Privacy policy

Safeguarding your Personal Information

Last updated: June 12, 2025

At London Drugs, we will not collect, use, or disclose your personal information without your consent — except as required or permitted by law. We do not and will not sell or rent your personal information to anyone for any reason.

Personal Information is information about an identifiable individual. It does not include business contact information or information which is anonymous or aggregated.

Personal information you provide to us will only be used by us as part of our ongoing efforts to provide you with superior service and selection.

We know that we earn your business and your trust with each transaction. That is why we take extensive measures designed to protect your privacy by safeguarding any personal information we collect, provide to third-party service providers and/or store during the course of doing business together. Please see also our Security Policy.

Our mandate for protecting your privacy is to ensure that our privacy standards meet or exceed the guiding principles established in federal and provincial privacy legislation.

London Drugs is responsible for personal information it holds or which is under its control, including the personal information it entrusts to service providers. We have designated a person to act as our Privacy Officer, whose duties will include monitoring London Drugs compliance with relevant legislation, replying to our valued customers' questions, as well as responding to requests by individuals for access to and correction for any personal information London Drugs has collected on them.

We adhere to Ten Privacy Principles to ensure your personal information is protected.

London Drugs 10 Principles of Privacy Protection

Principle 1 — Accountability

London Drugs is responsible for maintaining and protecting the customer information under its control. In fulfilling this mandate, London Drugs has designated an individual who is accountable for the Company's compliance with the Ten Privacy Principles.

Principle 2 — Identifying Purposes

The purposes for which your information is collected, used or disclosed shall be identified before or at the time the information is collected, used or disclosed. We do not use or disclose personal information for reasons other than the specific purpose for which it was originally collected or consented to. London Drugs will limit the collection and use of your information to the minimum we require to deliver superior service to you, our customer; this includes advising and providing you with our products, services and other opportunities, and to administer our business.

Principle 3 — Consent

Your knowledge and consent (express or implied) are required for the collection, use or disclosure of your personal information except where required or permitted by law.

Principle 4 — Limiting Collection

Any personal information we collect from you is limited to those details necessary for the business transaction, as described further below, and we only collect this information using fair and lawful means.

Principle 5 — Limiting Use, Disclosure and Retention

We will only use or disclose your personal information for the purpose for which it was collected — unless you provide us with consent to do otherwise or when it is required or permitted by law. We will not retain your personal information any longer than required to fulfill the needs of why we collected the information.

Principle 6 — Accuracy

Our commitment is to maintain your personal information as accurate, complete and up-to-date as is necessary for the purpose that we collected it for in the first place.

Principle 7 — Safeguarding Customer Information

At London Drugs, we are committed to protecting your personal information with safeguards appropriate to the sensitivity of that information.

Principle 8 — Openness

At London Drugs, we will answer your questions about our privacy policies, procedures, and our management of your personal information in as understandable a format as possible.

Principle 9 — Customer Access

If you require details on your personal information at London Drugs, please send us a written request. Upon receipt of this request, London Drugs will inform you of the existence, use and disclosure of your personal information and will provide access to that information, except where the law requires or permits London Drugs to deny access. We will provide you information within a reasonable time period and provide an explanation if we are unable to meet your request. Some inquiries may entail a charge, but we will provide an estimate for the amount in advance.

Principle 10 — Handling Customer Complaints and Suggestions

Our commitment is to handle questions about our privacy principles, practices or any suggestions to improve promptly. Please direct your communications to the London Drugs Chief Privacy Officer at privacy@londondrugs.com.

Categories of personal information we collect, use and disclose

At London Drugs, we gather and use personal information to provide you with the services you have requested or to offer additional products and services we believe you might be interested in. Providing us with your personal information is always your choice. Most of the information we collect comes to us directly from you, and only with your consent. The types of information we may ask for depends on the nature of our service to you.

We consider personal information to include your name, address, phone number, email address, credit-card information and any other personal information that can be linked to you.

London Drugs does not intentionally collect personal information for any reason about children under the age of 13. If you are under 13 and would like to use some of the features of the Websites which involve providing personal information, please ask a parent or guardian for assistance.

In-store purchases

We do not, as a condition of the supply of a product or service to you, require you to consent to the collection, use, or disclosure of your personal information beyond that information which we require to deliver superior service to you; this includes advising you about our products, services and other opportunities, and to administer our business.

We may, with your consent, collect and maintain certain personal information (which may include name, phone, email, address, province and transaction information) in our point of sale system in order to create a customer profile for the following purposes: to locate past transactions and facilitate product warranties, returns or recalls; transmit receipts or transaction information to you electronically; link transactions with your LDExtras account (if applicable); provide in-store product recommendations or offer promotions based on your transaction history or preferences.

We may need to collect contact and payment information from you to complete a transaction. Examples where we may need contact information includes arranging for home delivery of items you may have purchased, facilitating product repairs and servicing, performing in-home installations, facilitating manufacturers' warranty coverage, processing rebate requests, offering service on extended warranty plans and accepting product returns.

Should we wish to use your contact information to send you promotional information, we will ask for your consent. We may also send you a thank you communication following a purchase from certain departments. This will typically be the only communication you will receive following a purchase and it is truly our way of saying thank you for your business.

London Drugs Online Store

The information you provide when you make a purchase on the London Drugs Online Store is collected by London Drugs to process and fulfill your online transaction(s). When making an online purchase you will be requested to provide information including: name, phone, address, email and payment information. This information enables us to ensure that your goods are shipped to the right address and to contact you as needed in connection with your order. London Drugs does not retain credit card information unless requested to do so, in which case it is securely maintained and encrypted.

In order to protect all parties from fraudulent transactions and reduce risk of misuse of personal information, London Drugs may provide your personal information, including your address and credit card information, to reputable third party organizations to perform data verification.

You may sign up for an account with www.londondrugs.com so that you will not need to re-enter all the information required to complete a purchase each time you place an online order. To sign up for an account we will ask you to provide certain personal information including name, email and ask you to create a password. Registered users have the ability to view, update and change their personal profile within this site.

If you request a subscription order service, your credit card information is maintained by our processor Moneris in an encrypted and tokenized manner. Your email will be used to notify you of upcoming shipments. You may cancel or change your subscription order by logging into your account.

E-newsletters, Mobile Messaging & Personalized Use of our Websites

You may from time to time be given an option on our Websites to receive communications from London Drugs in the form of electronic newsletters, emails, mobile messages or customized promotions, which relate to things such as featured products, special offers and London Drugs news, events and services. You may change your preferences or withdraw your consent to receive such communications from London Drugs at any time.

For any London Drugs mobile messaging program that you opt in to on or through our Websites, you agree to receive messages to the mobile number used at the time of opt in. Message frequency may vary. You may unsubscribe or opt out of any mobile messaging program offered by London Drugs at any time.

London Drugs Wish List

The information provided by you to create your personal Wish List is collected and used by London Drugs to maintain your Wish List. If you elect to make your Wish List public, members of the public will be able to view the items you have on your Wish List. You can change your Wish List back to private at any time.

Pharmacy

London Drugs has always been and will remain committed to keeping all your personal health information confidential. Your personal health information includes:

• Name
• Address
• Telephone number
• Date of birth
• Personal Health Number (PHN), if applicable
• Medical conditions
• Medical allergies
• Medication history

We use your personal health information to assist you with managing your medical condition, managing your health, and ensuring you receive the most appropriate medication and its respective dosage for you.

We collect, use and disclose your personal health information in the following situations:

• Personal health information (i.e. prescriptions) obtained by London Drugs will be used to dispense prescription medications.
• We will document information related to the medications dispensed and services provided in your record.
• We are required by law, in some provinces, to enter your personal health information in their respective provincial prescription computer systems.
• We may contact your prescribing doctor or healthcare professional to discuss your medication(s), strength of medication, instructions, and treatment options.
• We may contact you to provide treatment-related services, such as refill reminders and treatment alternatives.
• We may contact your health plan insurer, payor, or other agent and share your personal health information to enable them to accurately process the payment/reimbursement of your prescription and/or healthcare needs.
• We may also contact you about a payment or balance due for prescriptions dispensed to you at a London Drugs pharmacy.
• We may release your personal health information to you or an agent for you provided they produce written authorization from you.
• We may be required to release personal health information by court order or to regulatory bodies.

London Drugs Photolab

When you purchase a product or service from our photolab department, whether in-store, by kiosk, online or by way of software download, you will need to provide us with contact and payment information so that we can process your request. You will also need to provide us with your digital and photographic images and content so we can fulfill the requested photo service.

Insurance Services Department of London Drugs Limited

The Insurance Services Department offers various forms of insurance and services, including auto insurance, travel insurance, pet insurance and home insurance. The Insurance Services Department collects information from you in sufficient detail to provide you an insurance quote, process your insurance transaction, administer or renew your policy or otherwise provide the requested service.

Call centre

London Drugs operates a call centre to respond to customer's questions, concerns, complaints and suggestions for service improvement. As part of this process we may collect caller's name, phone number, email and other information that they choose to give us, in order to appropriately respond to customers. Customers are always free to ask questions, voice concerns, make complaints and provide suggestions without giving us any personal information.

Cosmetics

London Drugs is committed to protecting your personal information while ensuring that we have the tools required to provide you with a superior shopping experience. In our cosmetics department we have several vendor-sponsored rewards programs that may include a component where we ask for your contact information so we can administer the program. Your consent is not a condition of you participating in the reward program.

Rebates

Certain products sold within London Drugs may be eligible for rebates. To receive your rebate, you may be required by either London Drugs or the vendor to provide your proof of purchase in addition to contact information such as name and address. Your consent is not a condition of receiving the rebate.

Contests, promotions and surveys

London Drugs may also run contests or promotions which may be available on-line or in the store. All contests are subject to rules that will be available with each particular contest. Should you choose to participate, you will be asked for contact information which will only be used to contact you should you win, unless you otherwise consent.

London Drugs may also conduct surveys via our websites, email or in store, participation in which is always optional to customer. Information collected in such surveys will only be used to better understand customer needs, preferences and opinions.

Our LDExtras Program

In order to participate in our LDExtras Program, you will need to register at www.ldextras.com and provide certain information, including: name, email, telephone number, gender, birthdate, address (city, province & postal code) and, at your option, street address and certain preferences and interests.

Personal information under the Program is collected to: administer and manage the Program and your participation in it; create and provide Rewards and Additional Benefits for you; improve and personalize the Program; better understand Member interests and preferences; and improve product and service recommendations.

To manage or change your LDExtras account information or to change your communication preferences, please go to your account preferences at www.ldextras.com. To terminate your LDExtras membership, please telephone 1-888-991-2299 or email customercare@ldextras.com.

Our Websites

Like most websites, London Drugs directly or via trusted service providers, may track certain Website usage information in a manner which does not personally identify you. Such information may include use of Websites (such as geolocation, web pages visited, time on each page), browser type and history, IP addresses and types of device used. Please see our Cookie Notice for more information.

Disclosure to and from third party service providers

London Drugs uses third party service providers to assist in delivering, managing and improving various aspects of our business operations. In some cases, London Drugs needs to share customer personal information with its service providers. Whenever London Drugs shares personal information with third party service providers, we use contractual and other appropriate means to help ensure your personal information is used in a manner consistent with this Privacy Policy and applicable laws.

In some cases, our service providers or their servers are located in jurisdictions outside of Canada. Where personal information is provided by London Drugs to such a service provider, your information may then be stored or processed outside of Canada, including the United States.

General

All the information you provide to us is securely maintained and is kept strictly confidential to a level appropriate to the level of sensitivity of the information. We use a variety of security measures such as restricting employee access to files, data centers, and using locked file cabinets. In addition we make use of electronic security measures such as passwords, personal ID numbers and data encryption as appropriate.

Employees must conform to London Drugs Privacy Code and observe the highest standards of confidentiality.

London Drugs may disclose your information as permitted or required by law, including:

• To comply with a subpoena, warrant or order issued or made by a court, person or body with jurisdiction to compel the production of personal information
• To an entity, which may be a government institution or other person that has lawful authority to obtain the information
• To a public body or a law enforcement agency concerning an offence under the laws of Canada or a province, or to our internal or external legal counsel

Security

We work very hard to protect the security and privacy of any personal information you provide on all of our Websites. Please see our Security Policy for further details.

When is my information removed?

We keep your personal information on file as long as we need it to provide you with a service and to meet legal requirements. When it is no longer needed we destroy the information or render it anonymous. Should you desire, you can contact our Chief Privacy Officer and request that we remove your information from our records. We will make every reasonable effort to honour your request.

Changes to our Privacy Policy

Our business constantly changes to meet the needs of our customers and as a result our policies and procedures pertaining to privacy and security are also subject to change. We reserve the right at any time to change, update, add or remove any of our practices, policies and procedures which relate to privacy, at any time without prior notice. It is your responsibility to periodically check this Privacy Policy for changes.

Chief Privacy Officer

London Drugs has appointed a senior member of their management group to the role of Chief Privacy Officer. If you have questions or concerns regarding London Drugs Privacy Policy please contact us:

Other Privacy Resources

• The Office of the Information and Privacy Commissioner for British Columbia: www.oipc.bc.ca
• The Office of the Information and Privacy Commissioner of Alberta: www.oipc.ab.ca
• Office of the Privacy Commissioner of Canada: www.priv.gc.ca

How can I access my information?

You may access and verify your information and find out to whom we have disclosed it to at any time by contacting us at privacy@londondrugs.com. There may be a nominal cost for this service. At the time of your request, we will need specific information from you to verify your identity before we can provide you with the requested information.

Upon receiving such a request, London Drugs will:

• Inform you about what type of personal information we have on record, how it is used and to whom it may have been disclosed
• Provide you with reasonable access to your information so you can review and verify the accuracy and completeness and request changes to the information
• Make any necessary updates and amendments to your personal information

There may be instances when we will not be able to provide you with access to all of the personal information that you have requested — for example, if the information contains references to other persons, has already been destroyed in accordance with our retention policy, or is subject to solicitor-client or litigation privilege.

If you have a complaint or a question for us

We are committed to setting the highest customer service standard within the retail industry. If you have any concerns about privacy, confidentiality or our policies and procedures we want to know about it. All inquiries relating to personal information will receive prompt attention and be acknowledged within 5 business days.

It's all about trust

We will continuously assess ourselves to ensure that customer privacy is respected. We will conduct our business in a manner that meets the expectations of our customers in the many communities in which we do business.