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Why NewGen Pharmacy?
GPhC-registered pharmacy MHRA-regulated medicines UK-based prescribers Discreet next-day delivery NHS services available 100% confidential service GPhC-registered pharmacy MHRA-regulated medicines UK-based prescribers Discreet next-day delivery NHS services available 100% confidential service

Terms and Conditions of Use

Please read these terms carefully before using our website or online clinic. By using our service, you agree to these terms.

1. About us

This website is operated by New International Medical Ltd (trading as NewGen Pharmacy), Company No. 07980522, registered address 245 High Street, Stratford, London E15 2LS. We are registered with the General Pharmaceutical Council (GPhC) as a pharmacy. Our Superintendent Pharmacist is Nadia Zolfaghary, GPhC No. 2081303.

You can contact us at: info@newgenpharmacy.co.uk or by calling 020 4599 5647.

2. Using our service

Our online clinic is available to individuals aged 18 and over who are resident in England. By using this service you confirm that you are aged 18 or over and that the information you provide is truthful, accurate, and complete.

  • You must not use this service on behalf of another person without their knowledge and consent
  • You must not use this service for emergency medical situations — call 999 in emergencies
  • We reserve the right to refuse or withdraw service at any time if these terms are breached

3. The consultation and prescriber decision

All online consultations are reviewed by a qualified, UK-registered prescriber. The prescriber's clinical decision is final. We reserve the right to decline to prescribe at any time, without being required to disclose the full clinical reasoning.

  • The final decision to prescribe rests with the prescriber at all times
  • A completed consultation does not guarantee that a prescription will be issued
  • If your consultation is declined, you will be notified and directed to appropriate alternative support
  • You are responsible for providing honest, complete health information

4. Orders and payment

Payment is taken at the time your order is placed. Orders are processed only once a prescriber has reviewed and approved your consultation. Full details of payment methods and processing are provided at checkout.

  • Prices are displayed inclusive of VAT where applicable
  • Payment is taken securely through our payment provider
  • We reserve the right to amend prices at any time

5. Prescription-only medicines

Prescription-only medicines (POMs) are dispensed only on the authority of a valid prescription issued by a regulated UK prescriber. All POMs are dispensed from our GPhC-registered premises at 245 High Street, Stratford, London E15 2LS.

  • It is illegal to supply a POM without a valid prescription
  • All medicines are dispensed in accordance with GPhC standards and the Human Medicines Regulations 2012
  • You must use prescribed medicines only as directed by the prescriber and in accordance with the patient information leaflet

6. Delivery

Delivery is subject to our Delivery Policy. We aim to dispatch approved orders promptly, subject to prescriber review timing. We are not liable for delays caused by courier services or circumstances beyond our control.

  • Delivery timescales are estimates and are not guaranteed
  • Risk in the goods passes to you on delivery
  • Delivery is to England, Scotland, Wales, and Northern Ireland only

7. Cancellations and refunds

Due to the nature of prescription medicines, we are unable to accept returns of medicines that have left our pharmacy, unless they are faulty or supplied in error. Your statutory rights are not affected.

  • You may cancel your order prior to prescriber approval and receive a full refund
  • If a prescriber declines your consultation after payment, a full refund will be issued automatically
  • If a medicine has been dispensed and dispatched, cancellation may not be possible due to the irreversible nature of prescription dispensing
  • Faulty or incorrectly supplied medicines will be replaced or refunded — please contact us within 48 hours of receipt

8. Your responsibilities

You are responsible for providing accurate and complete health information during your consultation. Providing false information may put your health at risk and may constitute a criminal offence.

  • Do not share prescription medicines with others
  • Store medicines as directed on the label and in the patient information leaflet
  • Report any side effects to us and to the MHRA via the Yellow Card scheme (yellowcard.mhra.gov.uk)
  • Contact us or NHS 111 if you have any concerns about your treatment

9. Limitation of liability

To the fullest extent permitted by law, our liability to you in connection with this service is limited to the amount paid by you for the relevant order. We do not exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

We are not responsible for loss or damage that is not foreseeable, or that arises from your failure to follow prescriber or pharmacist instructions.

10. Governing law

These terms are governed by the laws of England and Wales. Any disputes arising under or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.