Terms & Conditions

Version 2.0
Effective Date: 25.02.2026

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. 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.

8. 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.

8.1 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.

9. Cancellation & Administration Fee

9.1 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.

The remaining balance will be refunded within 5 working days.

9.2 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.

9.3 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.

10. 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.

11. 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.

12. 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.

13. 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.

14. 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.

15. Force Majeure

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

16. Data Protection

Personal data is processed in accordance with our Privacy Policy.

17. 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.

18. Governing Law

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

The courts of England and Wales shall have exclusive jurisdiction.

19. Contact

Email: [email protected]

Website: www.pharmulous.co.uk