L Rowland & Co (Retail) Limited t/a Rowlands Pharmacy Online Terms and Conditions.
By accessing or using the Hey Pharmacist service (whether via an app, website or any other means), you are agreeing to be bound by and to comply with these terms and conditions.
We may update these terms and conditions from time to time for technical, legislative or regulatory reasons or if we notice any errors. If we make any changes that would have a significant detrimental effect on your ability to use Hey Pharmacist or on your rights under these terms then we will send you an email to let you know.
Information about us
We are L Rowland & Co (Retail) Ltd, a company registered in England and Wales with company number 02288928, trading as Rowlands Pharmacy Online, part of the PHOENIX Group UK, registered at Rivington Road, Whitehouse Industrial Estate, Preston Brook, Runcorn, Cheshire, WA7 3DJ.
Hey Pharmacist is our digital service which allows you to request current repeat prescription items and have the items dispensed at a pharmacy of your choice, including at our distance selling pharmacy t/a Rowlands Pharmacy Online based at Rivington Road, Whitehouse Industrial Estate, Preston Brook, Runcorn, Cheshire, WA7 3DJ
Our pharmacy is registered with the General Pharmaceutical Council, our registration number is 9011089. The Superintendent Pharmacist is Stephen Graham Thomas , registration number 2043726
Using our ordering service
Who may use our ordering service
To use our ordering service, you must be registered with an NHS GP practice in England.
The Hey Pharmacist service can be used for ordering medication from your local pharmacy or from the Rowlands Pharmacy Online Distance Selling Pharmacy (DSP). Please note, urgent items ordered via the DSP will not be delivered for a couple of days and you should consider this when making your order if your items are urgent. Read NHS guidance on how to get medication urgently.
Nominating a pharmacy to receive your prescription
Our service principally uses the NHS Electronic Prescription Service (EPS). EPS makes it possible for your prescriptions to be sent electronically to the pharmacy or dispenser of your choice.
On placing an order via the Hey Pharmacist app or website you are agreeing to nominate your chosen pharmacy to receive your prescriptions electronically. You can read more about EPS and the process of nomination on the NHS website.
By placing an order, you acknowledge that you have read this information and understand the process of EPS nomination.
Reliance on your GP
Your GP may choose to reject your order for prescription items, or to only issue part of your order. We will notify you if this happens and it will be your responsibility to contact your GP to discuss this.
If your GP practice is not listed on our website or app, you will not be able to place orders using our website or app, you can still use our dispensing services, please contact us at email@example.com for more information.
We are not in control of the time it takes your GP to issue your prescription or of whether your GP chooses to approve, reject or partially issue your order. If you notice that your prescription seems to be taking longer than usual, or, if you have queries about approval or rejection of particular items on your order, you should contact your GP surgery directly.
Payment of prescription charges and exemptions
For NHS prescriptions you are required to pay the relevant NHS prescription levy or confirm if you have an exemption.
If you are exempt from prescription charges you will be asked to confirm your eligibility for free prescriptions.
If you pay for your prescriptions
You must provide details of a valid credit or debit card to pay for your prescriptions.
In providing payment card details, you confirm that you are authorised to use the card and authorise us to verify your card at the point of ordering with a £1.00 charge, which will return to you automatically within 7 days. Full payment for your order is taken at the point the prescription is dispatched for delivery.
In the event that a refund is required, refunds will only be made using the payment gateway or card originally used for payment.
In the event that your prescription includes items that are additional to those ordered, additional charges may be payable. In these circumstances we will contact you to take payment.
If you do not pay for your prescriptions
Where eligibility for free prescriptions is being claimed, you will be asked to provide evidence of your entitlement to free prescriptions.
Where evidence is requested but not provided we are obliged to notify the NHS who may conduct further checks as part of arrangements for preventing or detecting fraud or error. It is your responsibility to give accurate information and to not make a false declaration.
Using our dispensing service
You may select the Rowlands Pharmacy Online Distance Selling Pharmacy (DSP) as your pharmacy of choice to receive your prescription items.
By selecting Rowlands Pharmacy Online DSP as your pharmacy of choice, you are agreeing to your prescription being dispensed by us (as detailed above) and delivered either via Royal Mail or our specialist courier partner.
In selecting Rowlands Pharmacy Online DSP as your pharmacy you are also providing consent for us to share your personal information relating to your prescription with your GP, NHS England, the NHS Business Services Authority and Secretary of State for Health. This is in addition to the consent you are providing in relation to EPS, as explained above.
Processing your order at Rowlands Pharmacy DSP
When you submit an order via the app or website, we’ll send you an email to acknowledge that we’ve received your order request. Please note that such email does not mean that we have agreed to accept or dispense your prescription items.
When we receive your prescription, we will verify it against the information provided to us at the time the order was placed. In the event that the information does not match with your original order, we may try to contact you using the information provided when you registered for your account. If we cannot contact you and are therefore unable to dispense the items on your order we reserve the right to return your prescription.
From time to time, prescription items may be affected by shortages in the market meaning that we are unable to supply a particular item. We will advise you of when the items will be available or, if you wish, we will return the prescription to the EPS system so that you can try alternative pharmacies to see if they have the product
In the event that this happens, we will try to contact you using the information in your registration. If we are unable to make contact with you, the prescription item will be cancelled and it will be your responsibility to make alternative prescription arrangements.
A contract will only be deemed to be made between us at the point we dispense the items on your order. We’ll send you an email to let you know when we’ve dispensed your prescription. Until that point, we are under no obligation to supply you with any items on your order and we can accept or reject an order for any reason.
Certain appliances including dressings, incontinence and stoma appliances available through Rowlands Pharmacy Online may be supplied by NuCare. The items will always be dispensed and dispatched by Rowlands Pharmacy Online. For more information please email firstname.lastname@example.org.
Local pharmacy collection
When you submit an order via the app or website and choose the collection option, we’ll email you to acknowledge that your order request has been received and notify you when your prescription has been sent to your pharmacy of choice.
When choosing to collect locally, Hey Pharmacist acts as a platform that connects your order with your pharmacy of choice. We cannot verify the accuracy of the information sent to the pharmacy, for example, any medication names or dosage you may use for repeat prescriptions. Any queries relating to collection orders should be directed to your chosen pharmacy.
Ordering for someone else
A primary account holder can manage prescription requests on behalf of another person, if they are acting as a carer or they have been given express consent to do so by that individual. In addition, if the primary account holder seeks to manage the prescription of someone under the age of 16 years old, this will require authorisation by the child’s GP and the primary account holder will be required to collect the child’s prescription from a pharmacy.
Access to your NHS Summary Care Record
In order to dispense your prescription, it may be necessary for the Pharmacist or Pharmacy Technician in charge of your order to access additional clinical information about you using your NHS Summary Care Record (SCR). Read more about SCR on the NHS website.
By selecting Rowlands Pharmacy Online DSP as your pharmacy, you agree to us accessing your SCR where necessary for up to 12 months from the date on which the order is placed. There are strict guidelines in place covering access to SCR and all access is logged and periodically audited.
If you prefer to opt out of SCR, you can do so by contacting your GP.
Cancellation of order
You can cancel your order at any time before we dispense your prescription by contacting us at email@example.com (where applicable) you will receive a full refund using the method of payment that you used to pay for the products.
We will deliver prescriptions to addresses located in the UK.
There is no charge for delivery of NHS prescriptions.
All items are posted to the address provided by you in your registration, or an alternative delivery address when the order is placed. Items will be dispatched as follows, depending on their type:
Standard item delivery
Standard prescription items (excluding fridge lines and controlled drugs) are dispatched via Royal Mail Tracked 48.
Dispatch may be either as a letterbox sized shipment or as a parcel shipment, dependent on the overall size. Once items are dispatched, you will receive a notification from us. You will also be able to track the progress of your delivery using the Royal Mail tracking service. Wherever possible we will try and post your delivery through your letterbox, if this is not possible, we may leave it with a neighbour or in your safe place (if requested).
Failed standard deliveries – A card will be left indicating that the delivery could not be made. It will outline any local collection or redelivery options available to you. If you do not collect your item within the timeframe specified, it will be returned to us. In this situation we are unable to provide a refund. If this happens, please contact us for advice.
Fridge item delivery
Fridge lines are dispatched via Royal Mail Tracked 24.
Fridge lines are specially packaged using MHRA validated methods to ensure the temperature is maintained in the optimal range of between 2 and 8 degrees. The packaging products we use include natural wool along with ice packs which are fully re-useable and recyclable. Wherever possible we will try and post your delivery through your letterbox. If this is not possible, we may leave with a neighbour or in your safe place (if requested).
Failed fridge line deliveries – A card will be left indicating that the delivery could not be made. It will outline any local collection or redelivery options available to you. If you do not collect your item within the timeframe specified, it will be returned to us. In this situation we are unable to provide a refund. If this happens, please contact us for advice.
Fridge lines are only assured for 48 hours from dispatch due to the requirement to maintain the temperature between 2 and 8 degrees. After 48 hours, the prescription item will no longer be suitable for use. If this happens, please contact us for advice.
Controlled drugs delivery
We will need to make special arrangements with you to deliver controlled drugs as you must be available to sign for the delivery.
Certain Controlled drugs (schedule 2) are dispatched using a 24-hour tracked service. By using our service, you authorise any person at your chosen delivery address to sign for the items as your authorised representative.
Failed controlled drug deliveries – A card will be left indicating that the delivery could not be made. It will outline any local collection or redelivery options available to you. If you do not collect your item within the timeframe specified, it will be returned to us. In this situation we are unable to provide a refund. If this happens, please contact us for advice.
Please contact us at firstname.lastname@example.org, if want to discuss delivery timings on specific controlled medication.
Your responsibility to check items
You must check prescriptions items carefully and promptly once received. In the event that you believe an item has been tampered with, or dispensed in error, do not take or use the medication and contact us immediately at email@example.com advice.
Returning items that are incorrect or faulty
You may have the right to return, for a refund, items that are not as described, not fit for purpose or not of satisfactory quality when they arrive with you. For detailed information please visit the Citizens Advice website or call 03454 04 05 06. Nothing in these terms will affect your legal rights.
If you believe any of the items you have ordered are not as described, not fit for purpose or not of satisfactory quality when they arrive with you, please contact us at firstname.lastname@example.org.
Returning unwanted medication
You can return prescription items that are no longer required to any community pharmacy. If you wish to return prescription items to our pharmacy, please repackage the items securely and contact us for details of how to return.
Other important terms
We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
Any contracts entered into under these terms are between you and us. No other person shall have any rights to enforce any of these terms.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
Please read the following terms and conditions carefully. These terms and conditions govern the Promotion.
- Anyone in England aged 18 and over can participate in the Hey Pharmacist refer-a-friend incentive scheme.
- To become a referrer you must have been invited to take part in the trial and already be using an active account to order with Hey Pharmacist.
- To receive the voucher, the friend or family member you have refereed must have fully registered with Hey Pharmacist. You can find details on how they register here. Successful registration will be confirmed via an email from email@example.com.
- Once this email has been received you must register the details of the friend or family member via the online webform www.heypharmacist.co.uk/refer-my-friend, providing the following information:
- Your name
- Your email
- Name of friend or family member being referred
- Email of friend or family member being referred
- Once the referred friend passes the validation process after successfully registering, an email will be sent to the referrer confirming details of how to activate the voucher.
- For every friend you refer (who successfully registers and passes the validation process), you will receive a £5 Love to Shop voucher within 30 days of your friend registering for the Hey Pharmacist service.
- Third party terms and conditions may apply to the £5 Love to Shop voucher, for more information on this, please visit https://www.highstreetvouchers.com/COMMON/corporate/terms/Website-TCs-Park-Retail-Ltd-UK.pdf
- In the event of fraud, abuse, and/or an error affecting the proper operation of the promotion, Hey Pharmacist reserves the right to end or suspend the incentive; and/or amend these terms and conditions.
- Users’ personal data will be collected, stored and processed for the purposes of administering and assessing the incentive. Hey Pharmacist will comply with all requirements of the Data Protection Act 2018. For more information on how Hey Pharmacist processes personal data, please see heypharmacist.co.uk/privacy-policy
- A ‘qualifying registration’ is the registering of Hey Pharmacist using NHS login, either from our website heypharmacist.co.uk or via the Hey Pharmacist App which can be downloaded on either the App Store or Google Play.
- The registering individual must have a repeat prescription and be registered with a GP in England. Placing an order for a prescription is not a pre-requisite to qualify for a voucher.
- There is a limit of 10 vouchers equating to a total £50 per referrer.
- The validation process requires the referred friend to have successfully registered using the Hey Pharmacist service and all details on the online submission form to match the detail within the Hey Pharmacist database.
We aim to provide a high standard of service and care. If you wish to comment on our service or products supplied, we recommend you contact the Pharmacy Team in the first instance on firstname.lastname@example.org
However if you feel the matter has not been resolved please contact the Complaints Manager at:
Whitehouse Industrial Estate
Runcorn, WA7 3DJ
T: 01928 750 548
The matter will be handled in line with the NHS Complaints Procedure.
If you do not wish to raise the matter directly with us, you may contact the NHS on the details below;
By post to:
PO Box 16738
By email to: email@example.com
If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.
By telephone: 0300 311 22 33
These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.