pharmacist or an appropriately trained member of the pharmacy team.

Submitting an order and making payment does not guarantee that the medicine will be supplied.

We may refuse or cancel an order where we reasonably believe that:

• a medicine may be unsuitable or unsafe;
• insufficient or inaccurate information has been provided;
• the quantity or frequency of ordering gives rise to concern;
• the medicine may be misused, abused, diverted or resold;
• the order is not for legitimate personal use;
• the intended user should seek medical advice;
• the order may breach legal, regulatory or professional requirements; or
• it would otherwise be inappropriate to supply the product.

Where appropriate, we may recommend that you speak to a pharmacist, GP, NHS 111 or another healthcare professional.

9. Your responsibilities

You must provide complete, truthful and accurate information when using our website or placing an order.

This includes information about:

• your identity and age;
• the identity and age of the intended user;
• symptoms;
• medical conditions;
• allergies;
• medicines currently being taken;
• delivery details; and
• answers to any pharmacy screening questions.

You must not:

• provide false or misleading information;
• impersonate another person;
• conceal information that may affect the suitability of a medicine;
• purchase medicines for resale;
• attempt to bypass quantity limits;
• create multiple accounts to avoid restrictions;
• order medicines for misuse or abuse; or
• use the website for an unlawful or fraudulent purpose.

We are not responsible for harm caused by inaccurate, incomplete or misleading information supplied by you, except where the law does not allow us to exclude responsibility.

10. Ordering on behalf of another person

You may only place an order for another person where:

• you have their permission;
• the information you provide about them is accurate;
• you are authorised to receive communications concerning the order; and
• the product is intended for their proper personal use.

We may ask to communicate directly with the intended user before supplying a medicine.

11. Placing an order

The ordering process allows you to review your order before submitting it.

By submitting an order, you make an offer to purchase the selected products under these Terms and Conditions.

After receiving your order, we may send an email acknowledging receipt. This acknowledgement does not mean that your order has been accepted.

A contract between you and AB Pharmacy is formed only when:

• we send confirmation that the order has been accepted; or
• the products are dispatched,

whichever happens first.

We may contact you before accepting an order to obtain further information or complete appropriate pharmacy checks.

12. Order acceptance and cancellation by us

We may refuse, suspend or cancel an order where:

• a product is unavailable;
• there is an error in the price or description;
• payment cannot be authorised;
• we cannot verify your identity, age or delivery address;
• you do not respond to a request for information;
• the order raises a medicine-safety concern;
• the delivery cannot be completed safely;
• we suspect fraud, misuse, abuse, diversion or resale;
• you have breached these Terms and Conditions; or
• accepting the order would breach a legal, regulatory or professional obligation.

Where payment has already been taken for an order that we cancel, we will refund the amount paid for the cancelled product.

13. Product availability

All products are subject to availability.

We cannot guarantee that a product displayed on the website will be available when an order is processed.

Where a product is unavailable, we may:

• contact you to discuss an alternative;
• remove the unavailable item from the order;
• dispatch the remaining products; or
• cancel and refund the affected item.

We will not substitute a medicine with a materially different product without your agreement.

14. Prices

Prices are displayed in pounds sterling and include VAT where VAT applies.

Delivery charges and any other applicable costs will be shown before you submit your order.

We may change prices at any time. Price changes will not normally affect an order that has already been accepted.

If a product has been incorrectly priced, we may contact you to ask whether you wish to proceed at the correct price or cancel the affected item.

15. Payment

Payment must be made using one of the payment methods displayed at checkout.

By providing payment details, you confirm that:

• you are authorised to use the payment method;
• the information supplied is accurate; and
• sufficient funds or credit are available.

Payments may be processed by an external payment service provider. The payment provider’s own terms and privacy policy may also apply.

We may carry out payment-verification and fraud-prevention checks.

16. Delivery

Orders will be delivered to the address provided during checkout.

You are responsible for ensuring that:

• the delivery address is complete and accurate;
• someone is available to receive the delivery where required;
• the delivery location is secure;
• the intended recipient can access the delivery; and
• products are stored appropriately once delivered.

Delivery dates and times are estimates unless we expressly agree otherwise.

We may use tracked, signed-for, age-verified or other suitable delivery services.

We may refuse to leave medicines:

• with a child;
• in an exposed or insecure place;
• in a communal area;
• with a neighbour;
• in a location where confidentiality may be compromised; or
• where the medicine could be damaged or stored incorrectly.

17. Delivery delays

We are not responsible for delays caused by circumstances outside our reasonable control, including:

• postal or courier disruption;
• adverse weather;
• transport disruption;
• industrial action;
• public emergencies;
• incorrect delivery information;
• failed delivery attempts;
• supply shortages; or
• delays caused by necessary pharmacy or identity checks.

Where reasonably possible, we will notify you of a significant delay.

18. Delivery restrictions

Once all required registrations and approvals are in place, our care-home pharmacy service will initially be available to care homes within the M25 and immediately surrounding areas. Any wider service area will be introduced only following a review of staffing, operational capacity, delivery arrangements and associated risks. Other permitted website orders, where offered, will be subject to the delivery area confirmed at the point of order.

We may refuse delivery to:

• addresses outside our delivery area;
• PO boxes;
• parcel-forwarding services;
• hotels or temporary accommodation;
• parcel lockers;
• insecure communal premises; or
• any address where safe delivery cannot be assured.

Additional restrictions may apply to particular products.

19. Missing, damaged or incorrect orders

You should check your order as soon as reasonably possible after delivery.

Contact us promptly where:

• an item is missing;
• the wrong product has been supplied;
• the product is damaged;
• the packaging or safety seal appears to have been interfered with;
• a product appears defective; or
• the delivery has not arrived.

Do not use a medicine if you believe it may be damaged, contaminated, defective or incorrectly supplied.

We may request photographs, batch details, packaging information or other reasonable evidence to investigate the issue.

20. Cancelling an order before dispatch

You may ask to cancel an order by contacting us as soon as possible.

We cannot guarantee that an order can be cancelled once it has entered pharmacy processing, packing or dispatch.

Where an order has already been dispatched, the cancellation and returns provisions below will apply.

21. Returns of medicines

For reasons of health and patient safety, medicines cannot normally be returned for resale once they have left the pharmacy’s control, even where the packaging remains unopened.

We therefore do not normally accept returns of medicines because:

• you have changed your mind;
• the medicine is no longer needed;
• it was ordered by mistake;
• symptoms have improved; or
• the intended user no longer wishes to use it.

This does not affect your statutory rights where a medicine is faulty, damaged, incorrectly described or incorrectly supplied.

Do not send medicines back to us unless we have provided specific return instructions.

Unwanted medicines should be taken to a local community pharmacy for safe disposal. Medicines must not be placed in household waste, flushed down the toilet or poured down a sink.

22. Returns of non-medicinal products

You may have the right to cancel an online purchase of eligible non-medicinal goods within 14 days after the day on which you receive them.

After notifying us that you wish to cancel, you must return the goods within a further 14 days.

Some products cannot be returned after opening where they are sealed for health-protection or hygiene reasons.

You may be responsible for return postage unless:

• the product is faulty;
• the product is damaged;
• the wrong item was supplied; or
• we have agreed to pay the return cost.

Please contact us before returning a product.

23. Refunds

Where a refund is due, it will normally be made to the original payment method.

We may wait until returned goods have been received, or until you provide evidence that they have been sent, before issuing a refund where permitted by law.

Refund processing times may depend on your bank or payment provider.

Nothing in these Terms and Conditions affects your statutory rights.

24. Product recalls and safety notices

Where a product is affected by a recall or safety notice, we may contact you using the information associated with your order.

You must follow any instructions concerning the return, disposal, storage or continued use of the product.

Where necessary, we may share relevant information with manufacturers, suppliers, healthcare professionals or regulatory authorities to protect patient safety.

25. User accounts

You may be required to create an account to use parts of the website.

You are responsible for:

• keeping your account information accurate;
• maintaining the confidentiality of your password;
• preventing unauthorised access;
• notifying us of suspected unauthorised use; and
• all activity carried out through your account.

We may suspend or close an account where we suspect fraud, misuse, a security breach or a breach of these terms.

26. Prohibited use of the website

You must not:

• use the website for an unlawful or fraudulent purpose;
• attempt to gain unauthorised access to the website or its systems;
• introduce viruses, malware or harmful software;
• interfere with the operation or security of the website;
• use automated software to scrape or copy website content;
• misuse another person’s details;
• submit abusive, threatening or offensive communications; or
• use the website in a way that may harm patients, staff or members of the public.

We may restrict or terminate access where these requirements are breached.

27. Intellectual property rights

Unless otherwise stated, the website and its content are owned by or licensed to AB Care Group Ltd.

This includes:

• the AB Pharmacy name and branding;
• logos;
• text;
• graphics;
• photographs;
• website design;
• databases; and
• software.

You may view and print reasonable extracts for your personal, non-commercial use.

You must not reproduce, republish, distribute, modify, sell, licence, scrape or commercially exploit website content without our prior written permission.

Third-party trademarks and product names remain the property of their respective owners.

28. Third-party websites

The website may contain links to websites operated by third parties.

These links are provided for convenience or information only.

We do not control third-party websites and are not responsible for their:

• content;
• availability;
• products or services;
• security;
• accuracy; or
• privacy practices.

You should review the terms and privacy policies of any third-party website you visit.

29. Privacy and data protection

We process personal information in accordance with applicable data-protection law and our Privacy Notice.

Our Privacy Notice explains:

• what personal information we collect;
• how and why we use it;
• the legal basis for processing it;
• who we may share it with;
• how long we retain it;
• how we protect it; and
• your data-protection rights.

Please read our Privacy Notice at PRIVACY POLICY.

Our Cookie Policy is available at COOKIE POLICY.

30. Electronic communications

By using the website or providing contact details, you agree that we may contact you regarding:

• your account;
• your order;
• pharmacy checks;
• delivery;
• payment;
• product recalls;
• complaints;
• service updates; and
• patient-safety matters.

These communications are service communications and are separate from marketing.

We will only send marketing communications where permitted by law. You may unsubscribe from marketing at any time.

31. Website availability

We do not guarantee that the website will always be available, secure or free from errors.

We may suspend, restrict, withdraw or change all or part of the website where reasonably necessary for:

• maintenance;
• security;
• technical updates;
• legal or regulatory compliance; or
• operational reasons.

We are not responsible for losses caused solely by the website being temporarily unavailable where we have taken reasonable care.

32. Our responsibility to you

We are responsible for loss or damage that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

We do not exclude or limit liability where it would be unlawful to do so, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of your statutory consumer rights; or
• any liability that cannot lawfully be excluded.

Subject to the above, we are not responsible for:

• loss caused by inaccurate or incomplete information supplied by you;
• use of a product contrary to its instructions;
• failure to read the label or patient information leaflet;
• unauthorised access to your account caused by your failure to protect your login details;
• loss that was not reasonably foreseeable; or
• business losses arising from products purchased for personal use.

Nothing in these terms limits the professional responsibilities of our pharmacists or pharmacy team.

33. Events outside our control

We will not be responsible for delay or failure caused by events outside our reasonable control.

These may include:

• fire or flooding;
• severe weather;
• epidemic or pandemic;
• war, terrorism or civil disturbance;
• postal or courier disruption;
• interruption of utilities or communications;
• cyber incidents affecting third-party systems;
• government action;
• industrial action; or
• medicine or product shortages.

We will take reasonable steps to reduce the effect of any disruption.

34. Complaints (procedure)

We aim to provide a safe, professional and reliable pharmacy service.

To make a complaint, contact:

AB Pharmacy
Email: info@abpharmacy.co.uk
Telephone: tba
Address: 20a Turner Road, Edgware, HA8 6AU

Please provide:

• your name and contact details;
• your order reference, where applicable;
• details of the matter;
• any supporting information; and
• the outcome you are seeking.

Complaints will be handled in accordance with our complaints procedure.

You may also raise appropriate concerns about a registered pharmacy or pharmacy professional with the General Pharmaceutical Council.

35. Changes to these terms

We may amend these Terms and Conditions periodically to reflect changes in:

• our services;
• the website;
• legislation;
• professional standards;
• regulatory guidance; or
• business processes.

The latest version will be displayed on the website with the date on which it was last updated.

Changes will not normally affect orders already accepted unless the change is required by law or is necessary for patient safety.

36. Severability

Each section of these Terms and Conditions operates separately.

If a court or relevant authority decides that any provision is unlawful or unenforceable, the remaining provisions will continue in effect.

37. Waiver

If we do not immediately enforce a provision of these Terms and Conditions, this does not mean that we have waived our right to enforce it later.

38. Third-party rights

Unless expressly stated otherwise, these terms do not give any person other than you and AB Care Group Ltd a right to enforce them under the Contracts (Rights of Third Parties) Act 1999.

39. Governing law

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

If you live in England or Wales, the courts of England and Wales will have jurisdiction.

If you live in Scotland or Northern Ireland, you may also be entitled to bring proceedings in the courts where you live.

40. Contact us

For questions about these Terms and Conditions, contact:

AB Pharmacy
AB Care Group Ltd
20a Turner Road, Edgware, HA8 6AU

Telephone: tba
Email: info@abpharmacy.co.uk
Website: abpharmacy.co.uk

Opening and telephone hours:
9am to 5.30pm (mon-fri, closed weekends and public bank holidays)