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This Website is owned by Welfare Healthcare (UK) Ltd, trading as Welfare Pharmacy, hereinafter referred to as ‘We’ or ‘Our’ (Registered Co. No. 08624459). Our registered office address is 68 Friar Gate, Derby DE1 1FP.

Our contact details as below:

Welfare Pharmacy
68 Friar Gate

Tel       : 0345 340 4868

Email :

These general terms and conditions apply to anyone accessing information, viewing pages or placing orders utilising any part of the website (‘Website’). By utilising the Website you acknowledge your acceptance of these general terms and conditions. We retain the right to change the terms and conditions at any time without warning or prior notice.

Unless otherwise stated, all online sales ordered through the website will be fulfilled by us.

We are registered with the General Pharmaceutical Council (GPhC) (ID: 1110207). Details of the registration can be found at the GPhC website

The contents of the Website are specifically for the residents of the UK. The law concerning the operation of the Website is governed by English law and any transaction is deemed to have taken place in England. The Website is therefore subject to the jurisdiction of the English courts.

Anyone wishing to purchase items on the Website is required to register their details with the Website. The User (anyone utilising any part of the Website, hereinafter referred to as ‘you’ or ‘your’) must be aged 18 years or over to purchase any items on the Website. We reserve the right to request Proof of age at any time. You will be responsible for the use of the Website so you must ensure that you keep your log-in and password details private. You will be responsible for any use or misuse of the Website where your log-in details have been used.

We have taken reasonable care to ensure the content of the Website is correct and current. We disclaim any and all warranties of any kind with respect to the contents of the Website to the full extent permitted by law.

We, our related companies and our directors and employees will not be liable for any loss or claims arising from the use of the Website or use or interpretation of the information therein; either directly or indirectly. This exclusion does not override any statutory rights. Your statutory rights as a consumer are not affected by these terms and conditions.

All information and content on the Website is for information only. If you have any doubts regarding the pharmaceutical products you should contact your doctor or medical advisor. You must ensure that you follow all product packaging labels and leaflets prior to use. If you suspect you may have a health care problem you should consult your doctor prior to taking any medicines. Please consult your doctor if you are already taking prescription drugs or are under ongoing medical care before taking any additional pharmaceutical products.

We may, from time to time, provide links from the Website to other 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.

If any of these terms are held to be unenforceable or invalid then such terms shall be treated as removed so that it does not affect the enforceability or validity of the remaining terms and conditions.

Your Conduct

You must not use the Website in any way that causes, or is likely to cause, the Website or access to it to be interrupted, damaged or impaired in any way.

You understand that you, and not us are responsible for all electronic communications and content sent from your computer to us and you must use the Website for lawful purposes only.

You must not use the Website for any of the following:

  • for fraudulent purposes, or in connection with a criminal offence or other unlawful activity.
  • to send, use or reuse any material that is illegal, offensive, abusive, indecent, defamatory, obscene or menacing; or in breach of copyright, trademark, confidence, privacy or any other right; or is otherwise injurious to third parties; or objectionable; or which consists of or contains software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any “spam”.
  • to cause annoyance, inconvenience or needless anxiety.

Alteration of Service or Amendments to the Conditions

We reserve the right to make changes to the Website, policies, and terms and conditions at any time. You will be subject to the policies and terms and conditions in force at the time that you use the Website or that you order goods from us, unless any change to those policies or these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of these conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.

Events Beyond our Reasonable Control

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.

Price and Offers

All prices and offers on the Website are subject to availability whilst stocks last. If the stock is exhausted then we will contact you with the new price and you will pay or be refunded the difference. Alternatively, you may be given the opportunity to cancel your request.

Only one discount offer or code/voucher may be used with each transaction.

The price shown on the Website is inclusive of VAT at the prevailing rate.

The Website is regarded as an invitation to treat. Orders placed are an offer to purchase which we may accept or decline at our absolute discretion without needing to give any reason for declining the offer to purchase. A confirmation email is automatically sent which confirms receipt of the offer to purchase. This does not constitute acceptance of the offer to purchase. A contract is deemed to have been entered into when we issue a sales invoice or a delivery invoice. Our pharmacy team will check all orders before release and before issuing a sales invoice or a delivery invoice.

Once the order has been placed on the Website the transaction is manually processed at our premises by our registered pharmacist.

Copyright and Intellectual Property

All product information, data, text, images and the selection and arrangement of the aforementioned and associated links, software and source code contained on the Website are wholly owned by us. On no account is anyone allowed to download any data or information for commercial use. You are allowed to download information pertaining to a specific product for information only. You are reminded to check information for products on the packaging and leaflet which comes with the product. All trademarks are acknowledged as trademarks or registered trademarks of their owners. Product packaging and leaflet information directions and warnings must be followed when taking the products supplied.

Delivery (Postage and Packaging)

It is your responsibility to enter the correct delivery address at the time of ordering. If the incorrect address is given, we are not obliged to re-send the order to the correct address at our expense. You are advised to contact the Customer Services Department immediately if you make a mistake with your delivery address as once an item is shipped the address cannot be amended.

Once an order has been placed if, for any reason, we are unable to ship any part of it, we may at our discretion, send part of the order that is in stock or remove item(s) from the order. In this instance, a refund will be made to you and a note made on the invoice enclosed within the package.

All delivery dates are estimates and NOT guaranteed.

Whilst we reserve the right to use any form of delivery and packaging, generally, any packaging will be discreet with a plain outer package.

We reserve the right to use whichever form of delivery we deem appropriate.

Delivery within the UK

Dispatch is usually within 1-2 working days from ordering. The 3-5 working days for signed delivery is on top of the dispatch timescales.

Standard Delivery is via Royal Mail.

For a full breakdown of charges please refer to the Delivery information page.

Heavy items will be sent using our alternative courier. Additional charges may apply. The Customer Services Department will contact you if this is the case.

Lost or Missing Packages

Royal Mail – A package can only be reported as missing to Royal Mail if it has not arrived within 15 working days (3 weeks). Most missing items are located within the postal system within this time period. If after 15 days an order has still not been received, you are advised to contact our Customer Service Department with your order number and full name and address. The Customer Services Department will then issue a claim with Royal Mail. Our Customer Service department will then arrange to either refund or resend the order.

Returns, Exchanges and Cancellations

Packages returned by postal services – If an item is returned back to us for any reason, we will attempt to contact you to arrange to resend this. If you then decide to cancel the order, only the cost of the goods will be refunded.

Return of unwanted items – It is your responsibility to contact our Customer Service Department or by completing the form on our contact us page to advise of your intention to return or exchange any item(s) within 14 calendar days of receipt and to obtain an Authorised Returns Number. After this date, it is solely within our discretion if a return or exchange will be accepted. Once we have approved a return then all items must be received no later than 14 days from the date of the return number being issued. This gives you a maximum of 28 days in total to return an item.

Please note that we are unable to accept returns for the following unless they are damaged or faulty:

  • Perishable items.
  • Unsealed items with a protective seal due to health protection or hygiene reasons.
  • Medicinal products or services that are either dispensed on prescription or are available free under an NHS arrangement.

Once opened and/or used, products cannot be returned unless they are faulty or broken. In addition, products of a cosmetic, medicinal or personal nature cannot be returned due to hygiene reasons. Returned items will only be refunded if they are in a saleable condition upon return. We may reduce the amount of money refunded for goods returned which show evidence of use beyond the necessary handling to see whether goods are as expected. Unfortunately, we’re unable to cover the costs of returning your items. It is highly recommended that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. It is your responsibility to ensure that the goods are adequately packaged to ensure that they are not damaged during return transit.

Return of faulty or damaged items – You are advised to contact our Customer Service Department to advise of your intention to return faulty or damaged items and to obtain an Authorised Returns Number. You should provide your order number, name, address and the reason for the return. If items are returned without an Authorised Returns Number then we are unable to offer an exchange. It is highly recommended that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. In the event that no fault is found with the items, we reserve the right to recover any fees and/or expenses incurred from you.

Products of a cosmetic, medicinal or personal nature cannot be returned due to hygiene reasons.

Faulty items will be accepted in accordance with the Manufacturer’s warranty terms. This does not affect your statutory rights.

You can refuse delivery for a damaged item, in this instance, you must notify our Customer Services Department within 7 days as stated above.

You may cancel your order before goods have been shipped otherwise please refer to our returns policy as above. Please complete the form on our contact us page to advise of your intention to cancel as soon as you could before goods have been shipped.

Failed Deliveries

If an item is returned due to failed delivery we reserve the right to charge £2.75 for redelivery.

Unauthorised Returns

If items are returned without an Authorised Returns Number then we are unable to offer an exchange.


Any refunds due to you will be made using the same method that payment was originally taken. We aim to process your refund within 2 working days of receiving your item, however it can take up to 30 days to receive the refund via the original payment method. The refund will include standard outbound delivery costs only if you did not receive free delivery.


All transactions on this Website will be processed in Sterling (£) currency.

Payment can be made either by debit card or credit card using our secure payment service which ensures that your payment details are kept secure. As none of the information you submit comes through the Website we will not at any time access or retain any credit or debit card information.

Privacy Policy

Every effort has been made to make sure this database is secure and it can only be accessed by us and occasionally, trusted third parties such as Doctors, Medical writers and IT personnel for the purpose of improving this site.

We will retain contact and delivery information together with your login and password. For your convenience, we retain information about any non-prescription products you have purchased to aid your future use of the site.

We will never pass your details on to any third party unless required by law to do so. You can see our full Privacy Policy.