Online pharmacy

• You can check LoveMyLife Pharmacy, registration number 9013279, on the GPhC pharmacy register.

• You can verify our Superintendent Pharmacist, Sabina Yasmin Islam (GPhC number 2085363), on the GPhC pharmacist register.

LoveMyLife Pharmacy is committed to providing safe, transparent, and high-quality pharmaceutical care. Our key policies include:

• Dispensing policy We dispense clinically equivalent generic medications by default. If you prefer a specific brand, let us know on the order form and we will do our best to accommodate your preference. Branded versions may cost more.

• Clinical assessment Every order is reviewed by a doctor or pharmacist for clinical appropriateness before any medication is dispensed. We may contact you for additional information or recommend a consultation if clinically necessary.

• Controlled drugs Controlled medications require enhanced identity verification, including photo ID. Maximum supply is 30 days per prescription. Controlled drug orders cannot be delivered to PO Box addresses.

• Privacy and data protection We are registered with the Information Commissioner's Office (ICO reference: ZC090113). All personal and medical data is encrypted using HTTPS/SSL and stored securely. We never sell your data. Full details are in our Privacy and Cookies policy at lovemylife.com/privacy.

Delivery Medications are dispatched to your door using tracked delivery services. You will receive tracking information by email once your order is dispatched.

• Refusing to supply We reserve the right to decline any order if our clinical team believes it is not in your best interest, or if we are unable to verify your identity to the required standard. In such cases, we will explain our reasons and suggest alternatives where possible.

• Side effects and adverse reactions If you experience side effects, contact us at [email protected] or call 020 7971 1333. You can also report side effects directly to the MHRA via the Yellow Card Scheme at yellowcard.mhra.gov.uk. In an emergency, call 999.

If something is not right with your order, tell us and we will sort it.

Cancelling an order You can cancel at any time before your medication is dispensed, for a full refund. Email [email protected] or call 020 7971 1333.

If we cannot supply If our clinical team cannot approve your order, the hold on your card is released and you are not charged. If an item turns out to be unavailable after you have paid, you are refunded in full.

Returned medicines For safety reasons, medicines cannot be returned for a refund once dispensed, even unopened. A returned medicine can never be supplied to another patient, so this rule protects everyone.

Damaged, incorrect or faulty items If your order arrives damaged, incorrect or unfit for use, tell us within 14 days and we will replace it or refund you in full, including any delivery cost.

Refunds Refunds go back to the card or payment method you used, normally within 14 days of being agreed. Full details are in our cancellation policy.

Safe disposal Any pharmacy will take unwanted medicines for safe disposal, free of charge.

We work hard to give every patient care they are pleased with, and most of the time we get it right. When we don't, we want to know. Tell us what went wrong and we will listen, put it right where we can, and learn from it.

• How to make a complaint:

• Phone: 020 7971 1333.

• Email: [email protected]

• Post: LoveMyLife Ltd, Unit 2023, The Healthcare Village, Westfield London, Ariel Way, London W12 7GF

• What happens next: We will acknowledge your complaint within 2 working days, usually sooner, and aim to give you a full written response within 10 working days. If the investigation needs longer, we will explain why and keep you updated throughout.

If you are not satisfied with our response, you can escalate your complaint to the General Pharmaceutical Council (GPhC). Email: [email protected]. Phone: 020 3713 8000. Website: www.pharmacyregulation.org

You may also contact the Parliamentary and Health Service Ombudsman if you remain dissatisfied after the GPhC process. Website: www.ombudsman.org.uk

By using LoveMyLife Pharmacy services, you agree to the following terms. Full details are available on our Terms and Conditions page at lovemylife.com/terms-conditions.

Eligibility Our pharmacy services are available to adults aged 18 and over who are resident in the United Kingdom. Some medications have additional age restrictions as noted on the relevant product pages.

Accuracy of information You must provide accurate and complete information on the consultation form. Providing false or misleading health information could put your safety at risk and may result in us declining to supply medication.

Clinical decisions All prescribing and dispensing decisions are made by our qualified clinical team. We reserve the right to decline any order, recommend an alternative, or require a consultation before supplying medication.

Pricing and payment All prices shown are per pack and include VAT where applicable. We check your card when you order and hold the amount, but we do not take it until a doctor has approved your order. If we cannot approve it, the hold is released and you are not charged.

Cancellations and returns You may cancel an order at any time before your medication has been dispensed, for a full refund. Once medication has been dispensed, it cannot be returned or refunded for safety reasons, in accordance with pharmaceutical regulations. If we are unable to fulfil your order, you will receive a full refund.

Delivery Approved orders are posted the same day or the next working day, tracked. Each medicine page says which. We are not responsible for delays caused by the delivery provider, but we will work with you to resolve any issues.