Everything you need to know about our delivery, returns, and refunds. Including how long our deliveries take, where we ship to, and how to contact us if you need to.
The My BMI website(s) are owned and operated by My Health Online Limited, a company registered in the England and Wales with company number 12555647 with our registered office and main trading address at: 35 Greenhey Place, Skelmersdale, Lancashire, England, WN8 9SA
These Terms of Sale (“Terms”) govern your purchase of medication and other products (collectively, “Products”) from My BMI
You agree to be bound by these Terms of Sale when you purchase products or services from us.
If you do not agree to be bound by these Terms of Sale, do not purchase products or services from us.
If you need any help or have any questions regarding our products and services.
Email to support@my-bmi.co.uk
We reserve the right to update, change or replace any part of these Terms of Sale from time to time at our discretion. If we do so, the updated version will be effective as soon as it is accessible on our website. Please review these Terms of Sale before each order you place so that you are aware of any changes to them. Your continued use of My BMI’s products and services following the posting of any changes constitutes acceptance of those changes.
Prescribing & Consultation
All consultation and prescribing, is carried out by GPhC registered medical practitioners.
Dispensing & Delivery of Medication Plans
UK and NI Customers- Dispensing is carried out by our partner Pharmacy Innox Trading Limited T/A Chemist4U 34a-37 Greenhey Place, Skelmersdale, WN8 9SA.
Chemist4u is registered with the General Pharmaceutical Council (GPhC). Their GPhC reference number is 9011784.
We require identification verification for all accounts, this is to ensure we are fully compliant with the GHPC.
If your identity has not been confirmed by issuer of the prescription we will seek to confirm your identity.
Our verification partners are:
Our verification partners will match your data to a database of public resources to determine whether the information you have provided us is indeed correct. The data we pass on to our verification partners are the following:
If we are unable to verify your identity in this way, you will receive an email asking you to provide us with a copy of your passport, driver’s licence, birth certificate or residence permit. These are all securely stored with E Pharm NI and are required in order to process your order if the verification carried out by our verification partners fails.
Some of our products and services require you to complete an online consultation (this includes a short questionnaire about your health and wellbeing that you take before receiving treatment).
You must complete the online consultation truthfully and to the best of your knowledge.
The online consultation should be completed by you, for you.
It is very important that if you are unsure of an answer, you check it with your regular healthcare provider, eg GP.
We and our partners, including our prescribers, will rely on your responses for the purposes of medical assessment and to determine if the treatment is suitable for you.
If you don’t understand something in the questionnaire, please contact us and we’ll give you any information you need
You should always tell your GP about any treatment and medication we supply. We will give you the option of passing on your information to your GP during the online consultation process.
Some of our services may result in the provision of a prescription for a range of prescription and over-the-counter medications.
All medications are dispensed by our partner pharmacy under the supervision of a registered pharmacist and sourced from reputable suppliers.
You should inform your GP about any medication we or our partner pharmacy supply.
By receiving a prescription from My BMI you are creating an electronic patient record within My BMI which will contain the following information:
A record of these Terms of Sale and the Privacy Policy which you accepted.
You acknowledge and agree that we may archive your electronic patient records including your personal information and treatments for a minimum of 8 years following your last order or prescription.
If there are any changes in your medical condition (new diagnosis, new medication, etc.) you are required to email support@my-bmi.co.uk to let us know. Any updates in your medical situation could affect your suitability for treatment.
At the end of the online consultation, you may be given the option to show a preference for a treatment option.
Our clinical team and licensed prescribers need to know about your condition, any medication you may currently be using, potential allergies, and anything else that can help them assess whether the treatment you’ve selected is the right one for you.
A member of our clinical team will review your responses and assess your suitability for treatment. We may contact you via email for additional information if necessary. If you fail to respond to a request for more information, we may reject your request for a treatment.
You must be at least 18 years of age to utilise the My BMI service, and you must be a resident in the United Kingdom. Our partner pharmacy delivers products only to addresses in the United Kingdom.
The pharmacy will aim to process your prescription within 24-48 hours of receiving payment
If we decide that your selected treatment is not suitable for you, we will reject your prescription, and you will be notified via email. You will also be informed of the reasons for this rejection. Please note, if your request for treatment is rejected, you will not be charged.
Please note that professional codes of conduct and legal restrictions may limit the quantity and frequency of any product we are permitted to supply to you.
Please note that for safety reasons, we do not accept returns of prescription medicines.
In order to cancel your order please email support@my-bmi.co.uk and we will be able to instruct our clinical team to reject your order. You will not be charged.
You may only return prescription medicine to us in the event that we have made a mistake in fulfilling your order or your order is not as described, or is damaged or faulty in some way.
We reserve the right to refuse, pause or cancel fulfilment of your prescriptions if the following occur:
Our Partner pharmacy will arrange your prescription items for delivery. They use a reliable courier service to deliver your orders. You will be provided with tracking information for your order. We are not responsible for delays caused by the courier service.
You can cancel your order up until the point it has been transferred to the pharmacy for despatch.
For reasons of health, hygiene safety, copyright and legality we our our partner pharmacy do not accept returns of medical products, including prescription or non-prescription medicine.
If you have unwanted medicine please take it to a local pharmacy for safe disposal.
As this is the case we are unable to offer refunds for returned prescription treatments unless they fall under the below reasons.
It is damaged, defective, or if the wrong product has been sent to you. On some occasions we may require evidence such as a photo of damaged, defective, or wrongly received treatment. We are unable to reimburse the cost of return delivery.
If the product, including medical products, is damaged or defective, or the wrong treatment has been sent please let us know and we will either replace the product, or refund you the amount paid by you for the product in question.
You must return the product to our partner pharmacy in accordance with our reasonable request as soon as possible after informing us that the product is damaged or defective. We are happy to accept requests for refunds for any products that are damaged, defective or have been issued in error, for up to 2 months after you received your item.
If you are entitled to a refund, the price paid for the product will be refunded to you by the same method that you used to pay. Refunds will be made once the matter is settled between our customer care team and yourself. You should expect your refund to reach your bank within 4-5 working days of it being issued.
You are responsible for checking that the medicine is the correct medicine and that such medicine is not damaged in any way. Do not consume any medicine which is not the medicine prescribed by your health care provider or which is damaged on arrival. Instead you should contact us and we shall resupply or refund you as set out above.
All product information is for educational purposes and we make no assurances or guarantees as to its completeness, accuracy, or whether it is up to date.
Always read all product packaging and labels carefully before use.
If you purchase medicine in advance, please always check the date on the box to make sure it’s not out of date.
Please make sure that only you have access to your medicines.
In the event of a medical emergency, call a doctor or emergency services immediately.
All unused medication should be returned to your local pharmacy for safe disposal.
We may cancel your order if:
If we do cancel your order we will notify you by email and will refund you all sums paid within 30 days. We will not be obliged to offer any additional compensation for any disappointment suffered.
We are responsible for ensuring the Products and Services we supply are of good quality and meet the information provided on our website. Our liability to you is limited to the cost of the Products and Services you have purchased. We are not liable for any indirect or consequential losses arising from your use of the Products or Services.
All of the content on My BMI is to be considered general information and not intended to amount to medical advice. If you are seeking medical advice, you should contact a doctor or clinician and refrain from taking any action regarding your health based on the content of My BMI. If you have any questions, please email support@my-bmi.co.uk and we will arrange for you to have a consultation with a clinician.
We cannot accept liability for any damages which result from:
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors, and for fraud or fraudulent misrepresentation.
You agree that our service does not replace your general healthcare provider.
Please see our Make a Complaint page.
If any provision of these Terms of Sale is held by a court of competent jurisdiction to be invalid or unenforceable, then such provision shall be construed, as nearly as possible, to reflect the intentions of the parties and all other provisions shall remain in full force and effect.
Our failure to exercise or enforce any right or provision of these Terms of Sale shall not constitute a waiver of such right or provision.
These Terms of Sale, the subject matter and formation, are governed by the law of England and Wales You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.
Last updated: 27/01/2025 at 16:17pm
