Terms & Conditions

Medical Specialists® Pharmacy respect the privacy and rights of their patients, so below you can read our Privacy Statement and details about Data Protection and Storage. We also have further information about our Terms & Conditions in respect of the use of our website/service for the placing of orders/online consultations, your rights, Patient Consent, and Returns & Complaints Policy.

We hope you will take time out to fully read all the information within our Terms & Conditions, and if you are uncertain about any aspect, please do not hesitate in contacting us to discuss further.

If you agree to the Terms & Conditions and are happy with our service, please feel free to review us on Feefo, as well as Trustpilot, after you have received your medication

Terms & Conditions


The information on this website is provided for informational purposes only and is not a substitute for professional medical advice. With respect to the information on this website, Medical Specialists® Company Ltd., its staff, or any affiliated company, expressly excludes any representation or warranty (express or implied) to the fullest extent possible. Medical Specialists® Company Ltd., makes no representations about the materials in this site or any sites linked to this site. You agree to accept the application of English Law to govern matters between Medical Specialists® Company Ltd., and yourself.

Privacy Statement

Medical Specialists® Company Ltd., respects the privacy of individuals who visit our website, and we have created this privacy statement in order to demonstrate our firm commitment to your privacy. We use your IP address to help diagnose problems with our server, and to administer our website. Our site uses cookies to track how you were referred to us. We use an order form for customers to request information, products, and services. We collect visitor's contact information (e.g. email address), and any other relevant information, so that we can process orders and send information about our company to our customers.

The medical information you supply is used only by our medical staff to approve or decline orders for specific medications, and to send to you a letter for your doctor in order to comply with the 'Good Medical Practice' as set out by the General Medical Council.

Any information obtained via the website, is privately and confidentially held by Medical Specialists® Company Ltd., and is not passed on to any third party for promotional or financial gain, except to obtain payment for orders received. This site provides users with the opportunity to opt-out of receiving communication from us, where we request information about the visitor. Use of this website including submission of an order form, constitutes acceptance by you of this Privacy Statement.

Contact Our Data Protection Officer (DPO)

We have a Data Protection Officer (DPO). If you have any questions about the data processing activities performed by us, you are welcome to contact our DPO by email at: [email protected]

Controlling your personal information

It's your personal data and you have certain rights relating to it. When it comes to marketing communications, you can ask us not to send you these at any time - just follow the unsubscribe instructions contained in the marketing communication, or send your request to [email protected] 

You also have rights to:

1. Know what personal data we hold about you, and to make sure it's correct and up to date
2. Request a copy of your personal data, or ask us to restrict processing your personal data or delete it
3. Object to our continued processing of your personal data
4. You can exercise these rights at any time by sending an email to [email protected]

If you're not happy with how we are processing your personal data, please let us know by sending an email to [email protected]. We will review and investigate your complaint, and try to get back to you within a reasonable time frame.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

Cyber Security - Protect Yourself

So that you do not become a victim to Cybercrime, please consider the following points:

  • Keep your device updated with the latest software
  • Regularly update your device with AntiVirus/AntiMalware software
  • Regularly scan your device for suspicious software
  • Consider using a unique password on each website you purchase from
  • Do not let anyone know your passwords
  • Beware of suspicious emails
  • Keep your personal information protected
  • Do not use pirate software, they may contain hidden software
  • Regularly check your statements for suspious transactions

For further information, please visit the United Nations Interregional Crime and Justice Research Institute for further help and information regarding protecting yourself online.

Data Storage

We endeavour to protect your details to the best of our ability, we ensure that no finanical information is stored electronically and that our website operates using an up to date SSL Certificate, Firewalled and regularly updated. Patients records will be treated confidentially and stored securely in keeping with Data Protection Law.

Patient Consent

You agree to your online consultation details being captured via our website and viewed by our medical team, pharmacists and/or prescribers. No information will be passed to any other person unless it is in compliance with any regulatory or governing body or if it is for the purpose of preventing injury or harm. Information may also be requested and viewed by another person, if it is needed for the disclosure of the prevention of crime in accordance with the law.

1. Application of Terms & Conditions

1.1 The following terms and conditions apply to the use of this website, which is owned and operated by Medical Specialists® Company Ltd. ("the Site"). By using the Site, you are taken to accept these terms and conditions (whether or not you have read them). If you do not accept these terms and conditions, you must not use the Site or any of the services or materials contained on it.

2. Returns, Cancellations & Complaints Policy

2.1 It is prohibited to accept returns of prescription medication - we therefore cannot accept returns or give refunds unless faulty or sent incorrectly - please be sure that the medication you order is what you actually want / need by discussing with your own doctor / physician.

2.2 In the event that you are entitled to a refund, please note the refund will be made by the same method used to pay for the order. Credit card companies will only allow refunds to be made to the card used to pay for the original order. Please be aware that it can take as long as 10 working days or more for a refund to be acknowledged by your bank or credit card company. Your statutory rights are not affected by this. Any delay in a payment being credited back to your account is not down to us and is due to your own bank/credit card company not releasing the funds back to you yet.

2.3 Please note that during these difficult and unprecedented times, particularly with the ongoing Coronavirus (COVID-19) pandemic and its impact on staffing levels around the country, Royal Mail have stated: "We may not be able to meet the customer promise of guaranteed next day delivery in all locations, at all times of the Special Delivery by 1pm service.” 

Please note that Medical Specialists® will not be held liable if there is a slight unforeseen delay with your delivery from Royal Mail (e.g. 1 or 2 days). Moreover, you will not be entitled to a refund for your order or for the delivery charge associated with the order, due to the fact that Royal Mail delays are out of our hands.

In addition, as of 07/08/2023, Royal Mail have confirmed: "For Special Delivery Guaranteed there will no longer be a next day guaranteed service to JE postcodes (JE1-4)."

Therefore, Medical Specialists® cannot be held liable for delivery delays to these postcodes or offer refunds for postage due to a delay with Royal Mail.

2.4 In respect of orders sent overseas (e.g. outside of the United Kingdom), Medical Specialists® will also not be responsible for any fees or taxes levied by customs, or the confiscation of parcels by customs that have been sent overseas. It is your responsibility to fully check the type of imported items that are permissible into your country before placing any order with us. In the event of an overseas delivery failure, Medical Specialists® will not be held liable and you will not be entitled to a refund. 

2.5 Please note that our drug manufacturers carefully check every pack of medication during their manufacturing process to ensure the correct contents are inside. In addition, Medical Specialists® gently shake each box/pack of medication, thoroughly inspecting every item receieved into stock to ensure no medication pack is empty, as well as re-checking and weighing medication at the dispensing stage. Therefore, in respect of claims of the receiving of empty medication boxes (e.g. claims that no blister packs of tablets are inside the box for example), such claims will be rejected, you will not be entitled to a refund, and we will not send more medication.

2.6 If after placing your order with Medical Specialists®, you change your mind, you can cancel and receive a full refund as long as your order/consultation has not been approved by a Prescriber (as in this case, the prescription will have already been issued and generated at Medical Specialists®).

After the prescription has been issued, we will have to charge you a £5.00 administration fee to cover our costs incurred. This fee applies both if you cancel after a prescription has been issued, or should you need to change the prescription to another item. As we are not able to change prescriptions, we will need to cancel the order altogether and you will need to place a new order on our website.

Please note that after an order/consultation has been marked as dispatched, it has left the pharmaceutical network. Therefore, we are not legally able to use the medication for another patient, and cannot cancel/refund your order after dispatch.

Please note that deliveries are made to the delivery address you supply to us when you order via your chosen delivery method. Re-delivery of any returned orders will incur an additional delivery charge of £10.00 to cover postage and packing. If you have any questions regarding delivery times, or to check that an item is in stock, or any other query, you can call our customer service team on +44 (0) 161 762 9108 or email us at [email protected]

PLEASE NOTE: If you DO NOT pay for your returned item(s) after a further 90 days, your package will be destroyed. Any fridge item that returns to us will automatically have to be destroyed due to the nature of the item. You will not be entitled to any refund or replacement medication for any medication that has been destroyed.

2.7 If you are unhappy with our service in any way, we would like to know. We will do everything we can to resolve the complaint to your satisfaction. Please contact us immediately and we will investigate your complaint straight away.

2.8 If you have any doubts or questions, please contact your doctor in the first instance, or you can contact us - click here

3. Copyright

3.1 The Site and its contents are protected by copyright and may not be copied, reproduced (whether hard copy or electronically), or used in any way other than in the circumstances and for the express purposes as set out below. The authors and the materials from time to time included in this site assert their moral rights to be identified as the author and to object to derogatory treatment of their work as provided under the Copyright Designs and Patents Act 1988.

3.2 Reproduction of this Site or any of its contents, is permitted only on the following conditions:

3.2.1 Such reproduction is by way of down load to a local hard disk, and if transferred to a hard copy, is limited to five such copies.

3.2.2 The integrity of the contents is maintained, the Site is acknowledged as its source, and the Site's address (www.medical-specialists.co.uk) is supplied.

3.2.3 If it is for provision to a third party, such reproduction should not be for commercial purposes, and the third party is made aware that these conditions apply to it and its use of the material.

3.3 Save as permitted at 2.2 above, no part of the Site (photographs, drawings, designs or other graphics) may be downloaded from the Site or otherwise copied or reproduced (whether in hard copy or electronically) or incorporated in any other publication or website without the prior consent of Medical Specialists® Company Ltd.

3.4 Operators of other websites may set up hyperlinks from their website to the home page of this Site, but only with the prior written consent of Medical Specialists® Company Ltd.

3.5 Users of this Site hereby agree to indemnify and hold Medical Specialists® Company Ltd., harmless for any claims, losses, awards, fines, damages, costs and expenses made against it in respect of any breach by that user of the terms of this clause.

3.6. Site control and access: Medical Specialists® Company Ltd., reserve the right unilaterally in its sole discretion and without notice, to alter or remove all or any part of the Site and/or to restrict it without prior notice.

4. Limitations

4.1 Although the information on this Site has been created with reasonable skill and care, it is provided for informational purposes only and is not a substitute for professional medical advice. You should not use the information on this website for diagnosing or treating a medical or health condition, and should always consult a professional healthcare provider. However, the Site is a free access website and accordingly it is a condition of access to and use of the Site that any access to, use of, or reliance placed on the Site or any materials on it, are the users own and sole risk.

4.2 Medical Specialists® Company Ltd., offers and gives no representation or warranty, as to the accuracy or suitability for any, or any particular, purpose of the Site or any of its contents.

4.3 Medical Specialists® Company Ltd., and any other contributors to the Site, shall have no responsibility or liability for errors or omissions or for any loss or damage suffered as a result of any access to, use or unavailability of or reliance placed upon the Site or its contents including without limitation any effect on your computer itself or otherwise howsoever any direct or indirect loss, consequential loss, loss of data and/or any loss of income or profits.

4.4 Users and contributors to any discussion forums, notice board pages or emails to this Site, are advised that any abusive, offensive, defamatory, blasphemous, illegal or prohibited remarks are done so at the individual contributors own and sole risk. Medical Specialists® Company Ltd., has no and disclaims any liability in respect of any such material, and each contributor hereby agrees to indemnify and hold Medical Specialists® Company Ltd., harmless for any claims, losses, awards, fines, damages, costs and expenses made against it in respect of the same.

4.5 Medical Specialists® Company Ltd., reserves the right at its sole discretion, without being under any obligation to do so, to remove or edit any illegal or objectionable material.

4.6 This Site includes links to other world wide websites, which are outside our control, and we neither endorse nor vouch for the material and contents on these sites. Medical Specialists® Company Ltd., is not responsible or liable for the accuracy, legality, and completeness of these sites or the materials contained on them. If you rely on any advice given on these sites, you do so at your own risk.

5. Changes

5.1 Medical Specialists® Company Ltd., reserves the right unilaterally, to vary or replace these terms and conditions of use, or products and prices on this Site from time to time. You will be bound by any changes or replacements, whether or not you revisit or reread this page.

5.2 Medical Specialists® Company Ltd., is not responsible or liable for any changes made by the manufacturers to any of the products available on this Site. You will be bound by any changes or replacements, whether or not you revisit or reread this page.

6. Severability

6.1 If any of the provisions of theses terms and conditions shall be determined invalid, unlawful, or unenforceable to any extent, such provision shall be severed from the remaining provisions of these terms and conditions, which will continue to be valid to the full extent permitted by law.

7. Law & Jurisdiction

7.1 These terms and conditions and use of the Site are governed by English Law and any dispute connected with the Site shall be subject to the exclusive jurisdiction of the English courts.

7.2 Medical Specialists® Company Ltd., are not responsible for local taxes (e.g. VAT/IVA) or import restrictions and laws which may apply in some countries on any products we supply. By ordering any product, the user hereby agrees to indemnify and hold Medical Specialists® Company Ltd., harmless for any claims, losses, awards, fines, damages, costs and expenses made against it in respect of the same.

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