Terms & Conditions

Accessing the website www.farmaciamoreno.pt the user agrees to respect and comply with these Terms and Conditions. Moreno Pharmacy has the right to change these Terms and Conditions at any time. The customer is subject to the principles and terms in force on the date of his order unless the law or competent authority imposes any changes to them.

Moreno Pharmacy, Lda. based in Largo de São Domingos nº42-44, Porto, 4050-545 - Porto, Portugal, NIF 504641263 is the legitimate owner of the official website of Moreno Pharmacy whose domain can be found at http: // www.farmaciamoreno.pt. The technical direction of the store is overseed by Doctor João Alexandre Teixeira de Almeida. For additional information, you can contact the Moreno Pharmacy by email geral@farmaciamoreno.pt. If you prefer you can do it by phone, from Monday to Sunday, from 9:00 am to 6:00 pm, through the number +351 222 00 35 45 or +351 912 474 321. You can also contact us through the online chat, at the same schedule.

Selling price of products

The sale price to the public of the products is determined by the Moreno Pharmacy and can be freely changed at any time; the sale price of the products indicated in farmaciamoreno.pt includes VAT at the applicable legal rate and to the indicated sale price adds, when due, the delivery costs of the Product.

The sale prices of the products are those presented, unless an error occurred in their indication detected by Moreno Pharmacy until the delivery of those to the customer. In this case, the customer is immediately contacted via email sent to the email address provided by him. The customer can choose to keep his order at the correct price or cancel it.

Order Medicines Online

If you wish to request Medicines Not Subject to Medical Prescription (MNSRM) and / or Medicines Subject to Medical Prescription (MSRM), fill out the form available on our website or contact us through +351 22 200 35 45 or +351 912 474 321. We will help you to interpret your prescription and indicate how to proceed to finalize your order. Pharmacies can only deliver medicines in neighbouring counties. In the case of Moreno Pharmacy in Porto are Gondomar, Maia, Matosinhos and Vila Nova de Gaia. Home delivery will cost 5€ (VAT included) for room temperature products and 5.50 € (VAT included) for cold products by order. If you choose to pick up at the Pharmacy, your order will have no additional cost.

Payment

Moreno Pharmacy offers the customer the following payment methods: credit card (Visa, Mastercard), PayPal, MB WAY, bank transfer and ATM reference. The last method of payment is only available for payment transactions carried out in Portugal. We do not accept any payment method other than those mentioned.

For payments using a credit card, all details (such as the card number, expiration date or security code) will be sent via the encrypted protocol to the company that provides electronic payment services without third parties being able to access the transmitted information. This information will not be used by Moreno Pharmacy, except to carry out the necessary operations for purchase or for reporting fraud cases to the police authorities.

Delivery

The options for delivery of orders and the respective delivery deadlines will be made available during the product purchase process and before the respective payment is made. The available modalities may vary according to the geography intended for the delivery of your order. Delivery times should be considered as indicative, without prejudice to the fact that Moreno Pharmacy makes every effort to ensure compliance with them. In case the delivery is made at Moreno Pharmacy, no additional fee will be added to the price of the product.

Although we keep our catalogue updated in stock, certain products are obtained directly from the manufacturer which can delay your order. The mission of Pharmacy Moreno is to give our customers access to the best health and wellness products without having to leave the comfort of their home and for this we work continuously to send the order with maximum quality, as soon as possible. If it is not possible to deliver the ordered products due to a fact attributable to the customer, a refund of the value of the product(s) will be made, except delivery costs, when applicable. Moreno Pharmacy is not responsible for the customer placing the wrong address at the time of ordering. Orders returned on charge will not be accepted.

Delivery times

The maximum delivery times are as follows:

Mainland Portugal - 48 hours *

Madeira and Azores - 48h on working days in the case of Madeira and São Miguel Island and up to 96h on working days in the case of the Azores, after sending *

European Union 96h on working days*

ATTENTION - Delivery times are estimated and are only considered valid when there are no physical or structural impediments (incorrect addresses or force majeure setbacks, such as strikes, connection losses, etc.).

* Shipping after processing time.

Exchanges and Returns

The deadline to request the exchange or return of the products is 14 days after the date of receipt of the order. To do so, you must contact the email geral@farmaciamoreno.pt, indicating the order number and the product(s) you wish to return. We undertake to respond as soon as possible.

For the return or exchange to be accepted, it is essential that:
The packaging and the product are intact (including cellophane, protective labels and seal);
The product does not show signs of use;
For reasons of quality and hygiene, we cannot accept exchanges or returns of unsealed products, refrigerated products or personal contact items, which include, for example, maternity or breastfeeding underwear and sanitary napkins;
Preserve the invoice, as a copy of it may need to accompany the return.

The product must be returned to the premises of Farmácia Moreno.
Upon receipt of the return, the integrity of the products will be confirmed, and if the same is verified, the return will be accepted, and the entire amount will be refunded to the customer (including shipping costs charged). The refund of the total amount paid will be made, unless otherwise agreed, through the same payment method used in the purchase. If applicable, the transport costs related to the return will be borne by the customer.

The consumer may also exercise his right of free resolution by sending the «Free resolution» form available below by email or registered mail:

We also accept returns for damaged or incorrectly shipped products. See our policy regarding damaged or incorrectly shipped products.

Damaged or incorrectly shipped product

We apologize if you received the damaged item or sent it wrong. This is unusual and we want to resolve your issue as quickly as possible for you.

Although we have high standards in the packaging of orders to avoid damage during transport, problems are possible. That is why we ask and consider it very important that the customer checks the outer packaging at the time of delivery. If the order is externally damaged upon delivery by the carrier, we advise you to open it to check the integrity of the products. Any non-conformity must always be recorded in the document proving receipt of the order otherwise the claim will not be accepted by the carrier.

Any non-conformity in your order must be reported to our customer service within 48 hours after receiving the order otherwise it will not be accepted. You can do this through our customer support center. The complaint will be analysed by our quality department within the next 72 hours.

If this is in accordance with our returns policy, we will proceed with the refund of the amount paid. After confirming any claim, the corresponding amount will be refunded using the same method used in the purchase, or, by another method, if there is an agreement between our services and the customer, in order to obtain greater speed in resolving the process. Returns and refunds will not be accepted if the products have visible marks of use, except in cases of proven lack of conformity.

Moreno Pharmacy is responsible for scheduling the collection of the respective nonconforming order.

Returns sent for collection are not accepted.

For more information on exchanges and returns do not hesitate to contact us.

Cancellations

A product order can be cancelled in one of the following situations:

a) Unavailability of the product;

b) Non-payment by the customer of the order made after 48 hours;

c) Price completely wrong due to error (manual or computer);

Paid orders can only be cancelled before being shipped. In these situations, the amount paid will be in a checking account and can be deducted in a next purchase. We will also be able to refund the amount paid, in which case bank charges related to the operation will be deducted, if applicable (in case of doubt, contact our customer support). After dispatch, it will not be possible to cancel your order.

For more information on cancellations do not hesitate to contact us.

Quality and Guarantee

Moreno Pharmacy only sells quality items in its online store and will never sell second-hand products, defective or of inferior quality to the standards in the market. The products available at farmaciamoreno.pt may not correspond exactly to the final product regarding the displayed image and colours, especially due to the internet browser and monitor used.

Promotions and Campaigns

The promotional offers or commercial campaigns published on the website of Moreno Pharmacy are valid only for the period and under the conditions mentioned in the form of each item on sale.

Conflict resolution

In the event of a dispute that is not related to the dispensing of medicines or medical devices, or the provision of pharmaceutical services, the consumer may resort to an Alternative Dispute Resolution Entity. The updated list of Alternative Dispute Resolution Entities available under art. 17 of Law no. 144/2015, of 8 September, can be consulted on the Consumer Portal, via the website www.consumidor.pt.

Farmácia Moreno declares that it is not bound, either by adhesion or by legal imposition, to any of the aforementioned centres, and is not obliged to participate in an Alternative Dispute Resolution procedure or bound to the respective result, when a consumer has filed a complaint before a Alternative Dispute Resolution entity.