Terms & Conditions
IYOS Pharmacy – Terms & Conditions
Last updated: 18th September 2025
1. ABOUT THESE TERMS
These terms and conditions (“Terms”) set out how we, IYOS Pharmacy, provide prescription medications to you through our services. Please read these Terms carefully before placing an order.
By using our service or submitting a prescription, you agree to be bound by these Terms.
2. WHO WE ARE & HOW TO CONTACT US
2.1 Who We Are
IYOS Pharmacy is a private pharmacy service operated by IYOS Pharmacy Ltd, a company registered in England and Wales under company number 16498957. We are registered with the General Pharmaceutical Council (GPhC) and regulated in the UK.
2.2 Contacting Us
Email: Info@iyospharmacy.co.uk
Phone:
Address: LG1 Cuffley Place, Sopers Road, Cuffley, EN6 4RY, Hertfordshire
2.3 How We’ll Contact You
We may contact you via email, SMS, telephone, or post using the details provided in your order or prescription submission.
3. PLACING AN ORDER
3.1 Order Acceptance
We will accept your prescription order once we receive your valid prescription and full payment. We’ll confirm acceptance via email. Dispensing will not begin until both criteria are met.
3.2 If We Can’t Accept Your Order
If we’re unable to fulfil your order (e.g. medication out of stock, expired prescription, legal issue), we’ll notify you and issue no charge. Prescriptions can be returned to the issuing prescriber or to you.
3.3 Prescription Validity
Private prescriptions are valid for 6 months unless they contain controlled drugs, in which case validity is limited to 28 days. We cannot dispense medication from an expired prescription.
3.4 Order Numbers
We’ll assign an order number and include it in your confirmation email. Please quote this number in any communications.
4. PAYMENT & CHARGES
4.1 Payments
Orders must be paid in full before dispensing. Once payment is made, a legally binding contract is formed between you and IYOS Pharmacy. Until then, we have no obligation to fulfil any order.
4.2 Additional Charges
You may also be charged for postage and packaging. Total payable charges will be confirmed before your order is dispatched.
4.3 Accepted Payment Methods
We accept debit and credit card payments only. Your payment authorises us to charge for the order, including applicable fees. Refunds (where applicable) will only be made to the original payment method.
5. DELIVERY OF MEDICATION
5.1 No Walk-In Service
IYOS Pharmacy is an online pharmacy. Orders must be received via post or digitally from prescribers or clinics. Medications are shipped directly to the patient once dispensed.
5.2 Delivery Timeframes
We’ll aim to confirm delivery timelines at the point of order acceptance or shortly after. This depends on stock availability and postal service.
5.3 Delivery Method
Orders are sent using tracked courier services and require a signature upon delivery. Medications cannot be left in a “safe place” under any circumstances due to legal and clinical constraints.
5.4 If You’re Not Home
If no one is available to receive the package, the courier will leave a notice with instructions to rearrange delivery or collect the parcel.
5.5 Failure to Re-Arrange Delivery
If delivery is not rearranged or the parcel is not collected, we may charge additional fees for storage or redelivery. If all reasonable efforts to contact you fail, your order will be returned to us and may be cancelled, but you will still be charged.
6. ISSUES WITH YOUR ORDER
6.1 No Returns or Refunds on Medication
Due to regulatory and safety reasons, we cannot accept returned medications. Once dispensed, medicines cannot be reused and must be destroyed.
6.2 Unsuitable Medication
If your medication is unsuitable, you must consult your prescriber. We cannot offer exchanges based on clinical suitability.
6.3 Reporting Errors
If you suspect a dispensing error, do not use the medication. Contact us immediately with your order number. We will investigate promptly.
6.4 Our Responsibility for Errors
If an error has occurred on our part, we’ll either provide a full refund (within 2 days of delivery) or arrange for replacement medication and secure disposal of the incorrect items.
7. YOUR PERSONAL INFORMATION
7.1 Use of Personal Data
Your personal and health data are treated as confidential. We only use them to deliver services or as required by law.
7.2 Data Protection
IYOS Pharmacy complies with all UK data protection laws. For details on how we use and protect your personal data, please refer to our [Privacy Policy].
8. COMPLAINTS
8.1 Right to Complain
You have the right to file a formal complaint if you are dissatisfied with any aspect of our service.
8.2 How to Complain
Complaints should be addressed to the Superintendent Pharmacist. You will receive an acknowledgement within 3 working days, and we aim to resolve all issues within agreed timeframes.
9. OTHER IMPORTANT TERMS
9.1 No Third-Party Rights
These Terms form a contract between you and IYOS Pharmacy only. No third party has the right to enforce any part of these Terms.
9.2 Governing Law
These Terms are governed by the laws of England and Wales. Any disputes will be resolved exclusively in the courts of England and Wales.
