Terms & Conditions
MAMEDICA DISPENSARY TERMS & CONDITIONS
These terms may have changed since you last reviewed them
Please read these terms carefully before you use our services. These terms tell how we will provide services to you as a patient of our distanced selling pharmacy.
If you are having a medical emergency, you should contact 999 immediately.
Where to find information about us and our products
We are MAMEDICA Dispensary Limited (“MAMEDICA Dispensary”) trading as MAMEDICA Dispensary Limited.
Our address is:
Unit 3 West Point
11 Durham Road
Basildon
Essex
SS15 6PH
You can contact us by telephone on 0330 580 1171.
You can email us at info@mamedicadispensary.com
We are regulated by the General Pharmaceutical Council (GPhC), the independent regulator for pharmacists, pharmacy technicians and pharmacy premises in England, with registration number 9011846.
“You / Your” refers to the patient,
“We, us, our, the “dispensary”, “MAMEDICA Dispensary” refers to MAMEDICA Dispensary Limited.
Please note the following:
After being prescribed cannabis-based prescription medicines, it is imperative that you seek further medical guidance from your prescribing doctor or another healthcare professional if you have concerns regarding the medication received or if your condition changes.
In the event of adverse or unexpected reactions to any treatment, medication, or healthcare product recommended by your prescribing doctor, it is essential to seek immediate medical attention. We advise retaining any patient information accompanying prescribed medicines from your clinic to aid other healthcare providers in case of urgent medical requirements. If you experience any adverse reactions outside of our opening hours (9am-6pm) please contact NHS 111 for support.
You acknowledge and agree that any information presented on our website or provided in patient materials, including medical advice, is for general informational purposes only and should not be construed as substitute advice from a doctor upon which you should rely.
The ordering process
We consider your prescription accepted when we send your invoice. However, we will only start dispensing your order once we have received your physical prescription and payment.
If we cannot accept your order, we will promptly contact you by telephone to notify you. If we are unable to reach you, we will also send an email and will not invoice you for the product. This may occur due to various reasons such as the product being out of stock, unexpected delays, issues with third-party suppliers beyond our control, or identification of errors in the prescription. In such cases, we will return your prescription to your prescribing doctor.
A private prescription for controlled drugs is only valid for twenty-eight days from the time of writing. This means that payment for medication must be made within this timescale. MAMEDICA Dispensary cannot fulfil orders for a prescription that is no longer valid.
We will allocate an invoice number to your order upon acceptance. Kindly provide the invoice number whenever you contact us regarding your order, as it will help us to better assist you.
Payment & Charges
Mamedica Dispensary provides medication for patients based on their individual prescriptions. Therefore, patients must pay for their medication before it will be prepared, and an order cannot be cancelled once paid for. Only once you have paid for your prescription will a contract come into existence between you and Mamedica Dispensary and until such time as (i) your order has been accepted (ii) your prescription has been received and (iii) payment for that prescription has been made, we will not have any liability to you.
MAMEDICA Dispensary offers complimentary postage and packaging for one monthly medication delivery. If you decide you would like to split your prescription into multiple deliveries, we reserve the right to charge £10 for each split delivery.
Payment is only accepted by debit card, credit card or bank transfer. Receipts will be emailed after the payment is taken. In providing payment card details, you authorise Mamedica Dispensary to take payment in full for the applicable prescription charges, postage and packing charges and any other charges that become due to us under these terms. Where you may be entitled to a refund, it will only be made using the payment gateway and/or card originally used for payment.
Delivery of Medication
Mamedica Dispensary does not have a retail outlet and operates as a distance selling pharmacy. We are only able to take orders directly from approved clinics or prescribers. Once dispensed, medications will be shipped to you via a secure delivery service.
Once you order has been paid for, we will endeavour to dispense your medication at the earliest opportunity. This will depend on the product ordered and its availability. If there are any delays with the dispensing of your medication, we will communicate this to you.
Delivery will be made via trackable courier and will require a doorstep signature and identification. It is your responsibility to check the package for signs of tampering and damage before acceptance. Any identified issues should be documented, and the delivery should be refused. Once the package is signed for, our responsibility for the delivery ends. If you notice any damage to an item upon receipt, please notify us within 48 hours so that we can investigate and take necessary actions to rectify the situation. Due to the nature of the products being supplied from our pharmacy, there is no option for the courier to leave in a safe space, even if you request this. If you are not available at the nominated address to take delivery, the products cannot be posted through your letterbox. The courier will make two delivery attempts and leave a note with instructions on how to rearrange delivery or collect the products from a nearby depot. If you fail to rearrange delivery or collect the items within the courier’s specified timeframe after unsuccessful delivery attempts, the products will be returned to the pharmacy for disposal. In such cases, we reserve the right to terminate the contract, and you will still be responsible for the charges associated with your order.
Refund, Returns & Cancellations
In line with General Pharmaceutical Council guidance, Mamedica Dispensary does not offer refunds on medication. Once medication has been dispensed, it cannot be reused and must be disposed of. Unfortunately, you cannot return medicines, including prescription medicines, or anything that has a hygiene seal that has been broken. Unless faulty, medicines which have been opened cannot be refunded or exchanged and any returns will be destroyed.
To uphold safety standards for yourself, us, and the public, if you possess medication from us that is no longer needed or has expired, we can arrange a collection for safe disposal. Please note that this service incurs a £10 postage fee.
In the first instance, if you do not find your medication suitable, this must be discussed with your prescribing doctor.
Please check the items dispensed to you carefully and promptly upon receipt. If you believe there may have been a dispensing error, you should contact us immediately and should not take or use any of the items. Please contact us using one of the methods above. Please provide your invoice number when contacting us. Where an error has been made by Mamedica Dispensary in dispensing your medication, a full refund will be given if we are notified within two days of the medication being received at the delivery address. Alternatively, we will provide you with replacement medication where possible and will arrange for collection of the previously dispensed order, so it can be safely disposed of.
You have the right to cancel your order until your medication is paid for, which is defined by receiving an email confirming payment. Additionally, we will cancel your order if we cannot fulfil it within a reasonable timeframe and provide a refund.
The Consumer Protection (Distance Selling) Regulations 2000 state that there is no right to cancel under the following circumstances:
Exceptions to the right to cancel
13: (1) Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts-
(c) for the supply of goods clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly;
In this context, you do not have the right to cancel. However, based on our discretion as outlined in these terms and conditions, you may cancel your order until your medication is dispatched. Please note that the pharmacist must dispose of any returned medication, even unopened boxes, preventing us from providing refunds once the medication has been dispatched.
Personal Information
All personal information provided to Mamedica Dispensary either by you or physicians or other healthcare providers is kept confidential and will only be used to provide you with pharmacy services or as otherwise agreed with you.
Mamedica Dispensary holds all personal information in accordance with relevant data protection legislation. For more information about how your personal information will be used and how you can exercise your rights in relation to such information, please read our privacy policy that can be accessed at:
Complaints
All patients and customers of Mamedica Dispensary are entitled to make an official complaint if they are not satisfied with the services they have received. All complaints will be investigated thoroughly, so we can improve the service provided.
We take any complaint we receive very seriously. Please feel free to direct your complaint via one of the options above or here.
Your complaint will be acknowledged within 3 working days with a copy of our complaints policy, information on how to escalate your complaint if you are unsatisfied, next steps in supporting you with your complaint or reasons for any delay.
Other Important Items
Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
These Terms and Conditions and any policies or operating rules posted by us on the Site constitute the entire agreement and understanding between you and us. Our failure to exercise or enforce any right or provision of these Terms and Conditions shall not operate as a waiver of such right or provision.
Governing law. These terms are governed by the laws of England and Wales and each of us submits to the exclusive jurisdiction of the courts of England and Wales.
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