Terms & conditions

1. Who we are

This website is run by Oswaldtwistle Pharmacy (), a registered pharmacy at 300 Union Road, Oswaldtwistle, Accrington, BB5 3JD. We're registered with the General Pharmaceutical Council (GPhC), registration number 9010870. Our Superintendent Pharmacist is .

You can call us on 01254 399898, email or visit us at the pharmacy.

These terms apply when you buy from us through this website or our app as a consumer (for yourself, not for a business). Business accounts have their own terms, which we'll give you when your account is set up.

2. Ordering

When you place an order you're offering to buy the items in it. We accept your order when we tell you it's ready to collect or out for delivery. Until then we may decline all or part of it, for example if something is out of stock, a price on the website is clearly wrong, we can't check the answers to a health check, or a pharmacist decides an item isn't right for you. If that happens we'll tell you, and you won't pay for anything we don't supply.

You need to be 18 or over to place an order. We may limit how many of some products one person can buy, including pain relief and other medicines, for your safety.

Please check your order before you send it. The order confirmation shows your order reference, which you'll need if you want to collect, track or return anything.

3. Pharmacy medicines

Items marked "Pharmacy medicine" can only be sold under the supervision of a pharmacist. Before you can order one, you'll answer a short health check. One of our pharmacists reviews your answers and decides whether the medicine is suitable for you. They may call you to ask more, ask you to come in, or decide not to supply it. Their decision is a professional one, and we can't overrule it.

Please answer honestly and for the person who will take the medicine. Read the leaflet that comes with any medicine before you use it, and ask us if you're not sure about anything.

We don't sell prescription-only medicines through the shop. For prescriptions, use our repeat prescriptions page.

4. Prices and paying

Prices are in pounds sterling and include VAT where it applies. Any delivery charge is shown before you place your order. If we've made an obvious mistake with a price, we'll contact you before going ahead, and you can cancel without paying anything.

Depending on how our checkout is set up when you order, you'll either pay by card when you place the order, or pay when you collect or receive it. The checkout button tells you which before you press it. If you've paid and we don't supply an item, we'll refund it to the card you paid with. Refunds usually reach your account within 5 working days, depending on your bank.

5. Click & Collect

Collect from us at 300 Union Road, Oswaldtwistle, Accrington, BB5 3JD while we're open. Your order is ready within 2 hours of a confirmed order, during opening hours. We confirm an order once we've checked it, and one with a pharmacy medicine in it is confirmed once a pharmacist has approved that medicine, so it may take longer. Track your order shows when it has been confirmed. Bring your order reference, and be ready to tell us your name.

We'll keep your order for 14 days. After that the items go back on our shelves and, if you paid online, we'll refund you.

6. Local delivery

We deliver to the postcode areas shown at checkout (BB5 at the moment). Delivery costs £2.99, or is free when your general items come to £30.00 or more. Delivery is the next delivery day, except in Oswaldtwistle, where an order placed before 1pm is delivered the same day. We don’t deliver on Sundays, so an order that would come on a Sunday is delivered on the Monday. Delivery days run from a confirmed order, as above. See Delivery & collection for the details, including what happens if you're not in.

The items become yours, and your responsibility, once they're handed to you or to someone at the delivery address.

7. Changing your mind

You can cancel an order before you collect it or it's delivered by calling us. Once you have it, the law gives you 14 days to change your mind about most things you buy online, and a further 14 days to send or bring them back. We go further for general items: you can return them unopened and unused within 30 days. See Returns & refunds to start a return.

This doesn't apply to medicines or to sealed health and hygiene products once they've been opened. For everyone's safety we can't take back a medicine once it has left the pharmacy, unless it's faulty or we sent the wrong thing. We'll refund you within 14 days of getting the item back, to the way you paid.

8. Faulty or wrong items

Everything we sell must be as described, fit for purpose and of satisfactory quality. If something is faulty, damaged or not what you ordered, tell us. This includes medicines. Within 30 days you can have a full refund; after that you can ask for a repair or replacement, or a refund if that doesn't put it right. Nothing in these terms affects your legal rights.

9. Our responsibility to you

If we break these terms, we're responsible for loss or damage you suffer that was a foreseeable result. We aren't responsible for loss that wasn't foreseeable, or for business losses. We don't limit our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't let us limit.

The health information on this website is general. It isn't a substitute for advice about your own health from a pharmacist, GP or other professional. In an emergency call 999, or 111 for urgent advice.

10. Complaints

If something's gone wrong, please tell us so we can put it right. Our complaints page explains how, and where to go if you're not happy with our answer.

11. The law that applies

These terms are governed by the law of England and Wales, and you can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your own courts. We may update these terms from time to time; the version that applies is the one shown when you placed your order.