(Applicable only to purchases made on the online store)
Orders whose payment is not made successfully will be cancelled after 2 business days.
To cancel your order, you can contact us via our Customer Support Service or by email at firstname.lastname@example.org. Inform us of your intention, indicating the order, invoice and sale numbers, products to return and reasons for it.
Cancelling an order is only possible during the order preparation process and before dispatching it, and it can be requested by the client or the Pharmacy in case there are any changes made to the conditions referred in the online ordering process. In the event of having already been made payment of the purchase value, this will be returned to the client via the same payment method. In case you have cancelled your order, the order status will be changed to "Cancelled".
Exchanges or Returns
If by any reason, the order does not meet your expectations, you can return it. In this case, you will have 15 days to send us your products for returning.
Any return/exchanges of items should follow the following conditions:
Returning items must be in good conditions (selling conditions), with original unaltered package, without having been tried and accompanied by its invoice. If the package is damaged and the items show any clear signs of use, we cannot accept its exchange nor return its value.
All products must be accompanied by any purchase receipts.
In case you want to exchange or return any of your items, you can also do it directly at the pharmacy as long as you take the purchase invoice with you.
If you prefer, you can contact our Customer Support Service via email at contact, informing us of your intention of exchanging or returning, indicating the order, invoice and sale numbers, products to return and reasons for it. After this contact, you will be given instructions to continue the exchange or return process. In any case should you send any items without previous contact, as they will not be considered for exchanging or returning.
After having contacted our Customer Support Service and being given the exchange or return instructions, you should send us your item properly packaged and according to the above mentioned conditions, to our address:
Farmácia Sousa Torres, SA.
Centro Comercial MaiaShopping, lojas 135 e 136
Lugar de Ardegães, 4425-500 Maia
We do not accept returns of the following products: Medicines, Food (including any type of milk, baby food, baby food jars, etc.), aorthopaedic items with specific measures, compression stockings, any other customized item and others that have been marked as such upon purchase by any of the pharmacy staff.
Aspects to consider:
If you choose to exchange a product, we inform you that:
Postage fees to our address are charged to the client, except for clients who are injured by product transport or technical problems. In these cases, postage fees will be assured by Sousa Torres SA Pharmacy. The exchange will only be carried out after verifying product status and compliance with the above mentioned conditions.
If you choose returning of the paid value, we inform you that:
Postage fees to our address are charged to the client, except for clients who are injured by product transport or technical problems. In these cases, postage fees will be assured by Sousa Torres SA Pharmacy. Refunds include the total order value (products and postage fees), unless our service is not liable for the reason of such returning - in these cases, postage fees will be deducted from the total refund value. The exchange will only be carried out after verifying product status and compliance with the above mentioned conditions.
What to do when receiving a damaged package or item?
In the event of the dispatching package being damaged, you must verify its contents at the time of delivery and immediately inform the carrier, contacting our Customer Support Service afterwards.
You must also contact our Customer Support Service in case you have received a package in perfect conditions, but with damaged items inside.