Privacy Policy

This Privacy Policy governs the manner in which Springpharm Limited collects, uses, maintains and discloses information collected from users (each, a "User") of the Springpharm website ("Site"). This privacy policy applies to the Site and all products and services offered by Springpharm Limited

Personal identification information

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, place an order, subscribe to the newsletter, respond to a survey, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.

Non-personal identification information

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.

Web browser cookies

Our Site may use "cookies" to enhance User experience. User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

How we use collected information

We may collect and use Users personal information for the following purposes:

  • - To improve customer service
    Information you provide helps us respond to your customer service requests and support needs more efficiently.
  • - To personalise user experience
    We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
  • - To improve our Site
    We may use feedback you provide to improve our products and services.
  • - To process payments
    We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
  • - To send periodic emails
    We may use the email address to send User information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests.

How we protect your information

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorised access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

Our Site is in compliance with PCI vulnerability standards in order to create as secure of an environment as possible for Users.

 

Sharing your personal information

We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.

Third party websites

Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website's own terms and policies.

Changes to this privacy policy

Springpharm Limited has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications

 

Definitions

 

  • Terms & Conditions” include this document together with any documents referred to on it and shall be incorporated into every contract for the supply of any of the Products or Services provided by Springpharm Limited. Terms & Conditions will be amended from time to time and the latest version can be found on the Springpharm Site, included with a new account registration form, present in the price list published periodically or can be requested in hard copy from Springpharm Limited.
  • Site” means our website with all URLs being Springpharm.co.uk or versions thereof.
  • “We” or “Us” means Springpharm and is operated by Springpharm Limited. Springpharm Limited is registered in England and Wales (Registration Number 04685181 and Registered Office  Address, 13 Mercian Park, Felspar Road, Tamworth B77 4DP).
  • Customer” is the person, nominated agent or company that is entering into a contract with Springpharm. Springpharm is only intended for use by aesthetic practitioners and their               representatives’ resident in the UK.  Customers must be legally capable of entering into a binding  contract and must be over the age of 18 years.
  • Contract” means the Contract undertaken by Us and the Customer for the supply of Products or Services however the Contract is entered or communicated.  Any contract between Us and the       Customer is binding between Us and the Customer and on any respective successors and assignees.
  • Prescription Only Medication (POMs)” includes any products that require the authority of a suitably qualified prescriber before they can be supplied. The prescriber must be fully insured and hold full and current registration with their professional body.  In the case of an agent or company, they must have full authority to act on behalf of an appropriately registered and qualified prescriber.  POMs can be ordered on a private prescription for use on a named patient basis and will be exempt from VAT.  
  • Products or Services” are supplied or provided by Springpharm as part of the Contract with the Customer. Products or Services may be provided by a third party on behalf of Springpharm, in these circumstances, these Terms & Conditions will still remain in operation.
  • VAT” means Value Added Tax chargeable under the Value Added Tax Act 1994 and includes any replacement or additional tax incurred.  
  • Please read these Terms & Conditions carefully. You should understand that by using our site or    ordering any of our Products or Services, you indicate that you accept and agree to be bound by these Terms & Conditions and our Privacy Policy.  If you do not agree to these Terms & Conditions, please refrain from using Springpharm.

 

Delivery Policy

Here at Springpharm Limited we pride ourselves on excellent customer service.

We know that you don't want to wait days for your order to arrive. That's why we send every order within the UK Mainland by Trax, DPD or DX. Which means that, all being well, you should receive your parcel the following working day after it has been despatched or within 3-5 day if you have requested our standard delivery service. (This is for Non Cold Chain Items only).

What's more, any order that we receive before 4pm on a working day will be despatched on the same day! Orders received after the cut off time will be processed for dispatch the next working day. (Cold Chain will only be sent on a Friday if upgraded to a Saturday Delivery)

However, although we promise to despatch your order quickly, it should be remembered that delivery is not guaranteed within this timescale and parcels can occasionally take longer to reach their destinations. It is the buyers responsibility to confirm the address for delivery EVERY TIME an order is placed. Springpharm Limited, cannot be held responsible for consequential loss or damages for delays in delivery. All deliveries need to be signed for and it is the buyers responsibility to ensure there is someone to take delivery. We cannot specify delivery times other than within the range of the paid timed deliveries. If a courier provides you with a more specific delivery time via email/sms, this should be taken as a guide only and this is the couriers reasonability to ensure timed delivery, not Springpharm Limited.

Parcels sent to Northern Ireland, the Isle of Man, Isles of Scilly, the Channel Islands, certain parts of Scotland, Europe and the rest of the world may take a little longer to arrive.

There are certain items that we are unable to post overseas and if this is the case with any part of your order we will contact you by email.

How will my parcel be sent UK mainland?

Standard postage cost £6.40 dependent on the weight and size of your order and will be sent Royal Mail Second Class and should take 2 - 4 working days for delivery. Should the item not arrive within this time scale please contact your local sorting office to ensure that they are not holding the item for you. Please note that Royal Mail do not class an item missing until 15 working days has passed as they say it can still be delivered until this time. Replacements for undelivered orders won't be possible until after this time.

Next Day Delivery for multiple orders or large items (On Orders before 4pm) will be sent using our courier.

Next Day Delivery costs from £8.99, for two or more item(s) these will be charged per box sent using Trax, DPD or Dx and should be with you Next Day

How will my item(s) be sent to Republic of Ireland.

We have managed to secure extremely good courier rates to the Republic and therefore all items will be sent using Trax, DPD or Dx.

How will my item(s) be sent Western Europe?

All items will be sent using a company with traceable software.

Please note our shipping charges do not allow for any charges levied by Customs in the destination country, nor do we accept responsibility for paying such charges.

How will my item(s) be sent rest of the World?

Due to the fact that Royal Mail Air Mail is not tracked and can sometimes take up to 1 month for delivery, we have taken the decision to send all items to the rest of the world by Courier. This does mean extra cost but a much better and more efficient service.

Please note we have made every effort to make our shipping charges as accurate as possible, however occasionally the amount charged may be insufficient to cover the cost. If this is the case you will be given the opportunity to either pay the additional amount or alternatively we can cancel your order and issue a full refund.

How will I know when my order has been dispatched?

When your order has been dispatched you will receive an e-mail notification advising of this.

Help! I haven't received my parcel, what should I do?

Contact us - we will do anything we can to help. If an item sent by Royal Mail has not been received it can often be found at the local sorting office awaiting collection. If not, the Royal Mail has a specific procedure that we can follow in the event of a missing parcel.

If your order has been dispatched with Trax, DPD or Dx then we can track and trace it using their online system.

For deliveries to Europe and the rest of the world, if your item is not collected and is returned to us then we will issue a refund minus the cost of postage to <company name>. If not received, these items will not be deemed to be missing until two weeks have passed.

 

 

Returns, Refund and Cancellation Policy

We operate a returns policy for unwanted and faulty goods. Should you need to return any item to us for any reason please contact us first by telephone or e-mail - see our Contact page.

Unwanted Goods

For safety and hygiene reasons, we do not allow the return of medicines and medical aesthetic products unless there has been a transportation / delivery problem i.e. goods that are damaged on arrival. All product efficacy issues should be reported directly to the manufacturer.

Faulty Goods

If any of the goods are faulty we will either refund the cost amount in full or send you a replacement free of charge. All faulty items should be highlighted to us within 7hrs of being delivered and returned to us within 7 working days if we have given you an authorisation code.

Exchanging goods

If you would like to exchange any items please contact us and we will do our best to get your exchanged items to you. Please be aware that you are responsible for the cost of sending the unwanted item back to us and also the shipping costs for sending out the exchange item.

For safety and hygiene reasons, we do not allow the return of medicines and medical aesthetic products unless there has been a transportation / delivery problem i.e. goods that are damaged on arrival. All product efficacy issues should be reported directly to the manufacturer.

Changing or cancelling an order

You have the right to cancel your order before it is dispatched. If your order has already been dispatched we cannot cancel or add anymore items and you will be required to place an additional order.

If you would like to amend your order and the order has not been dispatched we will happily take payment of the extra items and send all items out together.

Will any return costs be refunded?

If you return something because of an error on our part or because it's damaged or defective, we will refund any charges incurred in returning the item to us (either by a personalised pre-paid return label or by refunding your return postage costs.

We'll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

My Payment Card has changed/expired. How will I receive my refund?

We process all refunds to the original card / bank account used when you placed your order. If your card has expired we will send a cheque to cover any refund costs.

 

When will I receive my refund?

We action all refunds the same day we receive the goods back and it can take up to 3 working days for the refund to show on you card.

Private Prescriptions

Any issues must be reported to our Customer Services team customerservices@Springpharm.co.uk within 7 hours upon receipt of delivery with full details. A Returns Request Form must be completed and returned to us within 48 hours via fax or email. Your return will then be under review to determine whether it should be approved or denied. A confirmation email will be sent to you with the decision within 7 working days.

If your return request is approved, this will indicate a pre-authorisation. Springpharm Ltd does not agree to credit or exchange any item(s) until the Returns Department has inspected and confirmed that they are in an adequate condition. Products that fail inspection upon return will be destroyed or returned at the cost of the customer. Please do not send any goods back to us without prior permission.

Wholesale & Signed Orders

Any issues must be reported to our Customer Services team customerservies@Springpharm.co.uk within 7 hours upon receipt of delivery with full details. A Returns Request Form must be completed and returned to us within 48 hours via fax or email. Your return will then be under review to determine whether it should be approved or denied. A confirmation email will be sent to you with the decision within 7 working days.

If your return request is approved, this will indicate a pre-authorisation. Springpharm Ltd does not agree to credit or exchange any item(s) until the Returns Department has inspected and confirmed that they are in an adequate condition. Products that fail inspection upon return will be destroyed or returned at the cost of the customer. Please do not send any goods back to us without prior permission.

GUIDANCE ON ORDERING ITEMS ON A PRESCRIPTION OR A SIGNED ORDER

This guidance is intended to be used as a reference when ordering prescription only medicines or items on a prescription. 

PRESCRIPTIONS

Private prescriptions can be written for a patient who requires a medicine or medical device. The items ordered on a prescription are for the patient named on that prescription and should not be used for a different patient. The prescription must be signed by a registered doctor, dentist or independent prescriber.   The prescription must meet all the legal requirements of a prescription for it to be valid.

When an aesthetic treatment is prescribed and it is intended to be injected into the patient the prescriber must perform a face to face consultation with the patient for that prescription.

There are several ways to play an order with Springpharm. You can use our website www.Springpharm.co.uk, fax or email a copy of the prescription through to the pharmacy, however, the original must be received by the Pharmacy within 72 hours. This is a legal requirement for the prescriber to ensure is complete.  Lastly you can email your order and then upon collecting your order provide us with the original prescriptions.

The prescription must contain the following information for it to be a complete:

  • Patient Name
  • Patient Address
  • Patient Age if under 12 years old
  • Particulars of Prescriber
  • Address of Prescriber
  • Signature of Prescriber (signed in ink)
  • Date

 

SIGNED ORDERS

The other way to order a prescription only medicine, which is intended to be used in clinics and not on a specific patient is to use a signed order. A signed order can be issued by a UK registered doctor, dentist or pharmacist. One benefit of signed order is that it will allow a clinic to order large quantities of items which can be stored in the clinic, although all quantities are at the discretion of the responsible pharmacist on that day. Similarly, you can place a signed order by faxing or emailing a copy to the pharmacy and then it is a legal requirement from the original signed order to be received within the pharmacy within 72 hours.

Nurses are unable to order stock items using a signed order as they are not listed on schedule 17 or 22 of the Human Medicines Regulations 2012. Signed order can only be issued by UK registered Doctor, Dentists and Pharmacist.

The signed order must contain the following information for it to be a complete:

  • Details of UK Doctor or Dentist
  • Signature of Prescriber
  • Date
  • Purpose of order
  • Items
  • Address to be delivered to

A signed order cannot be used to order unlicensed medicine in the UK.