Curigo Pharma

Delivery Information

Curigo's Delivery, Returns, Refunds & Cancellation Policy.

1. INTRODUCTION

This Delivery, Returns, Refunds & Cancellation Policy ("Policy") explains how Curigo manages the dispatch, delivery, cancellation, return and refund of products and services purchased through our website.

This Policy applies to all medicines, pharmacy products and healthcare services supplied by Curigo and should be read alongside our:

  • Website Terms & Conditions;
  • Clinical Services Terms & Conditions;
  • Privacy Policy;
  • Cookie Policy; and
  • any service-specific terms or information published on our website.

By placing an order with Curigo, you confirm that you have read, understood and agree to this Policy.

2. SCOPE OF THIS POLICY

This Policy applies to:

  • medicines supplied under a Patient Group Direction (PGD);
  • medicines prescribed by an independent prescriber;
  • private prescriptions;
  • pharmacy medicines;
  • over-the-counter medicines;
  • healthcare products;
  • online consultations;
  • consultation fees; and
  • any other products or services supplied by Curigo.

Certain products or services may be subject to additional terms, which will be clearly displayed before purchase where applicable.

3. CLINICAL APPROVAL BEFORE SUPPLY

All requests for prescription-only medicines and medicines supplied under a Patient Group Direction (PGD) are subject to an individual clinical assessment by an appropriately qualified healthcare professional.

Submitting an online consultation, placing an order or making payment does not guarantee that treatment will be approved or medicines supplied.

Orders will only proceed where:

  • treatment is clinically appropriate;
  • all legal and regulatory requirements have been satisfied;
  • any required identity verification has been completed;
  • payment has been successfully processed (where applicable); and
  • the requested medicine is available.

Patient safety will always take priority over the completion of an order.

4. ORDER ACCEPTANCE

Your order represents an offer to purchase products or services from Curigo.

A legally binding contract is formed only when Curigo confirms acceptance of your order following completion of all necessary clinical, legal and operational checks.

Curigo reserves the right to refuse or cancel any order before acceptance where clinically, legally or operationally necessary.

5. CLINICAL REVIEW AND ADDITIONAL INFORMATION

Some consultations require additional review before a decision can be made.

Curigo may request:

  • further medical information;
  • photographs;
  • copies of clinic or hospital letters;
  • laboratory or investigation results;
  • proof of identity;
  • proof of address;
  • confirmation of current medicines; or
  • any other information reasonably required to complete a safe clinical assessment.

Dispatch may be delayed until all requested information has been received and reviewed.

Failure to provide requested information may result in cancellation of your order.

6. MEDICINE AVAILABILITY

All medicines are supplied subject to availability.

If a medicine becomes unavailable after an order has been placed, Curigo may:

  • delay dispatch until stock becomes available;
  • offer a clinically appropriate alternative (where suitable);
  • cancel the affected item; or
  • provide a refund where supply is no longer possible.

Alternative medicines will only be supplied following an appropriate clinical assessment and, where required, with your agreement.

7. DELIVERY OPTIONS

Curigo offers delivery services for medicines and other eligible products to addresses within the United Kingdom.

The delivery options available for your order will be displayed during the checkout process and may vary depending on the type of product ordered, stock availability and delivery location.

Where available, delivery services may include:

  • Standard Delivery; and
  • Tracked Delivery.

From time to time, Curigo may introduce additional delivery options. Any new delivery services will be clearly displayed on our website before an order is placed.

Delivery availability may vary depending on:

  • the type of medicine or product;
  • delivery location;
  • legal or regulatory requirements;
  • stock availability; and
  • operational considerations.

8. DELIVERY TIMES

Estimated delivery times are provided for guidance only and are not guaranteed.

While Curigo aims to dispatch orders promptly, delivery may occasionally be affected by circumstances outside our reasonable control, including:

  • courier delays;
  • adverse weather;
  • public holidays;
  • industrial action;
  • transport disruption;
  • regulatory requirements; or
  • incorrect delivery information.

Curigo is not responsible for delays occurring after an order has been passed to the delivery provider, except where required by law.

9. DELIVERY ADDRESS

You are responsible for ensuring that the delivery address provided is accurate, complete and accessible.

Curigo cannot accept responsibility for delayed, failed or misdirected deliveries resulting from incorrect address details supplied by the patient.

Where a parcel is returned because of an incorrect address, additional delivery charges may apply before it can be re-dispatched.

10. RISK AND OWNERSHIP

Ownership of products passes to you once full payment has been received.

Responsibility for medicines transfers to you once they have been delivered to the address provided in your order or otherwise delivered in accordance with the delivery provider's terms.

You are responsible for ensuring medicines are stored immediately and appropriately in accordance with the manufacturer's instructions and any advice provided by Curigo.

11. MISSED DELIVERIES

If delivery cannot be completed, the delivery provider may:

  • attempt re-delivery;
  • leave the parcel in accordance with your delivery preferences where appropriate;
  • deliver the parcel to a designated collection point; or
  • return the parcel to Curigo.

It is your responsibility to follow any instructions provided by the delivery provider to arrange collection or re-delivery.

Curigo cannot accept responsibility for medicines that deteriorate because they were not collected promptly after delivery.

12. TEMPERATURE-SENSITIVE MEDICINES

Certain medicines, including refrigerated medicines, require transportation and storage within specified temperature ranges.

Patients must ensure that these medicines are received promptly and stored immediately in accordance with the manufacturer's instructions.

Curigo cannot guarantee the quality, safety or effectiveness of temperature-sensitive medicines that have been:

  • left unattended after delivery;
  • delayed due to the recipient's unavailability;
  • stored incorrectly after delivery; or
  • returned to Curigo after leaving our control.

Replacement of temperature-sensitive medicines will be considered on a case-by-case basis where the issue is attributable to Curigo or the delivery provider.

13. SIGNATURES ON DELIVERY

Certain medicines or products may require a signature on delivery where this is considered appropriate by Curigo or required by the delivery provider.

Where a signature is required, it is your responsibility to ensure that someone is available to receive the delivery.

Failure to accept delivery may result in delays, additional delivery charges or cancellation of the order where appropriate.

14. LOST, DELAYED OR DAMAGED PARCELS

If your parcel is lost, significantly delayed or arrives damaged, you should contact Curigo as soon as reasonably possible.

Where appropriate, Curigo will:

  • investigate the issue with the delivery provider;
  • request supporting information or photographs;
  • assess whether a replacement or refund is appropriate; and
  • keep you informed of the outcome of the investigation.

Replacement medicines or refunds will only be authorised once any necessary investigation has been completed, unless Curigo determines that earlier action is appropriate.

15. FAILED DELIVERIES

If a parcel is returned to Curigo because:

  • delivery could not be completed;
  • collection was not arranged within the required timeframe;
  • the delivery address was incorrect; or
  • delivery was refused without prior agreement,

Curigo will review the circumstances before deciding whether the order can be re-dispatched.

Additional delivery charges may apply where re-dispatch is requested and the failed delivery was not the result of an error by Curigo or the delivery provider.

16. ORDER CANCELLATIONS

You may request cancellation of an order before it has entered the dispensing or dispatch process.

Once a medicine has been clinically approved, dispensed, prepared for dispatch or dispatched, cancellation may no longer be possible.

Consultation fees may remain payable where a clinical assessment has already been completed, regardless of whether treatment is supplied.

17. RETURNS OF MEDICINES

To protect patient safety and comply with UK medicines legislation, medicines cannot normally be accepted for return once they have been dispatched or supplied.

This applies even if:

  • the medicine remains unopened;
  • the medicine has not been used;
  • you no longer require the medicine; or
  • you ordered the medicine in error.

This policy helps ensure that medicines supplied to patients remain safe, secure and have not been subject to inappropriate storage or handling.

18. PRODUCTS ELIGIBLE FOR RETURN

Where permitted by law, Curigo may accept returns of non-medicinal products that:

  • were supplied incorrectly;
  • arrived damaged;
  • are faulty;
  • do not match the order placed; or
  • are otherwise eligible for return under applicable consumer protection legislation.

Returned products should normally be unused, in their original packaging and returned in accordance with any instructions provided by Curigo.

19. INCORRECT, FAULTY OR DAMAGED ITEMS

If you believe you have received an incorrect, faulty or damaged item, you should notify Curigo as soon as possible after receiving your order.

We may request:

  • photographs of the item;
  • batch numbers;
  • packaging information;
  • delivery details; or
  • any other information reasonably required to investigate the issue.

Where Curigo confirms that an error has occurred, we will, where appropriate:

  • provide a replacement;
  • arrange collection of the item where necessary; or
  • issue a refund in accordance with this Policy and your statutory rights.

20. REFUNDS FOR MEDICINES

Refunds for medicines will generally only be provided where:

  • an incorrect medicine was supplied;
  • the medicine was faulty or damaged before delivery;
  • Curigo is unable to fulfil the order;
  • the order is cancelled before dispensing or dispatch (where applicable); or
  • a refund is required by law.

Refunds will not normally be provided simply because:

  • the medicine is no longer required;
  • treatment expectations changed;
  • the patient decides not to take the medicine after dispatch; or
  • the medicine has been delivered correctly and remains suitable for use.

21. CONSULTATION FEES

Consultation fees cover the professional clinical assessment carried out by Curigo's healthcare professionals.

Unless otherwise stated, consultation fees are payable for the clinical service itself and are separate from the cost of any medicines supplied.

A consultation fee is generally non-refundable once a healthcare professional has commenced the clinical assessment, even if:

  • treatment is declined;
  • no prescription is issued;
  • no medicine is supplied; or
  • an alternative treatment is recommended.

This reflects the professional time, expertise and clinical judgement involved in assessing your request.

22. REFUNDS FOR CONSULTATION FEES

Refunds of consultation fees may be considered where:

  • a duplicate payment has been made;
  • a technical error has resulted in an incorrect charge;
  • Curigo is unable to provide the consultation due to an error on our part; or
  • Curigo determines that a refund is appropriate in the circumstances.

Each request will be assessed individually.

23. REFUND PROCESS

Where a refund is approved, it will normally be issued using the original payment method.

Refunds are generally processed as soon as reasonably practicable, although the time taken for funds to appear in your account will depend on your payment provider.

24. PROMOTIONAL OFFERS AND DISCOUNTS

Refunds relating to purchases made using promotional offers, discount codes or other incentives will normally reflect the amount actually paid.

Where an offer was subject to specific terms and conditions, those terms will continue to apply.

25. STATUTORY RIGHTS

Nothing in this Policy affects or limits your statutory rights under applicable consumer protection legislation.

Where legislation provides greater rights than those set out in this Policy, the relevant legal provisions shall apply.

26. PAYMENT DISPUTES AND CHARGEBACKS

If you believe that you have been charged incorrectly, please contact Curigo before requesting a chargeback or disputing a payment with your card provider or bank.

We will investigate all payment queries promptly and, where an error has occurred, will take appropriate steps to resolve the matter.

Where a chargeback is raised after medicines have been supplied or services have been provided, Curigo reserves the right to:

  • investigate the circumstances;
  • provide evidence to the payment provider;
  • recover sums lawfully due;
  • suspend further orders while the dispute is ongoing; and
  • take any other lawful action necessary to protect its interests.

Nothing in this section affects your legal rights to dispute unauthorised or fraudulent transactions.

27. FRAUD PREVENTION

Curigo is committed to preventing fraud and protecting patients, healthcare professionals and the integrity of our services.

We reserve the right to refuse, delay, suspend or cancel an order where we reasonably suspect:

  • fraudulent activity;
  • identity theft;
  • misuse of payment methods;
  • false or misleading information;
  • attempted unlawful procurement of medicines; or
  • any activity that may compromise patient safety or breach applicable law.

Where appropriate, information may be shared with relevant authorities, regulators, payment providers or law enforcement agencies in accordance with applicable legislation.

28. CIRCUMSTANCES OUTSIDE OUR CONTROL

Curigo will not be responsible for delays or failures in performing its obligations where these result from events beyond our reasonable control.

Such events may include, but are not limited to:

  • severe weather;
  • flooding or other natural disasters;
  • fire;
  • industrial action;
  • transport disruption;
  • power or telecommunications failures;
  • cyber incidents;
  • government restrictions;
  • public health emergencies; or
  • failures affecting third-party suppliers or delivery providers.

Where reasonably practicable, we will keep patients informed of any significant disruption affecting our services.

29. COMPLAINTS

If you are dissatisfied with any aspect of our delivery, products or services, we encourage you to contact Curigo as soon as possible.

We will acknowledge, investigate and respond to complaints in accordance with our Complaints Policy.

Where appropriate, complaints may be reviewed as part of our quality assurance and clinical governance processes to help improve our services.

Making a complaint will not affect your statutory rights.

30. CHANGES TO THIS POLICY

Curigo may update this Delivery, Returns, Refunds & Cancellation Policy from time to time to reflect:

  • changes in legislation;
  • regulatory requirements;
  • professional guidance;
  • operational changes;
  • improvements to our services; or
  • changes to delivery arrangements.

The latest version of this Policy will always be available on our website.

Continued use of our services following publication of an updated Policy constitutes acceptance of the revised version.

31. GOVERNING LAW AND JURISDICTION

This Policy shall be governed by and interpreted in accordance with the laws of England and Wales.

Any dispute arising from this Policy shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable law provides otherwise.

32. CONTACTING CURIGO

If you have any questions about this Policy, your order, delivery, refund or cancellation request, please contact Curigo using the contact details provided on our website.

We aim to respond to all enquiries as promptly as reasonably practicable.

33. SEVERABILITY

If any provision of this Policy is found to be unlawful, invalid or unenforceable by a court or other competent authority, that provision shall be deemed severed from the remainder of the Policy.

The remaining provisions shall continue in full force and effect.

34. WAIVER

If Curigo does not immediately enforce any provision of this Policy, this shall not prevent us from enforcing that provision or any other provision at a later date.

Any waiver of rights shall only be effective if made expressly in writing by an authorised representative of Curigo.

35. ENTIRE POLICY

This Policy should be read together with our:

  • Website Terms & Conditions;
  • Clinical Services Terms & Conditions;
  • Privacy Policy;
  • Cookie Policy; and
  • Complaints Policy.

Together, these documents govern the purchase, supply and delivery of products and services provided by Curigo.

36. FINAL PROVISIONS

This Delivery, Returns, Refunds & Cancellation Policy applies to all purchases made through Curigo unless expressly stated otherwise.

If any conflict arises between this Policy and any service-specific terms, the service-specific terms shall take precedence in relation to that particular service.

Patients are encouraged to read this Policy carefully before placing an order and to contact Curigo if they require clarification regarding delivery, cancellations, returns or refunds.