Last updated: 21 April 2026
These Terms & Conditions of Sale ("Terms") govern the sale and supply of products and services from Profarma Direct Ltd, trading as profarmadirect.com (the "Company", "we", "our" or "us"), to you ("you", "the Customer"). They apply to every order placed through our website www.profarmadirect.com (the "Site").
Please read these Terms carefully before placing an order. By ticking the confirmation box at checkout, you confirm that you have read, understood and accepted these Terms. If you do not accept these Terms, you will not be able to place an order.
The use of the Site itself is additionally governed by our separate Terms of Use and our Privacy Policy.
1. Information about us
1.1 We are Profarma Direct Ltd, a limited company registered in England and Wales. Our registered office and trading address is:
Marsh House Lane, Darwen, Lancashire, BB3 3JB, United Kingdom
1.2 Our VAT number is GB 160258819.
1.3 We are registered with the General Pharmaceutical Council ("GPhC") to operate a registered pharmacy under registration number 9011469. Our GPhC register entry can be viewed at https://www.pharmacyregulation.org/registers/pharmacy/9011469.
1.4 Our Superintendent Pharmacist is Zakaria Jalgaonkar (GPhC Number: 2077639).
2. How to contact us
2.1 You can contact us by:
- Email: info@profarmadirect.com
- Telephone: +44 7425 899611 (Monday to Sunday, 12:00 to 17:00 UK time)
- Post: Profarma Direct Ltd, Marsh House Lane, Darwen, Lancashire, BB3 3JB, United Kingdom
2.2 When contacting us, please include your account details and, where applicable, your order number, so that we can identify you and respond promptly.
3. Registered account required to place orders
3.1 As of our latest update, orders can only be placed by registered customers. You must create a personal account on the Site and be logged in before you can place an order. Guest checkout is not available.
3.2 By registering an account you confirm that:
- you are 18 years of age or over;
- the information you provide is complete, accurate and up to date;
- you will keep your account details (including password) confidential; and
- you are registering in your own name and not on behalf of any other person.
3.3 You are responsible for all activity that takes place under your account. If you believe your account has been accessed without your permission, you must notify us immediately at info@profarmadirect.com.
3.4 Full details of how accounts operate, including our right to suspend or close accounts, are set out in our Terms of Use.
4. The products and services we provide
4.1 Through the Site we provide:
- Pharmacy and healthcare products – over-the-counter medicines, health and wellbeing products, and related pharmaceutical goods supplied from our registered pharmacy premises.
- The Medicines Service – an online clinical assessment through which our registered independent prescribers may issue private prescriptions ("Prescriptions"), and our pharmacists dispense the prescribed medication ("Prescribed Medicines") in accordance with those Prescriptions.
4.2 A full description of each product, including its active ingredients (where applicable), strength, pack size, indications, contraindications and price, is displayed on the relevant product page. You should read this information carefully before ordering.
4.3 Product images are for illustrative purposes only. Actual packaging or appearance may differ slightly from the images shown on the Site.
4.4 All products are subject to availability. If an item you have ordered becomes unavailable, we will notify you as soon as reasonably possible and refund any payment already made for that item.
4.5 Prescribed Medicines will only be supplied following a satisfactory clinical assessment. Our prescribers may decline to issue a Prescription where they consider, in their professional judgement, that it is not in your best interests to receive the medication without a face-to-face consultation. In such cases no charge will be made for the Prescribed Medicine.
5. Placing an order
5.1 To place an order you must:
- be logged into your registered account;
- select the products you wish to purchase and add them to your basket;
- provide accurate delivery and billing information;
- review the order summary, including the total price and delivery charges;
- tick the confirmation box indicating that you have read and accept these Terms & Conditions of Sale, the Terms of Use and the Privacy Policy. This box must be ticked before you are permitted to proceed to payment; and
- enter your payment details and submit the order.
5.2 Your order is an offer to purchase the products from us. A legally binding contract between you and us is formed only when we send you an order confirmation email. If we are unable to accept your order, we will inform you and will not charge you.
5.3 Once an order has been placed and accepted, you cannot change the shipping or billing address.
6. Prices
6.1 Prices for all products and services are as displayed on the Site at the time you place your order.
6.2 All prices shown on the Site include VAT (where applicable) at the rate in force in the United Kingdom at the time the order is placed. No further taxes are added at checkout for UK customers.
6.3 Delivery charges are additional and are shown clearly before you submit your order. The total amount payable – including product price, VAT and delivery – is displayed on the order summary screen before you confirm payment.
6.4 Despite our best efforts, a small number of products on the Site may occasionally be mispriced. If we discover a pricing error after you have placed an order:
- where the correct price is lower than stated, we will charge the lower amount;
- where the correct price is higher than stated, we will contact you to confirm whether you wish to proceed at the correct price or cancel the order. We will not dispatch the order until we have received your instructions. If the pricing error was obvious and could reasonably have been recognised as a mispricing, we are not obliged to supply the product at the incorrect lower price.
7. Payment
7.1 Payment for all orders must be made in full at the time of placing the order. We do not dispatch orders until payment has been received and cleared.
7.2 We accept payment by major debit and credit cards (Visa, Mastercard) through our secure payment gateway. The card schemes we accept are displayed at checkout.
7.3 You confirm that any payment card used is your own, or that you are authorised to use it, and authorise us (or our payment service provider) to charge the full amount of the order to that card.
7.4 To protect against fraudulent use of payment cards, we may validate the name, address and other personal information you provide against third-party databases. By placing an order, you consent to these checks. They do not affect your credit rating.
7.5 We reserve the right to decline any order where payment is refused, where the card details provided are invalid or expired, or where our fraud-prevention checks indicate a risk.
8. Delivery
8.1 Delivery area. We deliver within the United Kingdom. We do not currently dispatch orders to addresses outside the United Kingdom.
8.2 Delivery method. All orders are dispatched using a tracked courier service. Once your order has been dispatched, you will receive an email containing a tracking number and a link to the courier's tracking service.
8.3 Delivery times. Estimated delivery times are shown at checkout and in your order confirmation. Standard UK delivery is typically within 2–5 working days from dispatch. Dispatch usually takes place within 1–2 working days of the order being placed, subject to clinical review (for Prescribed Medicines) and stock availability.
8.4 Delivery costs. Delivery charges depend on the size, weight and destination of the order and are shown clearly before you submit payment. They form part of the total order price.
8.5 Discreet packaging. All orders are dispatched in plain, unmarked packaging. The outer packaging does not identify the contents or indicate that the parcel has been sent by a pharmacy.
8.6 Risk and title. Risk in the products passes to you on delivery. Title in the products passes to you once we have received payment in full.
8.7 Failed or delayed deliveries. Where a parcel cannot be delivered because you are not present to receive it, you fail to collect it from an agreed collection point, or the address provided is incorrect or incomplete, we are not liable for any resulting delay and you may be required to pay an additional delivery charge for re-dispatch.
9. Refunds, returns and cancellation
9.1 Your right to cancel (cooling-off period). Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you generally have the right to cancel most online purchases within 14 days of receipt without giving a reason.
9.2 Important exception for medicines and sealed healthcare products. The 14-day cooling-off right does not apply to:
- Prescribed Medicines and any other medicinal products;
- products that are sealed for health-protection or hygiene reasons and have been unsealed after delivery;
- products that are made to your specifications or clearly personalised; and
- products which, by their nature, become mixed inseparably with other items after delivery.
This means that, once dispensed, Prescribed Medicines and similar items cannot be returned for a change of mind. This is for patient safety reasons and is required by UK medicines legislation.
9.3 Faulty, damaged or incorrect items. Under the Consumer Rights Act 2015, you are entitled to a refund, repair or replacement if the goods supplied are faulty, damaged on arrival, or not as described. If you believe this to be the case, please contact us within 8 days of receipt at info@profarmadirect.com with:
- your order number;
- a description of the fault or damage; and
- where possible, photographs of the product and packaging.
The 8-day notification window does not affect your statutory rights to reject faulty goods within 30 days of delivery under the Consumer Rights Act 2015.
9.4 Adverse events. If you experience any adverse reaction or side effect from a product, please contact us within 48 hours so that we can advise you and, where necessary, notify the relevant regulatory authorities.
9.5 How refunds are issued. Where a refund is due, it will be processed:
- using the same payment method and to the same card that was used for the original purchase;
- once we have received the returned item (where return is required) or confirmed the fault;
- typically within 5 to 7 working days of approval, although the time for the funds to appear on your statement depends on your card issuer.
9.6 Return postage. Where you return a full order because of a fault or our error, we will refund standard return postage on production of a receipt. Return postage for part-orders or for change-of-mind returns (where such returns are permitted) is not refunded.
9.7 Cancellation by us. We may cancel an order and issue a full refund where:
- the product is out of stock or unavailable;
- a prescriber determines that a Prescribed Medicine should not be issued;
- we are unable to verify your identity or the validity of your payment;
- we reasonably suspect fraud or misuse of the Site; or
- an Event Outside Our Control (see clause 12) prevents us from fulfilling the order.
9.8 No refund circumstances. You will not be entitled to a refund where the non-supply or delay results from:
- incorrect or incomplete information you have provided;
- your absence or failure to collect a parcel after one or more delivery attempts;
- a clinical decision by one of our prescribers that has been properly made; or
- any other circumstance that is not attributable to our fault.
10. Your obligations
10.1 By placing an order you agree that:
- all information you provide (including medical information provided during an online clinical assessment) is truthful, complete and accurate;
- you will notify us promptly of any changes to that information;
- you will follow the dosage and usage instructions provided with any Prescribed Medicine;
- you will report any side effects or concerns about a Prescribed Medicine to us as soon as possible;
- you will not share Prescribed Medicines with any other person;
- you will not use any product beyond its expiry date; and
- you will keep your regular doctor informed of any Prescribed Medicines supplied to you, or accept our offer to do so on your behalf.
10.2 Warning: Providing false, inaccurate or misleading information could result in a Prescription being issued that is inappropriate for your condition and could have severe or life-threatening consequences. Doing so is a serious breach of these Terms.
11. Our liability
11.1 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 that cannot lawfully be excluded or limited.
11.2 Subject to clause 11.1, our total liability to you in connection with any order is limited to the amount you paid for the product or service giving rise to the claim.
11.3 We will not be liable for:
- loss of income, profit or business;
- loss of goodwill or reputation;
- any indirect or consequential loss;
- loss or damage arising from information you provided that was inaccurate or incomplete;
- loss or damage arising from your failure to follow dosage instructions or professional advice; or
- loss or damage arising from your failure to consult your regular doctor about medicines ordered through the Site.
11.4 The Site is not suitable for the diagnosis or treatment of medical emergencies or acute conditions. If you believe you are experiencing a medical emergency you must contact the emergency services (999 in the UK) or NHS 111.
11.5 Products are supplied for your personal use only. You agree not to resell or supply them to any third party.
11.6 Nothing in this clause affects your statutory consumer rights.
12. Events Outside Our Control
12.1 We will not be liable for any failure or delay in performing our obligations where that failure or delay is caused by an event beyond our reasonable control, including (without limitation) strikes, industrial action, civil unrest, war or terrorism, fire, flood, storm, epidemic, pandemic, failure of public or private telecommunications networks, or the failure of suppliers or couriers (each an "Event Outside Our Control").
12.2 Where an Event Outside Our Control occurs:
- we will notify you as soon as reasonably possible;
- our obligations will be suspended for the duration of the event; and
- if the event continues for more than 28 days, either you or we may cancel the order, in which case any advance payment for undelivered products will be refunded in full.
13. Complaints and disputes
13.1 If you are unhappy with any product or service, please contact us first at info@profarmadirect.com so that we can try to resolve the matter. Full details of how we handle complaints are in our Complaints Policy.
13.2 Any dispute or claim arising under these Terms should be notified to us in writing as soon as reasonably possible, and in any event within a reasonable time of the issue arising, so that we have the opportunity to investigate.
13.3 If we are unable to resolve a dispute between us within 60 days of the initial written notice, either party may refer the matter to mediation under the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure before commencing court proceedings.
13.4 As a UK consumer, you may also be entitled to use the Online Dispute Resolution platform operated by the European Commission (where applicable) or to seek advice from your local Citizens Advice Bureau or Trading Standards Office. You can also check our pharmacy registration and raise concerns with the General Pharmaceutical Council at www.pharmacyregulation.org.
14. Changes to these Terms
14.1 We may update these Terms from time to time to reflect changes in law, regulation, our products, or our business practices. The version of the Terms that applies to your order is the version that was in force at the time you placed the order.
14.2 The current version of these Terms is always available on the Site. You should review them before each order.
15. General
15.1 If any provision of these Terms is held to be unlawful or unenforceable, the remaining provisions will continue in full force.
15.2 A failure or delay by us to enforce any provision of these Terms is not a waiver of our right to do so later.
15.3 No third party has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.
16. Governing law and jurisdiction
16.1 These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) are governed by the laws of England and Wales.
16.2 You and we both agree that the courts of England and Wales have exclusive jurisdiction to settle any such dispute or claim, except that if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of your home jurisdiction.
17. Your consumer rights
17.1 Consumers have legal rights under UK law, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in these Terms affects those statutory rights. For advice about your rights, contact your local Citizens Advice Bureau or Trading Standards Office.