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Monderma
Last Updated: September 2024
1.1. Where to learn more about our website and its products
This website is operated by Monderma Limited, herein referred to as “Monderma”, “we”, “us”, or “our”. We are registered in England and Wales under company number 14567976, and our registered address is International House, 6 South Molton Street, London W1K 5QF. Monderma is regulated by the General Pharmaceutical Council (GPhC) and our pharmacy address is Unit 2C Gazelle Buildings, Wallingford Road, Middlesex UB8 2RW. Before you place an order, please visit our website to learn everything you need to know about us.
1.2. By using our website and placing an order, you agree to our policies
Before you place an order, please read these Terms and Conditions and our Privacy Policy, which apply to your use of Monderma’s website and services. By purchasing or using our products and subscriptions, you agree to these Terms and Conditions and our Privacy Policy. We also confirm the necessary information with you in writing when you place an order by email and your online account.
1.3. We reserve the right to update our website, products, and policies
We can modify our products to reflect changes in applicable laws and regulations, as well as our customers’ needs and commercial priorities, by making technical adjustments and improvements. We can also update our website, Terms and Conditions, and Privacy Policy from time-to-time. Please check to ensure that you understand the terms that apply at that time. These are all changes that will have no effect on how you use the products.
2.1. We are the owner or the licensee of all intellectual property related to our website and its content
These works are protected by copyright laws and treaties around the world. All such rights are reserved.
2.2. Our website is for private and domestic use only
You agree not to use our website fraudulently or for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of opportunity.
2.3. The content on our website is for general information only
Our content is not intended to serve as medical advice on which you should depend. You can seek our professional advice through our consultation services. We make reasonable efforts to update the information on our website, but we make no representations, warranties, or guarantees, express or implied, that the content on is accurate, comprehensive, or up-to-date.
2.4. You are responsible for providing accurate and current information to us
If we supply products specifically for you, such as a Custom Formula, it is your responsibility to ensure that the information you provide to us, our employees, subcontractors, or agents is accurate and current. Please keep us informed if your personal information changes during your relationship with us. You can learn more about the information we use to supply our products on our website.
2.5. You consent to us using your content for a consultation
When you upload or post content to our website, you allow us permission to use that content to provide you with a consultation service.
2.6. We use your personal information in accordance with our Privacy Policy
Our Privacy Policy outlines how we use the personal information you provide, including information about the cookies on our website. We do not text or data mine, nor do we web scrape.
2.7. We have no control over third party websites or resources
Our website may include links to third party websites, plugins, or applications. Clicking on those links or enabling those connections may allow third parties to collect and share information about you. We have no control over these third party websites and take no responsibility for their policies. When you leave our website, we recommend that you to read the Privacy Policy of each website you visit.
2.8. We are not liable for misrepresentation
You must not establish a link to our website in such a way that it implies any type of association, approval or endorsement on our part where none exists. If you wish to make use of content on our website for commercial purposes, please contact us.
2.9. We are not responsible for viruses, and you must not introduce them
We cannot guarantee that our website will be secure or free of bugs and viruses. You are responsible for configuring your information technology and computer programmes to access our website, as outlined in Information.
3.1. Our website, products and subscriptions are only for users in the UK
We can reject orders if your order is placed outside the UK. When this occurs, we will contact you and refund any payments you have made.
3.2. To complete a consultation, you must be over the age for 16 or have parental or guardian consent
You must be over the age of 16 to be prescribed any product containing prescription ingredients, such as the Custom Formula. If you are under the age of 16, your parent or guardian must consent to and complete the consultation on your behalf. You must continue to correspond with us through them until you are 16 years old.
3.3. We only accept orders once they have been checked
We will contact you to confirm receipt of your order, and then again within 48 hours to confirm that it has been accepted and shipped.
3.4. Sometimes we reject orders
We can reject orders if they are not clinically appropriate to fulfil, such as with a Custom Formula following a consultation, or if products are unexpectedly out of stock, among other reasons. When this occurs, we will contact you and refund any payments you have made.
3.5. We are not responsible for delays outside our control
If our supply of your order is delayed due to an event outside our control, such as natural disasters, pandemics, or issues encountered by other parties in the supply chain, we will contact you and do everything we can to minimise the delay. As long as we do this, we will not compensate you for the delay; however, if the delay is expected to be significant, you may cancel your subscription, and we will refund any advance payments you made for products that were not delivered.
3.6. Products may differ slightly from their images
The actual colour of products and packaging may differ somewhat from what is displayed on your device or in our marketing materials. Because our products are handmade, the sizes, weights, and capacities listed on our website may be off by up to 20%.
3.7. We can transfer our contract with you to a different organisation that will supply your orders
We will contact you if we intend to do this. If you are dissatisfied with the transfer, you may cancel your subscription, and we will refund any advance payments you made for products that were not delivered.
3.8. We can suspend supply, and you have rights if we do
We can suspend the supply of products to address technical issues, make minor changes, or update products to reflect changes in relevant laws and regulatory requirements, as described in Updates. We will contact you in advance if we are suspending supply unless the situation is urgent or an emergency. If you are dissatisfied with the suspension of supply, you may cancel your subscription and we will refund any advance payments you made for products that were not delivered.
3.9. We can withdraw products
We can discontinue the provision of products and subscriptions. We will contact you at least 1 month in advance and we will refund any sums you have paid in advance for products that will not be delivered.
3.10. We do not offer compensation for all losses and damages incurred by us or our products
We are liable for any losses you suffer as a result of our breach of contract unless the loss is unexpected and it was not obvious that it would occur, and nothing you said to us before we accepted your order implied that we should have expected it, in which case the loss was unforeseeable under the law. Furthermore, if it was caused by a delaying event outside our control and we followed the steps outlined in these Terms and Conditions, or it was something you could have avoided by taking reasonable precautions, for example, if you mixed our products with other products. We will be liable for death or personal injury caused by our website as a result of negligence or the negligence of our employees, subcontractors, or agents, as well as for fraud or fraudulent misrepresentation by them.
4.1. Your legal right to change your mind
For most of our products purchased online or over the telephone, you have the legal right to change your mind and receive a refund, including the delivery costs. If you change your mind about any products, please contact us as soon as possible.
4.2. You have rights if there is an issue with your order
If you believe there is something wrong, you must contact us. We honour our legal duty to provide you with products that are as described to you on our website and comply with all applicable legal and regulatory requirements. Monderma’s products are classified as goods under the Consumer Rights Act 2015, which requires that they be as described, fit for purpose, and of satisfactory quality. During the expected lifespan of your products, your legal rights entitle you to a refund within 30 days if your products are faulty, and if your products do not last a reasonable length of time, you may be entitled to some money back. To learn more about your legal rights, visit the Citizens Advice website.
4.3. You have to return any products once they have been shipped and we will refund you
If your order is eligible for a refund, you must return the products to us within 14 days of contacting us that you have changed your mind. You can do this by us using an established delivery service, and we will refund any delivery costs you have paid. The maximum refund will be for the lowest-cost delivery option available. If you return products, you should keep a receipt or other proof from the delivery service that shows you sent it and when. If you do not do this and we do not receive the return within a reasonable time, we will not refund the purchase price. Please contact us if you require any additional assistance with returns, including arrangements for products that cannot be posted.
4.4. We can reduce your refund if you have used or damaged products
If you handle your order in a way which would not be acceptable in-store, we will reduce your refund to compensate for the reduced value. For example, if the packaging is damaged. In some cases, there may be no refund due.
4.5. When and how we refund you
If your order was not delivered, we will refund you as soon as possible and within 14 days of you informing us that you have changed your mind. We will refund you within 14 days of receiving them back from you or receiving proof that you sent them to us. We will refund you using the same method that you used to pay. We do not charge a fee for refunds.
4.6. When you cannot change your mind
You cannot cancel an order if the products have been unsealed after you receive them, or if the product delivered to you is personalised, such as a Custom Formula.
4.7. You can cancel your subscription at any time
You can cancel your Custom Formula subscription through your online account or by contacting us.
4.8. We can cancel your subscription at any time
We can cancel your subscription if you do not make payment when it is due and you still do not pay within 1 month of our reminder, if you do not provide us with the information or cooperation that we require to supply the products within a reasonable time of us asking for it, or if you do not allow us to deliver the products to you.
4.9. You can only transfer your contract with us to another party if we agree to this
This will not be possible with a Custom Formula.
4.10. No other parties have any rights under this contract
This is a contract between you and Monderma. Nobody else has the authority to enforce it, and neither of us will need to obtain permission from anybody else before changing or cancelling it.
4.11. If any of these Terms and Conditions are invalidated by a court, the rest will still apply
If a court or other authority decides that some of these Terms and Conditions are unlawful, the remaining provisions will remain in effect.
5.1. Share feedback to help us improve
If you are dissatisfied with Monderma’s website or products, please provide feedback so that we can improve. We do everything we can to ensure that our customers receive the best products and service available. However, we do not always get it right the first time. When this happens, we want you to tell us what went wrong so that we can put things right. Please contact us to share your valuable feedback.
5.2. How to make a complaint
We want to make it easy for you to tell us what went wrong, give your complaint the attention it deserves, resolve your complaint fairly and promptly, and ensure your satisfaction with how your complaint was resolved. Please contact us to make a complaint.
5.3. We aim to resolve complaints straight away
We typically respond to complaints within a few business hours and, in most cases, resolve them. For more complex cases, this may take longer, and we will contact you if we need an additional 3-5 working days to investigate your complaint. This will explain why we have not resolved your complaint, who is handling it, and when we will contact you again. We will make every effort to resolve your complaint as soon as possible; however, if you require an update, you can contact us and ask to speak with the person who is handling your complaint.
5.4. If we cannot reach an agreement with you
If your complaint exceeds the usual timeframe for resolving complaints, we will send you a final decision letter within 8 weeks which will explain our final position.
6.1. You have options to resolve questions or disputes with us
Please contact us in the first instance, and we will do our best to resolve any issues you may have with us or our products, as outlined in Feedback and Complaints. If you are still dissatisfied with the outcome, you can use an optional process called an Alternative Dispute Resolution (ADR). These Terms and Conditions are governed by English law and you may bring a claim against us in the English courts regardless of where you live. If you live in Wales, Scotland, or Northern Ireland, you may also bring a claim against us in those country’s courts. We may bring a claim against you in the courts of the country where you live.
6.2. Monderma is regulated by the General Pharmaceutical Council (GPhC)
Pharmacy Owner: Oliver Belcher
GPhC Registration Number: 9012305
Pharmacy Address: Unit 2C Gazelle Buildings, Wallingford Road, Middlesex UB8 2RW, United Kingdom
Registered Address: International House, 6 South Molton Street, London W1K 5QF, United Kingdom
Superintendent Pharmacist: Amandeep Dhillon
GPhC Registration Number: 2063921
Pharmacist Prescriber: Anand Vadgama
GPhC Registration Number: 2064587
For more information on how Monderma is regulated, visit the GPhC website.
