Privacy Policy
Privacy & Refunds Policy
How CareCraftMedsNow collects, uses and protects your data — and what to do if something goes wrong with your order.
This Privacy Policy explains how CareCraftMedsNow collects, uses, and protects your personal information By using our website or services, you agree to the practices described below.
1Who we are
CareCraftMedsNow is a pharmaceutical dispensary company. All dispensing is conducted by an expert.
For the purposes of data protection law, CareCraftMedsNow is the data controller of the personal information you provide to us.
2Data we collect
We collect personal information in the following categories:
Identity and contact information
- Full name, date of birth, and gender
- Postal address, email address, and telephone number
Transaction and account data
- Order history, payment records (we do not store full card details)
- Account login credentials
- Delivery preferences and address book entries
Technical and usage data
- IP address, browser type, and device identifiers
- Pages visited, time spent on site, and referring URLs
- Cookie and tracking data (see Section 6)
We never sell your personal data to third parties for marketing purposes. Health data is treated as special category data and is afforded the highest level of protection.
3How we use your data
We use your personal information to:
- Verify your identity and personal data
- Process and fulfil your medication orders and deliver them to your address
- Conduct pharmacist-led consultations and provide clinical advice
- Maintain accurate delivery records
- Manage your account, process payments, and handle refunds or returns
- Send order confirmations, dispensing updates, and delivery notifications
- Respond to your enquiries and resolve complaints
- Improve our website and services using anonymised analytics data
- Send marketing communications where you have given explicit consent (you may opt out at any time)
4Legal basis for processing
We process your personal data on the following legal grounds:
- Contract performance — processing necessary to fulfil your order or service agreement
- Legal obligation — maintaining delivery records
- Vital interests — where processing is necessary to protect your health or safety
- Legitimate interests — fraud prevention, website security, and improving our services
- Explicit consent — for marketing communications and processing of special category health data where required
You have the right to withdraw consent at any time without affecting the lawfulness of processing carried out before withdrawal.
5Sharing your data
We may share your personal data with the following categories of recipients, only to the extent necessary:
- Delivery partners — to fulfil postal and courier delivery of your medication
- Payment processors — to securely process your transactions (they do not receive your health data)
- IT and platform providers — who host and maintain our website and ordering system under strict data processing agreements
We do not transfer your personal data except where legally permitted and appropriate safeguards are in place.
6Cookies
Our website uses cookies — small text files stored on your device — to make the site function correctly and to understand how visitors use it. We use the following types of cookies:
- Essential cookies — required for the site to operate, including session management and secure login. These cannot be disabled.
- Analytics cookies — used to understand visitor behaviour and improve site performance (e.g. Google Analytics). These are only set with your consent.
- Functional cookies — remember your preferences such as language or delivery address.
- Marketing cookies — only used where you have provided explicit consent.
You can manage your cookie preferences at any time via our cookie banner or your browser settings. For more information.
7Data retention
We retain your personal data for as long as necessary to fulfil the purposes for which it was collected, including to meet legal, regulatory, and reporting requirements:
- delivery records — retained for a minimum of 2 years from the date of delivery.
- Financial and transaction records — retained for 7 years
- Account data — retained for the duration of your account and for 2 years following account closure
- Marketing consent records — retained for 3 years from the date of last interaction or until consent is withdrawn
When data is no longer required, it is securely deleted or anonymised.
8Your rights
you have the following rights regarding your personal data:
- Right of access — request a copy of the personal data we hold about you
- Right to rectification — ask us to correct inaccurate or incomplete data
- Right to erasure — request deletion of your data where there is no legitimate reason for us to continue processing it
- Right to restrict processing — ask us to suspend processing of your data in certain circumstances
- Right to data portability — receive your data in a structured, machine-readable format
- Right to object — object to processing based on legitimate interests or for direct marketing
- Rights related to automated decision-making — not to be subject to solely automated decisions that significantly affect you
To exercise any of these rights, contact us at support@carecraftmedsnow.net. We will respond within 30 days. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data has been handled unlawfully.
9Security
We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, or disclosure. These include:
- SSL/TLS encryption for all data transmitted between your browser and our servers
- Role-based access controls limiting data access to authorised staff only
- Regular security audits and staff data protection training
- Secure payment processing — we do not store full card numbers on our systems
In the event of a data breach that is likely to result in a risk to your rights and freedoms, we will notify the ICO within 72 hours and inform you without undue delay where required.
11Children
Our services are not directed at children under the age of 16. We do not knowingly collect personal data from children. If you believe a child has provided us with personal information, please contact us immediately at support@carecraftmedsnow.net and we will delete it promptly.
Where a prescription is being managed on behalf of a child by a parent or guardian, the adult is responsible for the accuracy of information provided and for consenting on behalf of the child.
12Changes to this policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will update the “Last updated” date at the top of this page and, where appropriate, notify you by email. We encourage you to review this policy periodically.
13Contact us
If you have any questions about this Privacy Policy or how we handle your personal data, please contact us:
Important: Due to the nature of prescription medications and regulatory requirements, our ability to offer refunds is more limited than standard retail returns. Please read this policy carefully before placing an order.
1Overview
CareCraftMedsNow is committed to ensuring you receive the correct medication in perfect condition. This Refunds Policy sets out when you are entitled to a refund or replacement, how to request one, and how we will process it. This policy is governed by consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
If you have a question not covered here, please contact us at support@carecraftmedsnow.net before placing your order.
2Non-prescription items
For over-the-counter (OTC) products, health supplements, and non-prescription health items, you have the right to return items within 14 days of receipt under the Consumer Contracts Regulations 2013, provided:
- The item is unused and in its original, unopened packaging
- The item is not a perishable or hygiene-sensitive product that cannot be resold once opened
- You notify us of your intent to return within 14 days of delivery
Return postage for change-of-mind returns is the customer’s responsibility. We recommend using a tracked service as we cannot be responsible for items lost in return transit.
4Damaged or incorrect orders
If your order arrives damaged, incomplete, or incorrect, we will resolve this at no cost to you. Please follow these steps:
- Contact us within 48 hours of receiving your order
- Email support@carecraftmedsnow.net with your order number and a description of the issue
- Attach photographs of the damaged or incorrect item and its packaging
- We will assess your case and respond within 2 business days
We will offer either a full refund to your original payment method or a replacement dispatch at our discretion, unless you have a specific preference.
Do not dispose of damaged items until we have confirmed resolution. We may ask you to return them for our quality assurance records.
5How to request a refund
To request a refund, please contact us using one of the following methods:
- Email: support@carecraftmedsnow.net — include your order number, the reason for your refund request, and any supporting photographs
- Contact form: carecraftmedsnow.net/contact
Please have your order confirmation email to hand when contacting us, as this will help us locate your order quickly and speed up the process.
6Refund timeline
Once a refund has been approved, we aim to process it as quickly as possible:
- Approval decision: within 2–5 business days of receiving your request and any required evidence
- Refund processing: within 5–10 business days of approval
- Funds appearing in your account: depends on your bank or card issuer — typically 3–5 additional business days
Refunds are always issued to the original payment method used at checkout. We are unable to refund to a different card or account.
If you have not received your refund after 14 business days from approval, please contact us and we will investigate with our payment processor.
7Cancellations
You may cancel an order before dispensing begins for a full refund. Once our pharmacist has begun the dispensing process for a prescription medication, cancellation may not be possible.
To cancel an order, contact us as soon as possible at support@carecraftmedsnow.net . Please include your order number in all communications.
- Cancelled before dispensing: full refund within 5–10 business days
- Cancelled after dispensing but before dispatch: refund at our discretion, subject to the prescription medication return restrictions in Section 2
- Cancelled after dispatch: not possible — please refer to Section 2 or Section 4 if applicable
8Delivery issues
If your order has not arrived within the expected delivery window, please:
- Check your tracking information (provided in your dispatch confirmation email)
- Allow 2 additional business days beyond the estimated delivery date before contacting us
- Contact us if your order is still missing — we will investigate with our delivery partner
If an order is confirmed lost by the delivery carrier, we will either resend your order or issue a full refund at no cost to you. We cannot be held responsible for orders delayed due to circumstances outside our control, such as extreme weather events or Royal Mail industrial action, but we will always work with you to find a resolution.
9Exceptions
The following items are non-refundable under any circumstances:
- Dispensed prescription medications where no fault lies with CareCraftMedsNow (see Section 2)
- Perishable products or items with broken seals where the break was not caused by us
- Personalised or compounded medications prepared specifically for you
- Items damaged by the customer after delivery
- Digital downloads or electronic prescriptions once accessed
10Your consumer rights
Nothing in this Refunds Policy affects your statutory rights under UK law. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you are entitled to a repair, replacement, or refund regardless of the terms of this policy.
11Contact us
For any refund enquiries, complaints, or questions about this policy, please reach our pharmacy team:
