Shipping, Delivery & Returns Policy
1. Definitions & Scope
1.1. This Shipping, Delivery & Returns Policy (“Policy”) applies to all orders placed with Certus Healthcare Ltd, trading as Primed Pharmacy® (“the Seller”), by healthcare professionals, clinics, or authorised business entities (“the Buyer”) operating within the United Kingdom.
1.2. This Policy governs the terms under which goods are shipped, delivered, received, and, where permitted, returned. It forms part of the overall Terms and Conditions of Sale between the Buyer and the Seller and shall apply to all transactions unless expressly agreed otherwise in writing.
1.3. For the purposes of this Policy:
- “Goods” refers to any pharmaceutical products, including prescription-only medicines, controlled drugs, over-the-counter products, medical devices, consumables, and cold-chain (refrigerated) items, supplied by the Seller.
- “Prescription Goods” means any product supplied pursuant to a prescription for a named patient.
- “Controlled Drugs” means any items falling under the Misuse of Drugs Regulations 2001, including but not limited to Schedule 2 and Schedule 3 controlled drugs.
- “Fridge-Line Goods” refers to pharmaceutical items requiring temperature-controlled storage, typically maintained between 2–8°C, and validated as such during transit.
- “Third-Party Service Provider” means any external courier or logistics partner engaged by the Seller to deliver Goods.
- “Delivery Location” refers to the address specified by the Buyer at point of sale or amended and confirmed in writing prior to dispatch.
1.4. This Policy applies exclusively to UK-based orders. The Seller does not facilitate international shipping and accepts no responsibility for Goods forwarded or rerouted beyond UK jurisdiction.
2. General Delivery Terms
2.1. Delivery is arranged by the Seller and fulfilled either directly or via approved third-party service providers to the Delivery Location confirmed by the Buyer.
2.2. Delivery timelines provided are estimates and not contractually binding. Time shall not be deemed of the essence.
2.3. All Goods are shipped in tamper-evident packaging. Cold-chain items are validated to maintain 2–8°C for at least 48 hours. The Seller accepts no liability once Goods enter an uncontrolled environment post-delivery.
2.4. The Buyer must ensure immediate, appropriate storage upon receipt, particularly for Fridge-Line Goods and Controlled Drugs.
2.5. Risk passes to the Buyer upon successful or first attempted delivery. Title transfers only upon full payment.
2.6. The Seller is not liable for delays beyond its control, including courier failure, weather, or system issues.
2.7. Controlled Drugs are only delivered to verified business premises with authorised personnel. Buyer assumes all legal responsibilities for onward handling.
3. Prescription Goods Delivery
3.1. This section applies to Prescription Goods intended for named patients.
3.2. Delivery may be made directly to the patient or to the Buyer acting as the patient’s nominated representative.
3.3. Where acting on behalf of a patient, the Buyer must:
- Obtain informed, explicit consent;
- Ensure appropriate governance and legal compliance;
- Store and administer items safely.
3.4. If no patient delivery address is given, the Buyer’s nominated address will be used by default.
3.5. Buyer assumes full liability for Prescription Goods upon receipt, including safe storage and correct administration.
3.6. Controlled Drugs must be delivered either to a patient’s verified address or to a registered healthcare facility under the Buyer’s control.
4. Receipt of Goods
4.1. The Buyer must be available to receive the Goods on the scheduled day. Risk transfers upon the first delivery attempt, even if the parcel is not accepted.
4.2. Address amendments must be submitted in writing before dispatch. The Seller is not obligated to accommodate post-dispatch changes.
4.3. If delivery is refused or repeatedly missed, the Seller may:
- Cancel the order;
- Dispose of the Goods;
- Recover associated costs;
- Withhold refunds for non-returnable items.
4.4. If Goods are delivered to a third party (e.g., reception, concierge, colleague, or “safe place”) at the Buyer’s instruction, the Buyer is fully responsible for their security and proper handling.
4.5. Delivery is deemed complete upon:
- Courier scan or signature;
- Photo proof of delivery;
- Delivery to a nominated location.
5. Third-Party Couriers
5.1. Courier selection is at the Seller’s discretion. Courier preference may be noted but not guaranteed.
5.2. The Seller is not liable for courier failures or delays once the parcel has been handed over in good condition.
5.3. Agreements made between Buyer and couriers are not binding unless authorised in writing by the Seller.
5.4. Buyer must track shipments and liaise with the courier directly where necessary.
5.5. The use of parcel shops, lockers, or “safe places” is at the Buyer’s risk and not recommended for cold-chain or Controlled Drugs.
5.6. The Buyer must ensure any third-party recipient is trained to handle and store sensitive or patient-labeled materials in compliance with GDPR.
6. Returns & Refunds
6.1. All sales are final. No sale or return applies unless explicitly agreed in writing.
6.2. The following Goods are non-returnable:
- Prescription-only medicines;
- Controlled Drugs;
- Cold-chain items;
- Items with broken seals;
- Improperly stored or degraded products.
6.3. Non-prescription, ambient items may be returned only if:
- They are in original, unopened packaging;
- Requested within 5 calendar days;
- Authorised in writing with a valid returns form.
6.4. If only part of an order is returned, only that part will be refunded. Delivery fees are only refunded when the entire order is returned and approved.
6.5. Any breakages or delivery errors must be reported within 24 hours with photo evidence.
6.6. Cold-chain return requests must:
- Be made within 24 hours;
- Be based on a confirmed Seller error;
- Confirm that items remained in validated temperature range.
6.7. Buyer is responsible for return shipping costs unless the Seller agrees otherwise.
6.8. Unauthorised returns may be destroyed with no obligation to refund or replace.
6.9. Once an order has been paid for and accepted, it cannot be cancelled due to the nature of pharmaceutical product handling and regulatory limitations.
6.10. Refunds, if approved, will be processed within 21 working days to the original payment method. If not received within 30 calendar days, the Buyer must notify the Seller.
7. Limitation of Liability
7.1. Seller liability is capped at the price paid for the affected Goods.
7.2. The Seller shall not be liable for:
- Loss of profit;
- Indirect or consequential damages;
- Patient harm from misadministration;
- Failures in Buyer’s internal procedures or storage.
7.3. Risk passes to the Buyer at delivery or first attempted delivery, regardless of receipt.
7.4. No liability is accepted for degradation of cold-chain or Controlled Drugs post-delivery.
7.5. Buyer is solely responsible for compliance with legal and professional standards in all handling of Goods.
8. Governing Law & Jurisdiction
8.1. This Policy is governed by the laws of England and Wales.
8.2. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
