HotChemist.co.uk Terms & Conditions
BY CONTINUING TO USE THIS WEBSITE YOU ARE CONFIRMING THAT YOU ACCEPT OUR TERMS AND CONDITIONS OF USE SET OUT BELOW. IF YOU DO NOT ACCEPT THE TERMS AND CONDITIONS, YOU MUST LEAVE THIS WEBSITE.
This HotChemist Online website is owned and provided by Hot Pharma Limited (HotChemist), a company incorporated in England and Wales under company number 9018672. Our VAT Number is GB 186 7381 63. If you need any information or have a complaint about this website or any of our services please contact us by one of the following methods:
- Online Orders & Pharmacy: 01908 803499
Calls from a landline will be charged at the standard rate. Costs from mobiles may vary.
Email - firstname.lastname@example.org
Mail (registered office)
39 Carters Lane
Fax: 01908 803499
The HotChemist Online service is run by qualified pharmacists and operates from registered pharmacy premises under General Pharmaceutical Council registered premises number 9010406 at:
39 Carters Lane, Kiln Farm, Milton Keynes, MK11 3HL
GPhC No 2059274
Hot Pharma Limited
39 Carters Lane
All pharmacists are bound by codes of professional ethics and conduct. You can access these professional conduct rules by visiting www.rpharms.com. Contact details for the General Pharmaceutical Council are also available at www.pharmacyregulation.org
Additional terms, which form part of these terms and conditions, apply to the access and use of certain Hot Chemist services. Please click on the relevant link(s) below to view the terms:
IT IS IMPORTANT THAT YOU UNDERSTAND AND ARE COMFORTABLE WITH THESE TERMS BEFORE USING THE SERVICE AND WE ENCOURAGE YOU TO TAKE TIME TO READ THEM
Visitors to this website may be required to register in order to use its facilities. There are 2 levels of registration currently available:
(Requiring basic information about you) – this will give you access to newsletters and enable you to purchase items in the online store
(Requiring the same information as basic registration together with your gender enabling us to help verify prescriptions) – this is needed to order prescriptions
Username and passwords
During the registration process you may be allocated, or invited to choose, your own username and password which will be unique to you. You are responsible for keeping your username and password confidential and for ensuring that they are not used by any other person.
Offers, promotions, software and downloads
HotChemist and other third parties, with whom we have a business relationship, may occasionally promote their goods or services on this website or through other direct marketing initiatives or may make software and other materials available for you to purchase or download. Whilst we try to encourage third parties to offer good quality products, services and materials at competitive prices we have no control over them or other third parties. We do not endorse the products or services they offer, or give you any assurance that they will be suitable for your needs. It is your responsibility to satisfy yourself in this regard and we have no liability in connection with the same.
Ownership of materials and licence terms
This website, the materials and software on it, or provided to you through it are protected by copyright, trade mark and other intellectual property rights and laws throughout the world and are owned by, or are licensed to, HotChemist and/or third parties. You are permitted to display the materials on this website on a computer screen and, save for restricted access documents, to download and print a hard copy for your personal use or for obtaining products or services from us provided you do not alter or remove any of the content or any part of the website without our express permission to do so and that you do not change or delete any copyright, trade mark or other proprietary notices.
You agree not to:
- Copy, reproduce, store (in any medium or format), distribute, transmit, modify, create derivative works from all or any part of this website or the materials or software on it, or provided to you through it without our prior written consent (which may be given or withheld in our absolute discretion)
Use this website or any of the materials or software on it, or provided to you through it, for:
- Any unlawful purpose or in contravention of applicable law
- Commercial exploitation without our prior written consent
- Any purpose or in any manner that may give a false or misleading impression of us, our staff or our services
Use, upload or transmit:
- Any material that is defamatory, offensive, obscene or otherwise unlawful, or which may cause offence or distress or which may affect or infringe the rights of any other person
- Any device, software, file or mechanism which may interfere with the proper operation of this website or our systems
- Establish a link to this website from any other website, intranet or extranet site without our prior written consent
- Decompile, disassemble or reverse engineer (or attempt to do any of them) any of the software or other materials provided on or through this website
- Do anything that may interfere with or disrupt this website or our service
- Encourage or permit others to do any of the above
IN THE EVENT THAT YOU DO NOT COMPLY WITH THE ABOVE RESTRICTIONS, ANY PERSON AFFECTED BY YOUR ACTIONS MAY BRING A CLAIM AGAINST YOU AND/OR HOTCHEMIST. WE WILL PURSUE A CLAIM AGAINST YOU FOR ANY LOSSES AND COSTS (INCLUDING LEGAL COSTS) WE MAY SUFFER AS A RESULT OF YOUR ACTIONS.
Suitability of materials
We do not give any assurance that the materials provided or available to you on or through this website are suitable for your requirements or that they will be secure, error or virus free and we will have no liability in respect of those materials.
This website is provided free of charge and we make no guarantee that it will be uninterrupted or error free. We reserve the right to modify, suspend or withdraw the whole or any part of the website or any of its content at any time without notice and without incurring any liability.
Links from this website
We may, from time to time, provide links from this website to websites that are owned and controlled by third parties. These links are provided only for your convenience and we have no control over and will have no liability in respect of those websites.
We may monitor activity and content on this website and may take any action we consider appropriate if we suspect you may be in breach of these Terms and Conditions including suspending, attaching conditions to or terminating your access and/or notifying the authorities or relevant regulators of your activities.
Accuracy of Information
We take care to ensure that all information available on our website about our business, services and any products mentioned is accurate. However, these are continually developing and, occasionally, the information may be out of date. Medical, commercial and legal practice change frequently and the content on this website, in any newsletters and in other items offering guidance have been prepared for general interest only and are not a substitute for specific medical, legal or other professional advice and should not be read or used as such. For accurate up-to-date information you should contact us and/or your GP directly.
HOTCHEMIST DOES NOT WARRANT OR REPRESENT THAT THE MATERIAL ON THIS WEBSITE IS ACCURATE, COMPLETE OR CURRENT OR THAT THE WEBSITE WILL BE FREE OF DEFECTS OR VIRUSES.
NOTHING CONTAINED IN THE PAGES OF THIS WEBSITE SHOULD BE CONSTRUED AS MEDICAL, COMMERCIAL, LEGAL OR OTHER PROFESSIONAL ADVICE. DETAILED PROFESSIONAL ADVICE SHOULD BE OBTAINED BEFORE TAKING OR REFRAINING FROM ANY ACTION BASED ON ANY OF THE INFORMATION OR MATERIAL CONTAINED IN THIS WEBSITE OR ANY COMMUNICATIONS PROVIDED TO YOU AS A RESULT OF YOUR REGISTRATION.
Use of this website outside England and Wales
HotChemist makes no claims or representations that any or all of the content of this website may be lawfully viewed or downloaded outside England and Wales and, unless otherwise specifically stated, the content and this website is directed solely at users who access this website from England and Wales.
IF YOU CHOOSE TO ACCESS THE WEBSITE FROM OUTSIDE ENGLAND AND WALES, YOU DO SO AT YOUR OWN RISK AND ARE RESPONSIBLE FOR COMPLIANCE WITH THE LAWS OF YOUR JURISDICTION.
Liability For Our Mistakes
WE WILL NOT BE LIABLE FOR ANY LOSS OR DAMAGE (IN CONTRACT, NEGLIGENCE OR OTHERWISE) WHERE:
(A) THERE IS NO BREACH OF A LEGAL DUTY OF CARE OWED TO YOU BY US;
(B) THE LOSS OR DAMAGE IS NOT A REASONABLY FORESEEABLE RESULT OF ANY SUCH BREACH; OR
(C) ANY LOSS OR DAMAGE OR INCREASE IN LOSS OR DAMAGE RESULTS FROM A BREACH BY YOU OF THESE TERMS AND CONDITIONS.
NOTHING IN THESE TERMS AND CONDITIONS EXCLUDES OR LIMITS OUR LIABILITY FOR FRAUDULENT MISREPRESENTATION OR FOR DEATH OR PERSONAL INJURY CAUSED BY OUR NEGLIGENCE. NOTHING IN THESE TERMS AND CONDITIONS SHALL AFFECT YOUR STATUTORY RIGHTS.
Third party rights
Nothing in these Terms and Conditions is intended to nor shall it confer a benefit on any third party under the Contracts (Rights of Third Parties) Act 1999 and a person who is not a party to these Terms and Conditions has no rights to enforce them.
No delay or decision not to enforce rights under these Terms and Conditions will constitute a waiver of the right to do so and will not affect rights in relation to any subsequent breach.
These Terms and Conditions are subject to the laws of England and Wales and each of us hereby submits to the non-exclusive jurisdiction of the English and Welsh courts.
WE RESERVE THE RIGHT TO CHANGE THESE TERMS AND CONDITIONS AT ANY TIME. THE NEW VERSION WILL BE POSTED ON THIS WEBSITE AND WILL TAKE EFFECT IMMEDIATELY UPON POSTING.
IF YOU USE THE WEBSITE AFTER THE NEW TERMS AND CONDITIONS HAVE COME INTO EFFECT, YOU WILL BE INDICATING YOUR AGREEMENT TO BE BOUND BY THE NEW TERMS AND CONDITIONS.
Online Pharmacy (Prescription Ordering)
THE FOLLOWING TERMS APPLY TO YOUR USE OF THE HOTCHEMIST PRESCRIPTION ORDERING SERVICE. THESE ARE ADDITIONAL TO AND SUPPLEMENT OUR GENERAL WEBSITE TERMS AND CONDITIONS WHICH ALSO APPLY.
IF YOU HAVE ANY QUESTIONS CONCERNING THE SERVICE, PLEASE CONTACT US.
Registration for this service for prescriptions will take place on our website.
Prescriptions for persons other than yourself
If the prescription is for a person other than yourself, you will need to have the authority of the person whose prescription it is to have it dispensed by us. By placing an order to dispense another person’s prescription you confirm that you have their authority to do so.
We only accept Prescription Orders from customers who are 18 years old or over although they may order prescriptions for persons who are under 18. By placing an order, you confirm that you are at least 18.
We only accept Prescription Orders from and dispatch prescriptions to addresses in the United Kingdom. Whilst we are happy to dispense prescriptions to customers in Scotland and Wales, the charges will be the same that apply to customers in England.
Calls to our Prescription Order line are charged at local rates from a BT landline. Your mobile operator's normal charges will apply to calls from mobiles.
No Prescription Order placed by you will be binding on us until we have confirmed the order to you by email or in writing. We reserve the right to reject any order.
We will start to process your prescription on receipt. If you wish to cancel an order for a prescription you should contact us promptly on 01908 803499 before sending us the prescription. You agree that after this date, we will have begun the service at your request and that you will have no rights to cancel the order under the Consumer Protection (Distance Selling) Regulations 2000 or otherwise.
Verification of prescription
When we receive a prescription from you we will verify it against the information provided to us at the time the order was placed. In the event that the information does not match with your original order, we may try to contact you using the information in your registration. If we cannot contact you and we are unable to dispense the item(s) on your Prescription Order we reserve the right to return your prescription to you.
For NHS prescriptions you will be required to confirm eligibility for free prescriptions or to confirm you have a pre-paid prescription certificate. It is your responsibility to give accurate information and to not make a false declaration. For private prescriptions, the minimum charge will be £5.00 per item irrespective of the quantity of the particular item.
Please note that prices quoted on our website are for prescriptions for humans (which are VAT exempt) and therefore the prices shown do not include VAT. Private prescriptions for animals are not exempt from VAT so we are unable to provide you with a price online.
Postage and Packaging Costs
NHS Prescriptions: delivered via Royal Mail Signed For Delivery and will require a doorstep signature. There is no charge for delivery.
Private Prescriptions: delivered via Royal Mail Special Delivery and will require a doorstep signature. Delivery costs £3.95.
NHS prescription items are delivered free of charge regardless of total order value.
Normal delivery charges will apply for non-prescription items in the same basket.
In providing payment card details, you confirm that you are authorised to use the card and authorise us to take payment in full for the applicable prescription charges, postage and packing charges and any other charges that become due to us under these terms. Refunds, if applicable, will only be made to using the payment gateway and/or card originally used for payment.
Non-Receipt of Prescription.
If you place a Prescription Order and we do not receive the relevant prescription, we will not have any liability to you and it will be your responsibility to contact us within 30 days regarding your prescription order.
Non-Availability/Suitability of Products
If any of the items on your prescription are not available, or are not suitable for dispensing through this service, we will try to contact using the information in your registration and refer you to your nearest chemist.
Delivery of fulfilled prescriptions
Prescription medicines will require a doorstep signature. Prescription items can only be dispatched once we have received your signed prescription, either in paper or electronic format. All private prescription items have a minimum order value of £5.00. All items are posted to the address provided by you in your registration or to an alternative address if directed by you. You acknowledge and accept that we have no control over the postal system and we have no liability in respect of items that are not received by you after we have dispatched them. You acknowledge and accept that items will need to be signed for on delivery and authorise any person at your chosen delivery address to sign for the items as your authorised representative. In the event that the packaging is opened after delivery, we will have no liability to you for lost or damaged items or for what third parties find out about you as a result.
Items requiring refrigeration/controlled drugs
Prescriptions containing items which require refrigeration or are controlled drugs will be accepted for dispensing and delivery.
Notification of errors
You should check the items dispensed to you carefully and promptly upon receipt. If you believe there may have been a dispensing error, you should contact us immediately and should not take or use any of the items.
YOU MUST CHECK ALL ITEMS DISPENSED TO YOU AND SHOULD NOT TAKE ANY MEDICATION THAT APPEARS TO HAVE BEEN TAMPERED WITH OR WHICH MAY HAVE BEEN DISPENSED IN ERROR.
FAILURE TO ABIDE BY THIS WARNING COULD SERIOUSLY DAMAGE YOUR HEALTH.
Ask HotChemist (Ask an Expert)
THE FOLLOWING TERMS APPLY TO YOUR USE OF THE ASK HOTCHEMIST SERVICE. THESE ARE ADDITIONAL TO AND SUPPLEMENT OUR GENERAL WEBSITE TERMS AND CONDITIONS WHICH ALSO APPLY.
IF YOU HAVE ANY QUESTIONS CONCERNING THE SERVICE, PLEASE CONTACT US.
No registration is required to use this service.
Provide accurate information
Ask HotChemist response times.
In most cases you should expect to receive a response within 48 hours. However, we are dependent on assessment by a panel of experts and third party computer and communications systems which may affect response times.
Ask HotChemist - the advice you receive
We obtain advice for you from a panel of medical experts which is based on the information you provide.
YOU MUST CHECK ANY ADVICE GIVEN BY OUR PANEL WITH YOUR OWN GP BEFORE TAKING OR REFRAINING FROM ANY COURSE OF ACTION OR TREATMENT.
FAILURE TO DO SO COULD SERIOUSLY DAMAGE YOUR HEALTH.
Merchandising - Purchase of Goods
THE FOLLOWING TERMS APPLY TO THE PURCHASE OF GOODS AND SERVICES FROM HOTCHEMIST.CO.UK. THESE ARE ADDITIONAL TO AND SUPPLEMENT OUR GENERAL WEBSITE TERMS AND CONDITIONS WHICH ALSO APPLY. THESE TERMS AND CONDITIONS MAY BE AMENDED AT ANY TIME AND THE TERMS AND CONDITIONS THAT APPLY FOR EACH ORDER WILL BE THOSE ON THE WEBSITE AT THE TIME YOU PLACE YOUR ORDER.
IF YOU HAVE ANY QUESTIONS CONCERNING THE SERVICE, PLEASE CONTACT US. THESE TERMS AND CONDITIONS CONTAIN IMPORTANT INFORMATION ABOUT YOUR RIGHTS AND ARE LEGALLY BINDING. YOU SHOULD PRINT AND KEEP A COPY OF THEM FOR YOUR RECORDS
In order to use this service you will need to register on this website.
We only accept orders from persons aged 18 or over. By placing an order, you are confirming that you are in this age range.
We only accept orders from and dispatch orders to addresses in the United Kingdom, the Channel Islands and the Isle of Man.
Placing an order
It is your responsibility to check that your order is accurate before submitting it to us.
All prices on this website are in pounds sterling and include VAT unless expressly stated otherwise. We take care to ensure that all pricing information on our website is accurate but occasionally there may be an error. We verify pricing at our dispatch centre. If the correct price is lower than that on the website at the time you place your order, we will charge you the lower price. If the correct price is higher than that on the website, we will try to contact you for instructions using the information provided on your order and give you the choice of cancelling your order or paying the correct price.
Vouchers & Coupons
Due to legal restrictions, any vouchers or coupons that are provided by HotChemist cannot be redeemed against any prescription item (NHS or private), infant formula milk or items containing codeine. Each voucher or coupon will have additional terms and exclusions and we suggest that you read those terms and exclusions prior to using the voucher or coupon.
Save 10% Voucher Code
As well as standard exclusions, the 'Save 10%' voucher code cannot be used on nappies, training pants, Bio Oil, Deals of the Week, Deals of the Month, Fragrances of the Week or Mega Deals.
Accuracy of Information
We try to ensure that all information and colours are correct at the time of their publication. However, the representation of colours on your browser may differ from the actual colours of products supplied. Any typographical, clerical or other error is subject to correction without any liability on our part. Any advice or recommendation given on this website or otherwise given to you by us, or any of our employees or agents, is followed or acted upon entirely at your own risk and we are not liable for such advice or recommendation.
Concluding a Binding Contract
When we receive an order from you to purchase items from us, we will confirm that we have received the order by email to the address provided by you in your order. Your order is an offer to purchase an item and will not be binding on us until the earlier of us sending you an email to confirm that we have dispatched that item to you or you receiving the item. Our professional codes of conduct and legal restrictions may limit the number of any item we are permitted to supply to you and, as such, we have no obligation to supply quantities exceeding the relevant permitted maximum and will charge only for those we do supply. We reserve the right to reject any order.
Postage and Packing Costs
Postage and packing costs will be added to the cost of your order (excluding NHS Prescriptions) and will depend on the total cost of the items you order and, where delivery options are provided, the option you choose. The postage and packing charge you will pay will be displayed on screen before you confirm your order to us. Where multiple items are included in one order, we may dispatch the items separately, in which case, you will only be charged one postage and packing charge.
Next Day Delivery = Available on certain lines where highlighted. Charge £5.99.
NHS Prescriptions = No postage and packaging charge.
Private Prescriptions = No postage and packaging charge.
Orders up to £35 = Standard delivery postage and packaging. Charge is £3.95.
Orders over £35 = No postage and packaging charge (includes the cost payable for any private prescriptions in the same order).
Payment and refunds
In providing payment card details, you confirm that you are authorised to use the card and authorise us or our payment service provider to take payment in full for the items in your order, postage and packing charges and any other charges that become due to us under these terms. Refunds, if applicable, will only be made using the payment gateway (e.g. WorldPay or PayPal) and/or to the card originally used for payment.
We reserve the right to change the specification of items which are required to conform to any applicable standards or European Union requirements. We try to have sufficient stocks of goods to meet demand but, occasionally, items may be out of stock or unavailable from our suppliers. All items sold through this website are subject to availability. If any of the items on your order are not available we may send a substitute of similar specification.
Delivery of Orders
We aim to dispatch orders within 5 days to the address provided by you in your order. Delivery timescales are estimates only. If you do not receive your order within 14 days of us confirming your order you must notify us and we will investigate the non-delivery provided you co-operate with the investigation.
Next Day Delivery
Next Day Delivery will cost £5.99 and will only be offered if all items in your basket are available for Next Day Delivery. Orders made before 5pm Monday - Friday will be delivered next day. Orders made between Friday 5pm - Monday 5pm will be delivered on Tuesday. Please note: Next Day Delivery is only available to mainland UK. Please note: orders will not be posted or delivered on Bank Holidays.
Notification of errors
You should check the contents of each delivery promptly upon receipt. If you believe that items have been sent to you in error, you should contact us immediately.
Cancellation rights and damaged/faulty items
You have a statutory ‘cooling-off’ right which entitles you to cancel your order within 14 working days of receipt of the goods in your order (certain exceptions apply). You also have rights in respect of items that are damaged on receipt or faulty. Details of these rights and how to exercise these rights are set out in the email we send to you to confirm your order and in our Returns Policy below.
We hope you will be happy with any items you’ve ordered from us, but if you’re not entirely satisfied, you’ll find details of our returns policy below.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give you 14 calendar days from the date you received or collected your complete order to notify us of items you are not completely happy with. We must receive any item you return to us within 14 calendar days of your notification to us of your intention to return the item(s). Orders cancelled under these Regulations are entitled to a refund of any standard postage paid for the delivery of your order, but you are responsible for any postage incurred in returning the items you wish to cancel to us. Unfortunately, we do not refund postage on return of part orders.
Items must be returned in the condition you received them, which includes keeping any hygiene seals in place. You will lose your right to return an item if you unseal a product that needs to be sealed for health or hygiene reasons.
[The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give us the right to reduce the amount of refund that you receive, in the event that non faulty items being returned are damaged or used in any way. The amount which we might reduce your refund by will be dependent on the decrease in value of your use of the item. You should note that should your use mean that your items cannot be resold, this reduction may be 100%.]
How to Return Items
If your unwanted items weigh less than 5kg you can return them by post within 14 days of notifying us that you wish to return your items.
Returns by Post
To return items by post please repackage them carefully and return them to:
39 Carters Lane
Please ensure that your package contains your completed returns form. A blank returns form is enclosed with your items.
Items Over 5kg and Larger Items
If you wish to return an item that is over 5kg, please contact our Customer Services team. Either email email@example.com, or call 01908 803499 during our opening hours (Monday-Friday 09:00-17:00).
Damaged and Faulty Items
The Consumer Rights Act 2015 allows you to claim a refund on faulty goods within 30 days of receipt. In some cases we may offer to replace or repair the item free of charge: if the first repaired or replacement item we supply also turns out to be faulty then you can claim a refund at this point, which includes the price you paid for it plus any postal charges. This does not apply to items that have failed due to wear and tear. You may have additional manufacturer's warranties with some products, such as electrical items, giving you additional rights and you should check these carefully.
If you believe any of the items you have ordered to be damaged or faulty, please contact our Customer Services team. Either email firstname.lastname@example.org, or call 01908 803499 during our opening hours (Monday-Friday 09:00-17:00) and we will advise you how to return the items.
Your refund will be processed once we receive your returned items. Refunds are credited to the original card you paid with and will take 5-7 working days to be credited to your account, depending on your card provider.
We will refund any standard postage paid on orders returned in full. Unfortunately, we do not refund postage on return of part orders.
If you have paid for your order by PayPal you can return your order by post.
Unfortunately, you cannot return prescription medicines, or anything that has a hygiene seal that has been broken. You have the right to reasonably inspect your items as you would in a shop, but you cannot return items that you have used, unless you are returning them because they are damaged or faulty.
Our maximum liability for our failure to fulfil an order that we are legally bound to fulfil will be limited to the price paid by you for that order.
HEALTH AND SAFETY WARNING
Electrical products sold on this website are designed for use in the UK. If supplied with a power adaptor it will be fitted with a UK plug. They may not be suitable for use in other countries and you should check with the manufacturer before doing so.
You should read the instructions that come with the packaging before using the product and observe any specific warnings given by the manufacturer.
Not all products are suitable for all medical ailments and, occasionally, their use may interfere with any treatment you are receiving or aggravate a condition. You should check with your GP before using any medical product.
Physical fitness products may not be suitable for use by some individuals. You should check with your GP before embarking on any fitness programme.
Failure to do so may seriously damage your health.
NOTHING IN THESE TERMS AND CONDITIONS SHALL AFFECT YOUR STATUTORY RIGHTS.