Refund policy
Shipping and returns
Product delivery
Products are shipped to the address provided by the customer when placing the order. Customers are responsible for checking that this address is correct. Orders are dispatched within the time stated in the order confirmation email.
Apoticari delivers within the European Union, subject to the products complying with local import regulations. Deliveries are handled by our partner carriers; delivery times run from order confirmation. Risk passes to the customer upon delivery.
If a delivery is delayed, Apoticari will inform the customer. Unless the delay results from force majeure, the customer may formally require Apoticari to deliver within a reasonable additional period. If delivery has not taken place by the end of that period, the order may be cancelled and the customer refunded within fourteen (14) days of receipt of the cancellation request.
If the customer is absent at the time of delivery, the carrier may leave a delivery notice. If the parcel is not collected within the carrier's stated period, it will be returned to Apoticari. The customer may choose either:
- redelivery at their own expense; or
- a refund of the product price, excluding the original delivery charges.
Receiving your products
On receipt, customers must check the condition of the parcel and its contents.
If the parcel is visibly damaged, for example if the packaging is open or damaged, the customer may:
- refuse the parcel, which will be returned to Apoticari; or
- accept it, provided that any concerns are reported immediately to the carrier and to customer service within three (3) days.
Any claim relating to a missing, damaged or incorrect product must be sent to Apoticari within three (3) days, with supporting evidence such as photographs of the parcel, product and delivery note.
If an incorrect or damaged product has been sent, Apoticari provides a prepaid return label and covers all return costs. Products must be returned to:
Apoticari – Retours
12 rue Traversière des Mourgues
43000 Le Puy-en-Velay
France
Failure to follow these procedures, including the time limits and supporting evidence requirements, may prevent a claim from being accepted.
Right of withdrawal
Under Article L.221-18 of the French Consumer Code, customers have fourteen (14) days from receipt of their order to exercise their right of withdrawal.
Once Apoticari has been notified of the customer's decision, a prepaid return label is provided: returns are free.
Products must be returned:
- in their original condition;
- new;
- unopened and unused; and
- in their intact original packaging.
Apoticari checks returned products on receipt. Products that have been opened, used, unsealed, are incomplete or damaged, or show signs of use cannot be refunded. They may be sent back to the customer on request and at the customer's expense.
The right of withdrawal does not apply to products whose packaging has been opened, for reasons of hygiene or health protection.
Refunds
When the conditions for withdrawal are met and returned products comply with the return requirements, Apoticari refunds:
- the price of the products; and
- the original standard delivery charges.
The refund is issued within a maximum of fourteen (14) days of receipt of compliant returned products, using the same payment method as the original order.