What we guarantee, and what we can't
A guarantee is only worth something if it can be kept. So this page sets out what our conditions commit us to, and, just as clearly, what we can't promise you.
What we commit to
| If this happens | We will |
|---|---|
| Your order hasn't arrived, the claim date has passed and tracking confirms it wasn't delivered | Send it again free of charge. If the second parcel doesn't arrive either, refund what you paid. |
| The parcel arrives damaged and the contents are affected | Resend the damaged items, or the whole order, free of charge. We'll need photos of the parcel and its contents. |
| You receive the wrong medicine or strength | Send you the right product at no cost. |
| You are owed a refund | Pay it back to the card or account you used. |
| Packaging | Use a plain box or envelope. The sender details and label don't mention the shop or the product, and the delivery note doesn't name the medicine. |
| You have a question | Reply in writing, usually within 2 working days. |
Claim deadlines and the steps to follow are in our refund policy and delivery conditions. These commitments come on top of your rights under Spanish consumer law, not instead of them.
What isn't covered
- Resending a parcel that didn't arrive because the address was wrong or incomplete, or because it wasn't collected from the post office after a delivery card.
- A medicine not working for you, or not agreeing with you.
- Returning opened packs.
- Parcels held by customs: our refund policy doesn't cover this case, although if it happens we'll tell you what we can do.
What we can't guarantee
- Pharmacy-level quality assurance. Our generics don't name their manufacturer, and for branded products we don't publish the supplier, batch or origin. That is also why you won't see quality seals or certificates here: we couldn't back them up.
- Authorisation in Spain. Several products in our range aren't authorised here, and some exceed the maximum dose in the Spanish product information. Each product page says so.
- A delivery date. Delivery times are estimates.
- That customs won't hold your parcel. They can, with prescription-only medicines.
- That a treatment is right for you. Only your doctor can judge that.
Payment and shipping insurance
You can pay by Visa, Mastercard or bank transfer. The payment page also offers optional shipping insurance for €3.95. Our refund policy already provides for a free resend if your order doesn't arrive, so if the difference isn't clear, ask us through the contact form before you pay.
This page summarises our conditions; if anything differs, the refund policy and delivery conditions take precedence. 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.
