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Terms & Conditions

Last updated: November 2026

This service is provided by Smart Pharm Ltd trading as MedsRus. These terms and conditions apply to your use of the MedsRus website (www.medsrus.co.uk) and to any order you place with us. Please read them carefully before ordering. By using the website or placing an order, you agree to these terms. If you do not agree with them, please do not use our website.

The MedsRus website is owned and operated by Smart Pharm Ltd trading as MedsRus, registered in England and Wales at Suite 18 Space House, Abbey Road, London, NW10 7SU, company number 08865278. If you have any questions about our website, please contact us:

Tel: 020 7018 7850

Email: sales@medsrus.co.uk

Contents:

Part 1 - Regulation

MedsRus is the online pharmacy of Smart Pharm Ltd, a pharmacy registered with the General Pharmaceutical Council (GPhC registration 9011292). Prescriptions are issued by UK-registered prescribers (GMC-registered doctors or GPhC-registered pharmacist independent prescribers) after reviewing your online consultation, and medicines are dispensed by our registered pharmacy. You can check our registration on the GPhC register.

Part 2 - Security & Privacy

Your privacy matters to us. Full details are in our privacy and cookie policy.

Smart Pharm Ltd uses security technology, including firewalls and encrypted (TLS/HTTPS) connections, to protect the information submitted through this website.

We do not have access to your full card details. They are transferred securely to our card payment provider, who processes them on our instructions.

We collect the personal information needed to set up your account, assess your consultation, take payment, deliver your order and answer your queries. We keep your information for the periods set out in our privacy policy.

Electronic transmissions are never completely private or secure, so please make sure any computer, tablet or smartphone you use to access your account is suitably protected.

Smart Pharm Ltd complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We only share your information as described in our privacy policy.

For some treatments, such as weight-loss medicines, we'll ask for your GP's details and, with your consent, let your GP know what we've prescribed. You can ask us to share information with your GP for any treatment.

Part 3 - Commitment Agreement

Our commitment to you:

  • Professional responsibility
  • A professional and transparent service
  • Taking all reasonable steps to protect your personal information

Your commitment to MedsRus:

  • Provide accurate information
  • Confirm you are aged 18 or over

Part 4 - Information and Advice

The information and advice MedsRus gives you is based on the information you supply to us. It is your responsibility to make sure this information is accurate. If it isn't (whether intentionally or not), this will affect the advice we give and the medicines we supply, and may have consequences for which we are not responsible.

Part 5 - Payment

By providing payment card details (where required), you confirm that you are authorised to use the card and authorise us, or our payment service provider, to take payment in full for the items in your order, any postage and packaging fees and any other charges that become due to us under these terms and conditions.

Part 6 - How orders for medicines are authorised

Private prescriptions: when you order a prescription medicine, you complete an online consultation. A UK prescriber reviews it and decides whether the treatment is safe and suitable for you. They may ask for more information, suggest a different treatment, or decline to prescribe. We only dispense once a prescription has been issued.

Pharmacy medicines: a pharmacist checks your answers before we supply.

NHS prescriptions: if you use our NHS prescription service, your GP issues your prescription electronically to our pharmacy, and we dispense it. We don't supply NHS items without a valid NHS prescription.

Part 7 - Delivery of orders

Our NHS registered pharmacy dispenses all medicines. Medicines are normally dispatched within 1-2 working days of the prescriber authorising your prescription. Orders sent by post go by Royal Mail tracked delivery or with our own drivers. Delivery options, cut-off times and our returns policy are explained on our delivery and returns page.

Part 8 - Cancellations, returns and refunds

If we can't supply: if our prescriber decides a treatment isn't suitable for you, or we can't fulfil your order, we'll refund you in full.

Cancelling a medicine order: you can cancel free of charge at any time until our pharmacy accepts your order for dispensing. Call or email us with your order number as soon as you can.

Changing your mind about non-medicine products: you can cancel an order for non-medicine products (for example skin care, supplements or toothpaste) within 14 days of receiving it, and return it unopened at your own cost. We'll refund you within 14 days of getting it back.

Medicines: for safety reasons, we can't accept returns of medicines once they've been dispensed, unless they're faulty, damaged or not as described, or we've made an error.

Refunds go back to your original payment method, usually within 3-5 working days (occasionally up to 14 days).

Part 9 - Complaints Procedure

If you're unhappy with any part of our service, please contact us at sales@medsrus.co.uk or call 020 7018 7850. We'll acknowledge your complaint within 2 working days and aim to resolve it within 20 working days. If it's urgent, please phone us.

If you're not satisfied with our response, you can contact the General Pharmaceutical Council about pharmacy services, or the Information Commissioner's Office about data protection. For NHS services, you can also use the NHS complaints procedure.

Part 10 - Notification of Errors

Please check each delivery promptly when it arrives. If you believe items have been sent to you in error, contact us straight away on 020 7018 7850 or at sales@medsrus.co.uk.

Part 11 - Information on this website

We take care to make sure the information on our website about our business, services and products is accurate. However, things can change, so information may occasionally be out of date. The general medical information on the website is not a substitute for specific and personalised medical advice and should not be read or used as such.

Links to other websites: we link to websites owned and controlled by third parties, such as health resources. These links are provided only for your convenience; we have no control over those websites and no liability for them.

Part 12 - Third-party rights

Nothing in these terms and conditions is intended to, nor shall it, grant a benefit to any third party under the Contracts (Rights of Third Parties) Act 1999, and a person who is not a party to these terms has no rights to enforce them.

Part 13 - Changes to these terms

We may update these terms from time to time. The terms that apply to your order are the ones in force when you place it, unless a change is required by law.

Part 14 - Our liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can't be limited by law. Nothing in these terms affects your statutory rights as a consumer.

Part 15 - Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.