Terms and Conditions
Terms and Conditions of Sale and Service
Last updated: 14/11/2025
These Terms and Conditions (“Terms”) govern the purchase of goods and services from the website www.pharmacyclinicedinburgh.co.uk (“Site”). Please read them carefully; they are legally binding and set out your rights and obligations when you place an order with Pharmacy Clinic Edinburgh.
Definitions:
“We”, “Us”, “Our” Refers to VKel Ltd T/A Pharmacy Clinic Edinburgh, registered in Scotland under company number SC737330, including our pharmacists, clinicians, employees, and authorised representatives.
“You”, “Your” Refers to the customer, patient, user, or visitor accessing our website or purchasing goods or services from us.
“Clinical Assessment” means the professional review carried out by a qualified pharmacist or clinician to determine whether a medicine, treatment, or healthcare service is safe and appropriate for the patient. This assessment includes reviewing the consultation form, medical history, symptoms, and any additional information required to ensure safe supply.
“Website”, “Site” Means www.pharmacyclinicedinburgh.co.uk and any associated pages operated by Pharmacy Clinic Edinburgh.
“Products” Means any non-medicinal items purchased from us, including skincare, cosmetics, supplements, medical devices, or retail goods that do not require a clinical assessment.
“Medicines” Means Pharmacy-only (P), General Sales List (GSL), or Prescription-Only Medicines (POM), supplied in accordance with UK medicines legislation and professional standards.
“Clinical Services” Means any service provided by a pharmacist or clinician, including consultations, vaccinations, assessments, prescribing services, travel clinics, menopause clinics, or any service where professional judgement is required.
“Order” Means a request by you to purchase Products, Medicines, or Clinical Services via our Website or in-store.
“Contract” Means the legally binding agreement between you and us for the purchase of Products or the provision of Clinical Services, formed when your Order is accepted or your medicines are dispatched.
“Clinical Assessment” Means the professional evaluation carried out by a pharmacist or clinician to determine whether a medicine, product, or treatment is safe and appropriate, including reviewing your consultation form, medical history, symptoms, and suitability for supply.
“Consultation Form” Means the online or in-person questionnaire or clinical form you complete before receiving a medicine or clinical service.
“Processing”, “Clinical Processing” Means the review, professional decision-making, documentation, and record-keeping undertaken once you submit a consultation form or booking request.
“Dispatch” Means the point at which Products or Medicines are handed to our courier or shipping partner for delivery.
“Working Day” Means during our opening hours, excluding bank holidays in Scotland or other closures as detailed on our contact page.
“Force Majeure Event” Means any event outside our reasonable control, such as strikes, pandemics, supply chain disruption, courier delays, or extreme weather.
“GPhC Standards” Means the professional and legal standards required by the General Pharmaceutical Council, which govern the safe provision of pharmacy services.
“Cooling-Off Period” Means the 14-day period during which consumers may cancel an order for Products (but not Medicines or Clinical Services) under the Consumer Contracts Regulations 2013.
“Administration Fee” Means any charge applied for services already performed, including time spent conducting a Clinical Assessment, processing a consultation, or preparing a medicine for supply.
“Sensitive Items” Means any product that cannot be resold for hygiene or safety reasons once opened or handled, including Medicines, medical devices, skincare, and perishable goods.
“Regulatory Obligations” Means the legal requirements under UK medicines law, GPhC guidance, MHRA regulations, and any other applicable healthcare law.
1. Acceptance and Amendments
1.1. By placing an order through the Site, you agree to be bound by these Terms in force at the time of your order.
1.2. We may revise these Terms at any time by posting the updated version on the Site. The Terms applicable to each order are those displayed on the Site when you submit your order.
2. About Us
The Pharmacy Clinic Edinburgh website (www.pharmacyclinicedinburgh.co.uk) is owned and operated by Vkel Ltd trading as Pharmacy Clinic Edinburgh (Company No. SC737330), VAT No. 438 1552 91, with our registered office at:
47 London Road
Edinburgh
EH7 5SP
For the purposes of healthcare regulation, the supply of medicines via this Site is overseen by our Superintendent Pharmacist.
3. Contacting Us
If you have any questions, require information or wish to make a complaint, you may contact us:
Online: via Contact Us
By post: to the address above
4. Complaints Procedure
4.1. Our internal Complaints & Grievances Policy applies. To raise a complaint, please use our online form or write to us at the above address.
4.2. We aim to acknowledge your complaint within 5–7 business days of receipt.
4.3. We are regulated by the General Pharmaceutical Council (GPhC). If you are dissatisfied after following our complaints process, you may contact the GPhC or the NHS Ombudsman (for NHS-funded services only).
5. Professional Standards
5.1. All online services are provided from registered pharmacy premises (GPhC Premises Reg. No. 9012104) at 47 London Road, Edinburgh, EH7 5SP.
5.2. Superintendent Pharmacist: Vasiliki Kelidou (GPhC No. 2209041).
5.3. All pharmacists comply with the General Pharmaceutical Council’s Standards of Conduct, Ethics and Performance.
6. Registration, Age and Residency
6.1. You must register an account on the Site to place orders for certain products.
6.2. Orders are accepted only from individuals aged 18 or over. By ordering, you confirm you meet this requirement. For the use of pharmacy and healthcare services online, you will be asked to complete an age verification via our online partners, Stripe.
6.3. We dispatch only to addresses within the United Kingdom, the Channel Islands and the Isle of Man.
7. Placing Your Order
7.1. It is your responsibility to review your order for accuracy before submitting.
7.2. We will confirm acceptance of your order by email once payment has been processed; your contract is formed when we dispatch the goods to you.
7.3. In the event we cannot fulfil your order (e.g., age cannot be verified, out-of-stock item, pricing error or residency restriction), we will notify you and refund any sums paid.
8. Product and Service Information & Pricing
8.1. We endeavour to ensure that all product details, illustrations and prices are accurate. However, typographical errors may occur and we reserve the right to correct them without liability.
8.2. All prices are quoted in pounds sterling and include VAT at the applicable rate unless stated otherwise.
8.3. If the rate of VAT changes between your order date and the date of supply, we will adjust the VAT charged unless you have already paid in full.
8.4. Certain services will require pre-payment either with deposit or in full. Pharmacy services and consultations are VAT exempt and as such all prices listed are not subject to additional tax.
9. Promotional Codes
9.1. Promotional codes:
Cannot be combined with other vouchers or applied to already discounted or clearance items.
Are excluded from certain product categories (e.g., codeine-based products, COVID-19 test kits, infant formula, nappies, specific brands and promotional lines such as BOGOF, BOGSHP, 3-for-2).
Void any free-delivery offers if used.
In exchange for questionnaire submission are valid until 31/12/2025.
Must only be used by those who have completed the ‘activity’ (e.g. completing a competition) for which they are awarded.
May not, under any circumstances, be shared with others. In the event it is suspected that a customer has shared, or has had shared with them, a promotional code they will be prevented from using any promotional codes in the future.
9.2. You are responsible for choosing the most beneficial discount; no cash alternatives are available.
9.3. Some codes are limited to one redemption per customer.
10. Delivery & Postage
10.1. Standard Delivery: from £3.49 (3–4 working days). Certain items are posted free of charge, this is confirmed at checkout before purchase. Certain items are subject to a different delivery charge - this is confirmed at checkout before purchase.
10.2. We may ship your order in multiple consignments but will charge only one delivery fee, unless orders are separate or different items are subject to different charges - this is confirmed at checkout before purchase.
10.3. Certain deliveries require a signature from someone aged 18 or over. If unattended, please rearrange via the courier’s website or app, or contact us at support@pharmacyclinicedinburgh.co.uk
10.4. We cannot deliver medicines to ParcelShops, PO Boxes, parcel lockers, or collection points for safety reasons. If an unsuitable address is provided, we will contact you to update the address. If we are unable to reach you, the order will be cancelled and refunded (minus any applicable administrative fees).
11. Pharmacy Medicines Delivery
11.1. Prescription and pharmacy-only medicines cannot be left unattended or re-supplied if un-deliverable; no refund is given for returned pharmacy medicines.
11.2. The courier will make up to three delivery attempts before returning medicines to us.
12. Bulk Purchases
12.1 Orders of high unit volumes (10 + units of a single line) are ineligible for delivery promotions to ensure fair distribution and manage stock.
12.2 Orders of high unit volumes may be refused, with a refund supplied, due to internal stock and sales policies. Certain products are ineligible for bulk purchases.
13. Payment & SCA
13.1. Payment is taken at the time you place your order. You confirm you are authorised to use the payment method provided.
13.2. Refunds will be made to the original payment method.
13.3. Secure Customer Authentication may be required by your card issuer to complete the transaction.
14. Non-Availability & Substitutes
14.1. If a retail item is out of stock or unavailable, and we are unable to contact you, we may supply a substitute of similar specification.
14.2. We reserve the right to amend product specifications to meet legal or regulatory requirements.
14.3. For medicinal products only: where a like-for-like item is unavailable, we may supply an equivalent product only where the active ingredient, strength, regulatory classification, and therapeutic effect are the same. We will never supply a different medication without your explicit consent.
15. Cancellation & Returns
15.1. Non-Pharmacy Products: You have a 14-day “cooling-off” right to cancel from the date of delivery.
15.2. Pharmacy/Prescription Services and Medicines: No cancellation right once clinical assessment is completed (this includes any partially or fully completed virtual or in-person meeting with a clinical team member); these items cannot be returned.
15.3. To cancel non-pharmacy items, notify us within 14 days and return the goods at your own cost (unless free returns were offered). You must retain proof of postage.
15.4. Returns must be in “as new” condition with all packaging and accessories; otherwise, we may reduce or refuse your refund.
15.5. We refund standard delivery charges only; express delivery and return costs are non-refundable.
15.6. If you cancel:
after any clinical assessment (this means any contact with a clinical healthcare professional, such as a pharmacist, doctor, nurse etc.)
within 12 hours of the appointment time
or fail to attend a consultation and we are unable to contact you
We charge an administration and assessment fee of 50% of the order value. You will therefore be refunded only 50% of your original payment per service. (The 50% administration fee reflects the professional time taken to review your clinical information, assess suitability, and maintain the regulatory standards required for the safe supply of pharmacy medicines. Once a pharmacist has completed this process, the service has been provided in full.)
15.7 Some services take deposits or payment in full at the time of booking. All deposits are non-refundable, and agreement to these terms is made at the time of booking. Deposits are valued at £14.99 per 15 minutes of booked time.
16. Faulty or Damaged Goods
16.1. Under the Consumer Rights Act 2015, you may return faulty goods within 30 days for a full refund, repair or replacement.
16.2. Contact Customer Services via our online form for returns instructions.
16.3. If we replace or repair and the replacement/repaired item is also faulty, you may then claim a refund.
17. Liability
17.1. If you are a consumer, our liability for losses caused by our breach of contract is limited to foreseeable losses. We exclude liability for:
Losses that were unforeseeable when you placed your order;
Delays beyond our control;
Losses you could have avoided;
Any business losses.
17.2. We never limit liability for death or personal injury caused by our negligence, fraud, defective products or any matter we are prohibited from excluding by law.
17.3. Nothing in these Terms limits our liability for providing healthcare services with reasonable skill and care as required under the Consumer Rights Act 2015.
18. Social Media and Email Subscriber Competitions
18.1. Competitions are open to UK residents aged 18 or over. Purchase terms are individual to each competition.
18.2. Employees, are excluded. Only one entry is accepted per person.
18.3. Entry and closing dates are specified in the competition post. Late, incomplete or automated entries are void.
18.4. Winners are selected at random, notified within 72 hours and must respond within 48 hours or forfeit the prize.
18.5. Prizes are non-transferable and have no cash alternative. We reserve the right to substitute prizes of equal or greater value if necessary.
18.6. Personal data collected for competitions is processed in accordance with our Privacy Policy and will not be retained by any third-party partner after the prize is delivered.
18.7. Scottish and UK law govern all competitions; disputes fall under the Scottish courts’ jurisdiction.
19. Termination of Contract
We may terminate our contract and seek compensation if you:
Fail to pay when due and do not rectify within 2 days of our reminder;
Fail to provide necessary information or cooperation;
Unreasonably obstruct delivery.
20. Privacy
Our use of your personal data is set out in our Privacy Policy.
21. Dispute Resolution
21.1. Our internal complaints procedure is the first step.
21.2. If unresolved, consumers may bring claims in the Scottish courts; residents of England, Wales or Northern Ireland may also sue in their local courts.
21.3. Businesses irrevocably submit to the exclusive jurisdiction of the Scottish courts.
22. Other Important Terms
22.1. Transfer: We may transfer our rights under these Terms to a third party, but your rights will not be affected.
22.2. No Third-Party Rights: No one other than you or us may enforce these Terms.
22.3. Severance: If any provision is found unenforceable, the remainder stays in effect.
22.4. Waiver: Our delay in enforcing a right does not waive that right.
22.5. Variations: We may change these Terms to reflect legal or business changes; revised Terms take effect upon posting.
Nothing in these Terms affects your statutory rights.