Terms and Conditions

This service is provided by Simple Online Healthcare Limited trading as “Simple Online Pharmacy”. By using this service, you are confirming that you understand and agree to be legally bound by these Terms and Conditions.
 
These Terms and Conditions apply to your access to the Simple Online Pharmacy website, www.simpleonlinepharmacy.co.uk.  Please read these Terms and Conditions carefully before accessing and/or ordering any medicine from our website. 

If you access the website and/or place an order for medicine, you agree to be bound by these Terms and Conditions. If you do not agree with these Terms and Conditions, please do not use our website. 

The Simple Online Pharmacy website is owned and operated by Simple Online Healthcare Limited trading as “Simple Online Pharmacy”, registered in the UK at 77 Dunn Street, Glasgow, G40 3PA, with company number SC498329. 

If you have any questions about our website, please contact us: 

Tel: +44 (0)141 774 5023 
Email: [email protected]  

1. Regulation

Simple Online Pharmacy is a fully regulated company by the relevant UK medical bodies. Please see our Regulation page for more details. 

Simple Online Pharmacy offers information, advice and treatment for a range of medical conditions. This service is provided by qualified UK prescribers who comply with relevant professional standards and guidance. 

Our dispensing pharmacy is regulated by the General Pharmaceutical Council and can be trusted to deliver a high level of service through our qualified pharmacists and pharmacy team. 

2. Security & Privacy

Your privacy is important to us. The following information explains what measures we take to protect it.

1. Simple Online Pharmacy uses security technology, including firewalls and Secure Socket Layers, to protect information submitted through this website. 
2. We do not have access to your full financial information. Payment information is securely transferred directly to our card processing agents, who process it securely on our instructions. 
3. During your visit to our site, we may gather certain personal information that is necessary to set up your account, process your order, complete identity verification, arrange delivery of your medicine and respond to queries. 
4. We only keep your information for as long as is necessary to process your order, process any applicable refunds, respond to complaints or feedback, meet regulatory requirements, and provide you with promotional information where you have subscribed to receive it. 
5. Electronic transmissions are never completely private or secure. We encourage customers to ensure that any computer, tablet or smartphone used to access their online patient record is suitably protected from potential interception. 
6. Simple Online Pharmacy complies with Data Protection legislation. We will use the information you provide, together with other information we obtain about you, to administer and provide the goods and/or services you request. 
7. We will not share your personal information with any organisation other than those directly involved in delivering these services, including, where relevant, the dispensing pharmacy, clinical providers, identity verification provider, payment provider and delivery partner. 
8. This service does not take responsibility for informing your regular GP of medication prescribed by our clinicians unless you ask us to do this and provide the required GP details and consent.
9. Simple Online Pharmacy reserves the right to contact your GP or another healthcare professional in cases of emergency or safeguarding concern. We will only exercise this right where your safety, or the safety of others, is paramount.

3. Commitment Agreement

Medication orders are normally sent using Royal Mail Tracked 24. 

A signature is not normally required. Patients can use Royal Mail tracking or app options to manage delivery preferences, including selecting a safe place or delivery to a neighbour where available. 

You are responsible for checking your tracking information and ensuring your medication is collected and stored correctly once delivered. 

4. Information and Advice

The information and advice provided by Simple Online Pharmacy when you use the service is based on the information you have supplied to us. 

It is your responsibility to ensure this information is accurate and complete. You accept that failure to provide accurate and complete information, whether intentionally or not, may affect the information and advice we give to you and the medicines we supply to you. This may have consequences for which we are not responsible. 

We also use this information to ensure we ship medication to the correct address. It is your responsibility to ensure that the correct shipping address is provided. 

You must read and follow all patient information leaflets, storage instructions, delivery information and clinical guidance provided with your medicine. 

5. Pricing

All prices on this website are in GBP and include VAT unless expressly stated otherwise. 
We take care to ensure that all pricing information on our website is accurate, but occasionally there may be an error. 

If an error has occurred and the price charged is too high, we will identify those who have overpaid and refund the difference. 

If a pricing error is identified before your order is clinically approved or dispatched, we reserve the right to cancel the order and refund you in full. 

6. Completed Orders

When you place an order, we begin clinical assessment immediately. 

We will verify your identity using a specialist provider, and our clinical team may contact you if we require further information to ensure your treatment is safe and appropriate. 

Medication is only dispatched once identity verification and clinical approval are complete. Delivery may be delayed while we complete these checks. 

We deliver across the UK: England, Scotland, Wales and Northern Ireland. Channel Islands, including GY/JE postcodes 

We do not deliver to: 

Isle of Man, including IM postcodes 

BFPO addresses 

PO Boxes 

We use Royal Mail Tracked 24 as our standard delivery service for medication orders. 

A signature is not normally required. Patients can use Royal Mail tracking or app options to manage delivery preferences, including selecting a safe place or delivery to a neighbour where available. 

In rare cases, such as remote postcodes, service restrictions, or areas where Royal Mail cannot complete delivery, we may use an alternative delivery provider. 

You are responsible for checking your tracking information and ensuring medication is collected and stored correctly once delivered. 

7. Concluding a Binding Contract

When we receive an order from you to purchase goods or services from us, we will confirm that we have received the order by sending a confirmation email to the contact email address that you supplied. 

Professional codes of conduct, legal restrictions and clinical requirements may limit the number, strength, type or frequency of any item we are permitted to supply. 

We have no obligation to supply any medicine unless it has been clinically approved and authorised for dispatch. 

We reserve the right to reject or cancel any order. 

Where an order is not clinically approved, we will cancel the order and refund you in full. 

8. Payment

In providing payment card details, you confirm that you are authorised to use the card. 

You authorise us, or our payment service provider, to take payment in full for the items in your order, any associated postage and packaging fees, and any other charges that become due to us under these Terms and Conditions. 

Payment being taken does not mean your order has been clinically approved. 

If your order is not clinically approved, we will cancel the order and issue a refund.

9. Authorisation of Orders for Medicines

Our clinicians can only make a decision about whether it is in the best interests of the patient to receive a medicine when they have all relevant information. 

On occasion, this may require the clinician to ask the patient for additional information further to the information provided in response to an online questionnaire. 

We may also need to contact you by phone, video call, secure message or email before a prescribing decision can be made. 

Medication will not be dispatched until the order has been clinically approved and authorised for supply

10. Postage Costs

Postage and packaging charges for medicines are shown on our Delivery page and at checkout.

We use Royal Mail Tracked 24 as our standard delivery service for medication orders. 

Royal Mail is our primary delivery partner. A signature is not normally required, and patients can use Royal Mail tracking or app options to manage delivery preferences, including selecting a safe place or delivery to a neighbour where available. 

In rare cases, such as remote postcodes, service restrictions, or areas where Royal Mail cannot complete delivery, we may use an alternative delivery provider. 

Some medicines may require temperature-controlled or fridge-line delivery. Other medicines may be suitable for approved controlled-temperature delivery without ice packs or cold-chain packaging, depending on the medicine and current manufacturer/regulatory guidance. 

Delivery aims and courier availability may vary for certain postcodes, including Northern Ireland and Highlands & Islands. 

11. Delivery of Orders

Our pharmacy dispenses all medicines and dispatches them after identity verification and clinical approval. 

We use Royal Mail Tracked 24 as our standard delivery service for medication orders. Royal Mail is our primary delivery partner. 

A signature is not normally required. Patients can use Royal Mail tracking or app options to manage delivery preferences, including selecting a safe place or delivery to a neighbour where available. 

In rare cases, such as remote postcodes, service restrictions, or areas where Royal Mail cannot complete delivery, we may use an alternative delivery provider. 

Coverage: We deliver across the UK: England, Scotland, Wales, Northern Ireland and Channel Islands, including GY/JE postcodes  

We do not deliver to the Isle of Man, BFPO addresses or PO Boxes. Delivery aims may differ for certain postcodes, including Northern Ireland and Highlands & Islands. 

Delivery method and packaging may vary depending on the medicine, courier service and approved storage or delivery conditions. 

Some medicines may require temperature-controlled or fridge-line packaging. Other medicines may be suitable for controlled-temperature delivery without ice packs or cold-chain packaging, where supported by manufacturer guidance and regulatory approval. 

Where a medicine is sent in letterbox-friendly packaging, it may be delivered through your letterbox where possible. Where this is not possible, Royal Mail may follow your selected delivery preferences, such as safe place or neighbour delivery, where available. 

You are responsible for checking your tracking information and ensuring medication is collected and stored correctly once delivered. 

If your parcel is not delivered on the expected date shown in tracking, please contact our Patient Care Team the same day. We will liaise with the courier and provide your first update within 48 working hours, Monday to Friday. 

You do not need to contact the courier yourself. 

It is your responsibility to provide a complete and accurate delivery address. We cannot refund or replace orders shipped to incorrect or incomplete addresses. 

For medicines requiring fridge-line or temperature-controlled delivery, we use appropriate validated packaging.
Delivery and storage requirements may differ by medicine, so please follow the information provided with your order and contact our Patient Care Team promptly if you have concerns about delivery, temperature exposure, damage or delay. 
 
Temperature-controlled items 

Fridge-line products (e.g. Saxenda,  Mounjaro) are shipped in validated temperature-controlled packaging. 

If a Safeplace has been selected, the courier will leave the parcel there, provided the location is considered safe and suitable at the time of delivery. 

If the selected Safeplace is not suitable and the courier can identify an alternative secure location on the property, the parcel will be left there instead. 

If no Safeplace has been selected but the courier identifies a safe and suitable location on the property, the parcel may be safely left there. 
  
If the first delivery attempt fails, a second attempt may be made. 

12. Returns Policy

In line with medicine safety requirements, prescription medication cannot be returned or refunded once it has been clinically approved and dispatched. This is because medicines cannot be reused or resold once they have left the pharmacy. 

All prescriptions go through clinical checks before being shipped to make sure your medicine is safe and appropriate for you. 

If your order is not clinically approved, we will cancel it and refund you in full. 

If you believe a dispensing error has occurred, or your medication arrives incorrect, damaged, delayed, or you have concerns about delivery or temperature exposure, please contact our Patient Care Team immediately so we can investigate and advise. 

If your parcel is confirmed as lost following a courier investigation, we will arrange a replacement. 
Weight-loss pens 

Weight-loss pens

Sometimes we may need you to return the pen to us so we can liaise with the manufacturer and complete our investigation. 

If the pen is not returned to us when requested, for example if it has been disposed of before or during the investigation, we may be unable to issue a replacement. 

Please keep hold of any pen, packaging and delivery materials if you contact us about damage, leakage, temperature exposure, delivery delay or a suspected product fault. 

13. Refunds Policy

If your consultation is not clinically approved, we will cancel your order and issue a full refund. Refunds are typically processed within 5 to 10 business days, depending on your bank or payment provider. 

Once an order has been clinically approved and dispatched, prescription medication is not refundable, in line with medicine safety requirements. 

In the rare event your parcel is confirmed lost by the courier after investigation, we will arrange a replacement. 

Please contact our Patient Care Team if you have any concerns so we can assist.

Refunds are not available for prescription medicines that are returned or undeliverable due to: 

• an incomplete or incorrect address 
• failure to collect the parcel 
• refusal of delivery
• failure to retrieve the parcel after delivery, including where it has been delivered to a selected safe place, neighbour, or other Royal Mail delivery option 
• the medicine no longer being suitable for redelivery or supply after return 

14. Complaints Procedure

If your complaint relates to a delivery issue, please contact our Patient Care Team as soon as possible.

Where a courier investigation is required, please allow up to 48 working hours, Monday to Friday, for the initial courier investigation update. 

For other matters, please contact us as soon as possible and within 7 days of the issue where possible. 

We aim to acknowledge complaints within 72 hours. 

We will review complaints fairly and respond in line with our complaints handling process. 

15. Notification of Errors

Please check your delivery promptly upon receipt and contact us immediately if anything appears incorrect, damaged, delayed, or if you have concerns about how your medication has been stored or delivered. 

If your parcel is not delivered on the expected date shown in tracking, contact our Patient Care Team the same day. 

For any other issues with delivered items, please contact us within 7 days of receipt where possible. 

For delivery delays, suspected temperature exposure, damaged medication, leaking pens, cloudy or discoloured solution, or concerns that medication may not be safe to use, please contact us before using the medicine.

16. Information on this Website

We take care to ensure that all information available on our website about our business, services and any products mentioned is accurate. 

However, some things may develop or change, which may occasionally lead to information being out of date. 

General medical information provided on the website is not a substitute for specific and personalised medical advice and should not be read or used as such. 

You should always read the patient information leaflet supplied with your medicine and follow any instructions provided by our clinical or pharmacy team. 

Links to other websites: Simple Online Pharmacy may provide links from this website to websites that are owned and controlled by third parties, such as health resources. These links are provided only for your convenience, and we have no control over, and will have no liability in respect of, those websites. 

17. Third Party Rights

Nothing in these Terms and Conditions is intended to, nor shall it grant a benefit on any third party under the Contracts (Rights of Third Parties) Act 1999. 

A person who is not a party to these Terms and Conditions has no rights to enforce them. 

18. Our Right to Vary T&Cs

We reserve the right to revise and amend these Terms and Conditions from time to time. 

You will be subject to the Terms and Conditions that are in force at the time that you order goods from us unless: 

1. Any change to these Terms and Conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or
2. We notify you of any changes to these Terms and Conditions before we accept your order, in which case we have the right to assume that you have accepted the change unless you notify us to the contrary within seven working days of receipt by you of the goods.

19. Vouchers, Discount Codes and Offers

• Only one unique discount code is permitted per order.
• Discount codes from other offers can not be combined.
• Unless otherwise stated, all codes are single use only and valid for only one purchase per customer.
• Discounts, vouchers and offers may be restricted to specific products, services, treatment areas or customer groups.
• Discounts do not apply to postage or delivery costs unless expressly stated.
• We reserve the right to amend, withdraw or refuse discount codes, vouchers or offers at any time.

20. Referral Program Terms and Conditions

Last Updated: 1 September 2025

These Terms govern your participation in the Simple Online Pharmacy Referral Program. Please read them carefully before taking part. 

Promoter: Simple Online Healthcare Limited, trading as Simple Online Pharmacy, registered office: 77 Dunn Street, Glasgow, G40 3PA, “Simple Online Pharmacy”, “we”, “our” or “us”.

Important: This Referral Program applies to eligible products within The Simple Weight Loss Service only and does not apply to any other services or treatments offered by Simple Online Pharmacy.

By joining our Referral Program, you agree to:
(a) be bound by these Terms, as amended from time to time;
(b) accept our decisions as final in all matters relating to the Referral Program; and
(c) comply with all applicable laws and regulations.

We may amend or withdraw the Referral Program at any time. Any updates will be posted on the Referral Program page. 

If you do not agree to these Terms, you should not participate. 

Important: Please ensure you follow the restrictions on sharing referral codes in Section 20.4. 

For information on our wider website terms, please see our Terms and Conditions page. 

Contact us through our Help Centre for support. 

21.1 Eligibility

20.1.1 Referrers

To earn referral credits, you must:

• be a UK resident aged 18 or over;
• hold a valid, active account on the Simple Online Pharmacy website;
• be an existing customer who has made at least one Qualifying Purchase under The Simple Weight Loss Service that has not been cancelled or rejected.

20.1.2 New Customers

To take part as a new customer, you must:

• be a UK resident aged 18 or over;
• not be an existing or previous customer of Simple Online Pharmacy;
• complete an eligibility consultation with our clinical team for The Simple Weight Loss Service; and
• make a valid Qualifying Purchase within The Simple Weight Loss Service that is not cancelled or rejected.

20.1.3 Restrictions

• This program is only open to individual consumers, not businesses.
• Employees, directors, and officers of Simple Online Pharmacy are not eligible.

20.2 Rewards

• A Qualifying Purchase is any order of at least £50 placed through The Simple Weight Loss Service.
• A Credit is a £40 discount voucher earned by referrers, redeemable on a Qualifying Purchase within The Simple Weight Loss Service only.
• A Discount is a £40 saving available to new customers on their first Qualifying Purchase within The Simple Weight Loss Service only.

20.3 How It Works

• After your first Qualifying Purchase, a referral code will appear in your account dashboard. 
• Share this code with friends and family, subject to the restrictions in Section 20.4. 
• When a new customer uses your code on their first Qualifying Purchase within The Simple Weight Loss Service, you will receive one £40 Credit. 
• Multiple new customers can use your code, but you may only earn one Credit per new customer. 
• Credits are capped at £4,000 per 12-month period. 
• Credits expire 12 months after being issued. 
• New customers can only use one code and receive one Discount. 
• There is only one reward credit for each new customer introduced. 
• Discounts and credits only apply to the product and not to shipping costs. 
• You will receive your credit when the referred customer’s order is dispatched. We reserve the right to withdraw your reward if the referred customer order is cancelled or rejected. 
• We reserve the right to terminate this referral scheme at any time. 
• We reserve the right to refuse access to or terminate access to this scheme for any individual for any reason. 
• This discount cannot be used in combination with any price match or other promotional offers. 
  Discount credit only applies to The Simple Weight Loss Service and cannot be used for any other products or services. 
• Referral credits cannot be combined with other offers, promotions or discounts. 
• Referral credit is issued as account credit only and has no cash or monetary value. If a patient chooses to stop treatment, becomes clinically ineligible, or closes their account for any reason, any unused referral credit will be forfeited and cannot be refunded, transferred, or exchanged for cash or any monetary equivalent. 

20.4 Referral Program Conduct

Referral codes may be shared privately or publicly, including via email, text message, messaging apps, and social media platforms.

When sharing referral codes, you must comply with the following conditions:

• referral codes must not be shared in connection with, alongside, or as part of the promotion of prescription-only medicines 
• referral codes must not reference, name, imply, or encourage the use of any prescription-only medicines 
• you must not use Simple Online Pharmacy branding, logos, trademarks or other intellectual property when sharing referral codes 
• you must not make medical claims, imply clinical endorsement, or present yourself as acting on behalf of Simple Online Pharmacy 
• spam, bulk messaging or unsolicited communications are strictly prohibited

Any misuse of referral codes or breach of these conditions may result in:

• Removal from the Referral Programme
• Cancellation of referral credits
• Any other action deemed appropriate by Simple Online Pharmacy

20.5 Consequences of Non-Compliance

If you misuse the program, we may:

• freeze your account and prevent further Credits;
• cancel all Credits on your account;
• permanently remove you from the Referral Program and similar promotions.

We are not responsible for claims arising from misuse of referral codes.

20.6 Limitations

The Referral Program is provided “as is” and without warranty.

We do not guarantee uninterrupted or error-free service.

We will not be liable for:

• indirect or consequential loss;
• business losses, goodwill, or reputational damage.

We do not exclude or limit liability where unlawful, for example death or personal injury caused by negligence.

20.7 Suspension, Termination, or Modification

We reserve the right to:

• amend, suspend, or terminate the Referral Program at any time;
• withdraw Credits or Discounts in cases of suspected misuse or breach;
• refuse access to individuals at our discretion.

Any changes will be posted on the Referral Program Page. Your continued participation means acceptance of those changes.

20.8 General

• Information you provide will be processed in line with our Privacy Policy.
• These Terms make up the entire agreement relating to the Referral Program.
• UK law prohibits advertising Prescription Only Medicines to the public. Sharing referral codes publicly in ways that promote prescription-only medicines may be considered a violation of these laws.