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Consumer Rights

If the Doctor prescribes a medication which you would like us to supply, under the UK Consumer Protection (Distance Selling) Regulation 2000, we are obliged to state the following:

1. Supplier/Agent

The supplier/agent is Online Clinic (UK) Limited (trading as The Online Clinic) of 7 Tufton Street, London SW1P 3QB. The Company registration number is 5122959.

All prescribed medications will be supplied and filled by a UK pharmacist, pursuant to a prescription by a GMC or EU registered medical practitioner. Full details of the doctor and the pharmacy used for your treatment are available upon written request.

Address for all correspondence:

Online Clinic (UK) Limited
2 Wingate Business Exchange
64-66 Wingate Square
London SW4 0AF

2. Description of Medication

The description of medication is subject to prescription. A stock list is available after an online consultation form is completed and the doctor has made a diagnosis.

3. Price

The price for treatment is subject to prescription. A price list is available after an online consultation form is completed and the Doctor has made a diagnosis.

4. Delivery Cost

All items are sent by Royal Mail Special Delivery or DPD Next Day and the cost of this is displayed during the order process. Any delivery fees are dependent on the service selected.

5. Payment

At present we accept Visa Debit, Visa Credit, MasterCard Debit, Mastercard Credit and American Express.

We also accept direct bank transfers.

6. Right to Cancel and Refunds

Medicines are exempt from the Consumer Protection (Distance Selling) Regulation 2000. Therefore, Online Clinic (UK) Limited does not accept returns as there is no way of ensuring the integrity of the medication. However, we will offer a full refund or exchange of goods in the following circumstances:

  • Although Online Clinic (UK) Limited makes every effort to ensure that your order reaches you in good condition, if you are dissatisfied with the condition of your package when it arrives then you should notify us within two working days of receipt, explaining the nature of the problem. Your complaint may be by way of letter, e-mail or telephone. Online Clinic (UK) Limited will offer to replace the damaged item or issue a full refund immediately on receipt of the returned goods.
  • Every care is taken to ensure that we dispatch the correct medication. If the medication that you receive is not what you ordered then we will offer to exchange your item or offer a full refund. You must inform us of your concern within two working days.
  • If your item does not arrive and it cannot be traced by Royal Mail then we will dispatch a replacement item immediately by Royal Mail Special Delivery at no extra charge.

If after placing your order you change your mind, then you can cancel the order for a full refund so long as the prescription has not been issued. Once the prescription has been issued, there is a £10.00 administration fee that is applied to a cancellation or other change (such as changing the prescription for another item) prior to an item being dispatched or collected. Once the item has been dispatched or collected, it is deemed to have left the pharmaceutical supply network and it cannot be used for another patient so therefore cannot be cancelled for a refund.

If your order is for an item where a prescription is not required, then it can be cancelled for a full refund any time prior to dispatch. Following dispatch, there is a £5.00 administration fee to process a cancellation and refund. Any shipping fee is non-refundable.

The Day 2 Covid Test cannot be cancelled for a refund after the booking reference is issued. This is required to prevent the fraudulent use of booking reference numbers on passenger locator forms.

If you have paid for a telephone consultation and the consultation does not take place because a doctor fails to call you, the fee for the consultation will be refunded in full. If the doctor attempts to call you and there is no answer, we will attempt to call back at another time. If you decide to cancel after the doctor has attempted to call you, there is a £15 admin fee, which will be deducted from the refund.

7. Complaints

If you are not entirely happy with the service that you have received, you may make a formal complaint in writing to the address set out above.

We will acknowledge receipt of your letter within 2 working days. We will investigate the complaint and will write to you with the outcome within 20 working days. If the investigation is still in progress at that time a letter explaining the reason for the delay will be sent and a full response will be sent within 5 working days of a conclusion being reached.

If the complaint is of a medical nature, individuals can contact:

General Medical Council (GMC):
Regent's Place
350 Euston Road
Tel: 0845 357 8001
Fax: 0845 357 9001
Email: gmc@gmc-uk.org
Website: Feedback and complaints - GMC

They may also contact Care Quality Commission to let them know if they are unhappy with services they have received:
Care Quality Commission
Finsbury Tower
103 - 105 Bunhill Row
Tel: 03000 61 61 61

The Care Quality Commission does not have powers to investigate complaints about a service but you are welcome to contact the Care Quality Commission with any feedback on the service that you have received. The Care Quality Commission advises that you use our complaints procedure in the first instance.

You may find this page on the Care Quality Commission website useful:

CQC, Complain about a service or provider

You statutory rights are not affected.

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