Terms & Conditions

1. Who we are

This service is operated by Twilight UK Limited (company number 05807556), trading as Twilight Pharmacy, registered office 309 Bolton Road, Memorial Health Centre, Birmingham, B10 0AU. We are a pharmacy registered with the General Pharmaceutical Council (GPhC premises registration 9011280). Our Superintendent Pharmacist is Usman Ali Khan (GPhC 2081401). Contact us at admin@twilightpharmacy.co.uk.

2. Who can use the service

You must be 18 or over, resident in the United Kingdom, and ordering for yourself. You must not use the service on behalf of another person. We may ask for proof of identity and age at any time.

3. Consultations and prescribing

• Prescription-only medicines are supplied only after an online consultation reviewed by a UK-registered independent prescriber. Completing a consultation is a request for treatment, not a guarantee that treatment will be prescribed.
• Prescribing decisions are made solely on clinical grounds and are final. If treatment is not appropriate we will tell you why where we can, and you will not be charged.
• Before any prescription is issued, our prescriber independently verifies your identity, height and weight. By using the service you consent to us accessing your GP record for this purpose, or to attending a branch or a video consultation where that is not possible.
• You must answer every consultation question truthfully and completely, and tell us about any change in your health or medication before each repeat supply. Inaccurate information can make treatment unsafe and is a breach of these terms.
• With your consent we will inform your GP of any medicine we prescribe. You may ask us not to, but our prescriber may decline to prescribe if that makes treatment unsafe.

4. Prices

Prices are shown in pounds sterling and include VAT where applicable. For prescription medicines, the price is itemised into two parts, shown separately before you pay and on your order record:

• Medication: the medicine together with dispensing, delivery and ancillaries. Where your medicine is supplied through LillyDirect, these are funded by Lilly and the medication price does not exceed Lilly's maximum resale price.
• Clinical service fee: your consultation, prescriber review, verification and ongoing clinical support.

Current prices are published on our pricing page. We may change prices at any time, but changes do not affect orders already placed.

5. Payment

For orders containing a prescription medicine, your card is authorised at checkout but not charged until a prescriber approves your consultation. If your consultation is not approved, or you cancel before approval, the authorisation is released and no payment is taken. Orders containing only non-prescription products are charged at checkout. Payments are processed by Viva.com; we do not store your card details.

6. Dispensing and delivery

• Prescription medicines may be dispensed and delivered by us, or on our behalf through LillyDirect by Lilly's partner pharmacy. You may opt out of LillyDirect at any time without affecting your access to treatment; we will then arrange dispensing another way.
• Medicines requiring refrigeration are sent in temperature-controlled packaging by tracked delivery. Someone must be available to receive them. You must refrigerate them on arrival as directed.
• Delivery estimates are not guaranteed. We are not responsible for delays caused by the carrier or by an incorrect address you provided.

7. Cancellations, returns and refunds

• You may cancel a prescription order at any time before it is approved, at no cost.
• Because medicines cannot be reused once they have left the pharmacy, prescription medicines cannot be returned or refunded once dispatched, except where they are faulty, damaged or supplied in error. This does not affect your statutory rights.
• Non-prescription products may be returned within 14 days of delivery if unopened and in their original packaging. See our refund policy.

8. Using your medicine safely

Read the patient information leaflet supplied with your medicine and use it only as directed by our prescriber. Never share your medicine with anyone else. Report any side effects to us and through the MHRA Yellow Card scheme. In an emergency call 999.

9. Your account

You are responsible for keeping your login details confidential and for all activity on your account. Tell us immediately if you think someone else has used it. We may suspend or close accounts used in breach of these terms.

10. Our liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited. Subject to that, we are not liable for losses that were not foreseeable when you placed your order, or for business losses. The service is provided for your personal use.

11. Complaints

If something has gone wrong, please tell us. Our complaints policy explains how to raise a complaint and how we handle it.

12. Privacy

How we use your personal and health information is explained in our privacy policy.

13. General

We may update these terms from time to time; the version in force when you place an order applies to that order. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, unless you live in Scotland or Northern Ireland, in which case you may bring proceedings there.