When using the site https://farmacianovadamaia.pt, you are agreeing to these Terms and Conditions.
Farmácia Nova da Maia may revise, update and amend these Terms and Conditions at any time. Your use, either on time or on an ongoing basis, will mean that you agree with all changes made.
Farmácia Nova da Maia reserves the right to cancel, in the appropriate circumstances, all customer accounts that violate these Terms and Conditions.
1. Contacts and Customer Support
The Nova da Maia Pharmacy of Magalhães do Rio Unipessoal Lda, VAT number 514506962, has its headquarters at Rua de Altino Coelho 482, Cidade da Maia.
For additional information, you can contact Farmácia Nova da Maia by emailing [email protected]. If you prefer, you can do it by phone, on weekdays from Monday to Friday, from 09:00 to 18:00 using the number +351 229 864 411.
2. Commercial Policy
2.1. The photographs presented on the website are purely illustrative, so you should always consult the product description for better information about the respective characteristics of the items you want to purchase. The color / tone photographs are for guidance only, as they may vary depending on the computer screen used for viewing. Farmácia Nova da Maia declines any responsibility for any color variations that may arise. In case of doubt contact the Pharmacy Nova da Maia before making the purchase.
2.2. The prices, specifications, and product descriptions are subject to constant updates. Despite the extreme attention of Farmácia Nova da Maia to keep all the information up to date, some products may contain an incorrect price, so we will check the prices whenever we proceed with the processing of orders. If the price of the product is lower than the advertised price, we will refund the difference. If the price is higher, we will inform the "Buyer" by email and await your decision to accept the new proposal or cancel the order.
2.3. The validation of the order assumes that the "Buyer" is aware of and accepts the General Conditions and Terms of Sale of the website https://farmacianovadamaia.pt.
3. Obligations of Customers and Users
3.1.Any visitor to the site https://farmacianovadamaia.pt undertakes to comply with and respect these general conditions, namely observing the following obligations:
- Save, and not disclose, your password to enter the site in order to prevent third parties from accessing your account and personal data;
- Do not use false identities;
- Grant your personal data and correct addresses so that Farmácia Nova da Maia can properly process orders;
3.2. The “Buyer” is the only one responsible for the veracity of the personal data communicated to Farmácia Nova da Maia and undertakes to insert and immediately inform any change through his / her Registration Account at https://farmacianovadamaia.pt.
3.3. Farmácia Nova da Maia disclaims any responsibility for any delay or impossibility of processing the order resulting from error or insufficiency of the data communicated by the “Final Consumer”, namely at the time of delivery.
4. Order fulfillment
4.1 Medicines
4.1.1. To place an order, the "Buyer" must have a valid and frequently used email account and register as a Customer by filling in the form available online.
4.1.2. Medication orders are made by filling out the "Prescriptions" form.
4.2 Other Products
4.2.1. To place an order, the "Buyer" must have a valid and frequently used email account and register as a Customer by filling in the form available online. Once registered, just insert in the virtual shopping basket all the products that the “Buyer (a)” intends to purchase, following all the steps of the purchase so that it is successfully completed.
4.2.2. As soon as you finish your purchase, you will receive an automatic email confirming the transaction. We suggest that you print it out or download this copy for future reference. If the data is not correct, you can immediately request its change, or even, the cancellation of the purchase made.
4.2.3. In the event of non-confirmation of payment or non-compliance with these General Conditions and Terms of Sale, Farmácia Nova da Maia reserves the right not to accept your order, or to cancel it in whole or in part, even after automatic confirmation of the same.
5. Availability of products
5.1. Farmácia Nova da Maia only processes the order placed by a customer after confirmation of the respective payment.
5.2. Information on product availability refers to the moment when the customer makes the purchase. Only after confirmation of payment is the final validation of stock availability made. Therefore, it is advisable that payment occurs immediately after placing the order.
5.3. The satisfaction of all orders placed on the website is subject to product availability. Farmácia Nova da Maia reserves the right not to accept any orders or cancel orders already confirmed for products that no longer have stock. In case of product unavailability and / or out of stock, Farmácia Nova da Maia will immediately inform the “Buyer” of the partial or total cancellation of your order, and the buyer (a) is entitled to a refund of the amount paid.
5.4. Whenever possible, the order will be sent in a single shipment. However, Farmácia Nova da Maia reserves the right to split the order if it expects a delay in the delivery of any of its items or in the event of their unavailability. The buyer will always be informed via email of this circumstance and may object within 24 hours. Each partial delivery will constitute an individual order.
6. Confirmation or cancellation of orders
6.1. Farmácia Nova da Maia will cancel orders when the customer fails to make payment within the stipulated period, when the order is incomplete or incorrect, or when the ordered products are no longer available. In any of the aforementioned cases, Farmácia Nova da Maia will inform via e-mail the “Buyer” that the sales contract has not been concluded and that Farmácia Nova da Maia has not proceeded with the sale, specifying the reasons for such.
6.1.1. If an order has been placed, and the respective payment, for products that have become unavailable in the meantime, Farmácia Nova da Maia will refund the amount paid for the unavailable items.
6.1.2. Farmácia Nova da Maia reserves the right to refuse any order, regardless of the reason and is exempt from liability for any damages or costs, as well as reserves the right to cancel any purchase even if it has already been accepted or confirmed by Farmácia Nova da Maia, namely in the following situations:
- The information in the customer record is not correct or verifiable;
- The purchase requires a medical or veterinary prescription and the customer does not present it;
- The payment of the order is not made within a period of 3 working days following the completion of the same;
- When it is not possible to deliver the order to the address provided by the “Buyer (a)”;
- If it appears that there was an error in the presentation of the price of the product (s);
- When the quantities purchased exceed five (5) products of the same reference per purchase and/or when the same buyer makes a series of purchases that do not correspond to a normal order for an end consumer.
6.2. Before shipping, the "Buyer" may cancel the order of products. If the “Buyer (a)” places an order and wants to cancel it, he / she must, at first, check the status of the order through the “Order History” menu, if the order status does not mention “Shipped”, then , there may still be a possibility of it being canceled. For this, the “Buyer (a)” should contact the Pharmacy Nova da Maia via email or phone and request the cancellation of your order. The cancellation will only be effective after confirmation by the pharmacy.
6.2.1. If the cancellation request is successful, the customer will be notified by email of this decision and the cancellation will be processed.
6.2.2. If the cancellation request is not possible because the order has already been shipped, the products will be sent to the “Buyer (a)”, who, if he keeps his intention, should activate his right of free termination of the contract.
6.2.2.1 For reasons of health protection, hygiene, susceptibility to deterioration and impossibility of referral, medicines, food supplements, food, equipment and articles for personal use, medical devices and dermocosmetic products are andexceptions to the right of free withdrawal.
6.2.3. Whenever there is a cancellation of orders, at the request of the “Buyer (a)”, paid by Paypal, credit card, MB Way or ATM reference, the amount to be refunded will be discounted the usage fee borne by the pharmacy (commission 3, 4% on the purchase price plus a fixed fee of € 0.35).
6.2.4. Whenever there is a cancellation of orders, at the request of the “Buyer (a)”, the refund will be made using the same payment method used in the original order (except for orders paid by ATM reference, where the refund will be processed by transfer bank). Bank charges associated with the refund are borne by the “Buyer (a)”. That is, you will receive the amount paid minus the expenses involved in the transfer.
7. Payment Conditions and Security Guarantees
7.1 The available forms of payment are presented in https://farmacianovadamaia.pt.
7.2. You can pay for your products by:
- Bank transfer, to IBAN PT50 0018 000345670858020 96;
- Credit card;
- ATM reference;
- MB Way;
- Paypal.
7.3. In the case of payment by bank transfer you must always indicate the reference of your order. Farmácia Nova da Maia is not responsible for any delay due to the difficulty of validating payment due to the absence of this information. In cases where it is not possible to indicate the reference (eg transfer made at ATM), please contact Farmácia Nova da Maia, indicating the name of the account holder from which you made the payment.
7.4. We will only start processing the order after we have received payment. If the payment of the order is not made within 3 working days, subsequent to the completion of the same, the order will be canceled.
8. Prices
8.1. The prices of products displayed on the website include Value Added Tax (VAT).
8.2. Shipping costs will be borne by the customer and the values indicated at the time of order.
8.3. Prices are all broken down in Euros and any change in the country of delivery of the order may have an influence on prices, due to transport costs.
9. Ordering medicines
9.1. Farmácia Nova da Maia offers, through information society services, medicines to the public residing in Portugal and other European Union member states, in accordance with legislation.
9.2. Whenever you buy a medication, subject to a prescription or not, for Portugal, only two forms of delivery are available:
- Home delivery of medicines
- Pick up at the pharmacy
9.3. Home delivery of medicines is only available in the following municipalities: Maia, Gondomar, Matosinhos, Porto, Santo Tirso, Trofa, Vila do Conde and Valongo.
9.4. The sale of medicines subject to medical prescription, observes the legal provisions applicable in relation to the mandatory presentation of medical prescription;
9.5. Home delivery is carried out under the supervision of a pharmacist, respecting the transport rules provided for in good medicine distribution practices.
9.6. Home deliveries will be made from Monday to Friday, excluding holidays. Farmácia Nova da Maia undertakes to deliver the medicines within a period of 72 working hours, after confirmation of payment. For urgent deliveries, you must contact the pharmacy in advance.
9.7. Only orders over € 8, excluding VAT, will be processed.
9.8. The placing of orders containing medicines, with delivery in municipalities other than those referred to in point 9.3., Will be automatically canceled. If payment has been made in the meantime, the amount will be refunded, discounting the fees charged by the pharmacy according to the payment method used (Paypal, credit card, MB Way or ATM reference, the fee charged by the pharmacy is 3, 4% on the purchase price plus a fixed fee of € 0.35).
10. Shipping Cost
10.1. Home Delivery of Medicines
10.1.1. The home delivery service has a cost of € 3.95.
10.2. Other Products
10.2.1. Shipping costs associated with your order will be invoiced by weight of the order.
11. Preparation and Delivery of Orders
11.1. Unless otherwise agreed between the parties, Farmácia Nova da Maia fulfills the order within a maximum period of 30 days, counting from the day following the actual payment of the order.
11.1.1. In international shipments, the time relative to the procedures of carriers that have an event, act or omission, outside their reasonable control and customs / customs procedures that may be applied in the country of destination is excluded.
11.1.2. National shipments exclude time related to the procedures of carriers that have an event, act or omission because of their reasonable control.
11.1.3. Only orders over € 8, excluding VAT, will be processed.
11.2. After your order is registered and the respective payment is confirmed, the order enters the preparation phase. This phase takes an average of 3 to 5 working days, with all the products in your order available. If you need the products ordered for a specific date you should always contact the Pharmacy to see if there is such a possibility.
11.3. Once the preparation phase is completed, Farmácia Nova da Maia proceeds with the shipment observing the following average delivery times:
- In mainland Portugal, between 1 to 5 working days.
- In the Archipelago of Madeira and the Azores, between 5 to 10 working days,
- In the European Union (except Portugal), between 5 to 10 working days.
- Rest of the World, approximately 12 working days (does not include time due to customs procedures and / or other logistical procedures in the destination countries).
11.3.1. The Nova da Maia Pharmacy only dispatches orders on weekdays. The estimated shipping time varies depending on the carrier and the destination of your order. Any delay in the shipment of items, given the estimated dates shown, does not confer the right to compensation. If the aforementioned average deadlines are exceeded, the order is not received by the “Buyer (a)”, you must contact us by e-mail or telephone to ascertain the reason for the delay.
11.3.1.1. If it is not possible to immediately identify the reason for the delay, an investigation will be opened with the respective carrier. The maximum response time is 30 days for domestic shipments and 60 days for international shipments. Only after the verification process is completed, and it is concluded that the order was not actually delivered, for reasons beyond the control of the customer, will it be sent or refunded again.
11.3.2. Farmácia Nova da Maia will not be responsible for non-compliance, or delays in the fulfillment, of any shipping obligation that is due to an event, act or omission, beyond its reasonable control.
11.3.3. In orders sent outside Portugal to Farmácia Nova da Maia is totally oblivious to customs / customs procedures that can be applied in the destination country. These procedures can lead to considerable delays in the delivery of orders, cthe Customer is responsible for checking the import conditions with the local authorities.
11.4. Heavy childcare orders (strollers, car seats, carrycot, chairs, cribs, etc.) can take around 14 working days to be delivered.
11.5. Delivery of orders takes place when the consumer acquires control or physical possession of the goods.
11.6. When Farmácia Nova da Maia sends the goods to the consumer, the risk of loss or damage of the goods is transferred to the consumer when he or a third party indicated by him, other than the carrier, acquires physical possession of the goods.
11.7. At the time of delivery, the "Buyer" must inspect the packaging and the products shipped in order to ascertain any damage, following the following procedures:
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Inspect the package of the order, if you find that there are signs of the order showing anomalies (dented, open, torn, etc.) you must refuse and record these anomalies in a concrete form in the delivery document of the courier or postman. The order after delivered and / or opened cannot be refused since the postman and / or courier does not accept it. Farmácia Nova da Maia will reimburse the amounts paid for the order and shipping as soon as, at its headquarters, it receives and completes the return process.
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If the packaging is intact, accept the order, but still check the contents. If you see any damage (broken, dented, wet, leaking product, etc.), record these anomalies in a concrete form in the delivery document of the courier or postman, specifying which products are damaged. Farmácia Nova da Maia will reimburse the amounts paid for the damaged products as soon as, at its headquarters, it receives the information from the carrier and completes the return process.
If you receive a damaged volume / product and do not carry out these procedures, Farmácia Nova da Maia will not be responsible for damages in the ordered item (s).
11.8. If the order is not delivered to the "Buyer (a)", for reasons unrelated to the pharmacy (eg wrong address, absence of the recipient, failure to pick up the order in good time at the CTT station or other collection point, etc ... ) the order will return to the pharmacy where it will be available for pickup. Shipping to Mainland Portugal will cost € 4.95 for orders up to 10kg, for orders over 10kg and for other destinations the value will be calculated on a case-by-case basis.
11.8.1. Orders that are in the pharmacy in the "Available for Withdrawal" state, if they are not collected within 3 months, will proceed to destruction.
11.9. If the “Buyer” provide a wrong or incomplete delivery address, are absent, do not pick up or refuse to accept delivery of all or part of your order, you will be responsible for the deterioration of products, shipping costs, return costs and payment fees incurred by Farmácia Nova Maia. These amounts will be deducted from the refund of the order.
11.9.1. The shipping costs, borne by Farmácia Nova da Maia, within Mainland Portugal for orders up to 10kg is € 4.95, for orders over 10kg and for the remaining destinations the value will be indicated on a case-by-case basis. These amounts will be deducted from the refund of the order.
11.9.2. The return costs, borne by Farmácia Nova da Maia, within Mainland Portugal for orders up to 10kg is € 4.95, for orders over 10kg and for the remaining destinations the value will be indicated on a case-by-case basis. These amounts will be deducted from the refund of the order.
11.9.3. In payments by Paypal credit card, MB Way and ATM reference, the pharmacy supports a usage fee of a variable amount depending on the total value of the order (commission 3.4% on the purchase price plus a fixed fee of € 0.35). These amounts will be deducted from the refund of the order.
11.9.4. For reasons of health protection, susceptibility to deterioration and impossibility of re-shipment, medicines, food supplements, food, medical devices and dermocosmetic products that are part of the order are not refunded.
11.10. In international shipments, if the order is not delivered to the “Buyer (a)”, for reasons unrelated to the pharmacy (eg wrong address, absence of the recipient, failure to collect the order in time at the collection point), all costs related the return will be the responsibility of the Buyer. If the order is not returned to the pharmacy there will be no refund of the amount paid.
11.11. For international shipments, the Farmácia Nova da Maia will not be responsible if the order is lost, lost, damaged or delayed as a result of andinsufficient or incorrect address, theor omission of any Customs, customs, judicial, police or fiscal entity, airlines, airports or other official authorities of the country of destination.
11.12. In the case of receiving exchanged products, by mistake when sending by Farmácia Nova da Maia, the "Buyer" must communicate, within 14 days from the date of receipt of the same, provided that the products are intact, complete and in the original packaging. You should send an e-mail (online@https://farmacianovadamaia.pt/en/) informing the order reference, the error description and whether you want to refund the amount paid or if you are still interested in the purchase of the ordered product.
11.12.1. If the “Buyer” remains interested in receiving the product ordered, it will only be sent after receiving the collected product.
11.12.2.The costs of returning or collecting products due to shipping errors will be borne by the Pharmacy. The “Buyer (a)” will be contacted to schedule the collection. If you refuse to deliver the items to the carrier or are absent at the time of collection, it is up to the "Buyer (a)" to bear the cost of returning the goods.
12. Right of free withdrawal
12.1. The "Buyer" has the right to freely terminate the contract within 14 calendar days, without the need to state any reason.
12.2. The term for exercising the right of free withdrawal expires 14 days from the day following the day on which the “Buyer” or a third party appointed by you, other than the carrier, acquires physical possession of the goods .
12.3. In order to exercise the right of free withdrawal, the “Buyer” has to inform Farmácia Nova da Maia of its decision to terminate the contract by means of an unambiguous statement sent by letter (Rua de Altino Coelho 482, 4470-180 Cidade da Maia), email ([email protected]) or filling out the Right of Withdrawal Form.
12.4. For the free resolution period to be respected, it is enough that the communication regarding the exercise of the right of free resolution is sent before the end of the resolution period.
12.5. In the event of termination of the contract, all payments made, including delivery costs (with the exception of additional costs resulting from the choice of a shipping method other than the least costly normal shipping method offered by us) are refunded, without undue delay and , in any case, no later than 14 days after the date on which we are informed of the decision to terminate the contract.
12.6. Farmácia Nova da Maia will retain the refund until you have received the returned goods, or until the "Buyer" presents proof of the shipment and receipt of the goods, whichever comes first.
12.7. You must return the goods to Farmácia Nova da Maia, without undue delay and no later than 14 calendar days from the day you inform us of the free termination of the contract. It is considered that the deadline is respected if the goods are returned before the end of the 14-day period.
12.8. It is up to the “Buyer (a)” to bear the cost of returning the goods.
12.9. The “Buyer (a)” can be held responsible for the depreciation of the asset, if the manipulation carried out to inspect the nature, characteristics and functioning of that asset exceeds the manipulation that is usually admitted in a commercial establishment.
12.10. Exceptions to the right of free resolution are:
- Supply of goods made according to consumer specifications or clearly customized;
- Supply of goods that, by their nature, cannot be resent or are liable to deteriorate or become quickly out of date;
- Supply of sealed goods not subject to return, for reasons of health protection or hygiene when opened after delivery;
- Supply of goods that, after delivery and by nature, are inseparably mixed with other articles.
12.11. The “Buyer (a)” must keep the goods in order to be able to return them under the proper conditions of use. The return of the articles must be carried out in the original packaging, with the respective price and protection tags intact and without any trace of use, including the invoice and all offers sent.
13. Product Warranty
13.1. In case of lack of conformity of the good, and in accordance with the legislation, the consumer has the right:
a) the restoration of conformity, through the repair or replacement of the good;
b) the proportional reduction of the price; or
c) the termination of the contract.
13.2. To exercise their rights, the consumer must report the lack of conformity to Farmácia Nova da Maia by letter (Rua de Altino Coelho 482, 4470-180 Cidade da Maia) or email ([email protected]).
13.4. In the case of a movable asset, it must be delivered to the premises of Farmácia Nova da Maia, or another location indicated by the pharmacy, namely the manufacturer's facilities or technical assistance center, for analysis of the detected lack of conformity. Shipping costs will be borne by the Buyer and will be refunded if the lack of conformity is confirmed.
14. Validity of promotions or commercial campaigns
14.1. Promotional offers or commercial campaigns published on the online store are only valid for the moment they are displayed on the website and according to the conditions established, unless information to the contrary is communicated on the website.
14.2. In the case of return or exchange of items purchased within the scope of commercial campaigns or promotions, you will be credited or delivered only the amount you actually spent on the purchase of the product you intend to return or exchange.
14.3. For proof of offer or discount, products included in any campaign are shipped without a barcode.
15. Responsibility
15.1. Farmácia Nova da Maia cannot be held responsible for damages suffered by third parties resulting from the use of any of our products. Farmácia Nova da Maia cannot be held responsible for the damages suffered by the “Buyer (a)” as a result of improper use of our products.
15.2. All products sold by Farmácia Nova da Maia are in compliance with Portuguese and Community legislation.
15.3. Farmácia Nova da Maia declines any responsibility in case of violation of the legislation of the country where the order is delivered. The Customer is responsible for checking with the local authorities the conditions for importing or using the products he intends to order.
15.4. Farmácia Nova da Maia is not responsible for customs costs / customs fees that may apply in the destination country.
15.5. Farmácia Nova da Maia is not responsible for decisions made by customs / customs when verifying objects submitted to customs control. The “Buyer” will be responsible for unblocking the situation from these services. If any product does not reach the buyer, by customs decision, Farmácia Nova da Maia will have no responsibility, and there will be no refund of any amount paid.
16. Complaints Book
16.1. The Nova da Maia Pharmacy has a complaints book. If you want to file a complaint, in the physical complaints book, you should go to the pharmacy facilities at Rua de Altino Coelho 482, 440-180 Cidade da Maia. If you want to file an electronic complaint you must use the following link www.livroreclamacoes.pt.
17. Alternative Dispute Resolution
In case of dispute not related to the dispensing of medicines or medical devices, nor to the provision of pharmaceutical services, the consumer may resort to an Alternative Dispute Resolution Entity (RAL).
- Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (CNIACC), através de www.cniacc.pt/pt/;
- Centro de Arbitragem de Conflitos de Consumo da Região de Coimbra (CACRC), através de https://cacrc.pt;
- Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL), através de http://www.centroarbitragemlisboa.pt/;
- Centro de Arbitragem da Universidade Autónoma de Lisboa (CAUAL), através de https://arbitragem.autonoma.pt/;
- Centro de Arbitragem de Conflitos de Consumo da Região Autónoma da Madeira (CACC RAM), através de https://www.madeira.gov.pt/cacc/;
- Centro de Informação de Consumo e Arbitragem do Porto (CICAP), através de https://cicap.pt;
- Centro de Arbitragem de Conflitos de Consumo do Ave, Tâmega e Sousa (TRIAVE), através de https://www.triave.pt;
- Centro de Informação, Mediação e Arbitragem de Consumo (Tribunal Arbitral de Consumo) (CIAB), através de https://www.ciab.pt/pt/
- Centro de Informação, Mediação e Arbitragem do Algarve (CIMAAL), através de https://www.consumoalgarve.pt
The updated list of RAL entities available under article 17 of Law No. 144/2015 of September 8 can also be consulted on the Consumer Portal, through the website https://www.consumidor.gov.pt/parceiros/sistema-de-defesa-do-consumidor/entidades-de-resolucao-alternativa-de-litigios-de-consumo/ral-mapa-e-lista-de-entidades.aspx.
Furthermore, in accordance with Regulation (EU) No. 524/2013 of May 21, 2013, the Consumer may also resort to the European Online Dispute Resolution platform, available at http://ec.europa.eu/consumers/odr.
Although Farmácia Nova da Maia has not voluntarily adhered to any consumer dispute arbitration center, it is legally bound to arbitration or mediation in the case of consumer disputes of low economic value, therefore, less than €5,000 (five thousand euros), whenever, by express option of the consumer, they are submitted for consideration by an arbitral tribunal attached to the entities referred to above.
18. Applicable law
18.1. In the event of a dispute regarding the interpretation or execution of these General Terms and Conditions of Sale, Farmácia Nova da Maia and the “Buyer” undertake to endeavor to obtain a friendly solution that is fair and fair. within 60 (sixty) days from the receipt of the communication addressed for this purpose by any of the parties involved.
18.2. In the absence of an amicable solution, the conditions of this contract are subject to Portuguese law, which will determine, at each moment, the competent forum to address all issues arising from this Contract that cannot be resolved by mutual agreement between the parties.