Terms and Conditions

Terms and Conditions


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 However, please note that any of the content on our site may be out of date at any given time, and we are under no obligation to update it.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.

NHS Repeats Management

NHS Repeat Prescription Ordering

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 2nd class post in the main. 

Hive Pharmacy reserves the right to refuse provision of this service.

Online 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, therefore making the consultation free of charge.

Bookings that are free may be cancelled at any time. 

Bookings that a deposit has been paid may be cancelled at any time, however, the deposit will not be returned if the cancellation is within 24 hours of the appointment.

Online Sales

Hive Pharmacy Online Sales - Terms and Conditions

​Who are we?

We are The Hive Pharmacy Ltd based in Staines, Middlesex.



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.




In the event, the customer places a fragrance order, receives it and then notices they in fact ordered the incorrect product - the customer must notify us using the contact form within 24 hours of receipt of the product.  

The product must be kept in its original packaging and returned to us at the customers expense.  We advise all packages to be returned using “recorded delivery” post. Only if we receive the returned product in good condition will we be able to replace it.

The customer will then also be responsible for the re-postage cost - this can vary depending on weight.

Other products related to medical use cannot be returned unless there is fault. This is because the medical product cannot be resold.

Unsatisfactory Product

Perfume. An opened perfume cannot be returned if the customer does not like the smell of it. If a product arrives with a fault - i.e the spray pump is not working then please notify us within 24 hours of receiving the product.  If you notify any later we may not be able to assist.

We will in such cases require you to return the item.  A pre-paid postage label will be sent to you and upon receipt a replacement will be sent out.

Medical Product. Please contact us using the contact form to start an investigation. Some items we will deal with, and some items will be dealt with by the manufacturer.

Royal Mail  “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.


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.


​Dispatch of items


All perfume orders placed by 10.00am Monday to Friday will (subject to stock availability) be dispatched the same day (unless we are on holiday and the website states otherwise).  

If there will be a delay with dispatching an order due to stock availability we will contact the customer to notify them.

Medical orders will usually be dispatched the next business day.

Contact Details


Should you need to contact us then please do so using the Contact Form on the website or e-mail at vandana@hivepharmacy.com



HIVE is a Registered Trademark of The Hive Pharmacy Ltd

Providing NHS services