Terms & Conditions
1. THESE TERMS
1.1 What these terms cover. These are the terms and conditions on which we supply medication to you. Please read these terms carefully before you submit your prescription order to us. These terms tell you who we are, how we will provide medication to you, what to do if there is a problem and other important information.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 Who we are. We are Rokshaw Limited trading as CBPM Access Pharmacy (“CBPM Access”) with our registered office address at Unit 5a, Rivergreen Industrial Estate, Sunderland, Tyne and Wear, SR4 6AD. Rokshaw Limited is a company incorporated in England and Wales with company number 8154114.
CBPM Access is managed by qualified pharmacists and registered with the General Pharmaceutical Council with registration number 9011186
2.2 How to contact us. You can contact us in the following ways:
Freephone: 0800 1412 055
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address provided to us with your prescription or if you have opened an account with us.
3. THE ORDERING PROCESS
3.1 How we will accept your order for medication. Our acceptance of your prescription will take place when we email you to accept it albeit that preparation of your order will not commence until we have received your prescription and you have paid for it pursuant to paragraph 4.1
3.2 If we cannot accept your order. If we are unable to accept the order, we will inform you of this via email and will not charge you for the product. This might be because the product is out of stock, because of unexpected delays or problems with third party suppliers which we could not reasonably plan for or because we have identified an error in the prescription. In such instances we will return your prescription to you.
3.3 Prescription Validity. For most medications, a private prescription will be valid for six months from the time of writing. Where the prescription contains certain controlled drugs, a private prescription is only valid for twenty-eight days from the time of writing. This means that an order for medication must be made within this timescale. CBPM Access cannot take orders for a prescription that is no longer valid.
3.4 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
4. PAYMENT & CHARGES
4.1 CBPM Access provides medication for patients based on their individual prescriptions. Therefore patients must pay for their medication before it will be prepared and an order cannot be cancelled once paid for. Only once you have paid for your prescription will a contract come into existence between you and CBPM Access and until such time as (i) your order has been accepted (ii) your prescription has been received and (iii) payment for that prescription has been made, we will not have any liability to you and it will be your responsibility to contact us within 30 days regarding any order you may have placed through our website if there is any delay.
4.2 Charges. In addition to being charged for the products ordered, you may also be charged for postage and packaging of your medication. The total amount of charges payable by you will be notified to you in accordance with paragraph 5.2 below.
4.3 Payment Methods. Payment is only accepted by debit or credit card. Receipts will be emailed after the payment is taken. In providing payment card details, you authorise CBPM Access to take payment in full for the applicable prescription charges, postage and packing charges and any other charges that become due to us under these terms. Where you may be entitled to a refund, it will only be made using the payment gateway and/or card originally used for payment.
5. DELIVERY OF MEDICATION
5.1 No retail outlet. CBPM Access does not have a retail outlet and we are only able to take orders directly from your GP or clinic or via a prescription you supply via post. Once dispensed, medications will be posted to the patient or their GP surgery or clinic using the delivery method agreed at the time of order.
5.2 Delivery times. At the point of confirming acceptance of your order, we will endeavour to confirm the delivery time and charges for your order. These will depend on the product ordered and its availability. If we are unable to confirm details on acceptance of your order, we will do so as soon as reasonably possible thereafter.
5.3 Courier Delivery. Delivery will be via trackable courier and will require a doorstep signature. Once the package is signed for, our responsibility for the delivery ends. In the event that the packaging is opened after delivery, we will have no liability to you for lost or damaged items. Due to the nature of the products being supplied from our pharmacy, there is no option for the courier to leave in a safe space, even if you request this.
Considering the current Covid-19 pandemic, if you are isolating or do not wish to sign for the product from the courier please inform the person delivering your package. They will sign for you with their specific Covid-19 signature and may take a photograph of the delivery being handed to you to prove receipt . This signature or photograph will be taken as the product being delivered to you.
5.4 If you are not at home when your order is delivered. If no one is available at the nominated address to take delivery, the products cannot be posted through your letterbox. We will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
5.5 If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection the product will be returned to the pharmacy and we may end the contract and you will still be charged for your order.
6. PROBLEMS WITH YOUR ORDER
6.1 In line with General Pharmaceutical Council guidance, CBPM Access does not offer refunds on medication. Once medication has been dispensed, it cannot be reused and must be disposed of.
6.2 In the first instance, if you do not find your medication suitable, this must be discussed with your prescribing doctor.
6.3 Please check the items dispensed to you carefully and promptly upon receipt. If you believe there may have been a dispensing error, you should contact us immediately and should not take or use any of the items. Please contact us to report an error using one of the methods in paragraph 2 above. Please provide your order number when contacting us.
6.4 Where an error has been made by CBPM Access in dispensing your medication, a full refund will be given if we are notified within two days of the medication being received at the delivery address. Alternatively we will provide you with replacement medication where possible and will arrange for collection of the previously dispensed order, so it can be safely disposed of.
7. PERSONAL INFORMATION
7.1 All personal information provided to CBPM Access either by you or physicians or other healthcare providers is kept confidential and will only be used to provide you with pharmacy services or as otherwise agreed with you.
8.1 All patients and customers of CBPM Access are entitled to make an official complaint if they are not satisfied with the services they have received. All complaints will be investigated thoroughly, so we can improve the service provided.
8.2 Complaints should be made in writing and addressed to the Superintendent Pharmacist at the address in paragraph 2 above. The individual making the complaint will receive an acknowledgement within five working days of receipt of the complaint and we aim to provide a full response within 20 working days or provide the reasons for any delay.
9. OTHER IMPORTANT TERMS
9.1 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
9.2 Governing law. These terms are governed by the laws of England and Wales and each of us submits to the exclusive jurisdiction of the courts of England and Wales.