Pharmacy OTC Medicines — Safety & Supply Policy

Chrystalls Connect, operated through Chrystalls Pharmacy, is committed to the safe and responsible supply of over-the-counter medicines.

Some medicines require additional pharmacist review before they can be supplied. By placing an order, you confirm that the information you provide is accurate and that you understand medicines may only be supplied where our pharmacy team considers them appropriate.

Understanding Medicine Categories

General Sale List (GSL) medicines
These are medicines that can be sold without pharmacist supervision when supplied in suitable pack sizes and circumstances.

Pharmacy (P) medicines
These medicines must be supplied under the supervision of a pharmacist. You may therefore be asked questions about symptoms, age, who the medicine is for, current medicines, medical conditions and previous treatment before supply can be approved.

Prescription Only Medicines (POMs)
These medicines require a valid prescription or an appropriate prescribing consultation. They are not supplied through our standard OTC medicine service.

Pharmacist Review

Orders containing Pharmacy medicines may be reviewed by a registered pharmacist before they are approved.

Please answer all screening questions honestly and accurately.

Our pharmacy team may contact you if:

• further information is required
• your answers need clarification
• the medicine may not be suitable
• another treatment or healthcare service may be more appropriate

If a medicine cannot be supplied safely, it may be removed from the order or the order may be cancelled.

Any payment authorisation or refund due will be handled in accordance with our Payment Policy and Refunds & Returns Policy.

Who Can Order?

You must provide accurate information about the person who will use the medicine.

If you are ordering for somebody else, you should have their permission and enough knowledge of their symptoms, health conditions and current medicines to answer any screening questions accurately.

Age restrictions and suitability requirements vary between medicines. The ability to place an order does not guarantee that a medicine will be approved for supply.

Ordering for Someone Else

Where you order a medicine for another person, please ensure that:

• the information supplied is accurate
• the medicine is suitable for the intended person
• they receive the medicine safely
• they read and follow the patient information leaflet and product instructions

If you are unsure about suitability, please speak to our pharmacy team before use.

Additional Checks

In some circumstances, our pharmacy team may need to contact you before approving an order.

This may be by telephone, video consultation or another appropriate method agreed with you.

Please provide a valid telephone number and contact details when placing your order.

Your order may remain on hold until any necessary checks have been completed.

Safe Use of Medicines

Always read the packaging and patient information leaflet before using a medicine.

Do not exceed the recommended dose and do not use a medicine for longer than advised.

Seek medical or pharmacy advice if:

• symptoms are severe or worsening
• symptoms continue despite treatment
• you experience an unexpected reaction
• you are unsure whether the medicine is appropriate
• you are pregnant, breastfeeding or taking other medicines and need further advice

In an emergency or where symptoms may be serious, seek appropriate urgent medical assistance.

Delivery of Medicines

We offer:

• Free Click & Collect
• Same-Day Local Delivery, subject to availability and pharmacy approval
• Royal Mail tracked postal delivery

Because medicines require careful handling, we aim to ensure orders are delivered securely and responsibly.

Full delivery terms, including charges, failed deliveries and recipient requirements, are available on our Delivery Information page.

Returns and Refunds

Medicines cannot normally be returned for resale once they have been supplied, prepared for dispatch or dispatched because we cannot guarantee how they have been stored or handled after leaving the pharmacy.

This does not affect your statutory rights where an item is faulty, damaged, incorrect or not as described.

Please see our Refunds & Returns Policy for full details.

Payments

Payment methods may initially be authorised while your medicine order is reviewed.

Where pharmacist approval is required, payment may be captured once the order has been approved and is ready to be prepared.

Please see our Payment Policy for full details.

Your Responsibility

By ordering medicines through Chrystalls Connect, you agree to:

• provide accurate and complete information
• answer pharmacy screening questions honestly
• use medicines only as directed
• read the patient information supplied
• store medicines safely and securely
• keep medicines out of the sight and reach of children
• seek professional advice where necessary

Our Commitment

Chrystalls Connect combines the convenience of online ordering with the professional oversight of Chrystalls Pharmacy.

Medicine supply is always subject to safety, suitability and pharmacist approval where required.