Frequently Asked Questions

Through our app and website, we accept most major credit and debit cards, including American Express. Unfortunately, we do not accept Paypal at this time.

When you confirm your order, we will authorise the order amount from your bank, meaning your bank may restrict you from spending those funds until the order status is updated and cleared. The actual point that your card will be charged will be upon shipment once the order has been processed by the pharmacy team and approved. If our medical or pharmacy team cannot approve your order for whatever reason, we will cancel your card's authorisation, and you won't be charged.

Some medications we supply are 'Pharmacy' or 'Prescription-Only'. 'Pharmacy only' (P) drugs must be sold legally by a registered pharmacist. 'Prescription-only medicines' (POMs) require a doctor's prescription before the supply can be made. A patient must be assessed to allow the supervising pharmacist or doctor to determine safety and suitability and approve the sale or issue a prescription.

We therefore need to carry out a short online assessment with some basic medical questions to proceed legally with orders for these types of medicines. The final approval is always under the discretion of the supervising pharmacist or doctor on duty. This is the same information needed to check a medicine sale at a high street pharmacy or a prescription GP surgery.

healthwords.ai delivery options and timescales

We offer 2 delivery options from the time that your order is processed at the pharmacy:

Standard delivery (Free): 2 - 4 working days
Premium delivery £2.99: 1 - 2 working days

How it works:

If you place an order before 1 pm Monday to Friday, it will be processed and shipped that evening or the next morning. Orders ordered after 1 pm will ship the next business day.

If you place an order over the weekend, it will be processed and dispatched on Monday, excluding bank holidays.

You can always check the status of your order by logging into your account and navigating to 'My Orders' in-app or online. A delivery tracking number may also be displayed there once dispatched.

You will be notified via email at each stage of your order. You will receive an order confirmation email once you have paid. We will also notify you via email once your order has been dispatched; we aim to do so on the same or next working day.

We use Royal Mail tracked to send the majority of packages. All of the packaging is discreet, so it can be sent wherever you want (home, work or a neighbour). Your package will arrive with the rest of your mail from Royal Mail.

You can cancel an order at any point before receiving an order shipment confirmation. Please email customer services as soon as you can, and we will endeavour to help.

Our terms state that after the point that an order has been shipped, we cannot, unfortunately cancel it as the item will have left our fulfilment centre and would already be on its way to you.

You may, in accordance with our "Return Policy", return any non-medicinal products to us that are unopened and in sellable condition. Unfortunately, as medicines and other medical supplies cannot be used again after they leave the pharmacy, we are unable to accept returns of them.

To return an item, or to check if you can return an item please contact our customer services team at info@healthwords.ai

If you have received a faulty or damaged item, please contact customer services (info@healthwords.ai) who will assist you to get a refund or replacement.

If your order has been declined, this is usually because there is a clinical reason why our pharmacist or doctors feel that the medication you have chosen would be unsuitable for you.

You will receive a message from our team explaining any decisions regarding your order and a recommendation on where to seek treatment (if required), and a full refund.

Our aim is to provide excellent service at all times. If we fail to reach these standards and you are unhappy with our service in any way, please contact customer services. If you have any questions about these terms or any problems concerning the platform, an order you have placed or ordering in general, please contact us:

• By email at: info@healthwords.ai
• By writing to us at
  
  Clinova Ltd.
  2 Sycamore Street
  London
  EC1Y 0SF

healthwords.ai app and website are owned by healthwords.ai Ltd., a limited company registered in England and Wales. Our registered company number is 14683198, and our registered office is at

International House Southampton
International Business Park,
George Curl Way
Southampton
Hampshire
SO18 2RZ.

Our VAT registration number is 887451576.

Order fulfilment for pharmacy medicine sales and dispensing of private online prescription medicines is completed under the supervision of the duty pharmacist at Cedarwood pharmacy. This is from the following licenced and registered pharmacy premises at Cedarwood Pharmacy, 5 Peterwood Park, Peterwood Way, Croydon, CR0 4UQ.

General Pharmaceutical Council Registration number: 1121830

Cedarwood Pharmacy is a registered and regulated UK pharmacy; and source all medications from the same reputable wholesales as your local high street pharmacies.

They are registered to supply medicines lawfully under UK law.

healthwords.ai does not directly handle the sale and supply of Prescription-Only Medicines (POMs). Instead, we work in collaboration with a prescribing fulfilment company called TIP, which is also a pharmacy fulfilment company, to ensure that the prescription and dispensing of these medicines are conducted in compliance with Regulations. The CQC regulates the company (Reg. No. 1-10976213225) and also the GPHC (Reg No. 9011543).