Terms and Conditions

Last updated: 4 August 2026

These Terms and Conditions govern your use of theclinicvault.shop and purchases made from The Clinic Vault. Please read them carefully before placing an order.

By using our website or submitting an order, you agree to these Terms. If you do not agree, you must not use the website or purchase from us.

1. About Us

The Clinic Vault is operated by:

Legal business name: [LEGAL BUSINESS NAME]
Trading name: The Clinic Vault
Company number: [COMPANY NUMBER, IF APPLICABLE]
Registered address: [REGISTERED BUSINESS ADDRESS]
Email: [CUSTOMER-SERVICE EMAIL]
Telephone: [BUSINESS TELEPHONE NUMBER]
VAT number: [VAT NUMBER, IF APPLICABLE]

2. Eligibility

You must be at least 18 years old and legally capable of entering into a contract to place an order.

Certain products may only be supplied to licensed, qualified or otherwise authorised professionals. Where this applies, you must:

• Purchase solely within the scope of your qualifications and authority.
• Provide accurate and current verification information.
• Comply with all laws governing the purchase, possession, storage, administration, advertising and resale of the product.
• Ensure that products are used only by appropriately trained and authorised persons.

We may request evidence of identity, age, qualifications, professional registration, business status or prescribing authority. We may reject or cancel an order if eligibility cannot be verified.

Nothing on our website permits a person to purchase or use a product unlawfully.

3. Medical and Professional-Use Products

Some products offered through our website may be medicines, medical devices, injectable preparations, topical anaesthetics or products intended exclusively for professional use.

Product descriptions are provided for general product-identification and commercial information. They are not medical advice, prescribing guidance, treatment protocols or a substitute for the manufacturer’s authorised instructions.

You must not:

• Self-administer a professional-use or injectable product.
• Use a product without the necessary training, licence, prescription or clinical authority.
• Rely on website content to diagnose or treat a medical condition.
• Use a product for an unauthorised purpose contrary to applicable law or its approved instructions.

Products must be administered only by appropriately qualified professionals following a proper patient assessment, informed consent, the authorised product information and applicable clinical standards.

If a prescription is legally required, an order will not be fulfilled unless a valid prescription or other lawful authorisation has been provided and accepted through the appropriate process.

4. Product Information

We take reasonable care to present accurate product names, strengths, quantities, photographs and descriptions. Packaging may change, and images may be illustrative.

Before use, the purchaser must check:

• The product name, active ingredient and strength.
• The package quantity and presentation.
• The batch number and expiry date.
• Storage conditions and evidence of temperature damage.
• Tamper-evident and authenticity features.
• The manufacturer’s instructions and regulatory status in the place of use.

Do not use a product that is damaged, expired, incorrectly supplied, suspected to be counterfeit or stored outside its required conditions. Contact us immediately and retain the product and packaging for investigation.

5. Availability

Products are subject to availability. Adding an item to your basket does not reserve it.

We may apply order limits or discontinue products without notice. If an ordered product is unavailable, we will contact you and provide an appropriate refund for the unavailable item.

We will not substitute a different product or strength without your agreement.

6. Orders and Contract Formation

Your order is an offer to purchase products from us. An automated order-confirmation message only confirms that we have received that offer.

A binding contract is formed when we send a dispatch confirmation, unless we expressly state otherwise.

We may reject or cancel an order before dispatch where:

• A product is unavailable.
• The price or description contains an obvious error.
• Payment is not authorised.
• We cannot verify the purchaser’s identity or eligibility.
• We reasonably suspect fraud, unlawful resale, misuse or a breach of these Terms.
• Supplying the product would breach legal, regulatory, sanctions or shipping restrictions.

If payment has already been taken for a cancelled order, we will refund the relevant amount.

7. Prices and Payment

Prices are shown in [GBP/CHOSEN CURRENCY] and [include/exclude] VAT, unless stated otherwise.

Delivery fees and any other applicable charges will be displayed before the order is submitted.

For international orders, the recipient may be responsible for import VAT, customs duties, clearance fees and other local charges. These charges are not included unless expressly stated at checkout.

Payment must be made through an accepted payment method. You confirm that you are authorised to use the payment details supplied.

8. Delivery

Available delivery methods, charges and estimates will be displayed at checkout.

Delivery dates are estimates unless we expressly agree to a guaranteed date. Delays may occur because of customs checks, courier disruption, adverse weather, regulatory controls or other circumstances beyond our reasonable control.

You are responsible for supplying a complete and accurate delivery address and ensuring that an authorised recipient is available where a signature, age check, professional verification or immediate refrigerated storage is required.

Please inspect the delivery promptly. Notify us at [CUSTOMER-SERVICE EMAIL] within [24/48] hours if:

• A parcel appears damaged or tampered with.
• A temperature-sensitive shipment arrives outside its specified conditions.
• An item is missing, incorrect, broken or leaking.

Include the order number and clear photographs. This notification period helps us investigate but does not reduce any statutory rights.

9. International Orders

Before ordering internationally, you are responsible for checking whether the products may lawfully be imported, possessed, supplied and used in the destination country.

We may refuse delivery to locations affected by legal, regulatory, courier or sanctions restrictions.

Nothing in this section transfers to you any responsibility that the law requires us to retain. Where an order is stopped or destroyed by customs because the purchaser lacked a required local authorisation, refunds will be handled in accordance with applicable law and the circumstances of the order.

10. Cancellation and Returns

Consumer cancellation rights

If you purchase as a UK consumer, you will normally have the right to cancel an eligible online order within 14 days after receiving the goods. You must then return the goods within the legally applicable period.

To cancel, send a clear statement containing your name, order number and the items concerned to [RETURNS EMAIL].

Products that cannot be returned after opening

Cancellation rights may not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once their seal has been broken after delivery.

For safety and integrity reasons, we cannot place returned medicines, injectables, sterile products, temperature-controlled goods or other sensitive healthcare products back into sale unless we can lawfully establish that their quality and storage integrity have been maintained.

Do not return anything until we provide return instructions.

Condition of returns

Where a return is legally permitted, products should be unopened, unused, undamaged and in their original packaging. You must take reasonable care of them while they are in your possession.

You may be responsible for return postage where you cancel because you changed your mind, provided we informed you of that responsibility before purchase.

Statutory rights

Nothing in these Terms excludes your legal rights concerning faulty, damaged, unsafe, misdescribed or incorrectly supplied goods.

Business purchasers may have different cancellation and return rights. Any applicable business return arrangements will be stated separately or agreed in writing.

11. Refunds

Approved refunds will be issued to the original payment method.

We will process consumer refunds within the period required by applicable law. We may withhold a refund until returned goods are received or you provide evidence that they have been sent, where legally permitted.

Original standard-delivery charges will be refunded when required by law. Additional costs resulting from your selection of an enhanced delivery method may not be refundable.

12. Storage and Handling

You must follow all storage, handling and transportation instructions shown on the packaging or supplied by the manufacturer.

This includes requirements concerning:

• Temperature and cold-chain storage.
• Protection from light, moisture or freezing.
• Sterility and contamination prevention.
• Secure storage away from children and unauthorised persons.
• Expiry dates and safe disposal.

We are not responsible for deterioration caused after delivery by improper storage, handling, transport or use, except where the law provides otherwise.

13. Product Recalls and Safety Notices

You must retain order, batch and treatment records where professionally or legally required.

If we or a manufacturer issue a recall or safety notice, you must stop supplying or using the affected product and follow the instructions provided. Business and professional purchasers must pass relevant safety information to affected recipients where required.

14. Website Accounts

You are responsible for keeping account credentials confidential and for activity conducted through your account.

Information supplied to us must be complete, accurate and current. Notify us immediately if you suspect unauthorised access.

We may suspend or close an account where we reasonably believe it is being used fraudulently, unlawfully or in breach of these Terms.

15. Acceptable Use

You must not:

• Use the website for an unlawful or fraudulent purpose.
• Attempt to gain unauthorised access to the website or another user’s account.
• Introduce malware or interfere with the website’s operation.
• Scrape, copy or commercially exploit website content without permission.
• Submit false reviews, qualifications, prescriptions or verification information.
• Use our products, descriptions or images to support unlawful or misleading advertising.

16. Intellectual Property

The website and its content—including text, layout, branding, graphics and original product photography—are owned by or licensed to us and protected by intellectual-property law.

You may view and print content for personal or internal business reference. You may not reproduce, modify, redistribute or commercially exploit it without prior written permission.

Third-party trademarks and product names remain the property of their respective owners.

17. Third-Party Links

Links to third-party websites are provided for convenience. We do not control or endorse their content and are not responsible for their availability, security, terms or privacy practices.

18. Our Responsibility

We do not exclude or restrict liability where doing so would be unlawful, including liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Breach of statutory rights that cannot legally be excluded.
• Defective products where liability cannot legally be excluded.

Subject to those protections, we are not responsible for loss caused by unlawful, unauthorised or clinically inappropriate use; failure to follow authorised instructions; improper storage after delivery; or administration by an unqualified person.

If you are a consumer, we are responsible for losses that are a foreseeable result of our breach. We are not responsible for business losses such as lost profit, revenue, opportunity or goodwill arising from a consumer purchase.

If you purchase wholly or mainly for business purposes, any additional limitations of liability must be set out in a separate business agreement or in provisions reviewed for suitability by a solicitor.

19. Events Outside Our Control

We are not responsible for delay or failure caused by circumstances outside our reasonable control, including transport disruption, customs action, natural disasters, industrial disputes, epidemics, utility failures, cyber incidents or government restrictions.

We will take reasonable steps to reduce the effect of the event and resume performance where possible. Your statutory rights remain unaffected.

20. Privacy

Our processing of personal information is explained in our Privacy Policy. Our use of cookies should also be explained through our cookie settings and Cookie Policy.

21. Changes to These Terms

We may update these Terms to reflect changes to our business, website or legal obligations.

The Terms applying to an order are normally those in force when the order is submitted. Updated Terms will be published with a revised “last updated” date.

22. Complaints

Contact us first if you have a complaint:

Email: [CUSTOMER-SERVICE EMAIL]
Telephone: [BUSINESS TELEPHONE NUMBER]
Postal address: [POSTAL ADDRESS]

Please include your order number and a clear explanation of the issue. We will acknowledge and investigate the complaint within a reasonable period.

23. Governing Law

These Terms and any dispute relating to them are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you retain any mandatory protections available under the law of the country where you live and may bring proceedings in the courts available to you under applicable law.

If you are a business purchaser, the courts of England and Wales will have exclusive jurisdiction unless otherwise agreed in writing.

24. General Provisions

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

A delay in enforcing a right does not waive that right.

No person other than you and us has a right to enforce the contract, except where applicable law provides otherwise.

You may not transfer your rights or obligations without our written agreement. We may transfer ours as part of a lawful sale, reorganisation or transfer of the business, provided this does not reduce your legal rights.