Terms & Conditions

Please note: None of the following terms and conditions affect your statutory rights as a consumer.

1. Security:

The security of your payment card details and personal information is extremely important to us. We do not store your credit card information. It is processed using a national payment provider called Sagepay. We pass your postage information to the chosen carrier which is usually Royal Mail in order to deliver your parcel. We do not share any of your personal information with any other company.

1.1 Personal Use

You agree that you are over 18 years and the items you are purchasing are for your personal use or for the treatment of or onward supply to your patients.

You consent to our pharmacy supplying your products and to the form of delivery you have chosen.

You agree that you have the mental capacity within UK law to consent to treatment.

When using the online prescribing services you consent to totalpharmacy.co.uk supplying your medication and to using the Royal Mail signed for delivery service which is considered to be the most appropriate and safe for this type of supply.

1.2 MHRA and EU Logo

Totalpharmacy is registered with the MHRA to use the EU logo.

Contact: MHRA, 151 Buckingham Palace Road, London SW1W 9SZ
Email : info@mhra.gsi.gov.uk
Telephone 020 3080 6000
Fax 020 3118 9803
Website: http://medicine-seller-register.mhra.gov.uk

1.2 GPhC registration and logo:

Totalpharmacy.co.uk is registered with the general pharmaceutical council to use the GPhC logo.

Registration number: 9010546


General Pharmaceutical Council
25 Canada Square
E14 5LQ

0203 713 8000

1.3 Superintendent pharmacist:

Our superintendent pharmacist is Ian Morton GPhC 2035905

1.4 Privacy:

Ian Morton Ltd, Trinity Square, Axminster, EX13 5AP
General Privacy Notice:
Privacy Policy Statement:  [Our Data Protection Officer is Ian Morton]
1. Totalpharmacy.co.uk is committed to protecting your privacy and maintaining the security of any personal information we receive from you. We adhere strictly to the requirements of the UK data protection act and GDPR. The purpose of this statement is to explain to you what personal information we collect and how is may be used.
2. By accepting this Agreement you grant us explicit consent to collect such data which we will only use for lawful purposes and in accordance with the GDPR and Data protection act.
3. We will limit the collection and use of such information to the minimum required to deliver, develop and improve our services. We will not release any personally identifying information to a third party without your prior written authorisation.
4. We ask for certain explicit consents with each order and you are free to withdraw these at any time. You have the right to request access to and rectification or erasure of personal data or to request restriction of processing.
5. When you place an order, we need to know your invoice and delivery information as this allows us to process and fulfil your order. We need contact information such as email and phone number so we can contact you if needed (sometimes urgently). We also need to establish that you are over 18 years of age. You have the option to withhold any personal information that is not required as part of the order process although we may not be able to process an order without a certain amount of information.
6. We use your personal information to despatch goods and send emails related to the progress of your order. Occasional newsletter/ special offer emails will only be sent to subscribers, newsletter subscriptions can be cancelled at any time using the cancel link in the email or via "Your Account".
7. We use strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorised access in accordance with the UK data protection act and GDPR. We do not collect sensitive information about you except when you specifically provide it. In order to maintain the accuracy of our database, you can check, update or remove your personal details by logging into "Your Account".
8. We do not sell, rent or otherwise share your personal information with any third party for commercial reasons, beyond the essential requirement for credit / debit card validation with Sagepay during purchase and delivery information through Royal Mail / courier.
9. In order to process credit/debit card transactions, the bank or card processing agency may need to pass your personal details for authorisation outside the European Economic Area (EEA). Your information will not be transferred outside the EEA for any other reason.
10. Cookies. Our website makes use of a "Session Cookie". This allows the site to track your order during the purchase process. This cookie is destroyed when you a) close your browser or b) log out of your account.
11. Credit Card Security: All credit card transactions are processed by SagePayTM, who use bank approved software and the highest level of encryption to ensure that your credit card details are kept secure at all times. All data we exchange with SagePay's systems is encrypted using 256-bit encryption. We neither receive, nor store, your credit card or CVV number.
12. Delivery: In order to deliver your parcel we will pass your name and address to the carrier which is usually Royal Mail or Parcel Force.
13. We are required under the Medicines Act to ask certain questions before we can supply a Pharmacy Only Medication which may contain ‘sensitive personal data'. These questions are designed for patient/public safety and are only used for that purpose. The data is collected and stored using high-grade encryption.
14. Our staff are trained yearly about data protection to fulfil our obligations and maintain the highest level of data security.

15. We hold your account/transaction/invoice information for a minimum of 6 complete tax years to fulfil our legal obligations.

16. This website may contain links to other websites. However, we do not share your personal information with those websites and are not responsible for their privacy processes.
17. By choosing to continue to use our website, you agree to the terms of this Privacy Statement.
18. Your use of this website and any dispute over privacy is subject to this Statement of Privacy, the Data protection act and GDPR.
19. If you have any questions about our privacy policy, please contact us.

NHS Privacy Notice: (For NHS services only)
We process your personal data, which includes your name, contact details, date of birth, prescription medicines and data from other pharmacy and health care services we provide to you (including, for example, pharmacy medicines, medicine use reviews, flu vaccinations and stop smoking services) for the purposes of:
Your care - providing pharmacy services and care to you and, as appropriate, sharing your information with your GP and others in the wider NHS;
Our payments - sharing your information with the NHS Business Services Authority, others in the wider NHS, and sometimes Local Authorities, and only limited information to those external to the NHS who negotiate and check the accuracy of our payments; and,
Management - sharing only limited information with the NHS Business Services Authority and others in the wider NHS, and sometimes Local Authorities; as well as those external to the NHS who ensure we maintain appropriate professional and service standards and that your declarations and ours are accurate.
We hold your information for as long as advised by the NHS. You have a right to a copy of the information we hold about you, generally without charge. You may seek to correct any inaccurate information.
We process your personal data in the performance of a task in the public interest, for the provision of healthcare and treatment and the management of healthcare systems. A pharmacist is responsible for the confidentiality of your information. You may object to us holding your information. You may also lodge a complaint with the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. Please ask if you want more information.
[You may choose to opt out of the NHS using your data for planning and research purposes.]
Our pharmacists and their staff are members of your local healthcare team.
They aim to provide you with the highest quality of healthcare. To do this they need to keep records about you, your health and the care we have provided or plan to provide to you.
We know that you value your privacy and the security of personal information held about you.

Information recorded:
As part of providing a professional, safe and efficient service, there is certain information that we record. This includes details of drugs and appliances dispensed against NHS prescriptions as well as significant advice given, and referrals made to other health professionals and any other relevant information.
Information recorded may include:
Basic details about you, such as address, date of birth, next of kin;
records of medicines you have been prescribed by your doctor or another qualified prescriber, and which have been supplied by this pharmacy;
details of medicines purchased from the pharmacy without a prescription ("over the counter medicines");
other details and notes about your health and medical treatment;
information relevant to your continued care from other people who care for you
and know you well, such as other health professionals and relatives; and
any other services we provide to you, for example, a flu vaccination.

Processing Information:
We process your personal data, which includes information from your prescriptions and any other pharmacy and health care services we provide to you (including medicines use reviews, flu vaccinations, stop smoking services etc.) for the purposes of:
Your care - providing pharmacy services and care to you and, as appropriate, sharing your information with your GP and others in the wider NHS;
Our payments - sharing your information with the NHS Business Services Authority, others in the wider NHS, and sometimes Local Authorities, and only limited information to those external to the NHS who negotiate and check the accuracy of our payments; and,
Management - sharing only limited information with the NHS Business Services Authority and others in the wider NHS, and sometimes Local Authorities; as well as those external to the NHS who ensure we maintain appropriate professional and service standards and that your declarations and ours are accurate.
We hold your information for as long as advised by the NHS.
We process your personal data in the performance of a task in the public interest for the provision of healthcare and treatment. A pharmacist is responsible for the confidentiality of your information.
Your Rights:
You have the right to confidentiality under the General Data Protection Regulation and [the Data Protection Act 2018] and the common law duty of confidence.
We also comply with the NHS Code of Practice on Confidential Information and pharmacists have a requirement under their professional standards to keep records about you confidential, secure and accurate.
All of our staff contracts of employment contain a requirement to keep patient information confidential.
Our guiding principle is that we process your records in strict confidence.

Your right to view your health record:
You have the right to ask for a copy of all pharmacy records about you (generally in paper or electronic form).
Generally, there will be no charge for a printed copy of the information we hold about you. We are required to respond to your request within one month.
You will need to give adequate information in order for pharmacy staff to identify you (for example, full name, address and date of birth). You will be required to provide ID, for example a passport, full driving licence or credit/debit card before any information is released to you.
If you think any information we hold on you is inaccurate or incorrect, please let us know.
You may object to us holding your information.
You may lodge a complaint with the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

2.1 Returned goods:

If you cancel your order before we despatch it, you will not be charged.

Please notify us at sales@totalpharmacy.co.uk if you wish to return goods. The return address is:

Morton's totalpharmacy
Trinity Square
Axminster, EX13 5AP

When returning goods please remember that you are liable for the return of the goods. We recommend making sure the package is secure and protected and that the return address is checked. We also recommend using a recorded/signed for delivery with insurance in case your return parcel is lost.

If you cancel your order after we despatch it but within 14 days of receiving it (and it is a returnable item), you will have to pay for return postage. If the items are in a resaleable condition we will refund your order.

2.11 Returnable items:

Returned items must be in a resaleable condition.

We cannot accept returns of prescription medicines or items that are not sealed or where the seal has been broke. We cannot accept the return of items that are perishable.

If your parcel is returned to us for any reason by the postal carrier, we will charge for a redelivery fee which will be based on the cost to us of reposting to your address

2.2 Other charges:

Orders placed for a prescription item cannot be despatched until we receive a valid prescription. Orders placed for a prescription item where a prescription is not received will be charged a £3 administration fee.

3. Pricing and VAT

All prices include VAT unless otherwise stated. (Prescription only medications supplied against a valid prescription are zero-rated and attract no VAT and these prices are displayed ex-VAT.)

If you login to your account and your primary billing address is in the Channel Islands, all prices will automatically be displayed ex-VAT.

To qualify for VAT free purchases, please note it is the delivery address, not the billing (cardholder address) which must have a Channel Islands address. Channel Islands residents shipping products to mainland addresses will be charged VAT on rateable items.

UK residents ordering a zero-rated prescription medicine together with a rateable item will have VAT applied (at the rate of the highest rateable item in the order) to the postage and packaging charges as per UK law.

Any order containing only zero-rated prescription items will be exempt from VAT on postage and packaging charges.

This information may be subject to change depending on current UK VAT legislation.

Certain prescription medicines attract a small dispensing fee. Clickherefor details

4. Payments

We accept Visa, Mastercard, Maestro (Switch), Electron and Delta.

We do not charge for any item until it is ready to ship. Back-ordered items are not charged until they are shipped.

If your order is placed, but not accepted by totalpharmacy you will not be charged and/or a refund will be given immediately. We reserve the right to refuse an order under any circumstances.

By clicking the 'accept' button of these 'terms and conditions' you are accepting these 'terms and conditions' and are making an offer to purchase the goods.

We accept payment by cheque. Your order will be despatched when the cheque has cleared. (Approximately 7 working days after receipt.) So please be aware that payment by cheque is a very slow method of purchasing an item.

We reserve the right to charge a processing fee for orders which are made without the relevant authorisations. eg ordering a 'prescription only medicine' without sending a prescription.

5.1 Lost parcels:

Our standard post is Royal Mail first class recorded delivery. This will usually be delivered within 1 or 2 days. If it is late contact your local Royal Mail depot. If the depot has it they will only keep it for one week before returning it to us. If the depot do not have it then Royal Mail state that a claim cannot be made and therefore a parcel cannot be confirmed as lost until 15 working days ie 3 full weeks after the item was posted. If your parcel has not arrived after 15 working days after posting then please contact us. We will send a Royal Mail form P58 which you will need to complete and return to us within 7 days.

If you do not inform us of a missing parcel in writing within 6 weeks of your order being placed we cannot refund your order. (Unless we have received the parcel back from Royal Mail)


5.2 Complaints

We endeavour to respond to all complaints immediately but always within one working day.

Please direct any complaints to sales@totalpharmacy.co.uk

If an incorrect name or delivery address is given to us, we cannot accept responsibility or offer a refundfor any delay, damage or loss.

Note: Phone calls are charged for a standard BT line - you will be charged by your phone company at national or local call rates depending on your location. We do not operate a premium or lo-call line.

Totalpharmacy.co.uk and the WEEE Regulations

6. WEEE Regulations - What is WEEE?

WEEE stands for Waste Electrical and Electronic Equipment. WEEE is one of the fastest growing waste streams in Europe. WEEE may contain hazardous substances which, if exposed, could have a serious detrimental effect on the environment and human health. To help customers identify Waste Electrical or Electronic Equipment, a crossed out wheelie bin logo will be displayed on the product. These products should not be disposed of with household waste or sent to landfill sites.

What are the WEEE regulations?

From July 2007 all manufacturers (or anyone else selling a product on the market in the EU) are liable to pay for take-back, treatment and recycling of end-of-life electrical equipment. This is to reduce the amount of such items being sent to landfill sites.

What are Totalpharmacy.co.uk doing to meet the WEEE regulations?

As a distributor we are committed to reducing the environmental impact of WEEE. For this reason, and to comply with WEEE regulations, we offer a free take back scheme. When you purchase a new product you may return your old product to us for environmentally friendly disposal. We can only do this if the new product has the same use as the old one, so if you buy a new electric toothbrush we will take back your old one. Please return old products within 28 days of purchasing your new one to:

WEEE returns,
Morton's totalpharmacy
Trinity Square
Axminster, EX13 5AP

More information on WEEE and recycling can be found athttp://www.recycle-more.co.uk/

Which products do Totalpharmacy.co.uk sell that are covered by the WEEE regulations?

Small electrical items such as hairdryers and electric toothbrushes. These items can be identified by the crossed out wheelie bin logo (see below) in the product literature.


What happens to returned items?

Any electrical items returned to us will be taken to a WEEE compliant recycling site.

7. General Terms & Conditions:


Items are not supplied on a trial basis, except where covered by your right to cancel (see ourreturnspolicy).

Our website will not automatically process orders from outside the UK, Channel Islands, and the Isle of Man.

You consent to our choice of carrier for the supply of your order.

Royal Mail delivery:

If there is no-one to sign for the parcel at the delivery address when Royal Mail attempt a delivery, then Royal Mail will leave an 'Advice of call' card at the address. The card will explain how to get your parcel. Please note: Royal Mail will only keep your parcel at your local depot for 1 week. After this time they will return it to us. (This can take up to a month !) Once it has started its return process we have no control over it and cannot offer a refund or resend until we have received it back.

It is possible that for whatever reason, Royal Mail attempt a delivery but do not leave an 'advice of call' card. For this reason, when you receive your 'order despatched' email from us, please be aware that your parcel is on its way and will be returned to us by Royal Mail after 1 week if you do not contact Royal Mail to have it redelivered.


Your access to and use of Totalpharmacy.co.uk ("the Website") is subject exclusively to these Terms and Conditions. You will not use the Website for any purpose that is unlawful or prohibited by these Terms and Conditions. By using the Website you fully accept the terms, conditions and disclaimers contained in this notice. If you do not accept these Terms and Conditions you must immediately stop using the Website.


The contents of the Website do not constitute advice and should not be relied upon in making or refraining from making any decision.


Totalpharmacy.co.uk reserves the right to:

i) change or remove (temporarily or permanently) the Website or any part of it without notice and you confirm that Totalpharmacy.co.uk shall not be liable to you for any such change or removal; and

ii) change these Terms and Conditions at any time, and your continued use of the Website following any changes shall be deemed to be your acceptance of such change.

7.5. LINKS TO WEBSITES OUTWITH Totalpharmacy.co.uk

The Website may include links to third party websites that are neither controlled nor maintained by Totalpharmacy.co.uk. Any link to other websites is not an endorsement of such websites and you acknowledge and agree that we are not responsible for the content or availability of any such sites.

In accessing PharmaDoctor through our website you are consenting to having your prescription dispensed by Totalpharmacy.co.uk and having your prescription posted to your chosen address.

Totalpharmacy.co.uk has no control over other sites linked to or from Pharmadoctor.co.uk and holds no responsibility or liability for their content. Any link from Totalpharmacy to another site does not imply any endorsement of content.


i) All copyright, trade marks and all other intellectual property rights in the Website and its content (including without limitation the Website design, text, graphics, images and all software and source codes connected with the Website) are owned by or licensed to Totalpharmacy.co.uk or otherwise used by Totalpharmacy.co.uk as permitted by law.

ii) In accessing the Website you agree that you will access the content solely for your personal, non-commercial use. None of the content may be downloaded, copied, reproduced, transmitted, stored, sold or distributed without the prior written consent of the copyright holder. This excludes the downloading, copying and/or printing of pages of the Website for personal, non-commercial home use only.


i) The Website is provided on an "as" and "as available" basis without any representation or endorsement made and without warranty of any kind whether express or implied, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy.

ii) To the extent permitted by law, Totalpharmacy.co.uk will not be liable for any indirect or consequential loss or damage whatever (including without limitation loss of business, opportunity, data, profits) arising out of or in connection with the use of the Website.

iii) Totalpharmacy.co.uk makes no warranty that the functionality of the Website will be uninterrupted or error free, that defects will be corrected or that the Website or the server that makes it available are free of viruses or anything else which may be harmful or destructive.

iv) Nothing in these Terms and Conditions shall be construed so as to exclude or limit the liability of Totalpharmacy.co.uk for death or personal injury as a result of the negligence of Totalpharmacy.co.uk or that of its employees or agents.


You agree to indemnify and hold Totalpharmacy.co.uk and its employees and agents harmless from and against all liabilities, legal fees, damages, losses, costs and other expenses in relation to any claims or actions brought against Totalpharmacy.co.uk arising out of any breach by you of these Terms and Conditions or other liabilities arising out of your use of this Website.


If any of these Terms and Conditions should be determined to be invalid, illegal or unenforceable for any reason by any court of competent jurisdiction then such Term or Condition shall be severed and the remaining Terms and Conditions shall survive and remain in full force and effect and continue to be enforceable and binding.


These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales and you hereby submit to the exclusive jurisdiction of the courts of England and Wales.

Ian Morton Ltd trading as Morton's Totalpharmacy.

Company name: Ian Morton Ltd 1086741 Director: Ian Morton

Registered in England: 4285563. Vat Reg No: 781 3559 08

Morton's Totalpharmacy, Trinity Square, Axminster, EX13 5AP

Registered Office: West Hill, Ottery St Mary.


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