Terms and conditions
Terms and Conditions of Sale – DoToR
Last Updated: 20-03-2026
1. Introduction
1.1 These terms govern your use of DoToR’s services via www.dotor.co.uk and the supply of products and services by DoToR.
DoToR is registered in England and Wales under Company No. 16291375.
VAT No. GB 489 7829 03.
Registered office: 106 St. Marys Court, Amersham, HP7 0UT.
1.2 By accessing our website or placing an order, you agree to these terms. If you do not agree to these terms, you should not use our website or services.
2. Contact Information
2.1 You can contact us using the following details:
Email: customerservices@dotor.co.uk
2.2 We may contact you by email, phone, SMS, or postal address using the details provided during the ordering process.
3. Orders and Contracts
3.1 Order Acceptance
A contract between you and DoToR begins when we confirm that your order has been approved by our prescribers and accepted for processing.
3.2 Order Rejection
We may reject or cancel an order for reasons including, but not limited to:
- stock unavailability;
- clinical inappropriateness;
- failed identity, eligibility, or clinical checks;
- pricing or product description errors;
- delivery limitations;
- suspected misuse, abuse, or fraudulent activity; or
- failure to provide required information.
3.3 ID and Clinical Checks
Orders may require identity verification, clinical assessment, and pharmacist review before approval and dispatch. Dispatch delays may occur where further checks, information, or clarification are required.
4. Products and Services
4.1 Product Packaging
Product packaging may differ from images shown on the website. Images are provided for illustrative purposes only.
4.2 Prescription Medications
Prescription-only medicines are supplied only after appropriate clinical review by qualified prescribers and pharmacy professionals.
Once a medicine has been dispensed, it cannot normally be returned or refunded unless there is a confirmed dispensing error, delivery issue, damage on arrival, or product/device fault.
5. Pricing and Payment
5.1 Prices include VAT unless stated otherwise. Accepted payment methods may include Visa, Mastercard, American Express, Apple Pay, Google Pay, or other payment methods made available at checkout.
5.2 Price Errors
If we identify a pricing error before your order is processed, we will notify you. We may cancel the order, request payment of the corrected price, or issue a refund where payment has already been taken.
5.3 Failed Payments
If a payment fails, the order will not be processed or dispatched until successful payment has been received.
6. Delivery
6.1 Shipping
Orders are usually dispatched within 1–2 working days after clinical approval, subject to stock availability, successful payment, and completion of any required checks.
Temperature-sensitive items may be sent using suitable temperature-controlled or insulated packaging where appropriate.
6.2 Address Responsibility
You are responsible for ensuring that the delivery address provided is complete and accurate. DoToR is not responsible for failed or delayed delivery caused by incorrect, incomplete, or inaccessible delivery details provided by you.
6.3 Delays
DoToR is not liable for delays caused by events outside our reasonable control, including courier delays, severe weather, strikes, access issues, or other disruption to postal or courier services.
6.4 Delivery Concerns
If your parcel arrives damaged, delayed, warm to the touch, or you have concerns about cold-chain packaging or temperature exposure, you must contact us immediately before using the medicine.
7. Returns, Refunds and Faulty Products
7.1 No Returns for Dispensed Medicines
For patient safety and regulatory reasons, dispensed prescription medicines cannot normally be returned, reused, or resold once they have left the pharmacy.
7.2 Refunds for Rejected Orders
Where an order is rejected before dispatch, any payment already taken will usually be refunded within 5–14 working days, depending on your bank or payment provider.
7.3 Faulty, Damaged or Suspected Defective Weight Loss Pens
Weight loss injection pens, including but not limited to Mounjaro® and Wegovy®, are prescription-only medicines and medical devices. Once a prescription medicine has been clinically approved and dispatched, it cannot normally be returned or refunded unless there is a confirmed dispensing error, delivery issue, damage on arrival, or suspected product or device fault.
If you believe your pen is faulty, damaged, leaking, not dispensing correctly, has been exposed to unsafe temperatures, or appears different from what you expected, you must stop using it immediately and contact the DoToR Patient Care Team as soon as possible.
Where a pen is reported as faulty, damaged, or defective, we will require the pen to be returned to us for investigation before we can issue a replacement, refund, or other resolution. This allows us to assess the issue properly and, where necessary, liaise with the manufacturer, supplier, or other relevant party.
It is important that the pen is not damaged further, tampered with, altered, opened unnecessarily, used further, or disposed of before it has been returned to us and investigated. If the pen or packaging is damaged further, tampered with, used after the issue has been identified, or thrown away before we have had the opportunity to inspect it, we may not be able to issue a replacement or refund.
You must keep hold of:
- the pen;
- the outer box and packaging;
- any remaining medicine;
- delivery packaging;
- temperature packaging, where relevant;
- batch number and expiry details; and
- photographs or videos showing the issue, where possible.
Do not throw the pen away unless DoToR, the manufacturer, or a relevant medicines safety authority advises you to do so.
Where a fault is confirmed following investigation, DoToR will work with the manufacturer and/or supplier to arrange an appropriate resolution. This may include a replacement pen, refund, or alternative action depending on the circumstances and the outcome of the investigation.
DoToR is not responsible for faults, damage, reduced effectiveness, or loss where the issue has arisen because the medicine was:
- not stored according to the patient information leaflet;
- left unrefrigerated beyond permitted limits;
- exposed to excessive heat, cold, direct sunlight, or other unsuitable conditions after delivery;
- used after the recommended in-use period;
- used incorrectly;
- damaged after delivery;
- used further after a fault or defect was suspected;
- disposed of before investigation; or
- transferred to or used by another person.
For patient safety, DoToR may ask for photographs, videos, batch details, delivery information, and a description of how the pen was stored and used. We may also advise you to contact the manufacturer directly or report the issue through the MHRA Yellow Card scheme where appropriate.
This section does not affect your statutory rights where a product is genuinely faulty, damaged, incorrectly supplied, or not as described.
8. Weight Loss Treatments
8.1 Billing
Payments are processed on a per-order basis only. We do not offer recurring payments or subscriptions. Each new order must be placed and paid for separately before dispatch.
8.2 Health Monitoring
We may request mandatory weight updates, photo uploads, identity checks, or health check-ins to ensure treatment remains safe and appropriate.
Failure to provide these when requested may result in cancellation of any outstanding or future orders. Any payments already made for cancelled orders will be refunded where the order has not been dispatched.
8.3 Clinical Suitability
Weight loss treatment is subject to ongoing clinical review. We reserve the right to decline, pause, or cancel treatment where it is not clinically appropriate, where required information is not provided, or where there are concerns about safe use.
9. Liability and Complaints
9.1 Our Liability
We are responsible for foreseeable losses caused by our breach of these terms or our negligence.
We are not responsible for:
- business losses;
- loss caused by incorrect, incomplete, or misleading information provided by you;
- loss caused by failure to follow storage, usage, or medical instructions;
- delays caused by events outside our reasonable control; or
- misuse of medicines or products after delivery.
Nothing in these terms excludes or limits our liability where it would be unlawful to do so.
9.2 Complaints
If you have a complaint, please email:
We aim to acknowledge complaints within 48 hours and respond as quickly as reasonably possible.
10. Privacy and Data Security
10.1 Data Use
We use your personal information to process orders, provide clinical care, complete identity checks, process payments, manage delivery, and meet our legal and regulatory obligations.
Your information may be shared where necessary with:
- partner prescribing services;
- pharmacy professionals;
- payment providers;
- courier services;
- identity verification providers;
- regulatory bodies, where required; and
- other service providers involved in delivering our services.
10.2 Security
We use appropriate technical and organisational measures to protect your data. Payment and financial data are processed by secure, PCI-compliant payment partners.
Please refer to our Privacy Policy for further information.
11. General Terms
11.1 Amendments
We may update these terms from time to time. Any changes will apply to future orders unless a change is required by law, regulation, or clinical governance requirements.
11.2 Governing Law
These terms are governed by English law. Disputes will be subject to the jurisdiction of the courts of England and Wales.
12. Referral Scheme
12.1 Eligibility
Where offered, referral credit may be subject to minimum spend, maximum annual limits, and transaction limits.
12.2 Rules
Referral scheme rules may include:
- no public promotion of prescription-only medicines;
- no inappropriate advertising of prescription-only medicines;
- codes may expire after a stated period;
- referral rewards may be changed, suspended, or withdrawn at any time;
- referral credit has no cash value unless expressly stated; and
- where a user switches to an affiliate partner arrangement, any referral credits may be recalculated or replaced in line with the relevant affiliate agreement.
DoToR reserves the right to refuse, cancel, or remove referral credit where misuse, abuse, self-referral, public promotion of prescription medicines, or fraudulent activity is suspected.
13. Acceptance of Terms
By using DoToR, accessing our website, or placing an order, you confirm that you accept these Terms and Conditions.
For queries, please contact:
