1.1 This website is operated by Universal Pharmacy Ltd (“we”, “us”, “our”), a company registered in England and Wales with company number 07534072, whose registered office is at 26 Stroudley Road, Brighton, East Sussex, BN1 4BH.

1.2 We trade as Medpal Universal Pharmacy, a GPhC-registered distance-selling pharmacy located at:

Medpal Universal Pharmacy
25 Turbine Way
Ecotech Business Park
Swaffham
PE37 7XD

1.3 Regulatory details:
- GPhC registered pharmacy (premises no.): 9011199
- Superintendent Pharmacist: Michael Rudin (GPhC no. 2020470)
- GPhC registered owner: Universal Pharmacy Ltd (no. 1108007)

1.4 You can contact us by:
- Phone: 01760 336774 (ask for Duty Pharmacist)
- Email (general / support): support@medpal.co.uk
- Postal address: Medpal Universal Pharmacy, 25 Turbine Way, Ecotech Business Park, Swaffham, PE37 7XD

1.5 Opening hours (for enquiries):
Monday–Friday: 9:00am – 5:00pm
Saturday, Sunday & Bank Holidays: Closed.

1.6 These terms and conditions (“Terms”) govern your use of www.medpal.co.uk (the “Website”) and the services and products we provide through it (the “Services”). By using the Website, you agree to be bound by these Terms.

2.1 You must be 18 years or older to use this Website and to purchase any pharmacy-only medicines or prescription medicines. By using the Website, you confirm that you meet this requirement.

2.2 You agree that you will:
- Use the Website only for lawful purposes
- Not interfere with, damage or disrupt any part of the Website or its security
- Not attempt to gain unauthorised access to our systems or those of any third party

2.3 We may suspend or terminate your access to the Website at any time if we reasonably believe you have breached these Terms or used the Website inappropriately.

3.1 To access certain Services (including ordering medicines), you may need to create an account and provide personal information.
‍
3.2 You must:
- Ensure all information you provide is accurate and up to date
- Keep your login details confidential and secure
- Notify us immediately if you suspect any unauthorised use of your account
‍
3.3 You are responsible for all activity that occurs under your account, unless we have been negligent.

4.1 We operate as a distance-selling (internet) pharmacy. There is no public walk-in counter at our premises. Our services are provided remotely to patients in England, Scotland and Wales only.
‍
4.2 Our services include (but are not limited to):
- NHS prescriptions – Free NHS prescription delivery service for all patients in England.
- Private prescriptions & services – selected private treatments where clinically appropriate (including via our associated online clinic)
- Medicines advice – support and advice from our pharmacy team by phone, email or other remote means.
‍
4.3 Any advice or information provided on this Website is intended for general information only and does not replace a consultation with a doctor or another healthcare professional.
‍
4.4 We may refuse to supply any medicine or product where we consider it clinically inappropriate, unsafe, unlawful or otherwise unsuitable, even if your order has been accepted or a prescription has been issued.

5.1 You are responsible for ensuring that:
- Any information you provide (medical history, current medicines, allergies, pregnancy status, etc.) is complete, accurate and not misleading
- You update us promptly about any changes in your health or medicines that might affect treatment suitability.
‍
5.2 You must read all labels, patient information leaflets and instructions supplied with any medicine or product and follow directions given by your prescriber and pharmacist.
‍
5.3 If you experience side effects, an allergic reaction, or any unexpected symptoms, you should stop using the product and seek urgent medical advice, including contacting NHS 111, your GP, or emergency services as appropriate.
‍
5.4 We are not an emergency service. If you think it is an emergency or someone is seriously unwell, call 999 immediately. For urgent medical advice that is not life-threatening, contact NHS 111.

6.1 We may dispense:
- NHS prescriptions in accordance with NHS regulations; and
- Private prescriptions issued by appropriately registered prescribers.
‍
6.2 We reserve the right to:
- Decline to dispense a prescription where we reasonably believe it is not genuine, has been altered, or is not clinically appropriate
- Verify prescriptions with the prescriber and/or relevant authorities
- Request additional information or identification before dispensing.
‍
6.3 Original paper prescriptions may be required in some circumstances. Where this is the case, we must receive a valid prescription before we can supply any prescription-only medicine.
‍
6.4 Certain medicines (for example, controlled drugs or refrigerated products) may be subject to additional legal restrictions, identity checks and delivery conditions.

7.1 Your order is an offer to purchase products or services from us. We accept your offer only when we:
- Confirm acceptance of your order by email; or
- Dispatch the product to you; or
- Commence the provision of the relevant service
(whichever occurs first).
‍
7.2 We may refuse any order or limit quantities at our discretion, including where:
- A product is out of stock or discontinued
- There is an error in pricing, description or availability
- We have concerns about clinical appropriateness, safety, misuse or fraud.
‍
7.3 If we cannot accept your order or any part of it, we will contact you and, where applicable, refund any amounts paid for products we do not supply.

8.1 All prices displayed on the Website are in pounds sterling (GBP) and include any applicable taxes, unless otherwise stated.
‍
8.2 NHS prescription charges are set by the relevant health authorities and may change from time to time. You are responsible for paying any applicable NHS charges unless you have a valid exemption.
‍
8.3 We will take payment using the method you select at checkout. By submitting payment details, you confirm that you are authorised to use the chosen payment method.
‍
8.4 We take reasonable care to keep payment details secure, but we are not responsible for loss resulting from unauthorised access to information unless we have been negligent.

9.1 We will deliver products to the address you provide at checkout. It is your responsibility to ensure that the delivery address is correct and that someone suitable is available to receive medicines that cannot be left unattended.
‍
9.2 Approximate delivery times and options are shown during checkout; these are estimates only and are not guaranteed.
‍
9.3 Certain medicines (including controlled drugs or fridge-lines) may have specific delivery requirements and may require a signature or additional ID.
‍
9.4 Risk in the products passes to you when they are delivered to the address you gave us. Ownership passes when we have received full payment.

10.1 Your statutory rights are not affected by this section.
‍
10.2 For prescription medicines (NHS or private) and most over-the-counter medicines, we cannot accept returns once they have left the pharmacy, unless:
- We have supplied the wrong item
- The product is damaged or faulty
- We are required to accept a return by law
‍
10.3 For non-medicinal products, your right to cancel and return items will depend on applicable consumer protection laws and our returns policy, as set out on our Returns & Refunds page (if available).
‍
10.4 If you are entitled to a refund, we will normally process it using the same payment method you used for the original transaction, within a reasonable timeframe.

11.1 You agree that you will:
- Not use any medicine or product supplied through our Website in a way that is inconsistent with medical advice or product instructions
- Not obtain medicines for another person without their knowledge or consent
- Not falsify prescriptions, medical information or identity documents
‍
11.2 You agree to inform us immediately if:
- You suspect that any product we have supplied is unsafe or defective; or
- You suspect that anyone else has used your account or medicines improperly.

12.1 While we try to ensure that all information on this Website is accurate and up to date, it is provided for general information only and:
- Is not intended as a substitute for medical advice
- Should not be relied upon for diagnosing or treating any medical condition
‍
12.2 You should always seek advice from a doctor or other qualified healthcare professional about your individual circumstances.

13.1 All content on this Website, including text, graphics, logos, images, and software, is owned by us or our licensors and is protected by copyright, trade mark and other intellectual property laws.
‍
13.2 You may:
- View and print pages from the Website for your personal, non-commercial use only.
‍
You may not:
- Copy, reproduce, modify, distribute or exploit any part of this Website for commercial purposes without our prior written consent.

14.1 We will handle your personal data (including any health-related information) in accordance with applicable data protection laws and our Privacy Policy and Cookie Policy, which form part of these Terms.
‍
14.2 Please read our Privacy Policy and Cookie Policy carefully, as they explain how we collect, use and protect your information.

15.1 We welcome feedback and take complaints seriously. You can contact us using any of the following routes:
- Phone: 01760 336774 (ask for Duty Pharmacist)
- Email: support@medpal.co.uk
- Post: Medpal Universal Pharmacy, Ecotech Business Park, 25 Turbine Way, Swaffham, PE37 7XD
‍
15.2 Please do not email detailed medical information. If your complaint involves sensitive clinical matters, we will arrange for a pharmacist to contact you.
‍
15.3 Our complaints process aims to acknowledge your complaint within 3 business days and provide a full response within 20 working days (or provide a dated update if more time is needed).
‍
15.4 Complaints are normally reviewed by a trained manager or pharmacist not directly involved in the events complained of, where possible.
‍
15.5 Complaints are handled on a need-to-know basis and in line with data protection law. We keep records of complaints, track themes and use them to improve our services.

16.1 We will provide our pharmacy services with reasonable care and skill and in accordance with applicable professional and legal standards.
‍
16.2 Nothing in these Terms limits or excludes our liability for:
- Death or personal injury caused by our negligence
- Fraud or fraudulent misrepresentation
- Any other liability that cannot be limited or excluded under applicable law
‍
16.3 Subject to clause 16.2 and to the fullest extent permitted by law, we will not be liable for:
- Any loss or damage that is not reasonably foreseeable
- Any loss of profits, business, or anticipated savings
- Any indirect or consequential loss or damage
‍
16.4 We are not responsible for any delay or failure caused by events beyond our reasonable control, including but not limited to strikes, IT failures, pandemics, or delays by postal or courier services.

17.1 We may update these Terms from time to time, for example to reflect changes in law, regulation or our business practices.
‍
17.2 Any changes will be posted on this page with an updated “Last updated” date. Your continued use of the Website after changes are posted will be taken as your acceptance of the new Terms.

18.1 These Terms and any dispute or claim arising out of or in connection with them are governed by the law of England and Wales.
‍
18.2 You and we agree that the courts of England and Wales will have jurisdiction in connection with these Terms.