How to request pharmacy services, obtain counselling and raise concerns at your selected LifeStyle pharmacy.
Last updated: 21 July 2026
These procedures explain how patients and members of the public can use pharmacy services at LifeStyle Pharmacy Group locations. Select the pharmacy that will assist you and contact it directly. Its responsible pharmacist oversees pharmacy services and can help with a private consultation or a concern.
A website message, WhatsApp message or order request is not confirmation that a medicine can or will be supplied. A pharmacist must review each request, and supply remains subject to a valid prescription where required, professional assessment, legal requirements and medicine availability.
Take the prescription to your selected pharmacy or arrange for it to be sent through a lawful channel accepted by that pharmacy. Provide the information the pharmacist reasonably needs to identify the patient, assess the prescription and check relevant medicine history, allergies and other treatment.
Before supply, the pharmacist may clarify the prescription with the prescriber or ask further questions. As part of dispensing a new prescription, the pharmacist provides counselling tailored to the patient, the prescribed medicine and the patient's questions. This may cover the medicine's purpose, dose, timing, duration, storage, important precautions, possible unwanted effects and what to do about a missed dose. You may request a private counselling conversation. The pharmacist may withhold supply or refer you to a prescriber when professional or legal requirements are not met.
Contact your selected pharmacy with the valid repeat prescription or the details needed to locate an existing repeat prescription. The pharmacist will check that repeats remain, that the prescription is still valid, and whether anything relevant has changed since the previous supply.
Tell the pharmacist about new symptoms, medicines, allergies, pregnancy, treatment changes or difficulties taking the medicine. As part of dispensing a repeat prescription, the pharmacist offers counselling tailored to the patient's current needs and any changes since the previous supply. You may request a private counselling conversation. Supply is not automatic and remains subject to pharmacist review, legal requirements and availability.
Ask the pharmacist for advice before choosing a non-prescription medicine. Explain who the medicine is for, the symptoms and how long they have lasted, as well as relevant medical conditions, allergies, pregnancy or breastfeeding, and other medicines or supplements being used.
The pharmacist will assess whether self-care is appropriate, explain how to use the medicine safely and advise when to stop or seek further care. The pharmacist may recommend a different option, decline a sale or refer the patient to a doctor or emergency service.
Delivery is not available for every medicine, address or pharmacy. Ask your selected pharmacy whether it can deliver the requested medicine. If delivery may be possible, provide the delivery address, recipient and contact details, and the prescription through a channel accepted by the pharmacy where one is required.
The pharmacy will confirm whether it can supply and deliver, and will explain any applicable service area, fee, timing, identity checks and safe handover requirements before the arrangement is final. Do not rely on a sent message as confirmation. For an urgent medicine need, telephone the selected pharmacy rather than waiting for a website or messaging response.
For patient safety and because medicines are regulated products, a medicine that has left the pharmacy may not be suitable for resale or re-supply. Refunds or exchanges are not automatic. If a medicine appears damaged, incorrect, defective or unsuitable, do not use it and contact the pharmacy that supplied it as soon as possible. Keep the packaging, proof of supply and storage information available so the pharmacist can assess the matter.
Do not flush unwanted or expired medicines or place them where another person or an animal could reach them. Contact your selected pharmacy to ask whether it can accept the items or direct you to an appropriate disposal option. Follow the pharmacist's handling instructions, particularly for sharps, controlled medicines or products requiring special storage.
Raise a service or medicine concern with the selected pharmacy that assisted you. You may ask to speak to that branch's responsible pharmacist or manager. Provide the date, a clear description of what happened, the outcome you are seeking and any relevant proof of supply. Avoid sending detailed clinical information to the group's general email address.
If the matter is not resolved through the branch, you may lodge a complaint using the South African Pharmacy Council complaint form or call SAPC Customer Care on 0861 7272 00. Another regulator may be appropriate for a matter outside SAPC's authority.
Pharmacy staff must treat prescription, medicine, counselling and other patient information as confidential. Information is accessed and used only as needed for the pharmacy service, with the patient's authority, or where law or professional duties require it. Ask for a private counselling area if you do not want to discuss health information at the counter.
Use the selected pharmacy's direct contact details for clinical or patient-specific questions. The group email address is intended for general administration and should not be used to send prescriptions or detailed health information unless a pharmacy has specifically directed you to use it.
Business hours, pharmacist availability and services differ by location and may change on public holidays. Check the relevant pharmacy page and contact that pharmacy before travelling, requesting a delivery or arranging a consultation. If you need to speak to a pharmacist at a particular time, confirm availability directly with the branch.
Choose your pharmacy:
View all locations in the pharmacy directory.