Terms & Conditions
Last updated: September 2026
These Terms and Conditions ("Terms") apply to your use of proctershealth.co.uk and to orders placed through the Procters Health online shop.
The website and online shop are operated by A. Procter and Son Limited, trading as Procters Health and Procters Pharmacy ("Procters", "we", "us", "our").
By placing an order, you agree to these Terms. Nothing in these Terms affects your statutory rights as a consumer.
About us
A. Procter and Son Limited
Company number: 00254256
VAT registration number: 190660167
Registered office: 7-9 The Avenue, Eastbourne, East Sussex, BN21 3YA
We are a family-run community pharmacy and healthcare retailer based in East Sussex.
Our registered pharmacies are:
Procters Pharmacy, Heathfield High Street
63 High Street, Heathfield, East Sussex, TN21 8HU
GPhC registration: 1036203
Procters Pharmacy, Heathfield Station Road
1 Station Road, Heathfield, East Sussex, TN21 8LD
GPhC registration: 1036204
Procters Pharmacy, Polegate
69 High Street, Polegate, East Sussex, BN26 6AH
GPhC registration: 1036255
Superintendent Pharmacist: Peter Jaeger
Medicines ordered through our online shop are supplied through our registered pharmacy operation at Polegate.
Eligibility
You must be at least 18 years old to place an order through our website.
By placing an order, you confirm that you are aged 18 or over and have legal capacity to enter into a contract with us.
We may introduce additional age, identity or other checks for particular products where required for legal, regulatory or safety reasons.
Products and product information
We take reasonable care to ensure that descriptions, images, prices, dimensions and other product information are accurate.
Images are illustrative and packaging, colour, labelling or presentation may occasionally differ from that shown, particularly where a manufacturer changes its packaging.
If we discover a material error affecting a product or its price before we accept your order, we will contact you where appropriate and may ask whether you wish to proceed at the correct price or cancel the affected item.
Medicines
Some products available through our online shop are medicines, including General Sales List ("GSL") medicines.
Medicines must be used in accordance with their label and patient information leaflet. Please read these before use.
If you are pregnant or breastfeeding, take other medicines, have an existing health condition, are unsure whether a medicine is suitable for you, or symptoms persist or worsen, speak to a pharmacist or other appropriate healthcare professional.
Medicine safety and quantity limits
The sale of medicines is subject to additional safety controls.
We may:
- restrict the quantity of an individual medicine or category of medicines that can be purchased;
- apply combined limits across products containing the same or similar active ingredients;
- ask for additional information before supplying a medicine;
- refer an order for pharmacist review;
- reduce the quantity supplied; or
- refuse or cancel the supply of a medicine where we consider this necessary for patient safety, regulatory compliance or appropriate use.
Quantity limits may be stricter than the maximum quantity technically available through the website.
You must not attempt to circumvent medicine limits by placing multiple orders, using multiple customer accounts, changing delivery details or otherwise dividing a purchase.
If we cancel or reduce a medicine order after payment has been taken, we will refund the amount relating to the products we do not supply.
Discount codes, promotions and medicines
Promotional offers may apply to eligible General Sales List ("GSL") medicines where stated.
All promotions involving medicines remain subject to our medicine-safety controls, quantity limits and any product-specific exclusions. A promotional offer does not increase the quantity of medicine that a customer is permitted to purchase.
Discounts on GSL medicines
Percentage discounts, fixed-value discounts, promotional prices and eligible basket discounts may apply to GSL medicines where the terms of the relevant promotion allow.
Not every promotion applies to every medicine. We may exclude particular medicines or categories of medicines from a promotion where we consider this appropriate for patient safety, responsible use, pharmacy practice or regulatory compliance.
Any medicine quantity limits continue to apply regardless of the price or promotional offer. We may reduce, refuse or cancel the supply of a medicine where we consider this necessary in accordance with the medicine-safety provisions of these Terms.
Medicine promotions we do not offer
We do not use promotions designed to encourage customers to purchase increased quantities of medicines.
Unless expressly stated otherwise following appropriate review, the following do not apply to medicines:
- multi-buy or quantity-based savings;
- buy-one-get-one or similar offers;
- discounted bundle promotions where purchasing additional products increases the saving on a medicine;
- free gifts offered specifically in return for purchasing medicines;
- cashback or promotional store credit linked specifically to medicine purchases; or
- other promotions designed primarily to encourage the purchase of additional quantities of a medicine.
We do not provide free samples of medicines for promotional purposes.
Medicine prices
The selling price of a medicine may change from time to time because of changes in purchasing cost, recommended pricing, market conditions, our normal pricing decisions or an eligible promotional offer.
Where a promotional saving applies to a medicine, the relevant promotion terms, eligibility requirements and expiry date may also apply.
Medicine-safety controls, quantity limits and pharmacist decisions apply regardless of whether a medicine is being sold at its usual price or at a promotional price.
Delivery promotions
Free or reduced-price delivery may occasionally be available where an order meets the conditions of a delivery promotion.
A delivery promotion may apply to an order that contains medicines. It applies to the delivery charge and does not affect any medicine-safety controls or quantity limits.
We may exclude particular medicines, categories of medicines or medicine expenditure from a delivery promotion where we consider this necessary for safety, operational or regulatory reasons.
General discount-code conditions
Unless a promotion states otherwise, discount codes:
- apply only to eligible products;
- may include eligible GSL medicines;
- may exclude specified medicines or categories of medicines;
- cannot be exchanged for cash;
- cannot be applied retrospectively to completed orders;
- may have minimum-spend, expiry, customer or product restrictions; and
- may not be combined with another promotion where the promotion terms prohibit this.
References in promotional material to discounts such as "sitewide", "everything", "your whole order" or similar wording remain subject to the eligibility requirements and exclusions stated in the relevant promotion.
We may refuse or withdraw a promotional benefit where a code has been used fraudulently, contrary to its stated conditions or in an attempt to circumvent medicine-safety restrictions.
Withdrawal of a promotion will not affect an order that we have already accepted unless we are legally entitled to make that change.
Placing an order
Adding an item to your basket does not reserve it.
When you complete checkout, you are making an offer to purchase the products in your order.
An automated order-confirmation email confirms that we have received your order. It does not necessarily mean that we have accepted it.
We accept your order when we send confirmation that the goods have been dispatched or, for click and collect orders, when we confirm that the order is ready for collection.
A contract between you and us is formed at that point.
If we take payment before accepting an order and subsequently cannot accept it, we will refund the relevant amount.
When we may refuse an order
Before accepting an order, we may refuse all or part of it for legitimate reasons including:
- a product being unavailable;
- an obvious pricing or product-information error;
- failure of payment or suspected payment fraud;
- delivery restrictions;
- suspected misuse of discount codes;
- attempts to circumvent medicine quantity limits; or
- pharmacy, patient-safety or regulatory concerns.
Where we have already taken payment for an item that we do not supply, we will refund that amount.
Nothing in this section allows us to remove rights you have after a contract has been formed.
Pricing and payment
Prices are displayed in pounds sterling (£) and include VAT where applicable.
Any delivery charge or other mandatory charge will be shown before you place your order.
We accept the payment methods displayed at checkout, which may include major debit and credit cards, Apple Pay, Google Pay and PayPal.
Payment is normally taken when the order is placed.
VAT relief
Certain products may qualify for VAT relief when supplied to an eligible disabled or chronically sick person for their personal or domestic use.
Eligibility depends both on the customer and on the particular product or supply.
Where VAT relief is available, you will be asked to provide the information or declaration required for us to apply the appropriate VAT treatment.
Submitting a declaration does not automatically make every product eligible for VAT relief. As the supplier, we remain responsible for determining whether the legal conditions for VAT relief have been met.
We are required to retain appropriate records supporting VAT-relieved sales.
Further information is available on our VAT Information page.
Delivery
Available delivery and collection methods, charges, geographical restrictions and estimated timescales are shown on our Delivery & Returns page and, where relevant, at checkout.
We aim to deliver within the timescale shown when you order. Where no specific delivery period has been agreed, your statutory delivery rights continue to apply.
Delivery estimates can be affected by circumstances outside our reasonable control. If a material delay occurs, we will take reasonable steps to keep you informed.
Goods remain our responsibility until they are delivered into your physical possession, or into the possession of another person you have identified to receive them, except where the law provides otherwise.
If an order is lost or damaged before delivery, please contact us so that we can investigate and provide the remedy to which you are entitled.
Click and collect
Where click and collect is offered, you must wait until we tell you that your order is ready before travelling to the pharmacy.
We may ask for your order confirmation or suitable identification before releasing an order.
Additional identification or collection requirements may apply to particular products.
Cancellations, returns and refunds
Our full returns procedure is available on our Delivery & Returns page.
For most goods bought online, you normally have the right to tell us that you wish to cancel within 14 days after the day you receive the goods.
Where that right applies, you then normally have a further 14 days to return the goods.
Unless the goods are faulty, damaged, incorrect or we have agreed otherwise, you may be responsible for the cost of returning them.
Where required by law, we will also refund the cost of our least expensive standard delivery method. Additional delivery charges resulting from your choice of an enhanced delivery service may not be refundable.
We may make deductions permitted by law where goods have been handled beyond what would reasonably be necessary to inspect them.
Medicines and hygiene-sensitive products
For a change-of-mind return involving medicines or goods supplied sealed for health-protection or hygiene reasons, the item must remain unused and any relevant protective or tamper-evident seal must remain intact.
Where a sealed item is not suitable for return for health-protection or hygiene reasons, the statutory right to cancel may cease once that seal has been broken after delivery.
Returned medicines are not placed back into saleable stock.
These restrictions do not affect your rights where a product is faulty, damaged, unsafe, incorrect or not as described.
Faulty or incorrect products
If goods are faulty, damaged, not as described, not fit for purpose or otherwise fail to meet your statutory rights, please contact us.
Depending on the circumstances and your legal rights, a refund, repair or replacement may be available.
We will not charge you the reasonable cost of returning goods where we are legally responsible for the problem.
Prescription and NHS services
These Terms principally govern retail orders placed through the Procters Health online shop.
NHS prescriptions, private prescriptions, clinical services and other pharmacy services may be subject to separate legal, professional or service-specific requirements.
Nothing in these Terms alters the professional responsibilities of our pharmacists or other healthcare professionals.
Intellectual property
Unless otherwise stated, the content of this website, including its text, branding, graphics, photographs, illustrations and design, is owned by or licensed to A. Procter and Son Limited.
You may view and use the website for personal and non-commercial purposes.
You may not reproduce, distribute, modify or commercially exploit our content without our prior written permission, except where permitted by law.
Website availability and acceptable use
We may update, maintain or temporarily suspend parts of the website where reasonably necessary.
You must not misuse the website, interfere with its operation, attempt unauthorised access to our systems or use the website for unlawful or fraudulent purposes.
Liability
We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.
We are not responsible for losses that were not reasonably foreseeable when the contract was made or for losses caused by circumstances for which we are not legally responsible.
Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Nothing in these Terms excludes or restricts your statutory rights relating to goods, services or digital content.
If you use products for business or commercial purposes rather than as a consumer, different legal rules may apply.
Privacy and personal information
We process personal information in accordance with our Privacy Policy.
Information provided in connection with medicine purchases, pharmacy services or VAT-relief declarations may also need to be retained where required by law, regulation or professional standards.
Pharmacy regulation
A. Procter and Son Limited operates pharmacies registered with the General Pharmaceutical Council (GPhC).
Our pharmacy services are provided in accordance with applicable medicines legislation, GPhC standards and other relevant professional and regulatory requirements.
Our pharmacists retain professional discretion to refuse or modify a medicine supply where necessary to protect the health, safety or wellbeing of a customer or member of the public.
Complaints
If something has gone wrong with an order or our service, please contact us first so that we can investigate.
Nothing in these Terms prevents you from exercising any right to contact a relevant regulator, consumer-protection body or other authority.
Governing law
These Terms are governed by the law of England and Wales.
If you are a consumer living elsewhere in the United Kingdom, you retain any mandatory protections and rights available to you under the laws applying where you live, including applicable rights concerning where legal proceedings may be brought.
Changes to these Terms
We may change these Terms from time to time, for example because of changes to our services, consumer law, pharmacy regulation or our business.
The version applying to your purchase is the version in force when your order is placed.
The current version will always be published on this page together with its latest revision date.
Contact us
For questions about an online order or these Terms, please contact:
Procters Health
A. Procter and Son Limited
Email: info@procters.com
Phone: 01323 431998
Legal correspondence may also be sent to:
A. Procter and Son Limited
7-9 The Avenue
Eastbourne
East Sussex
BN21 3YA