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Consumer Rights

If the Doctor prescribes a medication which you would like us to supply, under the UK Consumer Protection (Distance Selling) Regulation 2000, we are obliged to state the following:

1. Supplier/Agent

The supplier/agent is Online Clinic (UK) Limited (trading as The Online Clinic) of 7 Tufton Street, London SW1P 3QB. The Company registration number is 5122959.

All prescribed medications will be supplied and filled by a UK pharmacist, pursuant to a prescription by a GMC or EU registered medical practitioner. Full details of the doctor and the pharmacy used for your treatment are available upon written request.

The correspondence address is: For complaints and regulatory matters:
Online Clinic (UK) Limited
12 Harley Street
London W1G 9PG
Online Clinic (UK) Limited
39 Taybridge Road
London SW11 5PR

2. Description of Medication

The description of medication is subject to prescription. A stock list is available after an online consultation form is completed and the doctor has made a diagnosis.

3. Price

The price for treatment is subject to prescription. A price list is available after an online consultation form is completed and the Doctor has made a diagnosis.

4. Delivery Cost

All items are sent by Royal Mail Special Delivery and the cost of this is included with the cost of the medication. If you require a delivery guaranteed for Saturday morning then we offer this as an option on Friday dispatches up to 4.00 pm. There is a £3.50 charge for this service.

5. Payment

At present we accept Visa, MasterCard, Visa Electron, Visa Delta, Switch/Maestro, Solo and American Express.

We also accept personal cheques and postal orders. A mail order form can be printed from the payment page.

6. Right to Cancel and Refunds

Medicines are exempt from the Consumer Protection (Distance Selling) Regulation 2000. Therefore, Online Clinic (UK) Limited does not accept returns as there is no way of ensuring the integrity of the medication. However, we will offer a full refund or exchange of goods in the following circumstances:

  • Although Online Clinic (UK) Limited makes every effort to ensure that your order reaches you in good condition, if you are dissatisfied with the condition of your package when it arrives then you should notify us within two working days of receipt, explaining the nature of the problem. Your complaint may be by way of letter, e-mail or telephone. Online Clinic (UK) Limited will offer to replace the damaged item or issue a full refund immediately on receipt of the returned goods.
  • Every care is taken to ensure that we dispatch the correct medication. If the medication that you receive is not what you ordered then we will offer to exchange your item or offer a full refund. You must inform us of your concern within two working days.
  • If your item does not arrive and it cannot be traced by Royal Mail then we will dispatch a replacement item immediately by Royal Mail Special Delivery at no extra charge.

If after placing your order you change your mind then you can cancel the order for a full refund so long as the item has not been dispatched. Once the item has been dispatched it is deemed to have left the pharmaceutical supply network and it cannot be used for another patient.

7. Complaints

If you are not entirely happy with the service that you have received, you may make a formal complaint in writing to the address set out above.

We will acknowledge receipt of your letter within 2 working days. We will investigate the complaint and will write to you with the outcome within 20 working days. If the investigation is still in progress at that time a letter explaining the reason for the delay will be sent and a full response will be sent within 5 working days of a conclusion being reached.

Further Action:
Should a patient be unhappy with the outcome and unable to reach a local resolution, they can contact the following:

Association of Independent Healthcare Organisations
Telephone: 020 3713 1740
Email: info@aiho.org.uk
Website: aiho.org.uk

If the complaint is of a medical nature, individuals can contact:

General Medical Council (GMC):
GMC
Regent's Place
350 Euston Road
London
NW1 3JN
Tel: 0845 357 8001
Fax: 0845 357 9001
Email: gmc@gmc-uk.org
Website: www.gmc-uk.org/about/contactus/comments_and_complaints.asp

They may also contact Care Quality Commission to let them know if they are unhappy with services they have received:
Care Quality Commission
Finsbury Tower
103 - 105 Bunhill Row
London
EC1Y 8TG
Tel: 03000 61 61 61


You statutory rights are not affected.

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