Shopping Policy

We do everything we can to make shopping on this site easy and worry-free. Please read the details of our shopping policy for the full picture of the care we are taking with your shopping experience.

When you order online you will be sent an automated e-mail immediately to confirm that your order has been received at the web site. We will regularly process orders from the web site, and check them to see that we accept the orders. It is only at this point that your order is accepted by us. If for any reason we do not accept your order we will e-mail you. Please give your correct e-mail address, and do not block our replies with a spam filter, as otherwise you will not receive our e-mails about your order.

The status of your order can be checked at any time by logging into your account, so that you can check on this even if we can not get e-mails through to you.

We try to keep all prices up to date, but if we have made a mistake and find the price of the goods are significantly different than the price on the shopping cart, then we will e-mail you and ask if you wish to continue with the order at the new price. Your order is only accepted once we agree that the prices are correct. 

Goods are sent to you as soon as possible. We aim to post all orders within two days of ordering. Small orders of popular lines which we can supply from stock will be posted quicker than this. Larger orders, or orders for less popular lines, will be ordered from our wholesaler on a daily basis, and posted as soon as they arrive. We do not download or process orders on Saturdays or Sundays. If an item is out of stock we will e-mail you with the details of the delay. If we can only supply part of your order we will send the part we can supply quickly, and back order the remainder and send it as soon as it is available. There is no price difference for splitting the order in this way.

Postage is calculated individually for each order based on the total weight of the goods and the country we are posting to. VAT at 15% is charged on postage. We aim to keep postage charges to a minimum. UK postage is GBP £2.95 for orders up to 1kg in weight. Postage above this is charged by weight. We would normally split large orders into 2kg parcels. Postage to Europe starts at GBP £3.45, and £3.95 for the rest of the world, and is calculated by weight.

Value Added Tax (VAT) at 15% is charged on the value of all goods we supply, and is also charged on postage costs according to the tax laws operating in the United Kingdom, where the sale actually takes place. Books are supplied without charging VAT, as is usual in the UK. Certain items can be supplied without us charging VAT if you post us a VAT Exemption Form, such as blood glucose testing items for diabetics. The goods that can be supplied in this way have a link to this form. All items sent abroad are charged VAT at the normal UK rate as the sale is deemed to have taken place in the UK.

If any provision of these Conditions is held by any court or competent authority to be invalid, unlawful or unenforceable in any jurisdiction in whole or in part, it will not affect the validity or enforceability of the other provisions of these Conditions and the remainder of the provision in question shall not be affected nor will it affect the validity, lawfulness or enforceability of that provision in any other jurisdiction.

Missing Goods

Please let us know if your goods have not been received with a reasonable time. At this stage we will ask you to confirm that the address you gave us for delivery is correct, and to check with your local Post Office to see if they have tried to deliver it, but not left a note. This does happen. Also to check if the goods have been left somewhere unusual for you. We know of instances where goods have been left in refuse containers if you are not at home for a delivery. Please have a good look round in the unexpected places. You may be surprised at what you find.

The Post Office recognises that goods are missing if not delivered in 3 weeks in the UK or 4 weeks worldwide. At this point we can take action to issue a refund or ship the order again.

Returning Goods

Returning goods can be done within 30 days for a full refund if you find that the goods are not what you wanted. We regret that we do not refund the cost of return postage unless we have made a mistake with the order. We can only accept back items that have not been opened or used, and that are returned with the original packaging in reasonable condition, otherwise a refund can not be given.

Worldwide Shipping

We ship worldwide, but certain limitations apply. We will notify you about any problems that we find.

Your order will be sent by Airmail, and packages will reach any country within 7 days of posting. Any further delay will be due to customs clearance, and postage within your country, over which we have no control. We do not provide tracking of orders.

Each country has its own Customs Policies. We try to keep up to date with these, but can not know every policy in every country. We recommend that you check with the Customs Authority in your own country to see that the goods you order will not be blocked by Customs. We describe the goods we are sending you on the Customs Declaration, which we stick on to the package for Customs to see. Where we know of Customs restrictions, we will notify you. Some countries charge an Import Duty on goods going through customs. It is up to you to find out about these policies for your country, and to pay any extra duties imposed. If your order is impounded by customs we are unable to offer a refund and the cost of the order will be borne by you in full. US customs and FDA regulations do not allow us to send medicines containing codeine and some other items to the US.

We do not ship to certain countries due to security or customs problems, and we have removed these countries from the list of countries in our Shopping Cart, so that if the country is not in this list we will not be able to send orders there.

Prices can be displayed in Euros, US Dollars or UK Pounds, by clicking on the flag in the top right of the page. However, the transaction will be performed in UK Pounds in the final page of the shopping cart. Please note that all currency conversions are approximate.

Value Added Tax (VAT) at 15% is charged on the value of all goods we supply abroad. Due to the onerous extra administration that would be involved in supplying orders outside the EU on a VAT exempt basis we currently charge VAT on all orders sent abroad to all parts of the world.

Practitioner Accounts

NHS Accounts

We are happy to supply NHS Orders and would ask you to Contact Us with your requirements to agree a price. We would ask you to send us a cheque for the value of the order, which we will post to you once the cheque has cleared (1 working week), or pay the money directly into our bank account.