Refund Policy and Guarantee
At cialiscomprar.com we are committed to ensuring your order arrives correctly and in good condition. This page clearly explains what is covered by our guarantee, what is not, and how to proceed if you have a problem with your shipment.
Our Guarantee — What We Cover
✅ Order not received
If your order does not arrive within the maximum timeframe (see the timelines section below) and the tracking number confirms it was not delivered, we arrange a free reshipment. If the second shipment also fails to arrive, we offer a full refund.
✅ Package damaged on delivery
If the package arrives visibly damaged and the contents are affected (broken pills, opened blisters, product in poor condition), we arrange a free reshipment of the complete order or the damaged products. Photographic evidence of the package condition is required.
✅ Wrong product sent
If you received a different product from the one you ordered (incorrect dose, wrong medication), we send the correct product at no additional cost. Contact us with a photograph of the product received and your order number.
What Is Not Covered
- Delays within the normal range: Delivery timelines are estimates. A delay of 1-5 days beyond the usual timeframe does not constitute grounds for a refund while the package is in transit and the tracking number shows activity
- Incorrect delivery address: If the order was not delivered because the address provided was incorrect or incomplete, we cannot cover the reshipment. Always check your address carefully before confirming your order
- Uncollected package: If the carrier left a delivery notice and the package was returned to sender because it was not collected within the indicated period, the cost of reshipment will be borne by the customer
- Clinical dissatisfaction or lack of effect: Medications may not produce the expected effect in all users for individual physiological reasons. Absence of therapeutic effect does not constitute grounds for a refund, as the products are pharmaceutically correct and bioequivalent to the original brands
- Opened or used products: For health and hygiene reasons, medications that have been opened cannot be returned or refunded, in accordance with applicable European regulations
- Change of mind: European e-commerce legislation (Directive 2011/83/EU, Article 16) excludes sealed pharmaceutical products that have been opened after delivery for health and hygiene reasons from the 14-day right of withdrawal
Timelines — When to Contact Us
| Destination | Usual timeframe | Maximum before claiming |
|---|---|---|
| Mainland Spain | 4-7 business days | 15 business days from dispatch |
| Balearic / Canary Islands | 5-9 business days | 20 business days from dispatch |
| Ceuta / Melilla | 7-12 business days | 25 business days from dispatch |
The maximum period before claiming starts from the dispatch date (the date you receive the email with the tracking number), not from the order date or payment date.
How to Submit a Claim — Step by Step
Contact us within the timeframe
Go to our contact page and send us a message with the following information: order number, description of the problem and, where applicable, photographs of the package or product received.
Case verification (1-3 business days)
Our team verifies the shipment status with the carrier using the tracking number. For damaged packages or incorrect products, we review the photographic evidence provided.
Resolution — Free reshipment (first option)
Once the problem is confirmed, we arrange a free reshipment of the complete order. The new shipment is sent within 1-2 business days of confirmation. You will receive a new tracking number by email.
Full refund (if reshipment also fails)
If the reshipment is also not delivered, we offer a full refund of the amount paid. The refund is processed by the same payment method used in the original order within 5-10 business days.
Refund Timelines
- Bank card: The refund is processed within 5-10 business days. The time until it appears on your statement depends on your bank (usually 3-5 additional days after processing)
- Bank transfer: The refund is made within 3-5 business days to the same bank account from which payment was made
Refunds are always made to the same payment method used originally. We do not make cash refunds or refunds to accounts or cards different from those of the original order.
Applicable Legal Framework
This refund policy is framed within Spanish consumer law (Real Decreto Legislativo 1/2007) and European e-commerce regulations (Directive 2011/83/EU of the European Parliament).
In accordance with Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. Medications fall within this category. However, this does not affect consumer rights arising from incorrect delivery, defective product or non-delivery, which are fully covered by our guarantee.
Questions?
If you have any questions about this refund policy or wish to initiate a claim, contact us through the contact page. We respond to all enquiries within a maximum of 2 business days.
For more information about the ordering process and shipping conditions, also see our How to Order page and our Frequently Asked Questions.
