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1. Introduction
1.1. These terms of sale ("Supply Terms") outline the agreement under which we provide products to you through our website ("Site").
1.2. By purchasing from our Site, you acknowledge your acceptance of these Supply Terms and agree to adhere to them.
1.3. We encourage you to read these Supply Terms carefully before placing an order to understand our practices and your agreement with us fully.
1.4. If you disagree with these Supply Terms, you should refrain from making purchases on our Site.
2. About Us
2.1. Our Site is operated by XO Medical Limited, a company registered in England and Wales (company number 15254344) t/a Trim, with a registered premises at Suite C2, Moor Park Business Centre, Wakefield, WF2 8PF VAT number is GB459003303.
2.2. Contact us via email at support@xo-co.uk.
2.3. Our pharmacy is registered at Suite C2, Moor Park Business Centre, Wakefield, WF2 8PF with the General Pharmaceutical Council (GPhC number 9012296).
2.4. Our clinicians are UK-registered and hold accredited qualifications, responsible for their prescriptions.
2.5. We will contact you via phone, email, or post using the information you provided in your order. References to "writing" or "written" in these terms include emails.
3. Use of Your Personal Information
3.1. Your personal information is used to process your order, review medical information for prescription medicines, supply products, process payments, and, if consented, to inform you about similar products. You can opt-out of receiving such information at any time.
3.2. Our Privacy Policy details how we process personal data you provide. By ordering products, you consent to this processing, affirming the accuracy of the data you provide.
4. Ordering and Consultation Process
4.1. We confirm receipt of your order after placement. Prescription Medicines:
4.2. Prescription medicines are provided on a subscription basis.
4.3. Clinicians review your medical information to determine treatment appropriateness, issuing prescriptions if deemed suitable. Payment is taken upon treatment plan acceptance.
4.4. Prescriptions are sent electronically to our pharmacy for dispensing.
4.5. Should further information be required, your response is needed within 10 days; otherwise, your order will be canceled without charge. Non-Prescription Products:
4.7. Non-prescription product orders will be confirmed via message. An online consultation is not required.General:
4.8. Orders may be declined for various reasons, including clinical appropriateness or stock availability. Full refunds will be issued for declined orders.
4.9. Refunds are processed within 10 working days.
4.10. Delivery is limited to the UK. We are not liable for any onward transport by customers or third parties.
5. Subscription for Prescription Medicines
Subscriptions require no minimum purchase, with charges applied upon order approval and monthly thereafter, following the recommended titration dose increase every 4 weeks. Subscriptions can be canceled anytime from the user portal, with no further charges after cancellation notice. Prices of medicines vary depending on the strength purchased. Prices are subject to change.
6. Our Service
6.1. Product images are for illustrative purposes; actual products may vary.
6.2. Availability of products is subject to change.
6.3. It is your responsibility to follow the provided product information and guidelines. Misuse is at your own risk.
6.4. Discontinue use and seek medical advice if significant side effects occur.
6.5. Some medicines may be supplied in non-original packaging to aid compliance, potentially affecting shelf life.
7. Making Changes to Your Order
If you wish to change your order, contact us to discuss the possibility and any resulting changes to your order details.
8. Delivery and Service Provision
Delivery charges and times are specified during the order process. You agree to non-signature deliveries and acknowledge the potential for delivery without direct receipt.
1. Delivery Process
1.1. Order Dispatch:
All orders are dispatched using a trusted shipping provider. Customers will receive a tracking number via email or SMS once the order has been shipped. This allows customers to monitor the progress of their delivery.
1.2. Delivery Address:
It is the responsibility of the customer to provide a complete and accurate delivery address during the ordering process. We cannot be held liable for delays or non-delivery due to incorrect or incomplete address details.
1.3. Signature on Delivery:
You agree to non-signature deliveries and acknowledge the potential for delivery without direct receipt
2. Delivery Confirmation
2.1. Successful Delivery:
Once an order has been marked as successfully delivered by the shipping provider, liability for the package transfers to the customer. Any risks of loss, theft, or damage after this point are the customer’s responsibility.
2.2. Proof of Delivery:
The shipping provider’s delivery confirmation (e.g., GPS tracking, photo evidence) serves as proof of successful delivery.
2.3. Safe Place Delivery:
If the customer opts for a “safe place” delivery or similar instructions, they accept full responsibility for the package upon delivery to the specified location.
3. Non-Delivery or Damage During Transit
3.1. Lost or Damaged Packages:
If a package is lost or damaged during transit, customers must notify us within 24 hours of the estimated or confirmed delivery date. We will liaise with the shipping provider to investigate.
3.2. Disputes with Shipping Providers:
Once an item is marked as successfully delivered, any disputes must be addressed directly with the shipping provider. We are not liable for packages lost, stolen, or damaged after delivery has been confirmed.
4. Returns and Refunds
4.1. Eligibility for Returns:
Due to the nature of pharmacy products, returns are only accepted under specific circumstances. Please refer to our Returns Policy for more details.
4.2. Restocking and Handling:
Prescription medicines cannot be returned. Eligibility for a refund or exchange would be down to the discretion of the responsible Pharmacist.
9. Your Rights to End the Contract
Your rights to end the contract vary based on the product type, any issues with it, and the timing of the cancellation. Prescription medicines cannot be returned for safety reasons. Non-medicinal product returns are subject to a 14-day change-of-mind period, excluding sealed items not suitable for return due to health or hygiene reasons if unsealed after delivery.
10. Ending the Contract
To end the contract, email us at support@xo-co.uk. Products must be returned or collected as instructed, with costs covered by us in specific circumstances.
11. Our Rights to End the Contract
We may end the contract for reasons including non-payment or failure to allow product delivery or collection.
12. Issues with the Service
If there's a problem with a product, contact us at support@xo-co.uk. We are legally obliged to supply products that meet the contract terms.
13. Price and Payment
The price of products (including VAT) and payment methods are specified when placing your order. We ensure price accuracy but will notify you of any errors before proceeding.
14. Our Liability
We are not liable for business losses, only supplying products for private use. Our liability is limited to the price of products ordered, excluding circumstances where it would be unlawful to limit or exclude liability.
15. Communication
We will communicate with you electronically, complying with legal requirements for written communications.
16. Additional Terms
We may transfer our rights and obligations under these terms. These terms are governed by English law, with disputes subject to the jurisdiction of the English courts or courts of the EU country where you reside.
Alternative dispute resolution is available if you are unhappy with how we handled a complaint.