Returns and Refunds
The customer has the right to return the product within 14 days after receiving the order. For the return to be accepted, the packaging and the product must be intact and in the same condition in which they were sent to the customer. To initiate a return, you must send an email to info@farmaoli.pt requesting the return with the following information:
• Order reference
• Invoice number
• Description and reference of the product(s) to be returned
• Quantity you wish to return
• Photographs of the product(s) including the packaging (internally and externally)
• Reason for return
After we receive your return request, you will receive a confirmation email from our customer support team within 2 business days. This email will provide instructions for the return process. You must follow these instructions precisely and keep the products intact until you receive our confirmation. Returns made without prior express authorization (via email) may not be accepted and will incur a fixed cost plus €3 for handling.
After receiving our confirmation, the product must be returned to the following address:
Avenida de Fernão de Magalhães, 1122, 4350-156 Porto, Portugal
When returning the product, please send an email to info@farmaoli.pt with the following information: shipping number and name under which the product was sent. This information will help us manage the process more efficiently.
After receiving the return, our logistics team will assess the integrity of the products within 5 business days. If the return is accepted, the value of the products will be refunded to the customer through the same payment method used in the original order. This amount excludes the costs associated with shipping. This applies even if the order initially benefited from free shipping. The return shipping costs are the responsibility of the customer, as well as the customs fees and duties resulting from the return.
When returning the order in its entirety, the full value of the order will be refunded,excluding shipping costs (except if the return is due to non-conformities of the item).
When returning the order partially, the amount corresponding to the item(s) returned will be refunded, excluding shipping costs (except if the return is due to non-conformities of the item).
If an order is abandoned by the customs authority, no refund will be issued. If there are applicable customs duties and the customer refuses to pay them, FarmaOli will cover these costs initially. These costs, together with the original shipping and return costs, will be deducted from the refund amount.
If the order is not successfully delivered to the customer due to the customer's lack of cooperation (wrong telephone number, wrong address, absence at the address, non-compliance with local legislation, etc.), the order will be returned to FarmaOli at the customer's expense (including any customs fees and duties). These fees will be deducted from any refund.
1. Full Refunds:
Orders returned for reasons unrelated to the customer will receive a full refund.
2. For the return to be accepted, the following conditions must be met:
• The product must be sealed and in its original packaging, including any protective packaging.
• All components such as offers and samples must be included and the original shipping conditions must be maintained.
3. Returned Orders:
Orders may be returned to our facilities for the following reasons:
• Unknown Recipient: The recipient's address is unknown.
• Incorrect or Incomplete Address: The address provided was incorrect or incomplete.
• Unclaimed Order: The order was not claimed within the specified time frame.
• Refusal of Reception: The recipient refused to accept delivery.
• Refusal to Pay Customs Duties: The customer refused to pay the applicable customs duties.
• Failure to Present Required Documentation: The customer failed to present the required licenses, identification cards, or other documents.
• Prohibited Products: The products are not authorized for import into the destination country.
4. Refunds:
Situations Eligible for Refund:
• Order Cancellation: Requests made before the order is shipped and validated by the customer support team.
• Returns Requested by the Customer: Items returned within the specified period and in accordance with the return policy.
• Orders Returned Due to Delivery Issues: Includes cases such as incorrect address, unclaimed packages, or recipient not present.
• Validated Claims: Claims for missing, damaged, incorrect, or not-as-described products must be reported within 14 days of delivery. For damaged products, the claim must be made within 72 hours of delivery, including photographs of the damaged items, the box (inside and out), and the visible shipping label.
Lost Shipments: Orders confirmed as lost by the carrier.
5. Refund Procedure
• Processing Time: Refunds will be processed within 10 business days after the request has been validated.
• Payment Method: Refunds will be made to the original payment method. Exceptions include:
- PayPal (more than 6 months): Customers will need to provide IBAN or SWIFT/BIC Code details for refunds via bank transfer.
6. Warranty:
The customer benefits from a warranty against defects in the purchased product.Any damage that occurs to the product after delivery is not considered a defect.
Without prejudice to the legislation in force and in accordance with the regulations issued by INFARMED, I.P., returns of the following products are not accepted:
• Food supplements;
• Baby food (milk, baby food, jars, etc.)
• Sealed goods that cannot be returned, such as breast pumps, nipple protectors, hydrogel discs, milk collection shells, among others.
• Items that come into direct contact with the skin, such as pregnancy belts, bandages postpartum, among others.
• Ophthalmology articles and/or any other personalized article.
7. Validity of promotions or commercial campaigns
Promotional offers or commercial campaigns advertised in the online store are valid only for the time they are displayed on the website and in accordance with the established conditions, unless otherwise communicated on the website.
In the case of return or exchange of articles purchased within the scope of Commercial Campaigns or Promotions, you will be credited or delivered only the amount that you actually spent on the purchase of the product you wish to return or exchange. As proof of offer or discount, products included in any campaign may be shipped without a barcode.
8. Exchanges
We do not process direct exchanges of items purchased online and returned to our warehouse. The customer will have to return the item(s) for a refund and make a new purchase in our online store for the item they really want.
9. Liability
FarmaOli cannot be held responsible for damages suffered by third parties resulting from the use of any of its products, nor for damages suffered by the customer as a result of improper use of the products.
All products sold by FarmaOli comply with Portuguese and EU legislation.
10. Alternative Dispute Resolution
In the event of a dispute that does not relate to the dispensing of medical devices or the provision of pharmaceutical services, the consumer may resort to an Alternative Dispute Resolution Entity for consumer disputes.
The updated list of Alternative Dispute Resolution Entities available under art. 17 of Law no. 144/2015, of 8 September, can be consulted on the Consumer Portal, via the website www.consumidor.pt
FarmaOli declares that it is not bound, either by membership or by legal imposition, to any of the aforementioned centres, and is not obliged to participate in an Alternative Dispute Resolution procedure nor bound by its outcome, when a consumer has filed a complaint with an Alternative Dispute Resolution entity.
11. Applicable law
In the event of a dispute regarding the interpretation or execution of these General Terms and Conditions of Sale, FarmaOli and the customer undertake to endeavor to obtain an amicable solution, which is fair and appropriate, within a maximum period of 60 (sixty) days from receipt of the communication addressed for this purpose by either party involved.
In the absence of an amicable solution, the terms of this contract shall be subject to Portuguese law, which shall determine, at any given time, the competent court to address all issues arising from this Contract that cannot be resolved by mutual agreement between the parties.
12. Cancellation Policy
Orders cannot be cancelled after they have been shipped.
13. Refusal of Delivery
If cancellation is not possible, you may refuse delivery of your order when it arrives. If you accept delivery, you may return the order at your own expense. Please note that refusing and returning an order involves additional costs, which will be deducted from your refund. Our team will be available to assist you with the return process.
14. Cancellation by FarmaOli
FarmaOli reserves the right to cancel orders in certain circumstances, such as:
• Fraud Prevention: If there is strong evidence of fraudulent activity, we will cancel and refund the order without the need for justification,in order to protect all parties involved.
• Out of Stock: In rare cases where products are not available, we may cancel the order and issue a full refund.
• Pricing Errors: In the event of a pricing error on our website, FarmaOli reserves the right to cancel any order placed for products listed at the incorrect price. Customers will be notified of the cancellation and refunded in full.