Refund and reshipment policy
In Spain, prescription-only medicines may not be sold online, and customs can hold a parcel that contains them. We do not check prescriptions: talk to your doctor before you order.
This policy is about delivery problems. It does not cover a medicine that disagrees with you or doesn't work for you, which is one more reason to see a doctor first.
What we cover
| Problem | What we do | What we need from you |
|---|---|---|
| Your order hasn't arrived, the claim period has passed and the tracking confirms it was never delivered. | We send it again free of charge. If the second parcel doesn't arrive either, you get a full refund. | Your order number. |
| The parcel arrived damaged and the contents are affected: broken tablets, open blister packs or spoiled product. | A free replacement of the damaged items or of the whole order. | Photos of the parcel and its contents. |
| You received a different medicine or a different strength from the one you ordered. | We send the right product at no cost. | A photo of what you received and your order number. |
What we don't cover
- Ordinary delays. Transit times are estimates. While the claim period is still running (15, 20 or 25 working days, depending on the area) and the tracking shows the parcel is still moving, we don't reship or refund.
- A wrong or incomplete address. If the parcel couldn't be delivered because of a mistake in the address, we don't pay for sending it again.
- Parcels left uncollected. If the carrier left a card and the parcel went back because nobody picked it up in time, the cost of reshipping is yours.
- No effect. The same medicine doesn't work the same way for everyone, so the fact that it didn't work for you is not grounds for a refund.
- Opened medicines. For health and hygiene reasons we can't take back a pack once it has been opened.
Parcels held by customs. This policy does not specifically cover that case. If it happens to you, send us your order number and we will tell you what we can do, though we can't promise a reshipment or a refund.
Shipping insurance. The payment page offers optional shipping insurance for €3.95. This policy does not explain what the insurance adds to the cases described here, so ask us before you pay if you want to know.
When to claim for a parcel that hasn't arrived
Count working days from dispatch, which is the day the email with your tracking number arrives: 15 for mainland Spain, 20 for the Balearic and Canary Islands, 25 for Ceuta and Melilla. Until then, if the tracking is still updating, the parcel is on its way. Damage and wrong items can be reported as soon as the parcel reaches you.
How to make a claim
- Write to us through the contact form with your order number and what went wrong. For damage or a wrong item, mention it and we'll reply with how to send the photos.
- We check the shipment with the carrier and look at your photos, which usually takes 1 to 3 working days.
- If a reshipment is due, it leaves within 1 or 2 working days and you get a new tracking number.
- If the reshipment doesn't arrive either, we refund the order.
How refunds are paid
Refunds always go back to the payment method you used. We don't refund in cash or to a different card or account.
- Card: we process the refund within 5 to 10 working days, and your bank may take a few more days to show it.
- Bank transfer: the money reaches the account you paid from within 3 to 5 working days.
The 14-day right of withdrawal
Spanish consumer law (Royal Legislative Decree 1/2007) and Article 16(e) of Directive 2011/83/EU exclude from the 14-day right of withdrawal sealed goods that cannot be returned for health or hygiene reasons once they have been unsealed after delivery. Medicines fall into this category. Your rights when an order doesn't arrive, arrives damaged or isn't what you ordered are not affected.
We usually reply within 2 working days. See also our delivery conditions and how to order. In Spain, prescription-only medicines may not be sold online, and customs can hold a parcel that contains them. We do not check prescriptions: talk to your doctor before you order.
