Delivery Policy

1. Purpose

This policy explains how Synova Med delivers medicines to patients the timescales, packaging standards, courier arrangements, and what happens if things go wrong.

2. Delivery Scope

• We deliver only to UK mainland addresses and selected UK offshore locations.
• We do not deliver internationally.
• Delivery address must match the registered patient's verified address.
• We cannot deliver to PO boxes, freight forwarders, or shared accommodation reception desks.

3. Delivery Options and Timescales

Delivery timescales start from dispatch, not from order placement. Orders are only dispatched after clinical review and accuracy check.

4. Dispatch Cut-Off Times

To qualify for next-day delivery, your consultation must be approved and paid for before the daily cut-off (currently 2pm Monday to Friday). Orders approved after cut-off are dispatched the following working day.

5. Packaging

• All medication is dispatched in discreet, plain packaging no branding or clinical information visible externally.
• Cold-chain medicines (e.g. GLP-1 injectables, some women's health injectables): shipped in temperature-controlled packaging maintained at 2-8°C for at least 48 hours in transit, with a temperature-indicator strip included.
• Oral medicines and topical products (e.g. hair loss tablets, ED tablets, skincare, antibiotics, contraceptive pills): shipped in tamper-evident, moisture-resistant packaging at ambient temperature.
• A patient information leaflet (PIL) is supplied with every medicine.
• Packaging is recyclable where possible.

6. Tracking

You will receive a tracking link by email and SMS once your order is dispatched. You can monitor progress and arrange re-delivery or collection if you are not in when the courier calls.

7. Receiving Your Delivery

On receipt:

• Check the packaging is intact and shows no signs of tampering.
• If cold-chain, check the temperature indicator is within the acceptable range.
• Check the medication is not damaged or visibly compromised.
• Refrigerate cold-chain medicines promptly (within 2 hours of delivery). Store oral and topical medicines as directed on the PIL.

If packaging has been tampered with, the temperature indicator is outside range, or the product appears compromised, do not use it. Contact us within 48 hours for a free replacement.

8. Failed Deliveries

If you are not in when the courier calls:

• The courier will attempt redelivery (usually up to 2 more attempts).
• You may be able to nominate a neighbour or safe place via the courier's app.
• After the final failed attempt, the parcel returns to our pharmacy.
• We will contact you to arrange redelivery. Additional charges may apply for repeat dispatch.

9. Lost or Delayed Parcels

If your order has not arrived within the expected timeframe:

• Contact us at info@synovamed.co.uk or 07822 002914.
• We will investigate with the courier.
• If the parcel is confirmed lost, we will replace it at no additional charge.
• If the delay means the medication is no longer viable (e.g. cold-chain breach), we will send a fresh supply.

10. Regulatory Compliance

Our delivery process aligns with:

• MHRA Good Distribution Practice (GDP) for medicines in the UK.
• GPhC Standards for Registered Pharmacies.
• Human Medicines Regulations 2012.
• Consumer Rights Act 2015.

11. Courier Partners

We use UK-licensed courier partners with proven cold-chain capability. Our couriers are contracted to meet defined delivery and temperature-control standards.

12. Your Responsibilities

• Provide an accurate delivery address.
• Tell us in advance of any address changes.
• Be available to receive the delivery, or arrange a safe place.
• Store the medication as directed on arrival.
• Contact us promptly if there is a delivery issue.

13. Policy Review

Reviewed every 2 years. Next review: April 2028.

SynovaMed (trading name of Nihaal Limited) | 11 Blaby Road, South Wigston, Wigston, LE18 4PA | GPhC: 9012552 | 07822 002914 | info@synovamed.co.uk Document Ref: POL-015 | Version 2.0 Effective: 19 April 2026 | Next Review: April 2028 Superintendent Pharmacist: Chirag Desai (GPhC: 2079415)