1. Regulations 11. Postage Costs
2. Security & Privacy 12. Delivery of orders
3. Commitment Agreement 13. Returns Policy
4. Information and Advice 14. Refunds Policy
5. Pricing 15. Complaints Procedure
6. How to place an order 16. Signed for deliveries
7. Completed Orders 17. Notification of errors
8. Concluding a binding contract 18. Information on this website
9. Payment 19. Third party rights
10. Authorisation of orders for medicines 20. Our right to vary T&Cs

This service is provided by Stark Healthcare Limited trading as ‘Dr Felix’. By using this service you are confirming that you understand and agree to be legally bound by these Terms and Conditions.

These terms and conditions apply to your access to the Dr Felix website (“www.drfelix.co.uk”). Please read these terms and conditions carefully before accessing and/or ordering any medicine from our Website. If you access the Website, and/or place an order for medicine, you agree to be bound by these terms and conditions. If you do not agree with the terms and conditions please do not use our Website.
The Dr Felix website is owned and operated by Stark Healthcare Limited trading as ‘Dr Felix’, registered in the UK at 272 Bath Street, Glasgow, Scotland G2 4JR, with the company number: SC467250.

If you have any questions about our website please contact us as follows:
Tel: +44 (0)1236 758420
Email: info@drfelix.co.uk

1. Regulation

Dr Felix is a fully regulated company by the relevant UK medical bodies. Please see Regulation for more details. Dr Felix offers information, advice and treatment for a range of medical conditions. This service is provided by qualified UK doctors who are registered with the General Medical Council (GMC) and comply with GMC (‘Good practice guidelines’). Our dispensing pharmacy is regulated by the General Pharmaceutical Council (GPhC) and can be trusted to deliver a high level of service by our qualified pharmacists.

2. Security & Privacy

Your privacy is imperative to us and the following information explains what measures we take to protect it.

  1. Dr Felix uses security technology, including firewalls and Secure Socket Layers to protect information submitted through this website.
  2. We do not have access to your financial information which is securely transferred directly to our card processing agents, who securely process it on our instructions.
  3. During your visit to our site we may gather certain personal information that is necessary to set up your account, for the purposes of billing, delivery of your medicine and queries. We only keep your information for as long as is necessary to process your order, process any applicable refunds, and respond to any complaints/feedback or to provide you with promotional information you have subscribed to.
  4. Electronic transmissions are never completely private or secure therefore we encourage customers to ensure that any computer (tablet or smart phone) you use to access your online patient record is suitably protected from potential interception.
  5. Dr Felix complies with the Data Protection Act 1998. We will use the information you provide with other information we obtain about you to administer and provide the goods and/or services you request. We will not share your personal information with any organisation other than those directly involved in delivering these services, namely the dispensing pharmacy and the courier service. This service does not take responsibility to inform your regular GP of the medication prescribed by our doctors. If you want us to do this we would require your GP details and your consent.

3. Commitment Agreement

Dr Felix’s Commitment to the Patient Patient’s Commitment to Dr Felix
Professional responsibility Provide accurate information
provide a professional and transparent service Confirm you are aged 18 or over
Prescribe in the best interest of the patient Comply with instructions
Take all reasonable steps to protect patients’ personal information Notifying your GP is your responsibility
Safe and Secure patient experience Notify our doctors of any side-effects

4. Information and Advice

The information and advice provided by Dr Felix when you use the service is based on the information you have supplied to us. It is your responsibility to ensure this information is accurate and you accept that failure to do so (whether intentionally or not) will affect the information and advice we give to you and the medicines we supply to you and, as such, may have consequences for which we are not responsible.

5. Pricing

All prices on this website are in GBP and include VAT unless expressly stated otherwise. We take care to ensure that all pricing information on our website is accurate but occasionally there may be an error. In the event that an error has occurred and the price charged is too high, we will identify all those that have overpaid and refund the difference.

6. How to place an order

  1. Select the condition you would like treatment for.
  2. Click order medication and fill in the online consultation approved by an NHS doctor for that condition. The consultation is free and must be completed before you can view and select medicine (s) to purchase.
  3. You must register as a new patient in order to place your order securely, if you are not already an existing patient of Dr Felix. For registered patients please log in if you haven’ already done so.
  4. Select your medicine with the aid of our summary next to each medicine. You will be taken to the checkout summary page. You can either proceed to make payment or continue shopping if you wish to request further treatment for another condition.
  5. Once you have made the payment you will receive confirmation from us of your order.
  6. You will receive follow up correspondence once your prescription has been approved and forwarded to the pharmacy for dispensing and dispatch; finally a confirmation of your parcel being dispatched along with tracking details if applicable.

7. Completed Orders

When you place an order for medicines or take up a service that involves the prescribing of medicines this will require us to perform an assessment of your clinical suitability for the medicines before the medicines can be approved for supply. You agree to us commencing this service and an assessment of your clinical suitability when you place the order and, as such if you cancel your order once the prescription has been issued you will be liable for the prescription fee but refunded the full cost of the medicine and delivery costs.

8. Concluding a binding contract

When we receive an order from you to purchase goods or services from us, we will confirm that we have received the order by sending a confirmation email to the contact email address that you supplied. Professional codes of conduct and legal restrictions may limit the number and frequency of any item we are permitted to supply to you and, as such, we have no obligation to supply quantities exceeding the relevant permitted maximum and will charge only for those we do supply. We reserve the right to reject any order.

9. Payment

In providing payment card details, you confirm that you are authorised to use the card and authorise us, or our payment service provider, to take payment in full for the items in your order and any associated postage and packaging fees and any other charges that become due to us under these terms and conditions.

10. Authorisation of orders for medicines

Our doctors can only make a decision as to whether it is in the best interests of the patient to receive a medicine when the doctor has all relevant information. On occasion, this may require the doctor to ask the patient for additional information further to the information that was provided in response to an online questionnaire.

11. Postage Costs

Postage and packaging is charged on all orders of medicines that are sent in the post. The different costs associated with the postage can be seen under ‘Delivery‘ on our website.

12. Delivery of orders

Our partner NHS community pharmacy will dispense all medicines. Medicines will be dispatched normally within 1-2 working days of the doctor issuing the prescription. All medicines for delivery by post are sent out using Royal Mail 1st class signed for or Next day guaranteed delivery depending on which service you select. For orders to Europe, our standard service is Royal Mail international tracked and signed. We can also offer delivery via DHL but this must be requested via email after placing the order and it will cost an additional £25.00.

13. Returns Policy

For legal and safety reason, we cannot accept any returns once the medicine has left the pharmacy. We are unable to re-use already dispensed medicine so it has to be safely disposed of at a pharmacy if no longer required. You can return the items to us to be destroyed or take it to your local pharmacy. Unfortunately, the postage cost of returned items are the responsibility of the customer. Dr Felix reserves the right to decline a refund in such instances.

Cancelling your order:
In order to cancel your order please either phone or email us at the earliest instance. Please note our doctors sometimes issue prescriptions within minutes or hours of an order being placed in which case you will be liable for the prescription fee but eligible for a full refund of the remaining costs including medicine and postage. We will offer a full refund if the order is yet to be approved and has not been dispatched. If the order is requested to be cancelled after it has left the pharmacy which is 16:00 hours from Monday to Friday, we will be unable to offer a refund.

14. Refunds Policy

We can not offer a refund on any orders once they have been dispatched due to safety and legal reasons. We are unable to re-use the medicine once it has been dispensed and left the pharmacy.We can only offer a refund or a free replacement order in case your order is lost in delivery by Royal Mail. We normally offer a replacement order by default unless you no longer require the medicine in which case we can offer a refund.

Your refund will automatically be processed within 3-5 working days but in some cases can take up to 14 days. We do aim to normally process the refunds immediately so there is minimal delay in the funds being returned to you.

We want you to be happy with your purchase. If you’re not, just return the medicine to the dispensing pharmacy or take it to your local community pharmacy for safe disposal.

15. Complaints Procedure

Dr Felix aims to maintain 100% customer satisfaction, but we realise there maybe instances where this is not the case. We operate a continuous improvement policy in customer care and try our best to get things right first time. If you are unhappy with anything please contact us immediately and our staff will be more than happy to rectify any issues you may have.

For complaints please direct your concerns to complaints@drfelix.co.uk. We will endeavour to respond to you within 48 hours. If it is more of an urgent matter then please phone us instead to rectify any issues at the earliest possible opportunity.

16. Signed for deliveries

  1. Signed for: Dr Felix is liable for misplaced items and redelivery of items in this case.
  2. Standard delivery: It is your responsibility to ensure that someone is available to sign for any medicines that are delivered at your chosen delivery address or to collect the medicine from Royal Mail yourself. The person signing for medicines does not need to be the named patient. You acknowledge and accept that we have no control over the postal system and we have no liability in respect of items that are not received by you after we have dispatched them. It is your responsibility to ensure that the person signing for the medicines delivers them to you.

17. Notification of errors

You should check the content of each delivery promptly upon receipt. If you believe that items have been sent to you in error you should contact us immediately on +44 (0)1236 758420 or email us at info@drfelix.co.uk

18. Information on this website

We take care to ensure that all information available on our website about our business, services and any products mentioned is accurate. However, some things may develop or chance leading to the information being out of date occasionally. General medical information provided on the website is not a substitute for specific and personalised medical advice and should not be read or used as such.

Links to other website: Dr Felix provides links from this website to websites that are owned and controlled by third parties such as health resources. These links are provided only for your convenience and we have no control over and will have no liability in respect of those websites.

19. Third party rights

Nothing in these Terms and Conditions is intended to, nor shall it grant a benefit on any third party under the Contracts (Rights of Third Parties) Act 1999 and a person who is not a party to these Terms and Conditions has no rights to enforce them.

20. Our right to vary T&Cs

We reserve the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from us unless:

  1. Any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or
  2. We notify you of any changes to these terms and conditions before we accept your order, in which case we have the right to assume that you have accepted the change to the terms and conditions unless you notify us to the contrary within seven (7) working days of receipt by you of the goods.