Delivery and Product Handling T&C's
8.1 Delivery Method
All medicines are dispatched by a registered parcel delivery service to the delivery address provided at the time the prescription is issued. Delivery personnel may require instructions to be followed for safe handover. It is the recipient’s responsibility to ensure that medicines cannot be accessed by others, including children or animals.
Delivery charges are non refundable once a parcel has left the pharmacy.
8.2 Responsibility and Title
Responsibility for the medicines transfers to the patient once delivery has been made to the address supplied. Ownership transfers at the point of delivery, subject to all legal and pharmacy requirements regarding prescription-only medication.
8.3 Missing, Undelivered or Incorrectly Addressed Parcels
If a parcel is missing or undelivered, the patient or clinic must notify CloudRx within 5 working days so we can investigate with the courier.
• If the courier confirms the parcel is lost and CloudRx dispatched it correctly, CloudRx may issue a replacement in accordance with our delivery liability policy.
• CloudRx is not responsible for delays or delivery failures caused by incorrect or incomplete address details provided by the patient or clinic.
• If a parcel is returned due to incorrect address details, failed delivery attempts, or failure to collect from the depot, redelivery costs are chargeable to the clinic or patient.
• For fridge-line medicines, any return or delay that results in exceeding the 72-hour cold-chain window renders the product unsuitable for use, and the full product cost is chargeable.
8.4 Responsibility to Receive Delivery
It is the patient’s responsibility to ensure they are able to receive the delivery at the address provided. If delivery is attempted and the patient is unavailable, or if the parcel is not collected within the courier’s timeframe, the medication may become unusable.
• Where an order is returned under these circumstances, CloudRx cannot offer a free replacement or refund.
• A replacement can only be issued if the medication has remained within acceptable temperature and handling conditions, confirmed by the CloudRx pharmacy team.
• Any fridge-line item exceeding the 72-hour cold-chain window due to unsuccessful delivery attempts is fully chargeable to the clinic or patient.
9. Returns, Faults and Medication Issues
9.1 Returns Policy
For patient safety and regulatory compliance, CloudRx cannot accept returns of prescription medication once it has left the pharmacy. Any unwanted medication should be disposed of safely or returned to a local pharmacy for appropriate destruction.
9.2 Faulty, Damaged or Incorrect Products
If a patient receives medication that is faulty, damaged or incorrect, they must notify CloudRx immediately upon receipt. Photographic evidence or other supporting information may be required.
• Items suspected to be faulty may need to be returned to CloudRx for investigation.
• If a defect is confirmed, CloudRx will provide a replacement at no additional cost.
• If the patient requires medication before the investigation concludes, a new paid order must be placed.
• For incorrect items supplied due to CloudRx error, the correct medication will be dispatched at no cost, and the patient may be required to return or destroy the incorrect item.
• For fridge-line products, any temperature breach not caused by CloudRx or the courier results in the full product cost remaining chargeable.
9.3 Perceived Ineffectiveness of Medication
This policy applies only to products that are physically faulty, damaged or incorrect. Perceived ineffectiveness does not constitute a defect. Patients with concerns about treatment response, dosing or suitability should consult the prescriber for clinical advice.