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1) You must contact us, within a maximum period of 14 calendar days from receipt of the order, through our contact form and provide the following information:
Order reference (consisting of 9 capital letters).
Product to be returned or indicate if it is the complete order.
Photos of the product or order to be returned (only if you have already received the order).
Reason for the return.
According to article 103 of Law 3/2014 of 27 March, you have a period of 14 calendar days from receipt of the order to request the return, unless any of the Exceptions to the right of withdrawal apply.
2) Once the return request has been received and the documentation has been checked by the department in charge, we will send a courier to collect the product in question.
For the return you should try to use the same box and packaging with which you received the product or, if you do not have it, use any other type of packaging available, which guarantees that the product arrives in good condition at our facilities. You do not need to print any label, it will be the carrier who will provide it.
Sealed products that cannot be returned for reasons of health protection or hygiene should not be unsealed.
3) When the product arrives at our facilities, the corresponding department will carry out a review of the product in order to process the refund, deducting the amount of corresponding to the collection costs, which will be paid by the customer.
4) To initiate a claim, it will be necessary to attach photographs of the original Farmaciasdirect box where you can check its condition and where you can see the label of the order.
*IMPORTANT
To make a return it will be necessary that the product is well packed. Otherwise, the return and/or shipment of the new product or refund will be assessed.
*Exceptions to the right of withdrawal:
The following products are not suitable for return, unless they are defective or in poor condition:
Products that may deteriorate or expire quickly, such as, for example: food products in general (infant milk, baby food, food supplements, among others), for reasons of health protection, as quality control is lost.
Sealed products which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery.
Products which, after delivery and taking into account their nature, have become inseparably mixed with other products.
Personalised products.
*Packages of products must be returned in their entirety, i.e. all elements of the package must be returned together. Partial returns or returns of individual products that form part of a package will not be accepted.
If you have received a product damaged or broken during transport, you have 24 hours to make a claim.
1)You must contact us, within a maximum period of 24 hours, through our contact form and provide the following information:
Order reference (consisting of 9 capital letters).
Product claimed
Attach photos:
Of the box as it has arrived, clearly showing the transport label with your details.
Of the box, once it has been opened, showing the damaged product(s) and its inner packaging and protections.
Photo of the damaged product, once out of the box.
Once the claim has been received, and the documentation has been checked by the department in charge, we will proceed to send the broken product(s).
When the new shipment is picked up by the transport agency, you will receive an email with the tracking of this.
*In the event that the amount of the damaged products does not exceed 5€, Farmaciasdirect will not send the damaged product, but will issue a discount coupon for your next purchase for the corresponding amount of these products.
IMPORTANT
If you receive a package with apparent damage (open, with the box crumpled, wet or broken), it is imperative that the customer leaves a record of this on the delivery note itself, the deliveryman, without it, we can not accept such a claim.
To make a return it will be necessary that the product is well packed. Otherwise, the return and/or shipment of the new product or refund will be assessed.
Claim period: 24 hours
If, on the other hand, you receive a package where the damage cannot be seen with the box closed, but when you open the package its contents are damaged (hidden damage), you have 24 hours to make a claim.
If you have received a defective product, in poor condition or wrong, you have 3 calendar days to claim the incidence.
COMPLAINT PROCEDURE FOR DEFECTIVE PRODUCTS OR PRODUCTS IN POOR CONDITION
1) You must contact us, within a maximum period of 3 calendar days, through our contact form and provide the following information:
Order reference (consisting of 9 capital letters).
Product claimed.
Attach photos: of the product received, as it has arrived, where the defect you indicate can be seen. In the case of antigen tests, you must send us a photo of the test result if the test was unsuccessful or of the product if it is broken or in poor condition.
2) Once the claim has been received, and the documentation has been checked by the department in charge, and the claim has been accepted, we will proceed to send the correct product.
3) When the new shipment is picked up by the transport agency, you will receive an email with its tracking. On delivery of the new shipment, the delivery person will request the products that arrived defective or in poor condition.
For the return you should try to use the same box and packaging with which you received the product or, if you do not have it, use any other type of packaging available, which guarantees that the product arrives in good condition at our facilities. You do not need to print any label, it will be the carrier who will provide it. The product to be returned must be in perfect condition, unsealed, unmanipulated, keeping intact its original packaging and all its accessories, without stickers or adhesive tape on the product or its packaging.
*IMPORTANT
To make a return it will be necessary that the product is well packed. Otherwise, the return and/or shipment of the new product or refund will be assessed.
*In the event that the amount of defective or damaged products does not exceed 5€, Farmaciasdirect will not send the product, but will issue a discount coupon for your next purchase for the corresponding amount of these products.
If you have received an erroneous product, you have 7 calendar days to complain about it.
COMPLAINT PROCEDURE FOR ERRONEOUS PRODUCTS
1) You must contact us, within a maximum period of 7 calendar days, through our contact form and provide the following information:
Order reference (consisting of 9 capital letters).
Product claimed.
Attach photos:
Of the product received.
Of the product received, where the National Code (CN) is visible, which consists of 6 numerical digits.
Any other photo that will help us to check where the error is (expiry date, etc).
2) Once the claim has been received, and the documentation has been checked by the department in charge, and the claim has been accepted, we will proceed to send the correct product.
3) When the new shipment is picked up by the transport agency, you will receive an email with the tracking of the new shipment. On delivery of the new shipment, the delivery person will ask for the products that arrived by mistake.
For the return you should try to use the same box and packaging with which you received the product or, if you do not have it, use any other type of packaging available, which guarantees that the product arrives in good condition to our facilities. You do not need to print any label, it will be the carrier who will provide it.
The product to be returned must be in perfect condition, without unsealing, without manipulation, keeping intact its original packaging and all its accessories, without stickers or adhesive tape on the product or its packaging.
*IMPORTANT
To make a return it will be necessary that the product is well packed. Otherwise, the return and/or shipment of the new product or refund will be assessed.
In the event that the amount of the wrong products does not exceed 5€, Farmaciasdirect will not send the product, but will issue a discount coupon for your next purchase for the corresponding amount of these products.
If you have received an order and any of the products are missing, you have 3 calendar days to complain about this incident through our contact form providing the following information:
1) Order reference.
Indicate the product that has not arrived and the units.
2) Once the claim has been received, and the documentation has been checked by the department in charge, we will proceed to send the product/s, if applicable.
3) To start the claim process, it will be necessary to attach photographs of the original box to check its condition.
4) When the new shipment is picked up by the transport agency, you will receive an email with the tracking of this.
*In the event that the amount of the missing products does not exceed 5€, Farmaciasdirect will not send the product, but will issue a discount coupon for your next purchase for the corresponding amount of these products.
