Exchanges, Returns, and Cancellations

Cancellations

Orders for which payment is not confirmed within a maximum of 24 hours after submission will be automatically canceled.

If you wish to cancel your order, you should:

  1. Access the option "Exchanges, Returns, and Cancellations" available in the online store footer;
  2. You will be redirected to your customer account, where you can view your orders;
  3. Within each order, you should click the cancellation button if the order has not yet been processed.

You can also access this link to log into your customer account directly.

Cancellation of paid orders can only be made before shipment.

After the order has been shipped, cancellation is no longer possible; the customer may exercise, when applicable, the right of withdrawal under current legislation.

Refunds resulting from cancellations of paid orders will be made, whenever possible, through the same payment method used in the initial transaction.

Exchanges and Returns

Exchange or return requests can be made within 14 days after receiving the order, under the terms and conditions set out in this policy.

Exchange or return requests must be made through the option "Exchanges, Returns, and Cancellations" available in the online store footer.

By selecting this option, you will be redirected to your customer account, where you can view your orders.

If the order has already been processed, you should click the return/exchange button available on the respective order.

You can also access this link to log into your customer account directly.

After submitting the request, Love my Pharma will provide the necessary instructions for returning the items, when applicable.

Right of Withdrawal

Under applicable law, the customer has 14 days after receiving the order to exercise the right of withdrawal from the contract, without needing to provide any reason.

It is the customer's responsibility to prove that they exercised the right of withdrawal within the legal deadline.

After notifying the cancellation, products must be returned to Love my Pharma within a maximum of 14 days.

Exchange and Return Conditions

Before sending any item for exchange or return, we recommend that you contact our Customer Support Team for the respective instructions.

Returned items must:

  • Be in perfect condition;
  • Be returned complete, including all accessories, manuals, and associated gifts, when applicable;
  • They should be sent, whenever possible, in the original packaging;
  • They must not show signs of use beyond what is necessary to verify the nature, characteristics, and functioning of the product.

After initial contact, items must be sent properly packaged, accompanied by the respective purchase invoice, to the address indicated by Love my Pharma.

Products Not Eligible for Exchange or Return

For reasons of health, hygiene, or safety protection, these cannot be returned or exchanged, except in cases of defect or shipping error:

  • Medicines;
  • Food products, including milk, cereals, and jars;
  • Personal hygiene products that have been opened or whose protective seal has been removed;
  • Breastfeeding accessories that have been used or opened;
  • Personalized products or those manufactured according to customer specifications;
  • Other products whose return is legally excluded.

Promotional packs, coffrets, and product sets must be returned complete, including all items that compose them.

    Damaged or Incorrect Products

    If you receive a damaged, defective, or incorrect product, you should contact Love my Pharma as soon as possible, providing a description of the situation and, whenever possible, photographic evidence to allow evaluation.

    After validating the occurrence, Love my Pharma will cover the costs associated with collection, replacement, or refund of the product, as applicable.

    Return Costs

    Except in cases of shipping errors, defective products, or products damaged during transport, the direct costs of return are borne by the customer.

    In cases of exchanges requested by the customer, the costs associated with shipping the item to our facilities and resending the new product will also be borne by the customer.

    Refunds

    After receiving and verifying the returned items, Love my Pharma will proceed with the respective refund through the same payment method used for the purchase.

    Refunds will be processed within the maximum applicable legal period.

    In the case of partial returns, only the value corresponding to the returned items will be refunded.

    Legal Warranty

    Under Decree-Law No. 84/2021, products covered by the legal warranty benefit from the rights provided in the current legislation.

    Electrical Breastfeeding and/or Feeding Accessories and Aromatherapy Diffusers benefit from a legal three-year warranty against conformity defects.