Terms & Conditions

Version 2.1
Effective Date: 07.10.2026

1. About Us

Pharmulous is a trading name of Pharmulous Healthcare Ltd, a company registered in England and Wales (Company No. 15076607), whose registered office is at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ.

These Terms and Conditions (“Terms”) govern your use of www.pharmulous.co.uk (“Website”) and the supply of pharmacy services and medicinal products by Pharmulous Healthcare Ltd (“Pharmulous”, “we”, “us”, “our”).

By placing an order and ticking the acceptance box at checkout, you confirm that you have read, understood and agree to be legally bound by these Terms.

Nothing in these Terms affects your statutory rights.

2. Regulatory Compliance

Pharmulous operates as a UK-registered online pharmacy and complies with:

• Medicines Act 1968

• Human Medicines Regulations 2012

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

• Data Protection Act 2018

• UK GDPR

All prescription-only medicines are supplied following appropriate clinical assessment and professional judgement in accordance with regulatory standards.

Patient safety is our primary concern.

3. Nature of Contract & Clinical Approval

When you place an order, you enter into:

1. A contract for clinical and pharmacy services (including screening, review, verification and regulatory compliance checks); and

2. A conditional contract for the supply of medicinal products (subject to clinical approval).

No contract for the supply of medicines is formed until:

• Clinical approval is granted; and

• The product is dispensed and dispatched.

Pharmulous is not obliged to supply medication where:

• Clinical criteria are not met;

• Safety cannot be assured;

• Required information or documentation has not been provided;

• The requested dose is not clinically appropriate; or

• Prescribing standards would be compromised.

A decision not to approve a requested item or dose following clinical review reflects professional prescribing judgement and does not constitute cancellation by Pharmulous.

Clinical decisions are final. If you have concerns, you may raise them through our Complaints Policy.

4. GLP-1 Continuation & Dose Escalation

For GLP-1 weight management medicines (including but not limited to Mounjaro® and Wegovy®), continuation and dose escalation requests are subject to enhanced clinical review.

Where:

• Treatment has been initiated by another provider; or

• There has been a gap in ordering; or

• There is uncertainty regarding continuity of treatment (including for existing Pharmulous patients);

Pharmulous may require verifiable evidence of previous prescribing and/or supply before approving continuation or dose escalation.

Acceptable evidence may include:

• A named prescription

• A dispensing label

• A clinic letter

• Digital prescribing confirmation showing patient name and dose

This requirement ensures safe titration, mitigates risks associated with treatment interruption, prevents inappropriate escalation, and supports compliance with professional prescribing standards and patient safety obligations.

Where sufficient evidence is not provided, or where the requested dose is not clinically appropriate:

• The prescriber may decline the requested dose;

• A clinically suitable alternative (including a lower dose or re-initiation protocol) may be offered; or

• The order may not be approved.

If a clinically appropriate alternative is offered and you choose not to proceed, this will be treated as cancellation initiated by you following clinical review. In these circumstances, where clinical and administrative services have already commenced, a £10 administration fee will be retained and the remaining balance will be refunded.

Pharmulous does not guarantee continuation or dose escalation where treatment history cannot be clinically verified.

5. Account Registration

You must:

• Provide accurate, complete and truthful information

• Disclose relevant medical history

• Maintain only one account per individual

We may suspend or close accounts where false, misleading or duplicate information is provided.

6. Clinical Review and Verification

All orders are subject to:

• Clinical screening

• Identity and age verification

• Regulatory compliance checks

• Prescription validation (where applicable)

We may request additional documentation. Failure to provide requested information within 7 days may result in the order not being approved.

7. Product Images, Packaging and Generic Medicines

Product images displayed on our Website are provided for illustrative purposes only. The appearance, packaging, colour, shape, branding and manufacturer of the medicine supplied may differ from the product image shown on the Website.

Where a medicine is prescribed by its generic name, Pharmulous may dispense an equivalent licensed medicinal product from a different manufacturer or supplier, subject to availability, the prescription and the professional judgement of the dispensing pharmacist.

Unless a particular brand or manufacturer is clinically required or specifically prescribed, we do not guarantee that the medicine supplied will be manufactured by the manufacturer shown in any image on the Website.

Any medicine supplied will correspond with the prescription in respect of the prescribed active ingredient, strength, pharmaceutical form and quantity, subject to any clinically appropriate and lawfully authorised changes.

Product images should therefore not be relied upon as confirmation of the manufacturer, packaging or physical appearance of the medicine that you will receive.

8. Express Request for Early Performance

By placing an order and ticking the required consent box at checkout, you:

• Expressly request that Pharmulous begin processing your order immediately;

• Acknowledge that clinical and administrative services begin before expiry of the 14-day cancellation period;

• Agree that if you cancel after processing has commenced, a proportionate administration fee may apply in accordance with Regulation 36 of the Consumer Contracts Regulations 2013.

9. Delivery

We deliver within the United Kingdom only.

Delivery is deemed complete when the courier confirms delivery to the address provided at checkout.

Risk in medicinal products passes upon confirmed delivery.

9.1 Missed Deliveries and Temperature-Sensitive Products

You are responsible for ensuring that delivery can be accepted at the address provided at checkout.

Delivery will be deemed complete when:

• The parcel is delivered to the address provided; or

• Delivery is attempted in accordance with the selected delivery service and you are unavailable to accept it.

Where a signature service is selected, you agree to ensure availability to accept delivery.

If delivery is missed, refused, uncollected from the delivery office, or returned following failed delivery attempts:

• This will be treated as a failure to accept delivery;

• Risk in the goods passes to you once delivery is attempted;

• Pharmulous is not liable for loss resulting from failure to accept delivery;

• Medicinal products cannot be re-supplied due to regulatory and safety requirements;

• Temperature-sensitive medicines may be compromised if not received promptly;

• Returned medicinal products cannot be reissued or reused.

Where failure to accept delivery results from customer unavailability or refusal, a refund or replacement will not be provided.

Nothing in this clause affects your statutory rights.

10. Cancellation & Administration Fee

10.1 Cancellation Before Dispatch

Orders may be cancelled prior to dispatch.

Where clinical review or administrative processing has commenced, a £10 administration fee will be retained as a proportionate charge reflecting work already undertaken. This charge is applied in accordance with Regulation 36 of the Consumer Contracts Regulations 2013.

Where a refund is due, it will be processed within 5 working days of confirming the cancellation. Once processed, it may take a further 5–10 working days for the funds to appear in your account, depending on your card issuer and bank.

10.2 Clinical Non-Approval

Where an item or dose is not approved following clinical review, this reflects professional judgement and does not constitute cancellation by Pharmulous.

If:

• Required documentation is not provided;

• A clinically appropriate alternative is declined; or

• You choose not to proceed following clinical review;

This will be treated as cancellation initiated by you after services have commenced, and the £10 administration fee will apply.

For GLP-1 continuation or dose escalation requests, if you do not provide verifiable evidence of previous prescribing and/or supply, and a clinically appropriate alternative (including a lower dose or re-initiation protocol) is offered but you choose not to proceed, this will be treated as cancellation initiated by you following clinical review. In these circumstances, a £10 administration fee will be retained and the remaining balance refunded.

10.3 After Dispatch

Once medicinal products have been dispensed and dispatched, cancellation is not possible.

Under Regulation 28(3)(b) of the Consumer Contracts Regulations 2013, sealed goods not suitable for return for health protection or hygiene reasons are exempt from cancellation rights once supplied.

Medicines legislation prohibits re-supply of returned medicinal products.

11. Returns and Refunds

Medicinal products cannot be returned once supplied.

Refunds will only be issued where legally required or in accordance with our Returns & Refund Policy.

12. Discount Codes

• Discount codes are offered at Pharmulous’ sole discretion and may be amended, suspended, or withdrawn at any time without prior notice.

• Discount codes must be entered at the time of purchase and cannot be applied retrospectively once an order has been placed.

• Discount codes may be subject to additional terms, including but not limited to expiry dates, minimum spend thresholds, product exclusions, customer eligibility criteria, or usage limits.

• Discount codes may not be combined with any other offer or promotion unless expressly stated.

• Pharmulous reserves the right to invalidate, refuse, or cancel any discount code where misuse, fraudulent activity, breach of these Terms and Conditions, or manipulation of promotional offers is reasonably suspected.

• The availability or use of a discount code does not guarantee prescription approval or supply of medication. All medication requests remain subject to a clinical assessment to determine suitability. Commercial promotions and discounts do not influence clinical decision-making.

• Where discount codes are issued as a gesture of goodwill or compensation, they must be redeemed within the timeframe specified at the time of issue. If no timeframe is specified, goodwill codes can only be issued and used 30 days from the date of issue.

Use of a discount code constitutes acceptance of these Terms and any additional conditions applicable to that promotion.

13. Pharmulous Rewards Loyalty Programme

13.1 About Pharmulous Rewards

Pharmulous Rewards is a customer loyalty programme operated by Pharmulous Healthcare Ltd (“Pharmulous”, “we”, “us” or “our”).

The programme rewards eligible customers for qualifying purchases and certain other activities through reward points, membership tiers and associated benefits.

By participating in Pharmulous Rewards, customers agree to the terms set out in this section, together with the other applicable Terms and Conditions and policies published on our website.

13.2 Eligibility and Membership

Pharmulous Rewards is available to eligible customers with a registered Pharmulous account.

Membership is personal to the individual customer. Reward points, membership status and associated benefits cannot be transferred, sold or combined with another customer's account.

Customers must provide accurate account information and must not create multiple accounts for the purpose of obtaining duplicate rewards or benefits.

Participation in Pharmulous Rewards does not guarantee the approval of any treatment request, the issuing of a prescription or the supply of medication. All orders requiring clinical approval remain subject to assessment by an appropriately qualified healthcare professional.

13.3 Membership Tiers

Pharmulous Rewards consists of three membership tiers based on the customer's qualifying spend during the preceding rolling 12-month period.

Bronze Membership

Customers with qualifying spend below £1,000 during the preceding 12 months are assigned Bronze membership.

Bronze members receive:

• 1 reward point for every £1 of qualifying spend.
• 250 birthday reward points annually.
• Access to applicable anniversary, sixth-order and referral rewards.

Silver Membership

Customers with qualifying spend of £1,000 or more but less than £2,000 during the preceding 12 months are assigned Silver membership.

Silver members receive:

• 1.5 reward points for every £1 of qualifying spend.
• 500 birthday reward points annually.
• Access to applicable anniversary, sixth-order and referral rewards.

Gold Membership

Customers with qualifying spend of £2,000 or more during the preceding 12 months are assigned Gold membership.

Gold members receive:

• 2 reward points for every £1 of qualifying spend.
• 1,000 birthday reward points annually.
• Free delivery on qualifying orders of £100 or more.
• Access to applicable anniversary, sixth-order and referral rewards.

13.4 Calculation of Qualifying Spend

Membership tiers are determined using the value of qualifying purchases made within the preceding rolling 12-month period.

Qualifying spend excludes:

• Delivery charges.
• Discounts and promotional reductions.
• Amounts paid using redeemed Pharmulous Rewards points.
• Cancelled, refunded, unsuccessful or otherwise ineligible orders do not count towards qualifying spend.

As the rolling 12-month period progresses, older purchases may fall outside the calculation. A customer's membership tier may therefore increase or decrease depending on their qualifying spend within the applicable period.

Membership tier calculations are based on Pharmulous' recorded qualifying order history.

Customers can view their current membership tier, available reward points and applicable benefits by logging into their Pharmulous account.

The total monetary value of qualifying spend used to determine membership status may not be displayed within the loyalty dashboard. Customers may contact Pharmulous if they have questions about their membership tier or qualifying purchases.

13.5 Existing Customers and Retrospective Rewards

When Pharmulous Rewards was introduced, eligible existing customers had their membership tiers calculated using their qualifying purchases during the preceding 12 months.

Existing customers were therefore not required to begin building their membership status from zero.

Where applicable, eligible rewards were calculated and credited retrospectively based on the customer's qualifying order history.

Customers who had already completed six qualifying orders before the programme launched may be eligible for the sixth-order reward, provided they had not previously received that reward.

Retrospective rewards are subject to the same eligibility requirements as other rewards under the programme.

13.6 Earning Reward Points

13.6.1 Points on Qualifying Purchases

Customers earn reward points on qualifying purchases according to their membership tier:

• Bronze: 1 point per £1 of qualifying spend.
• Silver: 1.5 points per £1 of qualifying spend.
• Gold: 2 points per £1 of qualifying spend.

Qualifying spend excludes delivery charges, discounts, promotional reductions and amounts paid using redeemed reward points.

Points are awarded only in relation to eligible purchases and may be withheld or reversed where an order is cancelled, refunded or otherwise becomes ineligible.

13.6.2 Birthday Reward

Eligible customers receive birthday reward points once per year, according to their membership tier at the time the reward is issued:

• Bronze: 250 points.
• Silver: 500 points.
• Gold: 1,000 points.

Birthday rewards are limited to one allocation per customer per year.

Customers must have an eligible account and a valid date of birth recorded in their account to receive the reward.

13.6.3 Anniversary Reward

Eligible customers receive 250 reward points once per year on their qualifying Pharmulous membership anniversary.

The anniversary reward is limited to one allocation per customer per year.

13.6.4 Sixth Qualifying Order Reward

Customers are eligible to receive a one-time bonus of 500 Pharmulous Rewards points upon completing six qualifying orders within a consecutive 12-month period.

To qualify:

• All six qualifying orders must be placed within the same rolling 12-month period.
• Each order must be successfully approved and shipped.
• Cancelled, unsuccessful, refunded or unshipped orders do not count towards the six-order requirement.
• The 500-point bonus is credited once the sixth qualifying order has been approved and shipped.

This reward can only be earned once per customer during their lifetime.

Customers who complete a further six qualifying orders in any subsequent 12-month period will not receive the reward again.

The reward is linked to the individual customer rather than a particular account. Creating a new account does not establish eligibility for another sixth-order reward.

Existing customers who completed six qualifying orders within an eligible 12-month period before the launch of Pharmulous Rewards may qualify for the bonus retrospectively, provided they have not previously received it.

All points awarded under this reward expire 12 months from their date of issue, in accordance with Section 13.8.

13.6.5 Refer a Friend Reward

Eligible customers may receive 1,000 reward points for successfully referring a new customer to Pharmulous.

To qualify:

1. The referred customer must be a new customer placing their first qualifying order with Pharmulous.
2. The referred customer's first qualifying order must have a value of £100 or more.
3. The £100 threshold is calculated after discounts and redeemed reward points have been deducted, excluding delivery charges.
4. The order must be successfully approved.
5. The approved order must be shipped.

The referring customer receives the 1,000-point reward only after all eligibility requirements have been met and the referred customer's qualifying order has shipped.

Placing an order or making a payment does not, by itself, qualify a referral for reward points.

Self-referrals, duplicate accounts, fraudulent referrals and referrals that do not meet the qualifying requirements are not eligible.

13.7 Value and Redemption of Reward Points

Each Pharmulous Rewards point has a redemption value of one penny:

1 point = £0.01

For example:

• 100 points = £1.
• 500 points = £5.
• 1,000 points = £10.

There is no minimum redemption amount.

Customers may redeem any amount of their available points towards an eligible order, up to the amount permitted at checkout.

Points may only be redeemed through the Pharmulous website against eligible purchases.

Reward points cannot be exchanged for cash, withdrawn, sold or transferred to another customer.

Points cannot be applied retrospectively to an order that has already been completed.

Where an order involving redeemed points is cancelled or refunded, the relevant points balance may be adjusted in accordance with Pharmulous' applicable refund rules.

13.8 Expiry of Reward Points

All Pharmulous Rewards points expire 12 months from the date they are issued.

Each allocation of points has its own expiry date, calculated from the date the points are credited to the customer's loyalty account.

For example, points issued on 15 October 2026 will expire on 15 October 2027 if they have not been redeemed.

Unused points automatically expire at the end of their applicable validity period and can no longer be redeemed.

The expiry of one allocation of points does not change the expiry date of points earned or issued on another date.

Customers are responsible for checking their available points and using them before their expiry dates.

Expired points cannot be exchanged for cash or transferred to another account.

13.9 Gold Membership Free Delivery

Gold members receive free delivery on qualifying orders with a value of £100 or more.

The £100 threshold is calculated after discounts and redeemed reward points have been deducted, excluding delivery charges.

To qualify, the customer must hold eligible Gold membership when placing the order and the qualifying order value must be at least £100.

Where the qualifying order value is below £100, the applicable delivery charge will apply.

Free delivery is subject to Pharmulous' delivery availability, supported destinations and applicable delivery conditions.

The benefit cannot be exchanged for cash or applied retrospectively to completed orders.

13.10 Points Adjustments, Refunds and Cancellations

Pharmulous may correct a customer's reward points balance or membership tier where an error, duplicate allocation, refund, cancellation or other discrepancy is identified.

Points awarded in connection with an order may be reversed where that order is subsequently cancelled, refunded or determined to be ineligible.

Where points have already been redeemed before a necessary adjustment is made, Pharmulous may make a corresponding adjustment to the customer's remaining points balance.

Any adjustments will be made in accordance with the applicable programme rules and customers' statutory rights.

13.11 Misuse of the Programme

Pharmulous reserves the right to investigate suspected misuse of Pharmulous Rewards.

Misuse may include:

• Creating multiple accounts to obtain duplicate rewards.
• Making fraudulent or misleading referrals.
• Manipulating orders or transactions to obtain points or membership benefits.
• Attempting to redeem points that were awarded incorrectly.
• Any other deliberate attempt to obtain rewards without satisfying the applicable eligibility requirements.

Where misuse is reasonably established, Pharmulous may withhold or reverse improperly awarded points, withdraw benefits obtained through misuse or suspend participation in the programme where proportionate.

Such action will not affect customers' statutory rights.

13.12 Changes to Pharmulous Rewards

Pharmulous may make reasonable changes to the loyalty programme, including its eligibility criteria, membership tiers, earning rates, rewards and redemption arrangements.

Where a change materially affects existing customer benefits, Pharmulous will provide appropriate notice and explain when the change will take effect.

Any changes will be made in accordance with applicable law and will not affect customers' statutory rights.

13.13 Programme Suspension or Closure

Pharmulous may suspend or discontinue the Pharmulous Rewards programme where there is a legitimate business, operational, legal or regulatory reason to do so.

Where reasonably practicable, customers will receive advance notice of a planned programme closure, including information about the treatment and redemption of any existing points balances.

Any suspension or closure will be handled fairly and in accordance with applicable consumer protection law.

13.14 Customer Enquiries and Complaints

Customers who have questions about Pharmulous Rewards, including their membership tier, qualifying spend, points balance, points expiry or reward eligibility, may contact Pharmulous using the contact details published on our website.

Complaints relating to the programme may be submitted in accordance with our Complaints Policy.

Nothing in these Pharmulous Rewards Terms and Conditions affects a customer's statutory rights.

14. Refusal or Discontinuation of Service

We may refuse, suspend or discontinue services where necessary to:

• Protect patient safety

• Comply with legal or regulatory obligations

• Address abusive, threatening or inappropriate behaviour

• Prevent misuse of medicines

• Respond to safeguarding concerns

Decisions to refuse or discontinue service will be recorded and justified in accordance with our governance procedures.

We operate a zero-tolerance policy toward abuse directed at staff.

15. Complaints

We are committed to providing a safe and professional service.

If you are dissatisfied, you may raise a complaint in accordance with our Complaints Policy.
Complaints may be submitted via email to:

[email protected] 

If you remain dissatisfied after receiving our response, you may escalate your concerns to:

General Pharmaceutical Council

www.pharmacyregulation.org

Submitting a complaint does not affect your statutory rights.

16. Limitation of Liability

Nothing in these Terms excludes liability for:

• Death or personal injury caused by negligence

• Fraud or fraudulent misrepresentation

• Any liability that cannot legally be excluded

Subject to this, our total liability shall not exceed the value of the order placed.

17. Force Majeure

We are not liable for delay or failure caused by events beyond our reasonable control.

18. Data Protection

Personal data is processed in accordance with our Privacy Policy.

19. Incorporation of Policies

The following policies form part of these Terms and are incorporated by reference:

• Delivery Policy

• Returns & Refund Policy

• Complaints Policy

• Privacy Policy

By accepting these Terms, you confirm that you have read and agree to those policies.

20. Governing Law

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

The courts of England and Wales shall have exclusive jurisdiction.

21. Contact

Email: [email protected]

Website: www.pharmulous.co.uk