Terms of Business
1. Who we are and how to contact us
1.1. This Website is operated by or on behalf of Montu Pharmaceutical Ltd (“We, Us and Our”). We are a limited company, registered in England (registered company number 14731845) and our registered office is at 140 Wharfedale Road, Winnersh Triangle, Reading, Berkshire, United Kingdom RG41 5RB, UK.
1.2. We are an online pharmacy and we are registered with, and regulated by the General Pharmaceutical Council. We process, dispense and dispatch medicinal cannabis (“Medication”) prescriptions from Care Quality Commission registered clinics and sell non-prescription medicinal cannabis products and accessories (together “Products”).
1.3. Our Products can be dispatched directly to customers or to an approved pharmacy of the customer’s choosing (“Approved Pharmacy”). Our pharmacists retain discretion over the dispensing of Medication to customers.
1.4. To contact us, please telephone us on 029 2271 1227 or email us at hello@montu.uk. Alternatively, you can engage with us via the‘Live chat’ function on our Website.
2. What’s in these Terms
2.1 These terms of Business (“Terms”) tell you the rules governing our supply of Products to you.
3. Acceptance of these Terms
3.1 By accessing our Products, you confirm that you accept these Terms and that you agree to comply with them. If you do not agree to these Terms, you must cease receiving our Products.
3.2 We recommend that you print a copy of these Terms for future reference.
4. Age restriction
4.1 We will only provide our Products to you if you are aged eighteen years or over.
5. Information sharing
5.1 To access our Products, you must set up an online account providing your name and email address (“Registration”).
5.2 By completing the Registration process, you consent to:
5.2.1 Providing us with accurate personal information so we can dispense your Medication and/or facilitate the purchase of Products.
5.2.2 Remaining responsible for the accuracy and contemporaneous nature of the personal information provided and agree to notify us of any changes.
5.2.3 Being contacted by our staff members, either by email address, telephone number or SMS, to the extent necessary to provide our Products to you.
5.2.4 Your clinical information being used in clinical studies and research projects and the sharing of such data with healthcare partners that are involved in the treatment and/or the development of new and/or existing technologies to improve healthcare as and where required. Our partners may include health professionals, clinics, research and pharmaceutical companies and medical device manufacturers.
5.3 For further information regarding the use of your personal data, please read our Privacy Policy which forms part of these Terms.
6. Medications and Products
6.1. We will only dispense Medication on receipt of a valid prescription.
6.2. The Medication and Products purchased through our Website are sold subject to their product description.
6.3. Whilst we take care to ensure all details, descriptions and prices of products appearing on the Website are correct, we cannot guarantee the Website’s accuracy and we may, on occasion, make inadvertent typographical errors, inaccuracies or omissions related to pricing and availability.
6.3.1. We reserve the right to correct any errors, inaccuracies, or omissions at any time and to cancel any orders arising from such occurrences.
6.4. The Medication is produced by ‘Good Manufacturing Practice (“GMP”) certified manufacturers.
6.5. All orders placed through the Website are subject to acceptance and availability.
6.6. Images of Medication on our Website are for illustrative purposes only. The Medication and Products, and their associated packaging may vary slightly from the images on our Website.
7. Acceptance of orders
7.1. Before accepting an order for our Products, your order and payment details will be validated (“Validation Process”).
7.2. Once the Validation Process is complete, an order acknowledgement email will be sent to you using the email address provided at Registration.
7.3. Thereafter, an order confirmation email will be sent to you detailing the Products ordered.
7.3.1. An order confirmation email does not constitute acceptance of your order as further validation checks and/or pharmacist approval may be required.
7.4. Once your order has been approved and accepted, the purchased Products will be dispatched to you.
7.5. If, for any reason, we are unable to accept your order, we will notify you via email or telephone and not charge you for our Products.
7.6. Where we have been unable to accept your order, and we have already taken payment from you, we will issue you a refund. Please note it can take up to seven business days for a refund to be processed by the bank.
8. Payment
8.1. The fees incurred for our Products, along with the associated delivery costs, are detailed on our Website at the date of purchase.
8.2. Before we dispense and/or dispatch our Products to you, we require payment in full.
8.3. Payment for the Products must be made in English pounds (£) through electronic fund transfer (“EFT”) to the bank account details shared with you or by using a credit or debit card (Visa or Mastercard).
8.4. Where Value Added Tax (“VAT”) is payable on our Products, the prices on our Website will include VAT at the applicable rate.
8.5. We reserve the right to suspend or terminate delivery of our Products if payment is not received from you.
9. Delivery
9.1. We deliver throughout the United Kingdom mainland and Northern Ireland. We do not deliver to the Channel Islands or the Isle of Man.
9.2. We use Royal Mail to dispatch our Products to you.
9.3. Whilst we aim to dispense and dispatch orders within twenty-four working hours of receiving payment, our timeframes may be extended during busier periods and our estimated delivery dates cannot be guaranteed.
9.4. If, for any reason, we are unable to ship our Products purchased within the timeframe(s) specified on acceptance of your order, we will contact you to discuss other available suitable medications, a delay in shipping, or cancellation of the order.
9.4.1. Should we be unable to ship our Products purchased within the timeframes specified, and you wish to cancel your order, we will provide a refund, inclusive of shipping fees within seven working days.
9.5. A confirmation email, inclusive of Royal Mail tracking information will be sent to you once our Products have been dispatched. This will confirm the estimated delivery date and time.
9.6. Whilst we will always aim to send you a complete order, our Products may arrive in separate parcels and require a signature upon delivery.
9.7. Unless specified otherwise, you are responsible for paying all postage and handling charges detailed during the ordering process. The delivery costs will be displayed on our Website before you finalise your order.
9.8. We are not liable for:
- any delays in shipments or theft during transit;
- loss following delivery of the order or delays;
- damage or loss incurred as a result of you supplying us with incorrect or inaccurate delivery information.
10. Cancellation or changing an order
10.1. The statutory cancellation period, also known as the fourteen day ‘cooling off’ period (“Cool Off Period”) applies to the purchase of Products (except Medication as stated below).
10.1.1. The exception being items sealed for your health and protection e.g. cannabidiol (“CBD”) oils that have become unsealed after delivery.
10.2. Where Products, inclusive of CBD oils, are to be returned, they must be returned unopened, in the same condition received, and within their original packaging.
10.3. The Cool Off Period does not apply to the supply/dispensing of Medication, inclusive of prescription only CBPM oils.
10.4. Once an order has been placed and the payment has been processed, we are unable to change the details of your purchase.
11. Refunds and returns
11.1. We reserve the right to issue refunds.
11.2. Unless the Medication is damaged, unusable as a result of damage or contamination, or you have received the incorrect Medication, we will not accept return or refund requests for dispensed Medication.
11.3. Requests for refunds arising from safety concerns, such as mould, will be subject to the supplier’s investigation process in the first instance. This may involve the return of the Medication and where this occurs, we will arrange the return for you.
11.3.1. If a safety concern is not detected, you will not receive a refund, credit or replacement.
11.3.2. If a safety concern is detected, you will receive either a refund, credit or replacement.
11.4 We will not issue refunds based on:
- the Products smell, taste or dryness;
- lack of efficacy or effectiveness;
- where you have experienced side-effects from using the Products;
11.5. Requests for refunds arising from a fault with an electrical device or implement, such as a grinder, vaporiser, vape or boveda sachet, are permitted providing a request for a refund is made within thirty days of receipt.
11.5.1. In some cases, we may offer to repair or replace the item free of charge.
11.5.2. Where the first repaired or replaced item supplied is also faulty, we will issue a refund for the cost of the item plus any standard postage charges.
11.6. Where an item has failed owing to general wear and tear, we will not issue a refund nor will we offer to repair or replace the item free of charge. We recommend you check the manufacturer’s warranty(s) to ascertain if additional rights have been afforded to you by them.
11.7. Where applicable and agreed, refunds will be processed through EFT to the original card paid with and will take between five and seven days to be credited to your bank account.
12. Approved Pharmacy payments, refunds, returns and cancellations
12.1. You agree and understand that:
12.1.1. Private prescriptions for Medication are charged by your Approved Pharmacy and we are not involved with their prescription charges.
12.1.2. Payment is to be made directly to the Approved Pharmacy that dispenses your Medication.
12.1.3. Whether you choose to have your prescription fulfilled, and at what cost falls within your discretion.
12.1.4. All requests for refunds, returns and cancellations of Medication and/or Products from your Approved Pharmacy must be discussed and arranged with your Approved Pharmacy directly.
13. Disputes and complaints
13.1. Any disputes or complaints must be sent to us within seven days of receiving our Products purchased to hello@montu.uk.
13.2. We will investigate all disputes and complaints within a reasonable time period and in accordance with our Complaints Procedure.
13.3. As detailed at paragraph 11.3 above, complaints raised in connection with the safety of Medication will be subject to appropriate investigation and testing. It may, therefore, take longer for us to investigate a dispute or complaint.
14. Telehealth
14.1. In providing our Products remotely, there are potential risks surrounding the provision of Products which may include, but are not limited to:
14.1.1. Insufficient quality of information transmitted.
14.1.2. Delays in evaluation or dispensing due to failures of electronic equipment.
14.1.3. Lack of access to medical records which may result in adverse drug interactions or allergic reactions or other judgment errors.
14.1.4. Although the electronic systems we use incorporate network and software security protocols to protect the privacy and security of health information, those protocols could fail causing a breach of privacy of your health information.
15. Limit of our obligations
15.1. We are not a registry for information and our staff are not obliged to review data received through the Website from you, your primary care doctor, other healthcare professionals, or the administrators of any research projects or clinical studies you are involved in.
15.2. We are not responsible for any loss you may incur where:
15.2.1. The loss was unforeseeable e.g. it was not obvious that it would happen and nothing you said before we accepted your order meant we should have expected it.
15.2.2. The loss was caused by a delaying event outside our control.
15.2.3. The loss was avoidable e.g. something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
15.2.4. The loss relates to your use of a product for the purposes of your trade, business, craft or profession.
16. General
16.1. We do not endorse any specific doctor, pharmacist, clinic, medication, pharmacy, or pharmaceutical product.
16.2. We work closely with Alternaleaf and other partner clinics such as the Jorga Emmerson clinic to dispense Medication.