Cancellations, Exchanges, and Returns

Cancellations

Orders for which payment is not received 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: 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 being prepared. If it has already been shipped, Love my Pharma cannot proceed with the cancellation.

All refunds resulting from cancellations 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 Decree-Law No. 24/2014, of February 14, since 28.05.2022, the Customer has 14 days after receiving the goods to terminate the contract and return them.

The right of withdrawal 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 exclusively the customer's responsibility to prove that the right of withdrawal was exercised within the legal period.

The respective exchange or return of products can 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, cases where the exchange and/or return of products occurs voluntarily and is 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 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 where it has suffered damage during transport.

Love my Pharma informs that:

If it is found that the exchange or return is not due to product quality issues or damage during transport, but rather at 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 the contract;

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

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

The 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 withdrawal from 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 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 evaluated;

Mainland Spain: After 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 evaluated;

All items must be in good condition (saleable condition), with the original packaging unopened. Products that have been tried or damaged for reasons unrelated to order preparation or transport will not be accepted for return. If these conditions are not met, 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 conditions are not met, Love my Pharma will not proceed with the exchange and/or return;

Medicines, food (milk, cereals, jars, among others), orthopedic products with specific measurements, maternity belts and lingerie, and breastfeeding accessories will not be fully accepted 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 value, excluding shipping costs. Only in cases where the return is due to product defect will shipping costs be included, even for international orders;

After verifying 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 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 returned products will be refunded to Love my Pharma;

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 for shipping the new product, are the customer's responsibility. The exchange will begin after verifying 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 where applicable. 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 evidence if necessary, to justify the 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 for shipping the new product, are the customer's responsibility. The exchange will begin after verifying 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 evidence if necessary, to justify the refusal;

Mainland Portugal: In cases where the customer fails to collect their order in a timely manner at a collection point, the order 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, the order 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.