Terms & Conditions

Last updated October 2022


These Terms and Conditions constitute a legally binding agreement made between you, whether personally or on behalf of an entity (“you”) and Holden’s Chemist Express (“we,” “us” or “our”), concerning your access to and use of the https://www.holdenschemistexpress.co.uk/ website as well as any other media form, media channel, mobile website or mobile application related, linked, or otherwise connected thereto (collectively, the “Site”). 

You agree that by accessing the Site, you have read, understood, and agree to be bound by all of these Terms and Conditions. If you do not agree with all of these Terms and Conditions, then you are expressly prohibited from using the Site and you must discontinue use immediately.

We reserve the right, in our sole discretion, to make changes or modifications to these Terms and Conditions at any time and for any reason. We will alert you about any changes by updating the “Last updated” date of these Terms and Conditions, and you waive any right to receive specific notice of each such change. 

It is your responsibility to periodically review these Terms and Conditions to stay informed of updates. You will be subject to, and will be deemed to have been made aware of and to have accepted, the changes in any revised Terms and Conditions by your continued use of the Site after the date such revised Terms and Conditions are posted. 

The information provided on the Site is not intended for distribution to or use by any person or entity in any jurisdiction or country where such distribution or use would be contrary to law or regulation or which would subject us to any registration requirement within such jurisdiction or country. 

Accordingly, those persons who choose to access the Site from other locations do so on their own initiative and are solely responsible for compliance with local laws, if and to the extent local laws are applicable.

The Site is intended for users who are at least 18 years old. Persons under the age of 18 are not permitted to use the Site.

(“we”/“us”/“our”), as described below (“Service”).

We operate an NHS distance-selling pharmacy at Holden’s Chemist Express (the “Pharmacy”, “we” or “us”). The Pharmacy is registered with the General Pharmaceutical Council. The superintendent pharmacist is Thomas Werner GPhC: 2077248

We may use companies such as Royal Mail or couriers to deliver your prescriptions and in places below these other parties are referred to as “Partners”.


Changes to our Terms and Conditions

We reserve the right to make reasonable modifications to these terms at any time without notice by posting the changes on this page. You agree that we will treat Your continued use of the Site as acceptance of these terms as may be amended from time to time.


Electronic Prescription Service Sign Up and Actions

By using our Pharmacy you agree to nominate our pharmacy at time of sign up as your NHS EPS pharmacy. This means that all of your NHS prescriptions issued electronically will automatically be sent to our pharmacy. You also agree that, at the point of you placing orders for medication, we will automatically check your nomination status with NHS records and re-nominate you to our pharmacy if necessary. In addition, we will also verify your registered GP practice and automatically update your account, as required. This is necessary to ensure your orders always reach the correct GP practice. If at any point you want to remove your nomination, please contact us and we will action within two working days.


Urgent Deliveries

We recognise that there may be times when you cannot wait for delivery from us and in these circumstances we may be able to transfer your prescription to your nearest high street pharmacy, provided you give consent for us to do so.


How does our service work?


We are an NHS distance selling pharmacy. This means we do not provide services to you face to face, but we can use technology to allow you to contact us or to speak to use via live video link. Once you nominate us, your prescriptions are sent to us electronically and we deliver them to you via the most appropriate method. We will keep you updated about the progress of your prescription and the expected delivery time.

We will not be able to dispense medication unless we are in possession of a valid prescription (either electronic or paper).

You agree that the pharmacist or pharmacist technician responsible for your order can access your NHS Summary Care Record if clinical and/or safety information is needed deemed appropriate to improve your care.

We do not take responsibility for paper prescriptions sent to us that become lost in the mail.


Who is responsible for what?

You are responsible for complying with these Terms. Please see the section below “What are my obligations?” for further details.

The Pharmacy: We are responsible for ensuring that your prescriptions are dispensed correctly and in accordance with General Pharmaceutical Council standards and guidelines, our NHS Terms of Service (where applicable) and these Terms. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation. The material displayed on our site (which includes the blog on the site) is provided without any guarantees, conditions or warranties as to its accuracy.

You have certain legal rights. Nothing in these Terms is intended to affect these legal rights or other rights to which you may also be entitled. You should always seek independent legal advice if you are in any way unsure about your legal rights or our obligations to you.

If we breach these terms then we shall only be liable for losses that are a reasonably foreseeable consequence of such a breach. Losses are foreseeable where they could be contemplated by you as relevant at the time of entering these Terms. We do not accept liability for matters outside of our control, such as acts of terror or acts of God.

We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:

  • Your use of, or inability to use our site; or
  • Your use of or reliance on any content displayed on our site.

In particular, we will not be liable for:

  • loss of profits, sales, business, or revenue;
  • business interruption;
  • loss of anticipated savings;
  • loss of business opportunity, goodwill or reputation; or
  • any indirect or consequential loss or damage.

Please note that we only provide our site for use by patients accessing NHS services. You agree not to use our site for any commercial or business purposes.


What do you have to do?

Our site and any services provided via the site will be in English and it will be your responsibility to ensure that you fully understand the information and advice on our site.

You, the Account Holder, are responsible for the information you provide to us about yourself, your GP and your medication; and any information given on behalf of someone else as their proxy.

You confirm that all information provided to us is and remains accurate.

If you do not provide accurate information you could be putting yourself or the person you are managing medication for at serious risk.

You are responsible for checking and taking any medication correctly. You must check the spelling and dosage information and follow the clinical directions provided with all medication. You should review the patient information leaflet provided with the medication. If at any point the information that appears on The Pharmacy contradicts the information provided by your GP please contact us immediately. You agree that the information provided by your GP and in the patient information leaflet take precedence over any information provided by The Pharmacy.

You confirm that you are requesting medications for your own personal use only or the use of someone you are acting as a proxy for. Medications should never be shared with any other person.

You agree to keep your The Pharmacy login details confidential and not to share them with any other person.

If you are exempt from paying the prescription charge, you agree that you are legally responsible for ensuring that your exemption reason is correct, up-to-date, and maintained; this responsibility extends to any other people that are listed on your account. You agree not to use any Service provided by us for any unlawful purpose, including requesting medications that have not been prescribed to you or the person you are managing medication for by a registered healthcare professional.

If you opt to have medication delivered, you agree to ensure that it is safe for items to be put through the letterbox of your chosen delivery address, particularly with regards to safeguarding children or pets.

If you do not pay for your medication, you will be required to declare your exemption status and provide appropriate supporting evidence may be needed. Supplying false information (including failing to notify us when your exemption expires) constitutes fraud, for which you may be prosecuted and/or fined.


Unwanted Medication

Once dispensed, you will be unable to cancel the order, return the medication or receive a refund. Any unwanted medicines must be disposed of by returning the medication to our pharmacy (contact us for details of returning medication to the pharmacy as you cannot do this in person) or to any other pharmacy.


Ordering of medication

Most GP practices will allow pharmacies to order medication. In the event your GP practice will not allow third-party ordering, we will contact you. We can receive prescriptions electronically from your GP. Please inform us approximately 7 days before you run out of your medication so that we can place your order and you receive your medication on time. If you are ordering for the first time, please allow 10 days before your medication runs out.


Receipt of Prescriptions

Once we receive your prescription, we aim to dispense medication within one or two days Once our trained staff have dispensed your medication, our qualified pharmacists will clinically check your prescription and medication and it will be packaged. 



Prescriptions must be approved by a prescriber before it can be dispensed and delivered to you. We deliver your medication by Royal Mail in discreet, unbranded packaging.  Most medication can be simply posted through your letterbox or a place of your choice. For your safety, some medications, such as Controlled drugs and refrigerated items will require a signature on delivery. Refrigerated items are delivered in temperature controlled packaging, keeping the temperature of medication within the package regulated between 2°C and  8 °C.

Please allow 2 to 3 days for delivery. We are unable to change addresses once an order has been placed. We only deliver to UK addresses. Unfortunately, we are unable to send medication outside the UK. If you require an item urgently, we may be able to send it by Royal Mail Special Delivery, but there may be a small charge. Please contact us for further details.


Emergency Supply

If you urgently need medication, contact your prescriber immediately to arrange a prescription. In the event you have run out of medication we may be able to provide you with an Emergency Supply of your medication. We are happy for you to contact the pharmacy with this request and will try our best to help you. There may be some medication we are unable to give in this type of scenario and supply will be at the discretion of the pharmacist. The pharmacist may contact your GP when you make this request.



You have the right to cancel orders up until the point that your medication is dispatched. We are unable to cancel the orders on or after the date of dispatch.


Complaints Policy

We at Holden’s Chemist Express are committed to delivering innovative patient care. You are at the heart of what we do. We are friendly, dedicated and always happy to help. If there is something you are not happy about, we would like to know. Any feedback is related to the team and we can use this feedback to improve our services.

If you have a complaint, we would like to hear about it. In the first instance, you can directly contact our superintendent pharmacist in who has procedures in place to investigate incidents by contacting us.

We aim to acknowledge all formal written complaints within three working days of receiving them and to respond within five working days of receipt.

If you are not satisfied with how we have dealt with your complaint, you can contact our regulator, the General Pharmaceutical Council by submitting an online form: www.pharmacyregulation.org/contact-us/ or calling 020 3365 3400.


What laws apply and what rights do I have to make a complaint?

These Terms are governed by the laws of England and Wales and any dispute, question or remedy shall be determined exclusively by the courts of England and Wales. These Terms are only available in the English language. If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply. If you wish to make a complaint, you can contact us as set out below and you can also contact NHS England to make a complaint about our service and/or the General Pharmaceutical Council – which acts as the regulator of all pharmacies in England.


Contact Us

If you have questions or comments about this Privacy Policy, please contact us.