Terms & Conditions

Genmeds Terms & Conditions

1. Terms of Use
1.1 These Terms and Conditions (together with any documents referred to within them) set out the basis on which you may use the website www.genmeds.co.uk, whether as a guest or a registered user. Please read these Terms carefully before using our site.

1.2 By accessing or using our site, you confirm that you accept these Terms and agree to comply with them. If you do not agree to these Terms in full, you must not use our site.

2. About Us
2.1 Our site is operated by Genmeds Ltd (under the trading name of Genmeds). We are a company incorporated in England and Wales under company number 16612005.

2.2 Our registered office address is Unit 207 New Wing, The Argent Centre, 60 Frederick Street, Birmingham, B1 3HS.

2.3 You can contact us at admin@genmeds.co.uk or by telephone on 01218095346.

3. About Our Services

3.1 Genmeds Online Pharmacy provides medical consultations through secure online questionnaires, telephone conversations, messaging services, and, where necessary, photo assessments. If, following a consultation, one of our prescribers determines that treatment is appropriate, a private prescription will be issued and dispensed by our registered UK pharmacy.

3.2 As part of our duty of care, we also offer follow-up medical advice to help manage any concerns or side effects that may arise during treatment. With your consent, we may share relevant information with your GP to ensure continuity of care.

3.3 Our ability to provide services depends on you completing our medical questionnaires truthfully and accurately. It is essential that you disclose all relevant information to the best of your knowledge, as this forms the basis of any prescribing decisions. The questionnaires used have been designed in line with recognised best practice and are intended to support safe and appropriate prescribing.

3.4 We may, where necessary, contact your GP surgery to provide updates regarding your treatment. This ensures that your overall healthcare is managed safely and consistently.

3.5 By placing an order through our website, you confirm that:

  • 3.5.1 You are at least 18 years of age.

  • 3.5.2 You are a resident of the United Kingdom, EU, or EEA.

  • 3.5.3 You are legally able to enter into a binding contract.

  • 3.5.4 You will not attempt to obtain the same or similar medication simultaneously from another source.

  • 3.5.5 You will provide complete and accurate answers to all medical questions asked of you.

3.6 Our services are only provided on the condition that you answer all consultation questions fully and honestly. Failure to do so may place your health at risk. We cannot accept responsibility for any harm or complications that result from inaccurate, incomplete, or misleading information being provided, or from failure to follow the medical advice given by our prescribers. You are also responsible for informing your GP or regular healthcare provider about any treatment or medicines supplied through Genmeds.

3.7 All content and questionnaires on our website are written in English. It is your responsibility to ensure you fully understand the questions and advice provided. If you are unsure about how to answer a question or do not fully understand the advice given, you must contact us or consult your GP before proceeding.

3.8 If you are prescribed medication, you must check that the items you receive match what was prescribed, and that they arrive in good condition. Do not use any medicine that appears damaged, does not match your prescription, or is out of date. You should carefully read all product packaging and patient information leaflets before use, and ensure medicines are stored safely so that no one else has access to them.

3.9 Our services are intended solely for individuals based in the United Kingdom, European Union, or European Economic Area.

4. How We Handle Your Information

4.1 The information you provide to us is used primarily to deliver our services and ensure that you receive safe and effective care. This may include using your details to process consultations, issue prescriptions, dispense medicines, or provide follow-up advice. We may also use your information to share updates about your treatment, inform you about changes to our policies, or provide details of products and services that may be relevant to your healthcare needs.

4.2 When We May Share Your Information

  • 4.2.1 We respect your privacy and will never sell or share your personal information for marketing purposes. Your details will only be shared with third parties in limited circumstances, such as:

    • 4.2.1.1 Where it is necessary to work with a trusted partner to deliver our service (for example, providing Royal Mail with your name and address so that your order can be delivered). Only the minimum required information will be shared.

    • 4.2.1.2 Where we are legally required to disclose information, such as by order of a court or when requested by the police or regulatory authorities.

    • 4.2.1.3 With fraud prevention and security agencies, in order to reduce the risk of fraud and ensure the safety of our services.

    • 4.2.1.4 In the unlikely event that our business or the majority of our assets are transferred to another provider, your information may be shared with the acquiring party as part of that process.

5. Protecting Your Information

5.1 We take all reasonable measures to protect your personal and payment details when you use our website. Our systems are designed to keep your data secure and confidential. However, we cannot accept liability for any losses resulting from unauthorised access to your information where this occurs outside of our control or without negligence on our part.

6. Returns and Refunds Policy for Medicines

6.1 For patient safety and in line with pharmacy regulations, medicines cannot be returned once they have left our premises, except where specifically required as part of an authorised investigation into damage, loss, or refund claims. As medicines cannot legally be reused once supplied, they are exempt from the Consumer Protection (Distance Selling) Regulations 2000.

6.2 We are unable to accept returns or provide refunds for medication under any other circumstances. While a claim is ongoing, you must not dispose of or alter any medicines supplied. If you no longer need medication and no claim is in progress, you should return it to a local pharmacy for safe disposal in accordance with NHS and GPhC guidance.

7. How a Contract is Formed

7.1 When you place an order through our website, you do so by clicking the “Confirm Order” button at the end of the checkout process. You will then be guided through a series of steps on the website to complete your order.

7.2 Once your order has been submitted, you will receive an acknowledgement email confirming the details of the items requested. Please note that this is not an acceptance of your order. All orders are subject to clinical approval by a registered prescriber and pharmacist.

7.3 A binding contract between you and Genmeds Online Pharmacy is only formed once your prescription has been approved, the medication has been dispensed, and a dispatch confirmation email has been issued.

7.4 All orders are subject to prescriber approval and product availability. If a treatment cannot be approved or supplied, a full refund will be issued and no cancellation fees will apply.

8. When We May Decline an Order

8.1 We reserve the right to refuse or cancel an order at any stage where it would be unsafe, unlawful, or inappropriate to supply treatment. This may include (but is not limited to) the following circumstances:

  • 8.1.1 A registered prescriber determines, based on your consultation, that treatment is not clinically suitable or safe for you.

  • 8.1.2 A pharmacist declines to dispense a prescription in line with professional and regulatory responsibilities.

  • 8.1.3 Payment authorisation cannot be obtained.

  • 8.1.4 An error is identified in the price or description of a product.

  • 8.1.5 The requested item is out of stock or unavailable.

8.2 Where an order cannot be fulfilled, we will notify you as soon as possible and, where applicable, arrange a full refund of any payment made.

9. Using Our Website

9.1 Access to our website is provided on a temporary basis, and we may update, suspend, or withdraw the services available on it at any time without prior notice. We cannot accept responsibility if, for any reason, the website is unavailable at any time or for any period.

9.2 At times, we may restrict access to certain parts of the site, or to the site as a whole, and in some cases, this access may only be available to users who have registered an account with us.

9.3 If you are provided with, or choose, a username, password, or any other login credentials as part of our security measures, you must keep this information secure and confidential. You must not share your login details with any third party. We reserve the right to disable or revoke access to your account at any time if we believe that these details have been misused, or if you have failed to comply with these Terms and Conditions.

9.4 You are also responsible for ensuring that anyone who accesses our website through your internet connection is aware of these Terms and complies with them.

10. Website Security

10.1 We take website security seriously and work to keep our systems safe. However, we cannot guarantee that our website will always be free from errors, viruses, or other harmful elements. It is your responsibility to ensure that your own devices are protected with suitable antivirus software and security precautions.

10.2 You must not knowingly introduce viruses, malware, or any other harmful technology to our website, nor attempt to gain unauthorised access to the site, its servers, or any databases connected to it. Any such actions may constitute a criminal offence under the Computer Misuse Act 1990, and we will report any breaches to the relevant authorities and cooperate fully with investigations.

10.3 We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses, or other harmful material that may infect your computer equipment, data, or other proprietary material due to your use of our website or your downloading of any content.

11. Delivery Terms and Conditions

11.1 Prescription Review and Order Handling

  • 11.1.1 Delivery estimates start from the moment your prescription is clinically approved, not from when your order is initially placed. Every order goes through a series of steps to ensure safety and compliance:

    • 11.1.1.1 Completion of our online medical questionnaire.

    • 11.1.1.2 Submission of any requested documents, such as identification, BMI verification images or videos, or other supporting information.

    • 11.1.1.3 Assessment by a qualified prescriber, who may contact you for additional details if necessary.

    • 11.1.1.4 Decision to approve or decline the prescription based on clinical suitability.

    • 11.1.1.5 Dispatch of the approved order according to the delivery method you have chosen.

  • 11.1.2 Orders that are approved before 15:00 (UK time) on a Working Day are usually dispatched the same day. Orders approved after 15:00, during weekends, or on public holidays will generally be dispatched on the next Working Day. If a prescription is declined, any payments made will be fully refunded.

11.2 Shipping Methods and Service Scope

  • 11.2.1 Genmeds uses third-party carriers, including Royal Mail and DPD, to deliver orders. While carriers provide their own service standards, we cannot guarantee delivery times and are not responsible for delays beyond our control.

  • 11.2.2 Certain medications, such as Mounjaro® or Wegovy®, are delivered under specific conditions; delivery times are measured from prescription approval. Orders placed on Fridays without weekend delivery will be dispatched the following Monday.

  • 11.2.3 We cannot accept responsibility for customs duties, import charges, or delays to remote or offshore locations, including Northern Ireland, Scottish Highlands, Channel Islands, and other rural addresses.

11.3 Handling Requirements for Temperature-Sensitive Medications

  • 11.3.1 Some medicines require strict temperature control during storage and transit. Customers must:

    • 11.3.1.1 Refrigerate immediately at 2°C – 8°C, unless otherwise instructed.

    • 11.3.1.2 Keep the product in its original packaging to protect it from light.

    • 11.3.1.3 Never freeze the product; frozen products must not be used.

    • 11.3.1.4 Ensure that someone is available to accept delivery on the first attempt.

    • 11.3.1.5 Packages must not be left in a safe place, with neighbours, or at parcel shops. Doing so is at the customer’s risk and may void rights to refunds or replacements. By ordering Cold Chain Items, customers acknowledge and accept these responsibilities and risks.

11.4 Issues with Delivery: Missed, Lost, Stolen, or Damaged Parcels

  • 11.4.1 Missed Deliveries: Items returned to the carrier due to failed delivery attempts may be exposed to unsafe conditions. No refund or replacement will be issued in such cases.

  • 11.4.2 Lost or Stolen Parcels: If a parcel is lost or reported stolen, an investigation will be conducted with the carrier, which may take up to 30 days or longer. No replacement or refund will be provided until the carrier confirms liability and compensation.

  • 11.4.3 Confirmed Delivery: We are not liable for parcels that go missing or are stolen after confirmed delivery to the address provided.

  • 11.4.4 Damaged Parcels: Any damage must be reported immediately. All items, including packaging, must be returned in full for inspection before a refund or replacement is issued. Incomplete returns will void any claim.

11.5 Longer Transit Times to Remote Locations

  • 11.5.1 Certain UK locations, such as the Scottish Highlands, Northern Ireland, the Channel Islands, and other offshore or rural areas, may experience longer delivery times (typically 2–4 Working Days). Cold Chain Items delivered to these locations may face extended transit conditions. Customers ordering to these areas acknowledge the increased risk of temperature variation and accept responsibility. We recommend selecting the fastest delivery option and checking carrier-specific service commitments.

11.6 Circumstances Beyond Our Control

  • 11.6.1 We are not liable for delays or failures caused by circumstances outside our reasonable control, including:

    • 11.6.1.1 Carrier delays or service disruptions.

    • 11.6.1.2 Severe weather events.

    • 11.6.1.3 Industrial disputes or strikes.

    • 11.6.1.4 Government restrictions, inspections, or interventions.

    • 11.6.1.5 Public health emergencies.

11.7 Customer Responsibilities and Risk Acknowledgement

  • 11.7.1 By placing an order, you confirm that:

    • 11.7.1.1 Delivery information provided is complete and accurate.

    • 11.7.1.2 You understand and accept the special handling requirements for Cold Chain Items.

    • 11.7.1.3 Adequate arrangements are in place for someone to receive delivery in person.

    • 11.7.1.4 You accept full responsibility for the order once delivery is made.

  • 11.7.2 Our total liability for any order is limited to the amount paid for that order.

12. Intellectual Property Rights

12.1 All content on this website, including text, graphics, images, and design, is owned by or licensed to Genmeds Online Pharmacy and is protected under copyright and intellectual property laws.

12.2 You may view, download, or print material from the website for your own personal and non-commercial use. You must not alter, reproduce, or use any part of the website content for commercial purposes without our prior written consent.

12.3 If you copy, reproduce, or use material from our website in breach of these Terms, your right to use the website will end immediately, and you must return or destroy any copies you have made.

13. Limitation of Liability

13.1 We take care to ensure that the information on our website is accurate, up to date, and reliable. However, the content is provided for general information only and should not replace advice from your GP or another qualified healthcare professional.

13.2 To the fullest extent permitted by law, we are not liable for any loss or damage, whether direct, indirect, incidental, or consequential, that may arise from:

  • 13.2.1 Use of, or inability to use, our website.

  • 13.2.2 Reliance on information provided through our website or services.

  • 13.2.3 Delays or interruptions to website access.

  • 13.2.4 Loss of data or software resulting from the download of material from our website.

  • 13.2.5 Misuse of any products or services supplied through our website, including failure to follow medical advice provided.

  • 13.2.6 Loss of profits, sales, business or revenue.

13.3 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation, or any other liability which cannot be limited or excluded under UK law.

14. Electronic Communications

14.1 In accordance with applicable laws, certain information or communications from us may be required to be provided in writing. By using our website, you agree that most communications from us will be electronic. This includes emails, messages through our website, or notices posted on the website itself.

14.2 For the purposes of forming contracts and fulfilling legal requirements, you accept that electronic communications from Genmeds Online Pharmacy are sufficient, and that any contracts, notices, or other information we provide electronically meet the legal requirement for written communication. This does not affect your statutory rights.

15. Entire Agreement

15.1 These Terms, together with any documents expressly referenced within them, represent the full agreement between you and Genmeds Online Pharmacy. They replace and override any prior discussions, correspondence, negotiations, or understandings relating to the use of our website and the services provided through it.

16. Changes to These Terms

16.1 We may update or amend these Terms from time to time by publishing a revised version on this page. Please check this page regularly, as any changes are legally binding once published. In some cases, specific notices or additional terms posted elsewhere on our website may override or replace parts of these Terms.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions, and any dispute or claim arising from them or related to the use of our website or services, shall be governed by and interpreted in accordance with the laws of England and Wales.

17.2 Any disputes arising under these Terms will fall within the exclusive jurisdiction of the courts of England and Wales.