Terms and Conditions
Changes
Changes to these terms
We may revise these terms of use at any time by amending this page.
Please check this page from time to time to take notice of any changes we made, as they are binding on you.
Changes to our site
We may update our site from time to time, and may change the content at any time. However, please note that any of the content on our site may be out of date at any given time, and we are under no obligation to update it.
We do not guarantee that our site, or any content on it, will be free from errors or omissions.
Trademarks & Copyright
All brand names, product and service names and titles and copyrights used in this site are trademarks, trade names, service marks or copyrights of their respective holders. No permission is given by Hive Pharmacy for their use by any person other than the said holders and such use may constitute an infringement of the holders' rights.
Copyright
All designs, text, graphics and their selection and arrangement on this website are the copyright of Hive Pharmacy or its content providers. Permission is granted to users to electronically copy or print portions of this site for their own personal, non-commercial use. Any other use of materials on this site without Hive Pharmacy Ltd's prior written consent is strictly prohibited.
NHS
NHS Repeats Management
Hive Pharmacy encourages patients to order directly with their GP, however, it also accepts repeat prescription requests from its patients.
Our service involves forwarding your request to the relevant GP surgery once. This is done by email using our patient medication record system (PMR) . Our service then dispenses your prescription as it is received usually 2-3 days later. Hive Pharmacy processes thousands of such requests each month. Please note that due to the volume, we do not chase for any prescriptions not received. In the event a prescription is not received it would be for the patient to contact the surgery.
Hive Pharmacy will forward requests for repeat medication, not acute medication. Requests for medicines not on the GP repeat list are unlikely to be prescribed.
NHS Prescriptions Posting
Hive Pharmacy does send NHS medication in the post using a parcel service such as Royal Mail.
This service is not funded by the NHS. Hive Pharmacy covers the postage cost. Our service uses Tracked 48 class post in the main.
Hive Pharmacy reserves the right to refuse provision of this service.
Bookings
Hive Pharmacy accepts online bookings with its pharmacists. Some services can be booked for free and others require a deposit. The full deposit will go toward the cost of any treatment offered on the day of the appointment.
Cancellations.
Bookings that are free may be cancelled at any time.
Bookings that a deposit or full payment has been paid may be cancelled by clients. There will be a £10 administration fee for cancellations within 48 hours of the appointment.
Online Sales
Content - Product Information
We take care in creating the content on our website but we’re all human, so we can’t guarantee that all information is completely up-to-date and free of mistakes.
We have taken every care in the preparation of the content of this website, however, we cannot guarantee that the information will always be completely up-to-date and free of mistakes.
Sometimes colours and product packaging can differ from what is displayed on our product page. If you see any major discrepancies please get in touch to info@hivepharmacy.com.
To the extent permitted by applicable law, Hive Pharmacy Ltd upholds the accuracy of the information contained on this website as much as possible but will accept no liability for any loss or damage arising as a result of any inaccuracies.
Hive Pharmacy Ltd are not liable for any loss or damage, which may arise from the use of any of the information contained on this website.
Delivery
Delivery costs to the customer are as per the checkout page.
If a delivery fails due to incorrect information supplied by the customer, the parcel should be reverted back to us by Royal Mail. In this case, we will not resend the parcel until we receive the required repackage and re-postage cost from the customer. This can vary depending on weight.
Price information
Hive Pharmacy has taken great care to ensure prices are accurate. Prices may change over time and will be updated immediately on our site. If any errors are made in pricing we will work to quickly rectify this, any orders made on products with pricing errors may be cancelled and refunded.
Returns & Refunds
Hive strives to provide the best service possible to all of our customers. We hope that the experience you receive in dealing with us, and equipment we provide, reaches the standard that you expect of us. However, we know sometimes something is not right, and a return may need to be requested. We will always try our best to rectify any problems in a swift and satisfactory manner, within the parameters that we will clearly set out as follows.
Online Sales
All eCommerce orders within the UK are protected by the Consumer Rights Act 2015, which is an extension of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights.
You may be familiar with (or have heard of) the Distance Selling Regulations and the Sale of Goods Act. Both of these are now obsolete, replaced by the Consumer Rights Act 2015 (from here onwards referred to as “the CRA”).
In short, the CRA explains the minimum standards that you should expect of any eCommerce purchase. With regards to returns, the Act details your “right to cancel” (which is essentially, your right to return anything you have ordered because you have changed your mind). Here we explain how we ensure your rights outlined in the CRA are protected when you order from us.
Therefore, goods can be returned to us by post. We reserve the right to refuse to exchange or refund items that are not returned within 14 days of delivery.
In order to qualify for a refund, all Items must be in a re-saleable condition i.e. undamaged, in their original and undamaged packaging, unworn and complete with all tags and labels attached. We reserve the right to refuse to refund items that are returned that are not in re-saleable condition. Goods returned in an unsatisfactory and not in a re-saleable condition may be returned to you at your expense.
EXCEPTIONS TO THE CRA
There are exceptions to our Refunds policy for certain items. Please note this is a non-exhaustive list and that these conditions do not affect your non-excludable statutory rights.
For reasons of health, hygiene safety and copyright, we are unable to exchange or refund the following products:
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Perishable items (food, confectionery, baby milk);
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Medicinal products including CBD, or services that are dispensed or purchased including NHS medication;
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Items personalised or cosmetics;
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Unsealed products or items that are worn next to the skin or hair, for example; face masks.
FAULT / DAMAGED / MISSING ITEMS / INCORRECT ITEM
We MUST be notified within 24 hours of receipt. Please notify us by emailing vandana@hivepharmacy.com together with your name & order number. We will need photographs of the damage/fault so please do not throw away the item.
DAMAGED OR FAULTY
We will look into this and notify the manufacturer.
We will refund the price of the damaged/faulty item and your postage cost.
ITEM MISSING
We will look into this and send out the missing item.
INCORRECT ITEM RECEIVED
If we have sent out the incorrect item as a result of our fault (picking error) we will send out the correct item.
We ask that you do not open the packaging of the incorrect item as we may ask for you to return the item. In this scenario we will pay for the return postage.
CANCEL AN ORDER/CHANGE YOUR MIND
If you have ordered any of our face masks that are to be delivered by post, you have the right to cancel an order up until the point that your order is dispatched.
You will receive a dispatch email from us. After this point your item will have been dispatched and postage applied and paid for. You then cannot cancel your order.
If you then do not want the item you will need to return the item unopened. Please do not break the seal on the parcel/envelope. If it is opened we cannot accept the return for hygiene reasons.
In this case you can simply refuse the package and ask for it to be returned to sender.
If you accept the package you will be responsible for the return cost. We suggest you track the parcel as until it reaches us you will be responsible for it.
Upon receipt so long as we receive it in good condition we will refund you for the cost of the item minus the initial postage cost.
FREESTYLE LIBRE FAULTS
This item rarely has faults but on occasion, you may experience an issue. In this case, the manufacturer Abbott will look after this. Please contact Abbott on 08001701177. Or click here:
https://www.freestylelibre.co.uk/libre/help/contact-us.html
FACE MASK RETURN - GENERAL TERM
Our Company policy is that we DO NOT accept return of face masks for hygiene reasons.
Should you wish to return a face mask that is in sealed packaging and the seal has not been broken please contact us and we will consider a refund. In such cases please note that you will be responsible for the return postage cost. We suggest you track the parcel as it is your responsibility until it reaches us. So long as we receive it in good condition we will then refund you for the cost of the item only and no postage costs.
Please note we cannot accept returns of part open boxes.
If the masks are not in sealed packaging we cannot accept a return at all for hygiene reasons. Our website will tell you if the mask arrives in a sealed or unsealed package.
AVIRO MASK- EXCHANGES & RETURNS
The Aviro mask will arrive in an unsealed plastic pouch with a ziploc fasten.
We ask that you look at the size chart on our website prior to ordering.
Once we dispatch the item we cannot accept a return of this product.
As it is not in a sealed bag this item cannot be exchanged for a new size/colour nor can be returned for a refund should you change your mind.
ADDRESS FOR RETURNS BY POST
Hive Pharmacy Returns Department
23 Edinburgh Drive,
Staines,
Surrey,
TW18 1PJ,
UK
The parcel should contain:
The item(s) you purchased that you wish to return in their original condition.
Your original delivery note with the returns section fully completed, clearly stating which item(s) you are returning and the reasons why you are returning the goods.
You will need to pay for the postage but we will supply a free postage label if we have made an error in our despatch or if the item received is faulty or unfit for purpose, We will also refund your delivery charge if you are an EU customer cancelling under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (see below).
We are unable to accept any responsibility for items that are lost or damaged in the post. You must ensure that your items are securely packaged, and obtain a proof of posting. Please allow at least two days for your goods to reach us.
Please note that we are not able to give exchanges for goods returned by post, and you should allow 14 days to receive your refund. Please safely dispose of any broken glass before returning an item to us.
If you need advice on returning by post, please contact us.
MISSING CLAIMS
Please note the following:-
For First Class - please allow 1-2 working days for delivery from the date of dispatch.
For Second Class - please allow 2-3 working days for delivery from the date of dispatch.
In the event you do not receive your items in these time frames please do contact us. We can check the tracking number to see if the parcel has been left with a neighbour or to see if delivery was attempted.
In the event the tracking number shows Royal Mail have not yet attempted to deliver the item - you will need to wait for a period of 10 working days from the date the parcel could have been delivered. If you do not receive it in this time frame it will then be classed as “missing”.
Please notify us and we can submit a claim on your behalf. It is only at this stage (after the 10 days have expired) that we can then discuss with you whether you would like a refund of the items re-sent.
Whilst your claim is being processed with Royal Mail - should you receive the items you have a duty to notify us immediately so that we can let Royal Mail know.
Rewards & Vouchers
Perfume Rewards
All rewards as subject to availability.
On occasion, we may not have your preferred choice of tester in stock.
In this case, we will attempt to contact you by phone call to ask you to pick an alternative.
We will try once but if there is no answer, we will choose an alternative scent to send you.
Voucher Codes
Hive pharmacy offers coupon/voucher codes to help customers save a little extra. Sometimes a mistake can happen and a coupon code can be used by a customer to exploit the offer. On such occasions Hive Pharmacy reserves the right to cancel your order.
Contact Us
Contact Details
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The Contact Form on the website for general enquiries.
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Enquiry about your online shopping order, e-mail vandana@hivepharmacy.com
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General enquiry email hello@hivepharmacy.com
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NHS repeat prescription ordering hivepharmacyrepeat@gmail.com
Dispatch Speed & Service
We aim to dispatch your shopping and or NHS prescription medicines within 24 hours, subject to stock availability.
Regular customer shopping is sent using Tracked 24 Royal Mail Service.
NHS prescription parcels are sent using Tracked 48 Royal Mail service.
High value items are sent Royal Mail Special Delivery.
Bulk orders are usually sent by DHL next day service.
Occasionally, postage/courier companies may take longer to deliver our parcels, this is out of our control.