Cancellations, Exchanges, and Returns

Cancellations

Orders whose payment is not made within a maximum period of 24 hours from the moment of order confirmation will be cancelled.

If you have made the payment and wish to cancel, you should contact our Customer Support Team through the available contacts for this purpose: apoio@lovemypharma.com or +351 912 537 496 (Telephone service provided exclusively in Portuguese. National calls: Cost of call to the national mobile network; International calls: call cost according to the rates set by the respective operator).

Cancellations with payment made will only be accepted if the order is still in preparation. If it has already been shipped, Love my Pharma cannot proceed with its cancellation.

All refunds resulting from cancellation of paid orders will, according to our Cancellation, Exchange and Return Policy, be made using the same payment method used in the initial transaction. 

Product Exchanges and Returns

Under the terms of Decree-Law no. 24/2014, of February 14, the Customer has, since 28.05.2022, 14 days after receiving the goods to terminate the contract and return them.

The right of free termination must be exercised within 14 days from the receipt of the goods, through an unequivocal statement sent by email or letter to apoio@lovemypharma.com or Estrada da Penha, 52, 8005-135 Faro, respectively. It is solely the customer's responsibility to prove that they exercised the right of free termination within the legal period.

The respective exchange or return of products may be carried out in the following ways:

Mainland Portugal: Simplified return via the CTT Portal through the link: https://www.ctt.pt/particulares/enviar/devolucao-facil, within 14 days from receipt of the goods, for exchange or return situations by customer decision, that is, situations where the exchange and/or return of products occurs freely and voluntarily, not related to a product problem or damage during transport. Through the CTT portal, the Customer must select the Love my Pharma Online Store and follow the steps defined by the platform to create the collection request and pay the single return fee charged by CTT. At the end of the data entry process, a packaging code is assigned which must be given to a CTT employee for this purpose. Availability of collection points can be checked during the process on the platform. After receiving the returned product(s), a quality control analysis will be carried out, with the exchange or return directly dependent on the condition of the delivered product(s);

Mainland Portugal: Direct exchange or return of products with Love my Pharma, within 14 days from receipt of the goods, through an unequivocal statement sent by email or letter to apoio@lovemypharma.com or Estrada da Penha, 52, 8005-135 Faro, respectively, for exchange and/or return situations where the product is not in usable condition, or situations where it has suffered damage during transport;

Mainland Spain: Direct exchange or return of products with Love my Pharma, within 14 days from receipt of the goods, through an unequivocal statement sent by email to apoio@lovemypharma.com, for exchange and/or return situations where the product is not in usable condition, or situations where it has suffered damage during transport.

Love my Pharma informs that:

If it is found that the exchange or return is not made due to product quality issues or damage during transport, but rather by the customer's own will, the direct costs of returning the goods are borne by the customer, and the refund amount will always exclude, if applicable, the shipping costs;

The refund will be processed within no more than 14 days from the date Love my Pharma is informed of the decision to terminate this contract;

Refunds are made using the same payment method used in the initial transaction;

The refund is only processed after Love my Pharma has received the goods to be returned;

Goods must be returned without undue delay, and within a period not exceeding 14 days from the day you informed Love my Pharma of the free termination of the contract. The deadline is considered met if the goods are returned before the end of the 14-day period;

Exchange and/or return can be made provided the products have not been used. They must be kept in the original packaging, with seals and stickers intact, and must be presented exactly as received;

Do not send products for exchange and/or return without first contacting the Customer Support Team. Love my Pharma will not consider products received as exchange and/or return if the process is not properly carried out;

Mainland Portugal: After contact initiating the process, the customer must send the items properly packaged, along with the invoice proving payment, to the following address: Sítio dos Virgilios, nº315-B, Estrada Nacional, 8004-001, Faro. In cases where a collection of a product or entire order is scheduled, responsibility for payment of the associated collection costs will be assessed;

Mainland Spain: After contact initiating the process, the customer must hand over the properly packaged items, along with the invoice proving payment, to the courier responsible for collection. In cases where a collection of a product or entire order is scheduled, responsibility for payment of the associated collection costs will be assessed;

All items must be in good condition (saleable condition), without the original packaging having been opened. Products that have been tried or damaged for reasons unrelated to the preparation or transport of the order will not be returned. If these factors are not proven, Love my Pharma will not proceed with the exchange and/or return;

Promotional packs or Coffrets must keep the outer carton/packaging intact, as well as all products inside the packs. Products that have been tried will not be exchanged and/or returned. If these factors are not proven, Love my Pharma will not proceed with the exchange and/or return;

Medicines, food (milk, porridges, jars, among others), orthopaedic products with specific measurements, maternity belts and lingerie, and breastfeeding accessories will not be accepted in full for exchange and/or return by Love my Pharma;

Hygiene accessories (sanitary pads, toothbrushes, among others) will only be accepted for exchange and/or return if properly sealed;

When Love my Pharma processes a refund, the amount to be returned corresponds to the total purchase amount, excluding shipping costs. Only in cases where the return occurs due to product defect will shipping costs be included, even if it is an international order;

After verification of the product to be exchanged and/or returned, and if it meets the exchange and return standards mentioned above, Love my Pharma will proceed with sending a new product and/or refund within a maximum period of 48 hours. If the product selected for exchange is not in stock, the shipping time may exceed 48 hours;

Whenever it is a partial exchange and/or return, of one or more products from an order without covering the entire order, only the item will be exchanged or the amount corresponding to the products returned to Love my Pharma will be refunded;

Mainland Portugal and Islands: If the customer wishes to exchange products, the shipping costs for sending those products to our facilities, as well as the costs corresponding to the shipping of the new product, are borne by the customer. The exchange will begin after verification of the product's condition, and upon payment of €3.48 for shipping to Mainland Portugal, or €6.50 for the Madeira and Azores Archipelagos, only in applicable cases. Only customers who send products damaged due to transport or brand defect will not bear the shipping cost, which will be assumed by Love my Pharma. If the product does not meet the above requirements, Love my Pharma will contact the customer, with photographic support if necessary, as justification for refusal;

Mainland Spain: If the customer wishes to exchange products, the shipping costs for sending those products to our facilities, as well as the costs corresponding to the shipping of the new product, are borne by the customer. The exchange will begin after verification of the product's condition, and upon payment of €4.90. Only customers who send products damaged due to transport or brand defect will not bear the shipping cost, which will be assumed by Love my Pharma. If the product does not meet the above requirements, Love my Pharma will contact the customer, with photographic support if necessary, as justification for refusal;

Mainland Portugal: In cases where the customer fails to collect their order in a timely manner at a collection point, it is returned to Love my Pharma. After the order arrives at our facilities and if the customer wishes to have it resent, a payment of €5.98 for shipping costs corresponding to the return to Love my Pharma and the reshipment of the product from Love my Pharma to the customer must be considered.

Mainland Spain: In cases where the customer fails to collect their order in a timely manner at a collection point, it is returned to Love my Pharma. After the order arrives at our facilities and if the customer wishes to have it resent, a payment of €9.80 for shipping costs corresponding to the return to Love my Pharma and the reshipment of the product from Love my Pharma to the customer must be considered.

According to Decree-Law no. 84/2021, Love my Pharma informs that Electrical Breastfeeding and/or Feeding Accessories and Aromatherapy Diffusers have a three-year warranty.