Our Policies

Terms of Use

Introduction

The Chemist4u.co.uk website is owned and operated by Innox Trading Limited, a company registered in England and Wales with company number 7262043 with our registered office and main trading address at: 1 Penketh Place, Skelmersdale, Lancashire, WN8 9QX. These Terms of Use affect your legal rights and obligations so please read them carefully. If you do not agree to be bound by these Terms of Use, do not use our website. We reserve the right to update these Terms of Use from time to time at our discretion. If we do so, the updated version will be effective as soon as it is accessible. You are responsible for regularly reviewing these Terms of Use so that you are aware of any changes to them.

Other applicable terms

You should familiarise yourself with our Privacy Policy, which also applies to your use of our Site and sets out the terms on which we handle the data we collect from you as well as the data you provide to us. In purchasing anything from us (prescriptions or other products), you will need to refer to our Terms of Sale.

Access to our website

Access to our Website is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our Website without notice. We will not be liable if for any reason our Website is unavailable at any time or for any period. You are responsible for making all arrangements necessary for you to have access to our Website. You are also responsible for ensuring that all persons who access our Website through your internet connection are aware of these Terms, and that they comply with them. In certain cases, we reserve the right to restrict access to certain parts of our website.

Your account information (login address, password, or any other piece of identifiable information) is strictly confidential and should not be shared with any third party. We reserve the right to disable your access to this site if we have reason to believe you have failed to comply with the provisions of these terms. Our website is for your personal use. You agree not to use our website or the content of our website for any commercial or business purposes. You must not attempt to gain unauthorised access to our website, the server on which our website is hosted, or any server, computer or database connected to it. This is a criminal offence under the Computer Misuse Act 1990 and we’ll have to report you to the relevant authority and disclose your identity. And of course, you’ll no longer be able to use our website. We do not accept responsibility for any damage or loss suffered because of a distributed denial-of-service attack, viruses, or other technologically harmful material that may infect your device, programs, data, or other proprietary material as a result of using our website, downloading any material posted on it, or using/downloading content from any website linked to it.

Acceptable Use

• You may use our Website only for lawful purposes. You may not use our Website:
• In any way that breaches any applicable local, national, or international law or regulation.
• In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.  
• For the purpose of harming or attempting to harm minors in any way.
• To transmit, or procure the sending of, any unsolicited or unauthorized advertising or promotional material or any other form of similar solicitation (spam).  
• To knowingly transmit any data, send, or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware, or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.  

You also agree:

• Not to reproduce, duplicate, copy, or re-sell any part of our Website in contravention of the provisions of these Terms.
• Not to access without authority, interfere with, damage, or disrupt:  
• Any part of our Website.
• Any equipment or network on which our Website is stored.
• Any software used in the provision of our Website.
• Any equipment or network or software owned or used by any third party

Any material which you contribute or upload to our Site must be true, accurate and correct, comply with applicable law and must not defame any person, be obscene, offensive, hateful or inflammatory, promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age, infringe any copyright, database right or trademark of any other person, be likely to deceive any person, breach any legal duty owed to a third party (such as a contractual duty or a duty of confidence), impersonate any person, or misrepresent your identity or affiliation with any person. You shall not knowingly transmit any data that can be harmful to our website including, but not limited to, trojan horses, worms, time-bombs, keyloggers, spyware, and adware.

Linking to our website

You may link to our website homepage, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. 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. You must not establish a link from any website that is not owned by you. Our Website must not be framed on any other site, 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.  Please do not suggest any form of association, approval, or endorsement by Chemist4u if none exists. Please make sure you only include a link (not a frame) to the homepage of our website. There are strict regulations on promoting medication, so you can only talk about ourselves as an online pharmacy and weight loss platform. Please don’t mention specific medications. We reserve the right to withdraw linking permission without notice if it doesn’t meet our guidelines.

Links on our website

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

Intellectual property rights

We are the owner or the licensee of all intellectual property rights in our Website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You may print off one copy, and may download extracts, of any page(s) from our Website for your personal reference and you may draw the attention of others within your organization to material posted on our Website.  You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences, or any graphics separately from any accompanying text. Our status (and that of any identified contributors) as the authors of material on our Website must always be acknowledged. You must not use any part of the materials on our Website for commercial purposes without obtaining a license to do so from us or our licensors. If you print off, copy, or download any part of our Website in breach of these Terms, your right to use our Website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

Warranties

While we endeavor to ensure that the information on our Website is correct, we do not warrant its completeness or accuracy; nor do we commit to ensuring that the Website remains available or that the material on our Website is kept up-to-date. To the maximum extent permitted by applicable law, we exclude all representations, warranties, and conditions relating to our Website and the use of this Website (including, without limitation, any warranties implied by law of satisfactory quality, fitness for purpose, and/or the use of reasonable care and skill). We can’t be held liable and you will not be entitled to any type of compensation or other payment if the website is discontinued, if any content is inaccurate, or if any of our services are changed. If you aren’t happy with the website, its content, or availability, your sole right and remedy is to stop using the website.

Our liability

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence.
• Fraud or fraudulent misrepresentation.  
• Any liability which cannot be excluded or limited under applicable law.  

To the extent permitted by law, we exclude all conditions, warranties, representations, or other terms which may apply to our Website or any content on it, whether express or implied. We will not be liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:

• Use of, or inability to use, our Website.  
• Use of or reliance on any content displayed on our Website.  

If you are a business user, please note that in particular, we will not be liable for:

• Loss of profits, sales, business, or revenue.
• Business interruption.
• Loss of anticipated savings.  
• Loss of business opportunity, goodwill, or reputation.
• Any indirect or consequential loss or damage.  

If you are a consumer user, please note that we only provide our Website for domestic and private use. You agree not to use our Website for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Restriction, Suspension and Termination

We may restrict, suspend or terminate your access to our website if we believe that you have breached these Terms of Use at any time. Any such restriction, suspension or termination will be without prejudice to any rights that we may have against you in respect of your breach of these Terms of Use. We may also remove the website as a whole or any sections or features of the website at any time.

Jurisdiction and applicable law

These Terms of Use, its subject matter and its formation, are governed by the laws of England and Wales. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

Contact us

We’re at your disposal if you need any help or have any questions regarding our website or these Terms please contact us.

Address: 35 Greenhey Place, Skelmersdale, Lancashire, England, WN8 9SA

Updated 20 March 2025

Terms of Sale

Introduction 

The Chemist4u.co.uk website is owned and operated by Innox Trading Limited, a company registered in the England and Wales with company number 7262043 with our registered office and main trading address at: 1 Penketh Place, Skelmersdale, Lancashire, WN8 9QX.  These Terms of Sale ("Terms") govern your purchase of medication and other products (collectively, "Products") from Chemist4u. You agree to be bound by these Terms of Sale when you purchase products or services from us. If you do not agree to be bound by these Terms of Sale, do not purchase products or services from us.

If you need any help or have any questions regarding our products and services contact us. We reserve the right to update, change or replace any part of these Terms of Sale from time to time at our discretion. If we do so, the updated version will be effective as soon as it is accessible on our website. Please review these Terms of Sale before each order you place so that you are aware of any changes to them. Your continued use of Chemist4u’s products and services following the posting of any changes constitutes acceptance of those changes.

Other applicable terms

You should be familiar with the following additional terms that apply to your use of our services:

Terms and Conditions: These govern your general use of our website and can be found Terms and Conditions.
Privacy Policy: This outlines how we handle your personal data and can be found Privacy Policy.

Compliance, Prescribing & Consultation

All consultations and prescribing is carried out by GPhC registered medical practitioners. Chemist4u is registered with the General Pharmaceutical Council (GPhC). Our GPhC reference number is 9011784. 

ID verification

We require identification verification for all accounts, this is to ensure we are fully compliant with the GPhC.  If your identity has not been confirmed by issuer of the prescription we will seek to confirm your identity.

Our verification partners are: LexisNexis –please view their privacy policy here. 

Our verification partners will match your data to a database of public resources to determine whether the information you have provided us is indeed correct. The data we pass on to our verification partners are the following:

• First name and last name.
• Date of birth.
• Address.
• NHS Number

If we are unable to verify your identity in this way, you will receive an email asking you to provide us with a copy of your passport, driver's licence, birth certificate or residence permit. These are all securely stored with Chemist4u and are required in order to process your order if the verification carried out by our verification partners fails.

Online Consultations

Some of our products and services require you to complete an online consultation (this includes a short questionnaire about your health and wellbeing that you take before receiving treatment). You must complete the online consultation truthfully and to the best of your knowledge. The online consultation should be completed by you, for you. It is very important that if you are unsure of an answer, you check it with your regular healthcare provider, eg GP. We and our partners, including our prescribers, will rely on your responses for the purposes of medical assessment and to determine if the treatment is suitable for you. If you don’t understand something in the questionnaire, please contact us and we'll give you any information you need. You should always tell your GP about any treatment and medication we supply. We will give you the option of passing on your information to your GP during the online consultation process.

Our medication

Some of our services may result in the provision of a prescription for a range of prescription and over-the-counter medications. All medications are dispensed under the supervision of a registered pharmacist and sourced from reputable suppliers. You should inform your GP about any medication we or our partner pharmacy supply. 

Registration 

By receiving a prescription from Chemist4u you are creating an electronic patient record within Chemist4u which will contain the following information:

• A record of these Terms of Sale and the Privacy Policy which you accepted. 
• Your personal details.
• Your treatments, 
• Your prescriptions

You acknowledge and agree that we may archive your electronic patient records including your personal information and treatments for a minimum of 8 years following your last order or prescription. If there are any changes in your medical condition (new diagnosis, new medication, etc.) you are required to contact us to let us know. Any updates in your medical situation could affect your suitability for treatment.

Consultation Service

At the end of the online consultation, you may be given the option to show a preference for a treatment option. Our clinical team and licensed prescribers need to know about your condition, any medication you may currently be using, potential allergies, and anything else that can help them assess whether the treatment you've selected is the right one for you. A member of our clinical team will review your responses and assess your suitability for treatment. We may contact you via email for additional information if necessary. If you fail to respond to a request for more information, we may reject your request for a treatment. You must be at least 18 years of age to utilise the Chemist4u service, and you must be a resident in the United Kingdom.  We only deliver products only to addresses in the United Kingdom. If we decide that your selected treatment is not suitable for you, we will reject your prescription, and you will be notified via email. You will also be informed of the reasons for this rejection. Please note, if your request for treatment is rejected, you will not be charged. Please note that professional codes of conduct and legal restrictions may limit the quantity and frequency of any product we are permitted to supply to you. Please note that for safety reasons, we do not accept returns of prescription medicines. 

In order to cancel your order please email contact us and we will be able to instruct our clinical team to reject your order. You will not be charged.

You may only return prescription medicine to us in the event that we have made a mistake in fulfilling your order or your order is not as described, or is damaged or faulty in some way.  

We reserve the right to refuse, pause or cancel fulfilment of your prescriptions if the following occur:

1. You refuse to follow our clinical advice including reading the patient information leaflet prior to commencing any treatment; or
2. We consider your condition too high risk or complex to treat and in which case, we may share this information with your GP or other healthcare provider; and

We consider your condition unsuitable for treatment based on guidelines and standard operating procedures.

Delivery of your products

• Carriers and Services: We deliver orders within the United Kingdom using Royal Mail, DPD, and other trusted third-party carriers, depending on availability, order type, and destination. The specific carrier and service (e.g., Royal Mail Tracked 48, DPD Next Day) will be selected at our discretion unless otherwise specified at checkout. For prescription-only medicines, we may use a carrier service that ensures secure and compliant delivery, such as Royal Mail Signed For or DPD’s tracked options.
• Delivery Charges: Delivery costs are calculated based on the weight, size, and destination of your order, as well as the selected carrier service. These charges will be clearly displayed at checkout before you confirm your purchase. Free delivery is applied to orders meeting a minimum spend threshold, as indicated on our website.
• Delivery Timescales: We aim to dispatch orders in line with the service selected at checkout. These are estimates only and not guaranteed. Delivery may take longer during peak periods (e.g., holidays), due to carrier delays, or in remote areas. We will provide tracking information where available.
• Responsibility and Risk: Risk of loss or damage to goods passes to you upon delivery to the address provided or when collected by you or your authorised representative. If no one is available to accept delivery, the carrier may leave the package in a safe place (at their discretion), return it to a local depot for collection, or attempt redelivery, depending on their policy. You are responsible for following any carrier instructions (e.g., collecting from a depot within the specified timeframe).
• Failed Delivery: If delivery fails due to an incorrect or incomplete address provided by you, or if you fail to collect the package within the carrier’s retention period (typically 7-14 days), the order may be returned to us. We will contact you to arrange redelivery, which may incur additional shipping costs. For prescription-only medicines, we may cancel the order and issue a refund (less original shipping costs) if redelivery is not possible, due to regulatory requirements.
• Lost or Delayed Deliveries: If your order is not delivered within 7 working days of dispatch (or the carrier’s estimated timeframe, whichever is longer), please contact us. We will investigate with the carrier and, if deemed lost, either resend the order at no additional cost or issue a full refund, at our discretion. This does not apply to delays beyond our control (e.g., strikes, severe weather, or public health restrictions).
• Damaged or Incomplete Orders: You must inspect your order upon receipt and notify us within 48 hours of delivery if items are damaged, missing, or incorrect, providing photos where possible. For prescription-only medicines, report issues immediately due to safety concerns. We will arrange a replacement or refund (including return shipping costs) once the issue is verified, subject to carrier and stock availability.
• Restrictions: We reserve the right to refuse delivery to certain addresses (e.g., PO Boxes for prescription items) or cancel orders if shipping is impractical or prohibited by law (e.g., controlled substances to unsupported regions). Delivery is available to UK addresses only unless otherwise agreed.
• Compliance: All deliveries comply with UK regulations, including the Human Medicines Regulations 2012 for prescription-only medicines. We may require proof of identity or signature upon delivery for certain items to ensure safe and legal transfer.

Our liability exemption concerning the delivery of your products.

Please take a moment to read the following points carefully, as they outline the reasons why we cannot be held responsible for any of the following issues that may arise during the delivery process:

• Prescribed Medication: As a prescribed medication, the delivery and handling of your order are subject to strict regulations and guidelines. We comply with all necessary protocols to ensure the safe delivery of your medication.
• Incorrect Information Provided on Consultation: It is the customer’s responsibility to provide accurate and up-to-date information during the consultation process. Any incorrect or incomplete details may lead to delivery delays or misplacements.
• Incorrect Address: We rely on the address information provided by the customer. If the address provided is incorrect or incomplete, we cannot be held liable for any delivery issues that may result.
• Missed Delivery: While we strive to deliver your medication within the designated timeframe, certain factors like unexpected circumstances or unforeseen events may cause a missed delivery.
• Failure to Collect from Postal Office: If a delivery attempt is unsuccessful and the package is held at the postal office for collection, it is the customer’s responsibility to retrieve the package within the stipulated timeframe.
• Customers Must Be Home for Delivery: Depending on the chosen shipping option, if you’re getting the order delivered to your home address, you must be present for delivery.
• Royal Mail Safeplace or Neighbor Delivery:Royal Mail may, at their discretion, leave the package in a safeplace or deliver it to a neighbor if the recipient is not available at the delivery address.
• Safeplace Security and Royal Mail’s Discretion: The safety and suitability of a safeplace for package delivery are determined solely by Royal Mail, and we cannot be held liable for any issues arising from this practice.
• Royal Mail Investigation: In the rare event of any issues with the delivery of your prescribed medication, we are committed to resolving the matter promptly. If you encounter any problems with the delivery or suspect a delivery issue, you must notify us within 10 days from the date of the dispatch email. We will initiate a Royal Mail investigation on your behalf to track the package and determine the cause of the delay or any potential issues. It is crucial to adhere to this 10-day window, as Royal Mail’s investigation process is time-sensitive, and they require prompt notification to conduct a thorough examination.

Returns, cancellations, refunds

You can cancel your order up until the point it has been transferred to the pharmacy warehouse operations for despatch. For reasons of health, hygiene safety, copyright and legality we do not accept returns of medical products, including prescription or non-prescription medicine. If you have unwanted medicine please take it to a local pharmacy for safe disposal. As this is the case we are unable to offer refunds for returned prescription treatments unless it is damaged, defective, or if the wrong product has been sent to you. On some occasions we may require evidence such as a photo of damaged, defective, or wrongly received treatment. We are unable to reimburse the cost of return delivery. If the product, including medical products, is damaged or defective, or the wrong treatment has been sent please let us know and we will either replace the product, or refund you the amount paid by you for the product in question. You must return the product to us in accordance with our reasonable request as soon as possible after informing us that the product is damaged or defective. We are happy to accept requests for refunds for any products that are damaged, defective or have been issued in error, for up to 2 months after you received your item. If you are entitled to a refund, the price paid for the product will be refunded to you by the same method that you used to pay. Refunds will be made once the matter is settled between our customer care team and yourself. You should expect your refund to reach your bank within 4-5 working days of it being issued.

Use of the products

You are responsible for checking that the medicine is the correct medicine and that such medicine is not damaged in any way. Do not consume any medicine which is not the medicine prescribed by your health care provider or which is damaged on arrival. Instead you should contact us and we shall resupply or refund you as set out above. All product information is for educational purposes and we make no assurances or guarantees as to its completeness, accuracy, or whether it is up to date. Always read all product packaging and labels carefully before use.  If you purchase medicine in advance, please always check the date on the box to make sure it’s not out of date. Please make sure that only you have access to your medicines. In the event of a medical emergency, call a doctor or emergency services immediately. All unused medication should be returned to your local pharmacy for safe disposal.

Cancellation by us 

We may cancel your order if:

• We have insufficient stock to deliver the products you have ordered.
• We do not deliver to your delivery address.
• We cannot obtain authorisation for your payment.
• We cannot verify your identity.
• We cannot verify that you are aged 18 or over.

If we do cancel your order we will notify you by email and will refund you all sums paid within 30 days. We will not be obliged to offer any additional compensation for any disappointment suffered.

Our responsibility to you

We are responsible for ensuring the Products and Services we supply are of good quality and meet the information provided on our website. Our liability to you is limited to the cost of the Products and Services you have purchased. We are not liable for any indirect or consequential losses arising from your use of the Products or Services.  All of the content on Chemist4u is to be considered general information and not intended to amount to medical advice. If you are seeking medical advice, you should contact a doctor or clinician and refrain from taking any action regarding your health based on the content of Chemist4u. If you have any questions, please contact us and we will arrange for you to have a consultation with a clinician. We cannot accept liability for any damages which result from:

• Your failure to provide (and continuously maintain) complete, truthful, and accurate information in your patient record, as well as in any online consultation you take with us and in any other information you give us.
• Your failure to follow advice given by Chemist4u, or to pass on relevant information to your regular healthcare provider.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors, and for fraud or fraudulent misrepresentation.

You agree that our service does not replace your general healthcare provider.

Making a complaint 

Please see our Make a Complaint page.

General

If any provision of these Terms of Sale is held by a court of competent jurisdiction to be invalid or unenforceable, then such provision shall be construed, as nearly as possible, to reflect the intentions of the parties and all other provisions shall remain in full force and effect. Our failure to exercise or enforce any right or provision of these Terms of Sale shall not constitute a waiver of such right or provision. These Terms of Sale, the subject matter and formation, are governed by the law of England and Wales You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

Updated: 20 March 2025

Privacy Notice

We are committed to the highest standards of data privacy, and keeping your personal data safe, used properly and stored securely.  This privacy notice tells you what to expect when we collect personal information from you. It also explains how we will store, handle and keep your personal information safe. We respect your privacy and are transparent about how your data is collected, stored, processed, and shared. Please read the following carefully to understand our practices regarding your personal information and how we will treat it.

Information about who we are:

Chemist4U is owned and operated by the UK registered company Innox Trading Ltd. Company No. 7262043.  This privacy statement applies to Innox Trading Ltd trading as Chemist4U. Innox Trading Ltd is the controller for the personal information we process unless otherwise stated and is responsible your personal data, collectively referred to “we”, “us,” or “our”. We are registered with the ICO under reg. no ZA171163

You can contact us at:

Postal address:

1 Penketh Place

Skelmersdale

Lancashire

WN8 9QX

Email: support@chemist4u.co.uk

We have appointed a Data Protection Officer (DPO). Our DPO is James O’Loan

Collection of your personal information

We use different methods to collect information from and about you. We collect personal data when you visit or register on or contact us or you request information from our websites, you may be asked to provide information about yourself. We also collect information when you purchase our products online, engage with us on social media, or sign up to an account. When you provide personal information to us, we will treat that information in accordance with this Privacy Policy. It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during our relationship with you.

How We Use Your Personal Information

As an pharmacy, we process sensitive health data, such as your prescription details or medical queries, to provide healthcare services. This processing is necessary under Article 9(2)(h) of the UK GDPR for the provision of healthcare, with a legal basis of fulfilling our contract with you (Article 6(1)(b)). For example, we use this data to dispense your medication and ensure safe delivery. Where required, we may also process health data to comply with legal obligations, such as reporting to regulators.

Information we collect about you.

Personal information or personal data, means any information about an individual from which that person can be identified and is generally referred to throughout this Privacy Policy as “personal information”. It does not include data where the identity has been removed (anonymous data). Personal data we may collect, use, store and transfer about you, are as follows:

• Identity data, which includes your name, age/date of birth and gender;
• Contact data which includes postal address including billing and delivery addresses, your location, telephone numbers (including mobile numbers) and e-mail address;
• Special category data, which includes information about your physical or mental health, health conditions, and other clinical metrics including environmental, socioeconomic, and behavioural information pertinent to health and wellness.
• Transaction data which includes purchases and/or orders made by you and your payment card details;
• Technical data which includes your on-line browsing activities on our website;
• Profile Data which includes your account login details for website and/or our on-line account, including your username and password(s), your interests, preferences, feedback and survey responses;
• Marketing and communications data which includes your marketing preferences from us and our third parties, your communication preferences and your correspondence to and communications with us; and
• other publicly available personal data, including any which you have shared via a public platform (such as a Twitter feed or public Facebook page).

This list is not exhaustive, and, in specific instances, we may need to collect additional data for the purposes set out in this Policy.  Some of the above personal data is collected directly, for example when you set up an on-line account on our website or send an email to us or contact us via social media. The confidentiality of your medical information is important to us. All your personal information will be processed in line with this policy, and in compliance with all applicable medical confidentiality guidelines. 

On-line account information 

Some personal information is required to set up your on-line account including name, contact details, email address, date of birth. By logging-in to your on-line account you can access and update your personal information. 

You can also access and update your medical and / or NHS records by contacting the pharmacy directly by phone or email.

Information we receive from other sources.

This is information we receive about you. In order to provide you with prescriptions for medicines and health care services we may have to collect personal data about you from other organisations. This may include medical records which include personal data about your tests and diagnosis, clinic and hospital visits and medicines administered from:

• your GP or doctor
• your healthcare professional (including their medical secretaries)
• the NHS or any private healthcare organisation
• mental health providers

The lawful basis for processing data

We will only use your personal data when the law allows us to do so. The law on data protection sets out a number of different reasons for which a company may collect and process your personal data.

We will also use your personal data in the following circumstances:

• Where we need to perform a contract, we are about to enter or have entered with you.
• Where you have consented before the processing.
• Where the processing is necessary in order to protect the vital interests of the data subject or of another natural person.
• Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
• Where we need to comply with a legal or regulatory obligation.

The lawful basis for processing special category data is as follows:

• Where we need to perform a contract, we are about to enter or have entered with you.
• Where the processing is necessary for the purposes of preventive or occupational medicine, including medical diagnosis, the provision of health or social care or treatment. 
• Where the processing is necessary in order to protect the vital interests of the data subject or of another natural person.
• Where you have consented before the processing.

When collecting your personal information, we will always make it clear to you, which data is necessary in connection with the particular activity. In certain circumstances, we need your personal information to comply with our contractual obligations or to pursue our legitimate interests in a way which might be reasonably expected as part of our running our business. For example, we process your personal information, which includes your name, contact details, prescription medicines and data from other health care services for the purposes of providing pharmacy services, treatments and care to you. Whenever you have given us your consent to use your personal information, you have the right to change your mind at any time and withdraw that consent. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. For more information about how and why we process your personal data, please see our schedule of personal data processing activities. 

If you fail to provide personal information

Where we need to collect personal information by law, legitimate interest or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to provide you with prescription medicines, treatments and/or health care services. In this case, we may have to cancel a service you have with us, but we will notify you if this is the case at the time.

Information required to provide treatment

We provide health advice and treatment by remote and postal service and therefore we must abide by the legal requirements for the supply of General Sales List, Pharmacy only and Prescription only medicine. The collection, processing, and sharing of data is necessary for compliance with our legal requirements. These legal requirements include confirming your identity, keeping accurate personal and medical records, and informing your regular doctor of treatment provided where necessary.

Confirming your identity

In some circumstances we may need to confirm your identity.

To confirm a person's identity for a prescription requires the correct following information:

• Gender (at birth)
• Full first name and surname
• Date of birth
• Postcode – Full address we can verify with the NHS Personal Demographics Service (PDS) or financial records

Where your identity cannot be sufficiently verified (for private prescriptions) with the NHS PDS or financial records, additional proof of identity will be required. Proof of identity that could be accepted includes a copy of a photo identity document (passport, driving licence, national identity card, 18+ card). Once we have confirmed your identity you can re-confirm your identity each time contact is made with the pharmacy.

Medical records and prescriptions

Medical records include personal data about your tests and diagnosis, clinic and hospital visits and medicines administered, and they can be seen and used by our authorised staff involved in your care.

All prescriptions for medicines issued under Pharmacy Only Medication and NHS / Private Prescriptions that we process will remain part of your patient medication record.

Pharmacy Only Medication:

Where you require pharmacy only medications, which are the selection of medicines that can be purchased from a pharmacist without a prescription we require you to answer some medical questions. The answers to these questions are recorded and form part of the medical consultation with our pharmacist(s). The previous pharmacy only medications supplied are considered when providing new purchases, and also form part of your sales record.

NHS / Private Prescriptions:

Treatment by NHS or private prescriptions may require further personal information from you, the patient, or representative, the GP or private doctor in order to confirm test results, medicines use reviews, new medication services, and / or confirmation of your nominated pharmacy.

Pharmacy records

Your personal information and prescription data will be entered into a pharmacy dispensing system which serves as an independent record of treatment supplied on NHS and private prescriptions. We retain private prescriptions in accordance with GPhC standards.

Changes to your personal information

Any change made to your personal information is recorded (what data, when changed, and by whom). It is important to keep your personal information up to date.

Communication

We use your contact information to communicate with you to facilitate the provision of healthcare remotely. We are likely to communicate with you via your email, telephone number(s) or SMS. Sensitive details are not sent by email, unless you explicitly request information to be sent via email. Sensitive information is typically discussed via a phone call to ensure confidentiality.

Confidential messages

When you send us a message, and doctors, carers, other healthcare staff or administrators require additional information they will contact you via your requested means and use your personal information to respond to your message. This information also forms part of your patient record.

Emails

We provide you with automated notification emails when you place an order and to provide you with delivery information and updates.

Supplementary emails

We may also contact you when you are checking out or placing a transaction on our website. We may contact you via email where your cart is abandoned without placing an order or where you have placed an order. Follow up emails are provided which includes reminder emails, survey emails and re-engagement emails which are based on your original purchase date and items purchased.

Marketing

We strive to provide you with choices regarding certain personal information uses, particularly around marketing and advertising. If you have given your consent to receive marketing emails you can withdraw this at any time, or if we are relying on our legitimate interests to send you marketing you can object.

If you have received a direct marketing email from us and no longer wish to receive these marketing emails, the easiest way to let us know is to click on the unsubscribe link at the bottom of our marketing emails. We provide opt out or unsubscribe links at the bottom of these emails to allow you to opt out at any time.

Cookies

Our website chemist4u.co.uk uses cookies to distinguish you from other users of our websites. This helps us to provide you with a good experience when you browse our websites and also allows us to improve our site. A cookie is a piece of data stored locally on your computer containing information about your activities on the Internet. For further information, including details on how to remove cookies, please read our full cookie policy.

Retention of your data

How long we will retain your personal data?

We will keep your personal information only for as long as necessary to fulfill the purposes we collected it for, including meeting legal or regulatory requirements. Typically, we retain order and account data for no longer than 6 years after your last interaction with us, in line with standard UK limitation periods. Prescription and health-related data may be kept longer, such as up to 8 years, to comply with healthcare regulations like those for pharmacy records. If required by law (e.g., for tax or safety reporting), we may retain data beyond these periods. If you would like further information regarding the periods for which your personal data will be held, please contact our DPO. In some circumstances we will anonymise your personal data (so that it can no longer be associated with you) for analytical or statistical purposes, in which case we may use this information indefinitely without further notice to you.

Automated decision making

We may use automated tools to process your personal information for certain purposes, such as detecting fraudulent transactions or approving orders. For example, our system might flag unusual payment activity for review. Where these automated processes lead to significant decisions (e.g., rejecting an order), we ensure a member of our team reviews the outcome. You have the right to request human intervention or challenge such decisions by contacting us at support@chemist4u.co.uk Most of our processes, like dispensing prescriptions, involve human oversight to ensure accuracy and safety. We may use automated decision-making and profiling to provide some services and to tailor the information we provide to you to your specific circumstances. The medical questionnaires for each treatment area will automatically exclude you from requesting treatment if the following is identified:

• A reason including a symptom or medical condition that would mean you should not receive a particular treatment or procedure because it may be harmful.
• 'Red flag' signs and symptoms
• Incorrect gender
• Excessive order quantities

Where the remote provision of treatment is not suitable, you are advised to contact your regular doctor or visit a health centre. You can seek advice and discuss symptoms and treatment with our pharmacy team or pharmacist(s) via a secure email system or telephone. You will be notified if we a solely automated decision which produces a legal effect or significantly affects you.

Your rights

You are also able to exercise your rights which include:

The right to be informed.

We aim to be transparent within our Privacy Policy and provide you with information about how we use your personal information.

Right of access.

You have the right to request a copy of any information that we hold about you. We try to be as open as possible as we can be in terms of giving people access to their personal data.

You can find out if we hold any personal information by making a subject access request.

The right to rectification.

You have the right to request the correction of your personal information when it is incorrect, out of date or incomplete. You can contact us, and we can amend inaccurate personal data, however, please note that in some circumstances we may ask for the documentary proof that the amendment is necessary.

The right to erasure.

You can request the erasure of your personal information when it is no longer necessary, you withdraw consent, or you object to its processing. Some information held by us is required by law to be held for a period of time. You can contact us if you wish to make a request.

The right to restrict data.

You can request that we restrict the processing of your personal information. This can be done in circumstances where we need to verify the accuracy of personal data, if you do not wish to have personal data erased or you object to the processing and we are considering this request.

The right to data portability.

Under some circumstances you can request a copy of the personal information you provided to us in a machine-readable format or ask that this data be transferred another third party.

The right to object.

In some circumstances you can stop the processing of your personal information for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal information. Where your details are used for marketing, you can opt out at any time.

The right not to be subject to automated decision making and profiling.

You have the right to not be subject to solely automatic decisions (i.e., decisions that are made about you by computer without any human input) in relation to your treatments, care or other processes that have a legal or similarly significant effect on you. Please see the section on Automated decision making for details about when we may make automated decisions. You have the right to ask what personal information that we hold about you at any time. You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you. . 

If you wish to exercise any of the above rights, please contact us. Where you have access to your account settings and / or tools which allow you to access and control your personal information.  By logging into your account and using your account settings, you can change and delete your personal information. For instance, you can edit or delete the profile data you provide. You are also able to disable and your account if you wish. You can also use your online account to change your nominated pharmacy to dispense their NHS prescriptions can be removed on request.

NHS National data opt-out

The NHS national data opt-out is a service that allows you to opt out of confidential patient information being used for research and planning. The national data opt-out allows you to choose whether you would like your confidential patient information to be used for purposes beyond your individual care and treatment, for example research and planning. You, or people acting for you by proxy, have control over setting or changing your own opt-out choice, and can change their mind at any time. You can view or change your national data opt-out choice at any time by using the online service at NHS Data Opt Out.  

When you set an opt-out choice under the national data opt-out it is recorded against your NHS number on the Spine. It will remain unless you change your mind. Where we have data which requires opt-out to be applied we have set up appropriate processes and technical solutions to ensure your opt-outs are applied.

Data security

We work hard to keep your information and personal information safe. We use a combination of technical, administrative, and physical controls to maintain the security of your personal information and protect against accidental, unlawful or unauthorised destruction, loss, alteration, access, disclosure or use.  All information you provide to us is stored on our secure servers or within secure filing systems. Some of the controls we have in place to protect your personal data include technological controls such as firewalls, user verification, strong data encryption. We utilise industry “good practice” standards to support the maintenance of a robust information security management system. Any payment transactions will be encrypted. Please see our Payment security section.

As part of our security controls we use data entry and retrieval which is encrypted using an SSL certificate provided by Cloudflare and secured by ComodoSSL, a leading SSL Certificate Authority. This ensures that no one else can read or change information as it travels over the internet. 

SSL certificates trigger modern web browsers to display the name of an organisation (Innox Trading Ltd) in green in the browser address bar and give details of the Certificate Authority (Cloudflare) that issued it. ComodoSSL uses an audited and rigorous authentication method, and browsers control the display of the green bar, making it difficult for phishers and counterfeiters to use our branding. Look for the green bar and locked padlock in your browser to indicate a secure and encrypted connection to our websites. In addition, we limit access to your personal information to those employees, agents, contractors and other third parties who have a business need to know it. They will only use your personal information on our instructions, and they are subject to a duty of confidentiality. Whilst we work hard to ensure that personal information processed is subject to appropriate security we cannot accept any responsibility for any loss, disruption or damage to your data or your computer system which may occur whilst using third party material derived from our websites. We have also put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator when we are legally required to do so.

Personal online security

Where we have given you (or where you have chosen) a password which enables you to access certain parts of our website or online account you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

For further advice on personal online security, you can obtain further information at  the Get Safe Online service.

Payment security

We use trusted third-party payment gateways, Stripe (operated by Stripe Payments UK Ltd) and Checkout.com (operated by Checkout Ltd), to process your payments securely. When you make a purchase on our website, your payment information (such as credit or debit card details) is collected and processed directly by these providers. We do not store your full payment details on our servers; however, we may retain limited information (e.g., transaction ID, date, and amount) for order fulfillment, accounting, and legal purposes. Stripe and Checkout.com are responsible for handling your payment data in accordance with their own privacy policies and applicable data protection laws. We recommend reviewing their privacy notices for more details:

• Stripe Privacy Policy
• Checkout.com Privacy Policy

Your payment information is processed securely using industry-standard encryption and security measures. These third-party providers may process your data outside the UK; however, they are committed to ensuring adequate safeguards are in place, such as Standard Contractual Clauses, to protect your personal information in compliance with UK data protection regulations. By completing a purchase, you consent to your payment details being shared with Stripe and/or Checkout.com solely for the purpose of processing your transaction and related activities (e.g., refunds or fraud prevention). If you have any questions about how your payment data is handled, please contact us at support@chemist4u.co.uk or reach out directly to the payment providers.

If for any reason your order is declined by the pharmacist, or you cancel the order after making a payment, then a refund will be automatically made to the same payment card. Payments are processed on a 'single payment authority' basis, not allowing for further automatic recurring payments, but allowing refunds to your payment card if necessary.

Third-party links

Our websites may include links to third-party websites, plug-ins and applications, including links to websites of our partner networks or third-party service providers. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements or policies. When you leave our websites, we encourage you to read the Privacy Policy of every website you visit. We are not responsible for the content, function or information collection policies of these external websites.

 How and why you information is shared:

The reasons we may share your personal information with third parties are: 

• if we are under a legal or regulatory duty to do so,
• if it is necessary to do so to enforce our terms of use, terms and conditions or other contractual rights,
• to lawfully assist the police or security services with the prevention and detection of crime or terrorist activity,
• where such disclosure is necessary to protect the safety or security of any persons, and/or
• otherwise as permitted under applicable law.

We may also share your personal information to help with the processing of your request for treatment and providing healthcare. We will never sell your personal information. We only provide third parties with the information they need to know to perform their specific services. We work closely with all the third parties to ensure that your personal data is secure and protected at all times. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions. Our contracts with third parties make it clear that they must hold information it securely, abide by the principles and provisions of data protection, and only use information as we instruct them to. In all instances where we disclose your information to third parties, we will ensure that your information is appropriately protected. If we stop using their services, any of your personal information data held by them will either be deleted or rendered anonymous.

Who might have access to the personal data we collect?

We share your personal information with specific third parties to operate our services and meet legal duties. Our selected third-party processors, such as delivery companies (e.g., Royal Mail), payment providers (e.g., PayPal), and IT support firms (e.g., cloud storage providers), access your data only to the extent necessary for their tasks, like delivering your order or processing payments. We may also share data with marketing agencies if you’ve consented, professional advisors (e.g., accountants), or regulators like HMRC when required by law. Each recipient is bound by strict confidentiality and data protection rules. We use the following organisations to help us provide and / or support us provide services to you.  

Please also see our cookie policy for further information. 

NHS login

If you access our service using your NHS login details, the identity verification services are managed by NHS England.  NHS England is the controller for any personal information you provide to NHS England to get an NHS login account and verify your identity.  For this personal information, our role is a “processor” only and we must act under the instructions provided by NHS England (the “controller”) when verifying your identity.  To see NHS England’s Privacy Notice and Terms and Conditions, please click here. 

How can we help? 

If you have any questions that haven’t been covered, or you have any concerns about our use of your personal information please contact us.  For further information on data protection please visit the Information Commissioner Office (ICO) website. The ICO regulates data protection. If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal information, you have the right to lodge a complaint with the ICO. You can contact them by calling 0303 123 1113 or visit the website.

Changes to our Privacy Policy

Any changes we make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to our Privacy Policy.

Updated: 19 March 2025  

Cookie Policy

What are cookies?

Cookies are small text files that are placed on your computer or mobile device when you visit a website. They are widely used to make websites work more efficiently, as well as to provide information to the website owners. Cookies can store information about your browsing activity, such as your preferences, login details, and items in your shopping cart.

How we use cookies

We use cookies to:

• Essential Cookies: Make our Website function correctly. These cookies are necessary for you to navigate the Website and use its features, such as adding items to your basket and proceeding to checkout.
• Performance/Analytics Cookies: Collect information about how you use our Website, such as which pages you visit and any errors you encounter. This helps us improve the performance and design of our Website. We may use third-party analytics services like Google Analytics for this purpose.
• Functionality Cookies: Allow our Website to remember your preferences (such as language or region) and provide enhanced features.
• Targeting/Advertising Cookies: These cookies may be used to deliver targeted advertising to you based on your interests and browsing activity. We may work with third-party advertising partners who may also set cookies on your device.

What cookies do we use?

The specific cookies we use may change from time to time. However, here is a general overview of the types of cookies we may use:

• Strictly Necessary Cookies: These are essential for the Website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you, such as setting your privacy preferences, logging in, or filling in forms.
• Performance Cookies: These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our Website. They help us to know which pages are the most and least popular and see how visitors move around the Website.
• Functional Cookies: These cookies enable the Website to provide enhanced functionality and personalization. They may be set by us or by third-party providers whose services we have added to our pages.
• Targeting Cookies: These cookies may be set through our Website by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites.
• We may also use other tracking technologies similar to cookies, such as web beacons (small transparent images) or pixels. These technologies can be used to track your activity on our Website and to collect information about your device.

Usage data

We may collect usage data about how you interact with our website. This includes information about the pages you visit, the links you click, and the time you spend on each page. This data is used to improve our website and provide a better user experience.

How can you control cookies?

You can control cookies through your browser settings. Most browsers allow you to:

• See what cookies have been set and delete them individually.
• Block third-party cookies.
• Block all cookies.
• Clear all cookies when you close your browser.

Please note that blocking all cookies may impact your experience on our Website and some features may not function correctly.

For more information about how to manage cookies in your specific browser, please consult your browser’s help documentation or visit www.allaboutcookies.org.

You can manage your cookie settings by following your browser’s instructions. Here are some links that might be of assistance:

• Google Chrome
• Microsoft Internet Explorer
• Mozilla Firefox
• Safari
• Microsoft Edge

Changes to this Cookie Policy

We may update this Cookie Policy from time to time. Any changes will be posted on this page. We encourage you to review this Cookie Policy periodically.

If you have any questions about this Cookie Policy you can contact us.

Last updated: 17 March 2025

Schedule of Personal Data Processing Activites

For further information on how and why we collect your personal information, including your rights, who we share it with and how to contact us, please read our full privacy notice.

Updated: 19 March 2025

User Generated Content License

This User-Generated Content (UGC) Policy governs your contributions to any online platforms owned or operated by Innox Trading Limited (“we,” “us,” or “our”), including but not limited to our website, social media pages, forums, and community areas (collectively, the “Platforms”). By submitting any content to our Platforms, you agree to abide by this policy.

What is User-Generated Content?

User-Generated Content refers to any content created and shared by users on our Platforms, including but not limited to:

• Text (comments, reviews, forum posts)
• Images
• Videos
• Testimonials
• Recipes
• Before-and-after photos (related to weight loss)

Content Guidelines

When contributing UGC to our Platforms, you agree that your content will:

• Be Respectful and Civil: Avoid offensive language, personal attacks, harassment, discrimination, hate speech, or any content that could be considered defamatory or libelous.
• Be Relevant: Keep your contributions relevant to the topic at hand and the purpose of the Platform.
• Be Truthful and Accurate: Do not post false or misleading information, especially regarding health, nutrition, or weight loss. If you are sharing personal experiences, clearly state that they are your own.
• Respect Privacy: Do not share personal information about yourself or others without their explicit consent.
• Not Infringe Intellectual Property: Do not post content that infringes on the copyright, trademark, or other intellectual property rights of others. This includes unauthorized use of images, music, or text.
• Not Promote Illegal Activity: Do not promote or endorse illegal activities, products, or substances.
• Not Contain Spam or Unsolicited Advertising: Do not post spam, chain letters, pyramid schemes, or unsolicited commercial solicitations.
• Disclose Material Connections: If you have a material connection to a product or service you are reviewing or recommending (e.g., you received it for free or are an affiliate), you must clearly disclose this connection.
• Be Related to Weight Loss in a Healthy and Responsible Manner: Content should promote safe and sustainable weight loss practices. Avoid promoting extreme diets, dangerous weight loss methods, or unrealistic expectations.

Regarding Before-and-After Photos:

• Honesty and Accuracy: Before-and-after photos must be authentic and not digitally altered to misrepresent results.
• Respect for Privacy: Obtain explicit consent from any individuals depicted in photos before sharing them.
• Focus on Lifestyle Changes: Encourage a focus on overall health and well-being rather than solely on weight loss numbers.
• Avoid Unrealistic Expectations: Do not use photos that suggest rapid or extreme weight loss is typical or easily achievable.

Our Rights

By submitting UGC to our Platforms, you grant us a non-exclusive, royalty-free, worldwide, perpetual, irrevocable, and sublicensable license to use, reproduce, modify, adapt, publish, translate, 1 create derivative works from, distribute, and display your content in any media.

We reserve the right to:

• Remove or edit any UGC that violates this policy or that we deem inappropriate for any reason.
• Ban users who repeatedly violate this policy.
• Monitor UGC for compliance with this policy.

Disclaimer
The views and opinions expressed in UGC do not necessarily reflect the views and opinions of Chemist4u. We are not responsible for the accuracy or reliability of any UGC.

Reporting Violations

If you see any UGC that you believe violates this policy, please report it to us at contact us.

Changes to this Policy
We may update this UGC Policy from time to time. We will post any changes on this page.

Contact Us
If you have any questions about this UGC Policy, please contact us. 

This policy is designed to foster a positive and respectful community on our Platforms. We appreciate your cooperation in helping us maintain this environment.

Updated: 16 March 2025

Make a Complaint

Complaints Procedure

Everyone makes mistakes, and we are no different, as much as we'd like to be! Every so often, things go wrong, and we are happy to hold our hands up and take responsibility for any little errors we make along the way. Feedback from our patients and customers is essential if we are going to improve, and there are a few ways you can get in touch with us. You can:

Step 1: Contact Customer Support

If you are dissatisfied with our service or have encountered an issue, the first step is to contact our customer support team. They will do their best to resolve your concern promptly.

Contact Customer Service: Click here.

Phone: 01695 474 433

When contacting us, please provide the following details:

• Your full name and contact information
• Your order number (if applicable)
• A clear description of the issue
• Any relevant supporting documents or screenshots

Step 2: Escalation to a Formal Complaint Submission

If you are not satisfied with our response to your complaint, you can request further escalation. Your case will be reviewed by our Customer Service Manager or a member of our Pharmacist Team, and we will provide a final response in accordance with our complaints policy.

We will acknowledge your complaint within 1 business day and aim to provide you with a resolution time frame based on your case. If further investigation is required, we will keep you informed of the progress.

Step 3: External Resolution (If Applicable)

If you remain dissatisfied with our final response, you may have the option to escalate your complaint to an external regulatory body or ombudsman, depending on the nature of the complaint. We will provide guidance on this if necessary.

Our Commitment to You

We take all complaints seriously and strive to resolve them fairly and efficiently. Your feedback is important to us, and we use it to continuously improve our services.

If you need any assistance with submitting your complaint, please do not hesitate to contact us.

General Support: Click here.
Customer Service Line: 01695 474 433
Website: https://www.chemist-4-u.com/

We appreciate your patience and understanding, and we will do our best to resolve your concerns as quickly as possible.

Updated: 21st April 2025

Price Promise Policy

We regularly check our prices against a range of online competitors. But if you do find something you bought from us at a better price within 7 days, you can request a refund or credit for the difference. 

To submit a price promise request, please click here.

Who do you price match against? 
We will match the price of a product, excluding delivery charges or other additional services, against the list of reputable online pharmacies below. If you don’t see the pharmacy listed where you have found a price difference, please still submit your request, choosing “other” as the option, and a member of our team will be sure to consider your request. 

• ASDA Online Pharmacy
• Boots
• Farmeci
• Habitual
• Happen
• Health Express
• Juniper
• Lloyds Pharmacy
• Numan
• Oxford Online Pharmacy
• Pharmacy2U
• Phlo Clinic
• Prescription Doctor
• Simple Meds Online
• Simple Online Pharmacy
• Superdrug
• The Independent Pharmacy
• Join Voy
• Well Pharmacy
• Zava Med 

Are all your products included in your price promise? 

I’m afraid not. Several products are excluded from our price promise. The excluded products are as follows: 

• Baby milk and formula
• FreeStyle Libre
• Dexcom Clarity

Terms & Conditions

 At Chemist4U, we are committed to providing you, our customers, with the best value for money and an outstanding service. To ensure you always get the best deal, we regularly compare our prices with a range of leading competitors. If you find our products cheaper at another UK registered online pharmacy, we will credit the difference to your account. Please review the terms and conditions below to check if you are eligible for our price promise guarantee:

1. Identical Product: The competitor's item must be identical to the one you want to price match (e.g. brand, size, quantity and strength).
2. Stock Availability: Both Chemist4U and the competitor must have the product in stock and ready for delivery.
3. Publicly Advertised Price: The competitor’s price must be publicly advertised and should not include any promotional offers, discounts, or voucher codes.
4. Price Match Scope: We will match the price of a product excluding delivery charges or other additional services.
5. No Combined Offers: Other promotional offers or vouchers cannot be used in conjunction with a price match.
6. Service Conditions: Comparable service conditions include consultation charges, delivery prices and timeframes.
7. Timeframe: The price match claim must be made within 7 days of your purchase from Chemist4U.
8. Prescription Fees: Prices should include any delivery and prescription fees charged by the competitor.
9. Our Competitors: Please refer to the list of competitors above that we price match against.
10. Products: We do not offer a price promise on all our products. Please refer to the list above to see the products excluded from our price match.
11. Full Price: We do not price match against a product where a discount has been applied. Full price items only.
12. Changes To This Policy: We reserve the right to make changes or amendments to this policy at any time.

Tax Strategy

Introduction
This document as approved by the Board of Chemist4u, sets out the company's approach to conducting its tax affairs and dealing with tax risk.
This policy is effective for the year ending 30 September 2025 and will remain in effect until any amends are approved by the Board of directors of Chemist4u.
The company's strategy is to ensure that Chemist4u pays the right amount of tax required of it under the laws and regulations of the United Kingdom.
 
Tax Policy
Chemist4u is committed to conduct its tax affairs as follows:

1. Comply with all relevant laws, regulations and reporting and disclosure requirements.
2. Ensure that the tax strategy is consistent.
3. Ensure that due care is taken into account in the management of risks associated with tax matters.
4. Build professional and constructive relationships with H M Revenue and Customs.
5. Use all available incentives and reliefs to minimise the tax cost to the company.
   
   

Tax Code of Conduct
a) Compliance with laws and regulations
Chemist4u is committed to observing all laws, regulations reporting and disclosure requirements in carrying out its business by continual collaboration with its tax advisors.
 
b) Consistency with Company strategy
All tax decisions are to made in a manner which is consistent with the Company's overall strategy. No key business decisions will be made without review of the tax consequences.
 
c) Assurance and Tax Risk Management
All responsibility and accountability for the Company's tax affairs and decisions made will be taken at Board level.
 
It is the Company's policy to employ professional care and judgement to assess tax risks in order to reach reasoned conclusions on risk management. 
Where there is uncertainty as to interpretation of tax law, advice from the Company's tax advisors may be taken to support the decisions taken. 
The review function would involve consideration of the legal duties of directors and employees, the effect on corporate reputation, the tax benefits on the company’s results and the calculation of the risk of penalties and interest.
  
Relationship with H M Revenue and Customs
Chemist4u is committed to the principal of transparency in its approach to dealing with H M Revenue and Customs. All dealings are always conducted in a courteous and timely manner. The Company aim has always been to reach agreement on disputed matters.
 
Conclusion
Chemist4u commits to:

• Make fair and accurate returns on a timely fashion.
• Seek to resolve all issues with H M Revenue and Customs on a timely basis.
• Adopt an open, professional and co-operative relationship with H M Revenue and Customs.
• Engage with H M Revenue and Customs to discuss strategy and risks.

Website Accessibility Policy

Our Commitment

At Chemist4u, we are dedicated to ensuring our website is accessible to all users, including those with disabilities, in line with the Equality Act 2010 and the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018. We strive to provide an inclusive digital experience, enabling everyone to access our online pharmacy services, such as ordering prescriptions and browsing health products, with ease and confidence.

Scope

This policy applies to the Chemist4u.co.uk website (www.chemist4u.co.uk) and any associated web applications or digital platforms we operate. It covers all content, including text, images, forms, and interactive features, and extends to users accessing our site via desktop, mobile, or assistive technologies.

Accessibility Standards

We aim to comply with the Web Content Accessibility Guidelines (WCAG) 2.1 at Level AA, the recognised standard for web accessibility. This includes:

• Perceivable: Ensuring content is available to all senses (e.g., text alternatives for images, captions for videos).
• Operable: Making navigation and interactions user-friendly (e.g., keyboard accessibility, clear links).
• Understandable: Using clear language and predictable functionality (e.g., simple forms for prescription orders).
• Robust: Ensuring compatibility with assistive technologies (e.g., screen readers like JAWS or VoiceOver).

Measures Taken

We have implemented the following to enhance accessibility:

• Regular audits using tools like WAVE and axe to identify and fix accessibility issues.
• Alt text for all images, ensuring screen readers can describe visuals (e.g., product images).
• Keyboard-navigable menus and forms, critical for users with motor impairments.
• High-contrast design and adjustable text sizes for users with visual impairments.
• Clear error messages in forms (e.g., prescription uploads) to assist users with cognitive disabilities.
• Training for our web development team on WCAG 2.1 and inclusive design principles.

Ongoing Improvements

We are committed to continuous improvement:

• Annual Reviews: We conduct accessibility audits annually or after major site updates, with results published in our Accessibility Statement.
• User Feedback: We welcome input on accessibility barriers—contact us at.
• Third-Party Content: Where we use external providers (e.g., payment gateways), we encourage them to meet WCAG 2.1, though some elements may be beyond our control.

Accessibility Statement

Our Accessibility Statement details our compliance status, known issues, and plans for resolution, as required by the 2018 Regulations. It is updated regularly and available on our website.

Limitations and Exemptions

While we strive for full compliance, some legacy content or third-party integrations may not yet meet WCAG 2.1 Level AA. We are working to address these, and any exemptions (e.g., disproportionate burden) will be noted in our Accessibility Statement, per UK law.

Feedback and Complaints

If you encounter accessibility issues, please contact us:

We aim to respond within 5 working days. If dissatisfied, you can escalate to the Equality and Human Rights Commission (EHRC) via Equality Human Rights.

Legal Compliance

This policy aligns with:

• Equality Act 2010, ensuring non-discrimination for disabled users.
• Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018, applicable to private entities with public-facing services.
• General Pharmaceutical Council (GPhC) standards, supporting accessible patient care.

Contact

For questions about this policy, contact us. We’re here to make your experience with Chemist4u inclusive and seamless!

Modern Slavery and Human Trafficking Statement

Introduction

At Chemist4u, we are committed to conducting our business ethically and responsibly. As a UK-based online pharmacy regulated by the General Pharmaceutical Council (GPhC), we recognise our responsibility to prevent modern slavery and human trafficking in our operations and supply chains. This statement, made pursuant to Section 54 of the Modern Slavery Act 2015, outlines the steps we have taken to ensure that slavery, forced labour, and human trafficking are not present in our business or those we work with.

Our Business and Supply Chain

Chemist4u operates as an online pharmacy, providing prescription and over-the-counter medicines, health products, and related services to customers across the UK. Our operations include:

• Online retail and dispensing services from our registered pharmacy premises.
• Warehousing and logistics for product storage and delivery.
• Customer service and digital platforms for order processing.
• Our supply chain comprises pharmaceutical wholesalers, logistics providers, and technology vendors, primarily based in the UK and EU, with some global suppliers for non-pharmaceutical goods (e.g., health supplements). We work with reputable partners to ensure compliance with ethical standards.

Our Policies

We have implemented policies to combat modern slavery and human trafficking, including:

• Ethical Sourcing Policy: Requires suppliers to adhere to anti-slavery and fair labour practices, aligned with the Modern Slavery Act 2015.
• Employee Code of Conduct: Mandates fair treatment, prohibits forced labour, and encourages reporting of concerns.
• Whistleblowing Policy: Provides a confidential channel for employees and partners to report suspected modern slavery without fear of retaliation.
• Supplier Due Diligence Policy: Outlines vetting processes to assess supplier compliance with anti-slavery laws.
• These policies are reviewed annually and communicated to all staff and key suppliers.

Due Diligence and Risk Assessment

We take proactive steps to identify and mitigate modern slavery risks:

• Risk Assessment: We assess our supply chain for high-risk areas, focusing on non-UK suppliers and logistics sectors where labour exploitation risks are higher, as identified by the UK Home Office.
• Supplier Vetting: New suppliers complete a questionnaire confirming compliance with anti-slavery laws. High-risk suppliers are audited, with contracts including anti-slavery clauses.
• Ongoing Monitoring: We conduct periodic reviews of key suppliers, using tools like supplier self-assessments and third-party audits where necessary.
• Internal Operations: Our HR processes ensure fair recruitment, verify right-to-work status, and monitor working conditions at our pharmacy and warehouse facilities.

Effectiveness and Key Performance Indicators (KPIs)

To measure our progress, we track:

• Percentage of staff trained on modern slavery (Target: 100% annually).
• Number of suppliers with anti-slavery clauses (Target: 90% by 2026).
• Number of whistleblowing reports and resolutions (Target: Zero unresolved cases).
• Frequency of supplier audits (Target: All high-risk suppliers audited biennially).
• We report progress internally to our Senior Management Team and externally via this statement.

Training and Awareness

We provide mandatory training for all employees on modern slavery, covering:

• Recognising signs of forced labour and trafficking (e.g., restricted movement, unpaid wages).
• Reporting procedures via our whistleblowing channel.
• Our commitment to ethical practices, aligned with GPhC standards for responsible pharmacy operations.
• Additional training is provided to procurement and supply chain teams, using resources from the UK Government’s Modern Slavery Toolkit.

Approval

This statement has been approved by the Chemist4u Senior Management Team

Contact

For questions or concerns about this statement or to report suspected modern slavery, contact us:

Further Information

Learn more about modern slavery at www.gov.uk/government/collections/modern-slavery or contact the Modern Slavery Helpline at 0800 0121 700.

Environmental, Social and Governance Policy

Introduction

At Chemist4u, a UK-based online pharmacy regulated by the General Pharmaceutical Council (GPhC), we are committed to operating responsibly and sustainably. Our Environmental, Social, and Governance (ESG) Policy outlines our approach to minimising our environmental impact, supporting our communities, and maintaining robust governance practices. This policy reflects our dedication to delivering high-quality healthcare services while contributing positively to society and the planet.

Scope

This policy applies to all operations of Chemist4u, including our online retail, warehousing, logistics, and customer service activities. It extends to our employees, suppliers, contractors, and partners, ensuring alignment with our ESG objectives across our supply chain.

Environmental Commitment

We strive to reduce our environmental footprint in line with the UK’s Net Zero by 2050 target and GPhC’s emphasis on responsible pharmacy practices. Our environmental goals include:

• Carbon Reduction: Achieve a 50% reduction in Scope 1 and 2 emissions by 2030, measured against our 2024 baseline, through energy-efficient warehousing and electric delivery vehicles.
• Waste Management: Minimise waste by ensuring 90% of packaging is recyclable or compostable by 2026, and promote medicine return schemes to reduce pharmaceutical waste.
• Sustainable Sourcing: Partner with suppliers adhering to environmental standards, such as ISO 14001, for 80% of our pharmaceutical and health product supply chain by 2027.

Actions:

• Use eco-friendly packaging (e.g., biodegradable mailers) for all deliveries.
• Implement energy audits at our facilities to optimise electricity use.
• Collaborate with NHS Medicine Waste campaigns to educate patients on safe disposal.

Social Responsibility

We are dedicated to supporting our employees, customers, and communities, ensuring equitable access to healthcare and fostering an inclusive workplace.

Employee Wellbeing

Provide fair wages, exceeding the UK Living Wage, and comprehensive benefits, including mental health support.

Promote diversity and inclusion, targeting 40% female representation in leadership roles by 2028.

Offer regular training, including GPhC-mandated CPD, to enhance professional development.

Customer Access

Ensure website accessibility meets WCAG 2.1 Level AA standards, supporting users with disabilities (see our Accessibility Policy).

Provide affordable prescription services, aligning with NHS pricing where possible, and transparent pricing for private purchases.

Community Engagement

Participate in and support the local community through charitable endeavours

Support our employees with time off for charitable giving

Support patient education through resources on safe medicine use, available on our website.

Governance

We uphold high standards of ethics, transparency, and compliance to maintain trust with our stakeholders and meet GPhC regulatory requirements.

Ethical Operations

Comply with the Modern Slavery Act 2015, with due diligence to prevent forced labour in our supply chain (see our Modern Slavery Statement).

Maintain a zero-tolerance policy for bribery and corruption, per the Bribery Act 2010.

Data Protection

Adhere to UK GDPR and Data Protection Act 2018, ensuring secure handling of patient data.

Conduct annual cybersecurity audits to protect customer information.

Regulatory Compliance

Meet all GPhC standards for pharmacy services, including safe dispensing and patient confidentiality.

Engage with the Medicines and Healthcare products Regulatory Agency (MHRA) for pharmacovigilance reporting.

Implementation and Monitoring

We have established a Sustainability Committee to oversee ESG initiatives, reporting to the Senior Management Team. Key performance indicators (KPIs) include:

• Environmental: Annual carbon emissions (tonnes CO2e), percentage of recyclable packaging.
• Social: Employee satisfaction scores (target: 85%+), charity donation amounts.
• Governance: Number of compliance audits completed (target: 100% annually), supplier ethical assessments.
• Progress is reviewed quarterly, with an annual ESG Report published on our website.

Training and Engagement

We train all employees on ESG principles, including:

• Environmental awareness (e.g., reducing waste in warehousing).
• Social responsibility (e.g., diversity training).
• Governance (e.g., anti-bribery, data protection).

Suppliers are engaged through contracts mandating ESG compliance, with audits to verify adherence.

Future Commitments

Over the next three years, we aim to:

• Achieve carbon-neutral operations by 2035 through offsetting and renewable energy use.
• Seek to reinforce our charitable commitments
• Seek to build on our already robust governance framnework

Stakeholder Engagement

We welcome feedback from customers, employees, and partners to improve our ESG efforts. Contact us:

Approval

This policy has been approved by the Chemist4u Senior Management

Further Information

Learn more about UK sustainability guidance at Environmental sustainability.