Shipping and returns

Product Delivery

Products are shipped to the address provided by the customer when placing the order. It is the customer's responsibility to verify the accuracy of this address. Shipments are made within the timeframes indicated in the order confirmation email.

Apoticari delivers within the European Union, subject to product compliance with local import regulations. Deliveries are handled by partner carriers; delivery times begin from the order confirmation date. Risk of loss or damage passes to the customer upon delivery.

In the event of a delay, Apoticari will inform the customer. If the delay is not due to force majeure, the customer may formally request that Apoticari complete the delivery within a reasonable timeframe. If delivery is not made within this new timeframe, the order may be cancelled and the customer refunded within fourteen (14) days of receipt of their cancellation request.

If you are not home when the delivery is attempted, a delivery notice may be left. If the package is not collected within the timeframe specified by the carrier, it will be returned to Apoticari. The customer may then choose between:

– a reshipment at his/her expense;

– or a refund of the amount of the products, excluding initial delivery costs.

Product Reception

Upon receipt, the customer must check the condition of the package and the products.

If the package is visibly damaged (open, damaged packaging):

– the customer can refuse the package, which will be returned to Apoticari;

– or accept it, subject to immediately notifying the carrier and customer service of any reservations within three (3) days.

Any claim concerning a missing, damaged or incorrect product must be addressed to Apoticari within three (3) days, accompanied by supporting documents (photos of the package, the product, the slip).

In case of an error or damaged product, Apoticari provides a prepaid return label and covers all return shipping costs. Products must be returned to the following address:

Apoticari – Returns

12 rue Traversière des Mourgues

43000 Le Puy-en-Velay

Failure to comply with these procedures (deadlines and supporting documents) may prevent any processing.

Right of Withdrawal

In accordance with Article L.221-18 of the Consumer Code, the customer has a period of fourteen (14) days from the receipt of his order to exercise his right of withdrawal.

After notification of its decision to Apoticari, a prepaid return slip is sent to the customer: returns are free.

The products must be returned:

– in their original state,

– new,

– unopened and unused

– in their original, undamaged packaging.

Upon receipt, Apoticari carries out a conformity check.

Any product that has been opened, used, unsealed, is incomplete, damaged, or shows signs of use will not be eligible for a refund. The product may then be returned to the customer at their request and expense.

The right of withdrawal does not apply to products whose packaging has been opened, for reasons of hygiene or health protection.

Refund

When the conditions for withdrawal are met and the returned products are in conformity, Apoticari will issue a refund:

– the price of the products,

– as well as the standard initial delivery charges.

The refund will be issued within a maximum of fourteen (14) days following receipt of the returned products in good condition, via the same payment method used for the order.