TERMS & CONDITIONS
The terms governing all orders, purchases and use of our website
Registered Office: 167-169 Great Portland Street, London, England, W1W 5PF
1. Introduction
1.1 These Terms and Conditions (“Terms”) govern all purchases, orders, website use and interactions with Freshstart Pharma UK Ltd (“Freshstart Pharma”, “we”, “us”, “our”).
1.2 Freshstart Pharma UK Ltd is a company registered in England and Wales. Registered office: 167-169 Great Portland Street, London, England, W1W 5PF.
1.3 By accessing our website or purchasing any product, you accept these Terms in full.
2. Age and Eligibility
2.1 Only individuals aged 18 or above may purchase products from Freshstart Pharma, save where a higher age threshold applies to a specific product category.
2.2 By placing an order, you warrant that all information provided is accurate and truthful.
3. Product Classification
3.1 Where products are supplied for research, laboratory or professional use only, such products:
3.1.1 are supplied strictly for the stated purpose and no other;
3.1.2 are provided in sealed, tamper-evident packaging or containment devices intended to preserve product integrity until use by an appropriately qualified person;
3.1.3 must not be administered to or used on any person or animal except in accordance with the product’s authorised use, applicable licence and any instructions issued by Freshstart Pharma;
3.1.4 carry only the claims expressly authorised for that product and no unauthorised therapeutic, diagnostic or medical claims; and
3.1.5 must only be handled by competent personnel within an appropriate, lawfully authorised environment.
3.2 Where products are supplied as general wellness, over-the-counter or pharmacy items, such products:
3.2.1 are supplied in accordance with their labelling, marketing authorisation (where applicable) and packaging instructions;
3.2.2 must be used strictly in accordance with the instructions and any guidance provided by a qualified healthcare practitioner or pharmacist; and
3.2.3 must be used responsibly and stored as directed.
4. Order Acceptance
4.1 All orders are subject to acceptance. Freshstart Pharma may decline any order at its sole discretion.
4.2 An order is accepted only once you receive written confirmation (for example, an order confirmation email).
4.3 Freshstart Pharma may cancel an order where:
4.3.1 incorrect or misleading information has been provided;
4.3.2 misuse or misrepresentation is suspected;
4.3.3 regulatory, safety or supply concerns arise; or
4.3.4 payment is refused or reversed.
5. Customer Obligations
5.1 You warrant that:
5.1.1 all information provided to Freshstart Pharma is complete, accurate and not misleading;
5.1.2 you meet the minimum age requirement and are legally capable of entering into a binding contract;
5.1.3 you will use all products strictly in accordance with their intended purpose, applicable law and section 3 of these Terms;
5.1.4 you will store and handle all products safely and in accordance with any instructions provided;
5.1.5 you will comply with all applicable laws, regulations and institutional requirements.
5.2 You agree to indemnify and hold harmless Freshstart Pharma, its directors, officers, employees and agents against any and all claims, losses, liabilities, damages, costs and expenses arising from:
5.2.1 your breach of these Terms;
5.2.2 your misuse of any product;
5.2.3 your failure to comply with applicable laws or regulations; or
5.2.4 any misrepresentation made by you in connection with an order.
6. KYC and Verification
6.1 Freshstart Pharma may, at its sole discretion, request professional, business or identity verification in connection with orders, or where risk factors are identified.
6.2 Freshstart Pharma is under no obligation to carry out Know Your Customer (KYC) checks in every case and the absence of such checks shall not create any liability for Freshstart Pharma.
6.3 Responsibility for lawful purchase, possession and use of products remains solely with the customer.
6.4 Failure to provide requested verification information may result in cancellation or non-fulfilment of an order.
7. Pricing and Payment
7.1 All prices are listed in GBP (£) unless otherwise stated.
7.2 Prices may be subject to VAT and other applicable taxes or duties.
7.3 Payment is required in full at the point of ordering, using the payment methods made available on the website.
7.4 Freshstart Pharma reserves the right to carry out fraud prevention checks which may delay dispatch in some circumstances.
7.5 If payment is not successfully received, the order will not be processed.
8. Cold-Chain and Temperature-Sensitive Products
8.1 Many Freshstart Pharma products are temperature-sensitive and require cold-chain handling or controlled storage conditions.
8.2 Risk in the products passes to you immediately upon delivery to the address you have provided, or upon collection where applicable.
8.3 Freshstart Pharma cannot verify or control storage conditions after delivery and accepts no liability for degradation, loss of potency or unsuitability of any product arising from storage, handling or transportation after delivery.
8.4 Temperature-sensitive products are strictly non-returnable and non-refundable, save where required by consumer law in circumstances that cannot lawfully be excluded.
9. Refunds
9.1 The Refund Policy forms part of these Terms and is available as a separate document.
9.2 Subject to your statutory rights, no refunds will be issued for:
9.2.1 cold-chain or temperature-sensitive products once they have been dispatched;
9.2.2 products that have been opened, used, stored incorrectly or tampered with after delivery;
9.2.3 products damaged as a result of customer mishandling or failure to follow instructions.
9.3 Any refund that may be granted as a goodwill gesture shall be entirely at Freshstart Pharma’s discretion and shall not constitute a waiver of these Terms.
10. Shipping
10.1 The Shipping Policy forms part of these Terms and is available as a separate document.
10.2 Delivery timeframes provided by Freshstart Pharma or its couriers are estimates only and are not guaranteed.
10.3 Freshstart Pharma is not liable for delays caused by couriers, customs, regulatory checks or events outside our reasonable control.
10.4 The customer is responsible for ensuring that products can be lawfully imported into the destination country and for paying any associated customs duties, taxes or charges.
11. Limitation of Liability
11.1 To the fullest extent permitted by law, Freshstart Pharma shall not be liable for:
11.1.1 any misuse, off-label use or unauthorised administration of any product;
11.1.2 any loss, damage or injury arising from failure to follow these Terms or any instructions provided with the products;
11.1.3 any indirect, consequential, special or incidental loss, including loss of profit, business or opportunity.
11.2 Freshstart Pharma’s total aggregate liability in respect of any claim arising out of or in connection with a contract for the supply of products shall not exceed the total amount paid by you for the specific order giving rise to the claim.
11.3 Nothing in these Terms shall limit or exclude liability for:
11.3.1 death or personal injury caused by Freshstart Pharma’s negligence;
11.3.2 fraud or fraudulent misrepresentation; or
11.3.3 any other liability that cannot lawfully be limited or excluded.
12. Intellectual Property
12.1 All trademarks, trade names, logos, packaging designs, documentation, images, website content and related intellectual property rights are owned by or licensed to Freshstart Pharma.
12.2 You may not reproduce, modify, distribute or exploit any of Freshstart Pharma’s intellectual property without prior written consent.
12.3 Purchase of a product does not grant any licence or right to use Freshstart Pharma’s intellectual property beyond what is necessary for lawful use of the product itself.
13. Business-to-Business (B2B) Purchases
13.1 Where the customer is a business, pharmacy, clinic or other organisation, the customer warrants that:
13.1.1 it is duly incorporated or established and has full capacity and authority to enter into these Terms;
13.1.2 the person placing the order is authorised to bind the organisation;
13.1.3 products will be used or onward supplied only in strict compliance with all applicable laws and regulations.
13.2 Resale or onward supply of products is only permitted where expressly agreed in writing by Freshstart Pharma and may be subject to additional terms, including further indemnities and territorial restrictions.
13.3 To the extent permitted by law, statutory consumer protections shall not apply to B2B transactions and liability may be further limited in any separate written agreement.
14. Force Majeure
14.1 Freshstart Pharma shall not be liable for any delay or failure in performance of its obligations under these Terms where such delay or failure results from events, circumstances or causes beyond its reasonable control, including but not limited to:
14.1.1 courier or logistics failures;
14.1.2 supply chain disruption;
14.1.3 regulatory changes or enforcement action;
14.1.4 natural disasters, pandemics or other acts of God;
14.1.5 strikes, lockouts or industrial disputes.
14.2 In such circumstances, Freshstart Pharma’s obligations shall be suspended for the duration of the event.
15. Suspension and Termination
15.1 Freshstart Pharma may suspend or terminate any order, account or access to services immediately where:
15.1.1 misuse of products is suspected;
15.1.2 fraudulent or unlawful behaviour is identified;
15.1.3 you are in material breach of these Terms.
15.2 Termination shall not affect any rights, remedies, obligations or liabilities that have accrued up to the date of termination.
16. Governing Law and Jurisdiction
16.1 These Terms, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter.
17. Contact Information
For any questions regarding these Terms, please contact:
Freshstart Pharma UK Ltd
167-169 Great Portland Street
London
England
W1W 5PF
Email: info@freshstartpharma.co.uk
Website: www.freshstartpharma.co.uk