Terms y conditions

* Applies to orders up to 5 kg; if the order exceeds 5 kg in weight, the following rates will apply:

We do not ship to PO boxes.

Shipping times are calculated from the next business day after the order is placed.

3.1 Buy and pick up at the pharmacy

There is also the option of buying and collecting with priority at our pharmacy located in Finca España (La Laguna). Remember that there is easy parking very close to the pharmacy .

When your order is ready, we will send you an email with a code. You can then come to our pharmacy to pick up your order: go to the back area, where you will find numbered lockers where you can pick up your order without queuing; you will simply have to enter the code that we sent you by email.

3.2 Receiving orders

When we have an order ready, we inform the recipient by email as soon as it leaves our pharmacy.

CASE OF SHIPPING WITH CORREOS (Canary Islands, Mainland Spain, Balearic Islands and Portugal):

The company in charge of transport will make the delivery to the indicated address from Monday to Friday (deliveries are not made on weekends or holidays).

If the recipient cannot be located, the postman will leave a notice of arrival in the mailbox so that the recipient can pick up the package at the Post Office.

The length of time the package will remain at the Post Office is indicated on the notice that is placed in the recipient's mailbox. Once the time limit has passed, the package is returned to the sender.

CASE OF SHIPPING WITH CORREOS EXPRESS (Canary Islands, Mainland Spain, Balearic Islands and Portugal):

The transport company will deliver to the indicated address from Monday to Friday (no deliveries are made on weekends or public holidays).

Prior to delivery, the transport company will notify you by telephone, SMS or email. The transport company makes two delivery attempts before returning the order to Farmaten.

CASE OF SHIPPING WITH MARESA (orders with medicines in the Canary Islands):

The company in charge of transport will make the delivery to the indicated address from Monday to Friday (deliveries are not made on weekends or holidays).

The company in charge of transport will contact the recipient to make the delivery.

Deliveries only to the front door or designated door for delivery to the recipient, not to basements, floors or interior locations.

Unpacking and waste collection are excluded.

3.3. Impossibility of delivering an order

In the event that an order is returned to Farmaten because all delivery attempts have been unsuccessful or the collection period set by the carrier has expired, the customer must pay the costs for a new shipment of the order, which will be calculated by Farmaten depending on the volume and weight of the package and the destination, and informed to the customer for acceptance.

4. Price of products

The purchase prices in effect at the time the order is placed are those that appear on the screen, except for typographical errors. Prices are indicated in euros and include VAT when purchasing for the Iberian Peninsula, the Balearic Islands and mainland Portugal has been selected. When purchasing for the Canary Islands has been selected, prices include IGIC. For this reason, if you change the destination for your purchase, product prices may be altered due to different taxes being applied.

If there is a typographical error in any of the prices shown or a difference between the product and the image of the same shown, and if a user has made a purchase decision based on this circumstance, we will notify the user of this incident immediately and the user will have the right to cancel their purchase without any cost on their part.

5. Payment methods

The products will be paid for using the following payment methods:

• Paypal.
• Bank card through our virtual POS.
• Bizum.
• Bank transfer.

6. Electronic billing

You have the right to receive the invoice in paper form and electronically. We will generate your invoice in digital format and send it to you by email. You can request a paper copy by checking the corresponding box before confirming the order or by sending an email to info@farmaten.com at any time. You can also download your electronic invoice from your customer area.

7. Cancellation

Any order that has not been shipped may be cancelled free of charge.

If the order has already been shipped, cancellation cannot be accepted if it contains medicines, in accordance with current regulations, and also if it contains food products such as infant formula, baby food, food supplements, etc., since after delivery, quality control of the product is lost.

In all other cases, if the customer wishes to cancel an order that has already been shipped, and provided that this is requested within 14 days of purchase, the purchase amount will be refunded, albeit reduced by the amount of the return costs, calculated based on the volume and weight of the package as well as its destination.

In the event that, at the time of purchase, the customer has expressly selected a delivery method other than the least expensive ordinary delivery method, any additional costs arising therefrom will not be reimbursed.

If you wish to cancel an order, you must contact us as soon as possible after placing the order.

8. Return and withdrawal

8.1 Medications

In accordance with current regulations, returns of medicines cannot be accepted, except in the following cases:

• That the medicine has been supplied by mistake, does not correspond to that requested, or has been damaged during transport.
• That the delivery period has exceeded the established time by 50%, for reasons not attributable to the recipient.

Only in these cases can we accept the return and reimbursement of the amount of a medicine (and the corresponding shipping cost), which we will collect for destruction through SIGRE (Integrated Packaging Management and Collection System).

If you need to return a medicine for any of the reasons mentioned above, please contact us for instructions on how to proceed. You can also use the form included at the end of this section.

Whenever any of the circumstances mentioned above occur, we will assume the cost of the return and will refund the purchase price of the returned medicines (and the corresponding shipping cost), which will be made using the same payment method used by the user in the purchase, within a period of fourteen calendar days from the date on which we are informed of the desire to make the return.

Pursuant to current regulations, withdrawal from the purchase of medicines is not permitted.

8.2 Parapharmacy

As regards parapharmaceutical products, in accordance with current regulations, we will not accept returns of products that may deteriorate or expire quickly or sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery (for example, food products such as infant formula, baby food, food supplements, etc.). We will also not accept returns of personalized goods made according to the customer's specifications.

In all other cases, you have a period of fourteen calendar days from the day after receiving the order to state that you wish to return it (withdrawal).

If you wish to return a parapharmaceutical product, you must contact us to tell you how to proceed. You can also use the form included at the end of this section.

You can make the return by any means you wish or through our transport provider. You must return the product to us within fourteen calendar days from the date you notify us of your decision to return any product. The user must return or deliver the products directly to us without any undue delay. We may withhold the refund until we have received the goods. The product must be in the same condition as when it was delivered, otherwise the value of the goods may decrease and Farmaten will be entitled to return only the corresponding part of the refund.

Once it has been determined that the return is appropriate, we will proceed to refund the amount of the product or products using the same payment method used by the user in the purchase, within a period of fourteen calendar days from the date of receipt of the product or products to be returned, under the terms and conditions of withdrawal detailed in this section.

Return shipping costs will be borne by the customer, unless we have sent you a defective or incorrect product.

8.3 Withdrawal Model

(only complete and send if you wish to cancel the purchase)

To the attention of BASILIO VALLADARES SALMERON with address at Avenida Las Palmeras, 53 Finca España, 38205 - La Laguna - Santa Cruz de Tenerife and email info@farmaten.com.

I hereby inform you/we hereby inform you(*) that I/we are withdrawing from my/our(*) contract for the sale of the following goods/provision of the following service(*)

• Ordered on/Received on (*):
• Name of the consumer and user or of the consumers and users:
• Address of the consumer and user or of the consumers and users:
• Signature of the consumer and user or consumers and users (only if this form is submitted in paper):
• Date:

9. Warranty

All products available in our online store have their legal guarantee.

Therefore, in the event of any lack of conformity at the time of delivery of the goods, Farmaten will be liable to the consumer for any defects that become apparent within a period of three years from delivery, which will be deemed to have occurred on the date indicated on the invoice or purchase receipt, or on the delivery note if this is later. Unless proven otherwise, it will be presumed that any lack of conformity that becomes apparent within two years of delivery of the goods already existed when they were delivered.

If a product purchased from Farmaten is defective within the above period, you must contact us so that we can proceed, as appropriate, to repair, replace, reduce the price or return it, in accordance with the following rules:

By means of a simple declaration, you may request the correction of the lack of conformity, a reduction in price or termination of the contract.

a.- Repair and replacement:

In order for the product to be brought into compliance, you may choose between repair or replacement, unless one of these two options is impossible or involves disproportionate costs for Farmaten.

Repair and replacement are subject to the following rules:

• They will be free of charge for you, including the costs necessary for the goods to be brought into conformity, especially the costs of shipping, transport, labour or materials.
• They will be carried out within a reasonable period of time from the moment Farmaten has been informed of the lack of conformity and without major inconvenience to the consumer. You must make the goods available to Farmaten, who will recover them at its expense in the way that causes the least inconvenience to the consumer depending on the type of goods.
• You will not be liable for any payments for normal wear and tear of the replaced goods during the period prior to their replacement.
• Farmaten, for its part, will recover the goods at its expense, remove the non-conforming goods and, in the case of goods that have been installed, will remove them and install the repaired or replaced goods, assuming the costs arising therefrom. Farmaten will provide you with documentary evidence of the delivery of the goods by it, stating the date of delivery and the lack of conformity, as well as documentary evidence of the delivery to you of the conforming goods, which must also state the date of said delivery and a description of the corrective measure carried out.

b.- Price reduction and termination of the contract.

The price reduction will be proportional to the difference between the value that the goods would have had at the time of delivery if they had been in conformity, and the value that the goods delivered have at the time of said delivery. Termination will not apply when the lack of conformity is of little importance.

You may opt for them as long as the following requirements are met:

• When the measure to bring the assets into compliance is impossible or disproportionate.
• If Farmaten has not carried out the repair or replacement or has not carried it out correctly.
• Any lack of conformity appears in the repaired or replaced goods.
• The lack of conformity is of such gravity that it justifies one of the two options
• If Farmaten states, or if it is clear from the circumstances, that it will not bring the goods into compliance within a reasonable period of time or without major inconvenience to you.

As a result of the choice of this measure, Farmaten will reimburse you the price paid for the goods after receipt of these or, where applicable, proof provided by you that you have returned them. In the event of termination, you will return the goods to Farmaten, at the latter's expense.

c.- Common:

• If there is a pending payment, you may suspend payment until Farmanten complies with its obligations in the cases contemplated herein.
• You may request the correction of the lack of conformity, a reduction in price or termination of the contract if, as a result of the violation of third party rights, the use of the goods is prevented or limited.
• You will not be liable for any payments for normal wear and tear of the replaced goods during the period prior to their replacement.
• Whether you request rectification of the lack of conformity, a reduction in price or termination of the contract, you may demand compensation for damages if applicable.

You can contact us through the following means: postal address at Avenida Las Palmeras, 53 Finca España, 38205 - La Laguna - Santa Cruz de Tenerife, telephone 922661371 or email info@farmaten.com.

Without prejudice to the foregoing, the Seller shall have the right to investigate the claim and may be asked for evidence proving the defect or non-conformity. If the investigation proves that the Defect notified does not exist or is not the responsibility of the Seller, the Seller shall be entitled to reimbursement from the Customer for the costs incurred in connection with the claim.

If the repair is carried out, it suspends the calculation of the two-year period from when the product has been made available to Farmaten until it is delivered to the customer. Replacement suspends the calculation of the period from when the customer exercises this option until the delivery of the new product.

Exceptions to the warranty:

• Any scratches/scratches on the product packaging will not be considered damage.
• Damages associated with the handling of the product by the customer are not covered by the warranty (scratches, scratches, breakages, stains, loss of cases or packaging, etc.)
• Any damage associated with handling of the product during the delivery process must be reported to the delivery person, or within a maximum period of three days, in order to make the change and make the claim to the transport company.

10. Commitment to quality with our users

The client must keep in mind that at Farmaten we offer a human capital that is willing to help you in a personalized way. Our objective is the satisfaction of our clients with our products and to obtain the highest quality standards. You can contact us at the following telephone number 922661371 or via email at info@farmaten.com

At Farmaten we have had the Online Trust Corporate Social Responsibility Certificate since 2019. This implies our commitment to the regulations regarding digital advertising, electronic commerce with consumers, data protection and minors on the Internet.

11. Data protection policy

Please see our data protection policy in the privacy policy .

12. Complaints and customer and user support

BASILIO VALLADARES SALMERÓN is authorised to sell over-the-counter medicines to the public online, as regulated by Royal Decree 870/2013, of 8 November. The competent health authority is the Pharmaceutical Ordering Service of the Directorate of the Canary Islands Health Service, whose contact details are:

C/ Pérez de Rozas 5, 4th floor 38004 Santa Cruz de Tenerife
Telephone: 922 601 970

C/ Real del Castillo 152, Juan Carlos I Hospital 35014 Las Palmas de Gran Canaria
Telephone: 928 302 875

Email: direccion.scs@gobiernodecanarias.org
Website: http://www3.gobiernodecanarias.org/sanidad/scs/index.jsp

13. Online dispute resolution platform

In compliance with the obligation to inform consumers established in Art. 14 of Regulation (EU) 524/2013 on the Resolution of Online Disputes in Consumer Matters, BASILIO VALLADARES SALMERÓN informs you that the European Commission provides an online dispute resolution platform where you can submit your claims to try to reach an out-of-court solution, if you reside in the EU.

Our entity is affiliated with Confianza Online (non-profit association), registered in the National Registry of Associations Group 1, Section 1, national number 594400, CIF G85804011, Calle Carrera de San Jerónimo, 18 28014 Madrid (Spain). For more information: www.confianzaonline.es

At Farmaten we have had the Online Trust Corporate Social Responsibility Certificate since 2019. This implies our commitment to the regulations regarding digital advertising, electronic commerce with consumers, data protection and minors on the Internet.

These General Conditions are governed by Spanish law. Likewise, in compliance with the provisions of the Alternative Dispute Resolution Law, we inform consumers that, as an adhering entity and under the terms of the Code of Ethics , users may turn to Confianza Online for the alternative resolution of any disputes ( https://www.confianzaonline.es/como-reclamar/formulario-de-reclamaciones/ ). If these refer to electronic transactions with consumers, or to data protection when they are related to this area, the claims will be resolved by the Confianza Online Mediation Committee, accredited for the alternative resolution of consumer disputes. If the claims relate to digital advertising, or to data protection related to this area, they will be submitted to the AUTOCONTROL Advertising Jury.

We also remind you that you can access the European Union's online dispute resolution platform by following this link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show .

14. Applicable legislation and competent courts

These General Conditions are governed by Spanish law. The parties agree, at their discretion, to resolve any conflicts and waive any other jurisdiction, to the courts and tribunals of the user's domicile.