Our Policies

These policies govern your use of StockMyMedicine and any purchase you make from us. StockMyMedicine is a trading name of AYP Healthcare Ltd (company no. 09701711), a registered pharmacy regulated by the General Pharmaceutical Council (GPhC registration 9011523). If you have any questions about these policies, please contact us.

Delivery Policy

We deliver to addresses within mainland UK. Orders are processed once payment has cleared and, where a medicine is involved, once a pharmacist has completed any checks required.

Delivery method, times & charges

• Royal Mail Tracked — delivered within 3–5 working days.
• £2.99 per order, or free on orders over £40.

Delivery estimates are provided in good faith but are not guaranteed. We are not responsible for delays caused by the carrier, incorrect address details, or events outside our reasonable control.

Tracking & failed deliveries

You will receive Royal Mail tracking details by email once your order is dispatched. If a delivery cannot be completed, Royal Mail will follow its own re-delivery or collection process. Please make sure your delivery address and contact details are correct at checkout, as we cannot be held responsible for orders sent to an incorrectly entered address.

Age-restricted & medicine deliveries

Some products are age-restricted and may require age verification on delivery. Medicines are sent in accordance with our Medicine Policy.

Returns Policy

Your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 are not affected by this policy.

Medicines and other items we cannot accept back

For reasons of safety and public health, we cannot accept returns or offer refunds on medicines or other sealed health and hygiene products once they have been dispatched to you, unless the item is faulty, damaged, incorrectly supplied, or the return is required by law. This is because we cannot guarantee the storage conditions or integrity of a medicine once it has left our pharmacy, and returned medicines cannot be re-sold. Please dispose of unwanted medicines by returning them to any pharmacy.

Non-medicine items

Eligible non-medicine items may be returned within 30 days of delivery provided they are unused, unopened and in their original, sealed packaging. To start a return, please contact us with your order number.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged or is not what you ordered, please contact us within 30 days of delivery with your order number and, where possible, a photograph. We will arrange a replacement or a full refund, including any delivery charge, at no cost to you.

Refunds

Approved refunds are made to your original payment method within 14 days of us receiving the returned item or agreeing the refund.

Privacy Policy

This policy explains how AYP Healthcare Ltd ("we", "us") collects and uses your personal data when you use StockMyMedicine. We are the data controller for that information and are registered with the Information Commissioner's Office (registration ZB285723).

Information we collect

• Account & order details — name, delivery and billing address, email and order history.
• Payment information — processed securely by our payment provider; we do not store full card details.
• Health information — where you buy a pharmacy medicine or use our pharmacist services, we may collect information about your health, symptoms and medicines. This is special category data and is treated with additional care.
• Technical data — cookies and similar technologies, described in our cookie information below.

How and why we use it

We use your data to process and deliver your orders, to allow a pharmacist to make a safe supply decision and provide advice, to meet our legal and professional record-keeping obligations as a registered pharmacy, to provide customer service, and — only where you have agreed — to send marketing. Our lawful bases include performance of a contract, compliance with a legal obligation, your consent, and (for health data) the provision of health care and pharmaceutical care.

Sharing your data

We share data only where necessary: with delivery partners to fulfil your order, with our payment provider to take payment, with IT and platform providers who host our services, and with regulators or authorities where we are legally required to. We do not sell your personal data.

How long we keep it

We keep pharmacy and medicine records for the period required by law and professional guidance, and other data for as long as needed for the purposes above.

Your rights

You have the right to access, correct, delete or restrict the use of your personal data, to object to processing and to data portability, and to withdraw consent at any time. To exercise any of these, contact us at support@stockmymedicine.co.uk. You also have the right to complain to the ICO at ico.org.uk.

Medicine Policy

StockMyMedicine is a registered pharmacy. The safe supply of medicines is our first priority, and a responsible pharmacist oversees the medicines we sell.

Categories of medicine

Medicines are classified as General Sale List (GSL), Pharmacy (P) or Prescription-Only (POM). At launch we supply GSL medicines and general health products. Pharmacy (P) and prescription-only medicines are supplied only where our pharmacy-supervised process is available for that product.

Safe supply & our right to refuse

Where required, you may be asked short health questions before a medicine can be supplied so that our pharmacist can check it is appropriate and safe for you. Our pharmacist may refuse or limit any sale of a medicine where it would not be safe, appropriate or lawful to supply — for example if the medicine is unsuitable for you, if the quantity requested is not clinically appropriate, or where there are signs of misuse. If we cannot supply, we will refund you.

Quantity limits & age restrictions

We apply sensible quantity limits on certain medicines (for example those containing paracetamol, aspirin or codeine) in line with the law and professional guidance, and some medicines have a minimum age of supply. We may decline orders that exceed safe quantities.

Using medicines safely

Always read the patient information leaflet supplied with your medicine and use it as directed. Keep all medicines out of the sight and reach of children. The information on our website is provided to help you choose a product and is not a substitute for advice from your doctor, pharmacist or other healthcare professional. If your symptoms persist or worsen, seek medical advice. In an emergency call 999 or NHS 111.

Reporting a side effect

If you experience a side effect from a medicine you can report it through the MHRA Yellow Card scheme at yellowcard.mhra.gov.uk. Please also let us know so our pharmacist is aware.

Terms & Conditions

These terms apply to your use of StockMyMedicine and to any contract of sale between you and AYP Healthcare Ltd.

Using our website

You agree to provide accurate information, to be old enough to buy the products you order, and not to misuse the site. We may update, suspend or withdraw the site or any product without notice.

Orders & contract

Your order is an offer to buy. A contract is formed only when we dispatch the goods (or, for a medicine, when our pharmacist has approved the supply and we dispatch it). We may decline or cancel an order — including where a product is unavailable, where there is a pricing or description error, or where a medicine cannot be safely supplied — and will refund any payment taken.

Pricing & payment

Prices are shown in pounds sterling (£) and include VAT where applicable. Our VAT number is GB 253 5936 85. We take payment through our secure payment provider. While we take care to price and describe products accurately, errors can occur; if we discover an error we will contact you before dispatch.

Liability

Nothing in these terms limits our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence. Subject to that, we are not liable for losses that were not reasonably foreseeable. Your statutory rights as a consumer are not affected.

Governing law

These terms are governed by the laws of England and Wales and are subject to the exclusive jurisdiction of its courts.

Complaints Policy

We want you to be happy with StockMyMedicine. If something has gone wrong, please tell us and we will put it right.

How to raise a complaint

Contact us at complaints@stockmymedicine.co.uk or by post to AYP Healthcare Ltd, 160-164 Lancaster Road North, Preston, PR1 2PZ, with your order number and a description of the issue. Complaints about a medicine or pharmacy service will be reviewed by our superintendent pharmacist.

What happens next

We will acknowledge your complaint within 2 working days and aim to provide a full response within 10 working days. If we need longer to investigate, we will keep you informed.

If you are still not satisfied

If we cannot resolve your complaint, you can raise concerns about our pharmacy with the General Pharmaceutical Council (GPhC), the regulator for pharmacies in Great Britain, at pharmacyregulation.org. For general consumer disputes you may also contact Citizens Advice.