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Need help? 0121 772 5955
Need help? 0121 772 5955

The online services available on this website are provided by TWILIGHT UK LIMITED trading as ‘Twilight Pharmacy’.

By accessing and availing of the services herein you are confirming that you understand and agree to be legally bound be these terms and conditions.

The terms and conditions described here apply to your access and usage of services provided by the Twilight Pharmacy website (www.TwilightPharmacy.co.uk) and any services which are provided by telephone.

Please take the time to read and understand the terms and conditions included here before accessing and/or purchasing any items available on www.TwilightPharmacy.co.uk.

If you do not agree with the terms herein please do not access our website.

This website is owned by Twilight Pharmacy which is a trading name of TWILIGHT UK LIMITED, registered in the UK at 309 Bolton Road, Memorial Health Centre, Birmingham, West Midlands, United Kingdom, B10 0AU, company registration: 05807556.

If you have any questions or would like clarification on any of the terms and conditions or any other aspect of our website/service please contact us using the details found at the bottom of the page.

Our regulatory commitment to you

TWILIGHT UK LIMITED is registered with the NHS and the General Pharmaceutical Council to provide pharmacy services.

Twilight Pharmacy offers information, advice and treatment for a range of medical conditions. Any consultations which take place are with appropriately qualified healthcare professionals who comply with the regulations set by their respective professional bodies.

Security and Privacy

At Twilight Pharmacy we are committed to protecting and respecting your privacy. Please read our privacy policy for further information.

We will use appropriate measures including firewalls and industry standard website security (SSL) to protect any information you submit via our website.

Any payment information which is supplied by you is transmitted directly to our payment processing partner(s) who will securely process it in accordance with regulations.

As per our privacy policy we will gather certain personal information which is necessary for you to avail of our services. This information is only kept for as long as is necessary.

As is the nature of electronic transmissions cannot guarantee that our website will be free from bugs/viruses. It is your responsibility to configure your technology/computer/program/platform when accessing our website. We would recommend the use of an appropriate virus protection software.

You must not misuse our site by knowingly introducing viruses, trojans, worms or other material which is considered malicious and harmful.

Working together

At Twilight Pharmacy we endeavour to abide by the following principles

  • Ensure transparency at all stages of the customer experience
  • Ensure professionalism throughout
  • To prescribe in the patients’ best interest
  • Ensure a safe, secure and efficient customer experience
  • Protect and safeguard any and all information entrusted to us by our customers.

We depend on our customers to

  • Provide honest and accurate information
  • Read the information leaflets we provide with your order and get in touch if there is anything you need further clarification on.
  • Abide by any instructions and advice given by us
  • Notify the pharmacy of any side-effects or concerns promptly

Registering to use our site

In order to access our services and purchase the products included therein it is necessary to register and create a secure online patient record and account.

We reserve the right to terminate or suspend your account if we believe it is being used otherwise than in accordance with the terms and conditions included here.

When registering you:

  • Agree that the account is solely for yourself and not to be used to order medical items on behalf of anyone else.
  • Agree to keep your username and password confidential
  • Agree not to share your login details
  • Agree not to create more than one account with our site
  • Confirm you are aged 18 or over.

Your responsibilities

Any services and/or products supplied to you via the Twilight Pharmacy website or via telephone are provided on the basis of the information you have supplied us. It is your responsibility to ensure that the information given to us is accurate and correct; failing to do so will affect the services and/or products we provide to you.

Any damages – material or immaterial – incurred as a result of providing inaccurate or false information will be the sole responsibility of the customer/patient and TWILIGHT UK LIMITED/Twilight Pharmacy will not be held liable.

Price Promise

Every effort is made to ensure pricing is correct and accurate at all times. Prices will be regularly reviewed to ensure we remain competitive and as such prices may differ from time to time – this may be in part due to greater or lower costs incurred in procuring any particular item.

We will price match any product against any other retailer, online or in store. We’ll also match discount codes.

Retailers must be in the UK, we will match the cost of any products (excluding delivery charges) offered on identical terms where we are able to check the price and stock availability. The product must be in stock and available for delivery.

Placing your order

In providing our services or selling products listed on our website it may be necessary for Twilight Pharmacy to conduct a clinical assessment for the requested items before we are able to make supply. This will take into account any responses you have provided but also ordering history.

By placing an order and providing the necessary information you agree for us to conduct this assessment.

Legal and professional codes of conduct and good practice restrictions may place limits on the number of doses and frequency of supply we are allowed to supply to you.

We hold no obligation to supply the quantity requested particularly where this exceeds the permitted maximum.

We will only communicate any necessary reduction in quantity with yourself and refund the difference appropriately.

In some circumstances it may be necessary to wholly reject any order.

Paying for your order

Providing payment card details confirms to us that you are authorise to use the card and authorise us or our payment provider to take payment for any items or services you purchase from us including any associated costs such as consultation fees and/or postage & packaging costs.

Receiving your order

All items will be prepared, dispensed, packed and despatched at our pharmacy premises.
Orders placed before 3pm Mon-Fri will be despatched the same working day, orders placed after 3pm will be despatched on Monday.
Where an item is not available or in short supply there may be a delay of 24-48 hours in despatch whilst we work to procure the product – will communicate any delays to you via your message centre.

All items are despatched via Royal Mail – the service will depend on what you select at checkout. We primarily use Tracked 24, Tracked 48 and Special Delivery.

Zero Tolerance Policy

Twilight Pharmacy takes it very seriously if a member of its staff or prescribing team is treated in an abusive, violent, intimidating or coercive way. 

Twilight Pharmacy supports the governments ‘Zero Tolerance’ campaign for health service staff. This states that healthcare professionals and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services, a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful and sensitive to all patients’ individual needs and circumstances. Whilst we understand that patients may not always act in a reasonable manner when unwell or seeking treatment, this will be taken into consideration when trying to deal with a misunderstanding or complaint. 

However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in all services being withdrawn without notice and, in extreme cases, the Police can be contacted. 

In order for Twilight Pharmacy to maintain good relations with their patients, we would like to ask all services users to read and take note of the occasional types of behaviour that would be found unacceptable. 

  • Any physical violence towards any member of the Twilight Pharmacy team or other patients, such as pushing or shoving
  • Verbal abuse towards the staff in any form including verbally insulting the staff (including healthcare professionals and support staff)
  • Racial abuse and sexual harassment will not be tolerated within this organisation
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot where appropriate. 
  • Obtaining drugs and/or medical services fraudulently

We ask you to treat the staff and healthcare professionals at Twilight Pharmacy courteously at all times. 

Other policies which may apply

Please see the bottom of the web page for any other policies which may apply to you.

Changes to our policies or our site

Our terms and conditions alongside other policies may be updated from time to time.
It is your responsibility to check the terms and conditions and any other policies which apply to your usage of our site at the time you access it.
Any major changes may be communicated to you via e-mail where we have permission to contact you and where we feel it is necessary.

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