This policy applies to purchases made through epharmadora.com and should be read together with our Terms and Conditions.

Order Cancellation Before Dispatch

If your order has not yet been dispatched, you may contact us to request its cancellation.

If the order has already been dispatched, you may still have the right to withdraw from the purchase in accordance with the provisions below.

14-Day Right of Withdrawal

If you are a consumer, you have the right to withdraw from an online purchase within fourteen (14) days without giving any reason, subject to the exceptions provided by applicable consumer protection legislation.

The withdrawal period expires fourteen (14) days after the day on which you, or a third party designated by you other than the carrier, receive the goods.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires by means of a clear statement, for example by email or through our Return Form.

Simply returning the goods without informing us of your decision to withdraw may not be sufficient to exercise the right of withdrawal.

Returning the Products

After informing us of your decision to withdraw, you must return the goods without undue delay and no later than fourteen (14) days from the date on which you informed us of your withdrawal.

Please package returned products securely to prevent damage during transportation.

We recommend using a tracked or recorded delivery service and retaining proof of postage until your return and refund have been completed.

Where appropriate, products should be returned with their original packaging, accessories and documentation.

You may inspect and handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way that you would normally be permitted to examine it in a physical store.

You may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.

Refunds

When the right of withdrawal is validly exercised, epharmadora.com will reimburse the payments received from you in accordance with applicable consumer protection legislation.

If you withdraw from the entire order, the refund will include the original delivery charge up to the cost of the least expensive standard delivery method offered by epharmadora.com at the time of purchase.

If you chose a delivery method that was more expensive than our least expensive standard delivery option, the additional delivery cost is not refundable.

For example, if standard delivery was available for €5 and you voluntarily selected express delivery costing €10, the maximum delivery amount refundable following withdrawal would normally be €5.

Refunds will normally be made using the same means of payment used for the original transaction, unless otherwise expressly agreed.

We may withhold reimbursement until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first, where permitted by applicable law.

Cost of Returning Products

Where you exercise your right of withdrawal because you changed your mind, ordered the wrong product or otherwise no longer wish to keep the product, the direct cost of returning the goods to us is your responsibility, provided that you were informed of this obligation as required by applicable law.

The cost of returning the product is separate from the original standard delivery charge.

Where the return is necessary because we supplied an incorrect, damaged, defective or otherwise non-conforming product, please contact us before returning the item so that we can provide appropriate return instructions.

Sealed Health, Hygiene and Personal-Care Products

Certain products may be excluded from the right of withdrawal where they are supplied sealed, are not suitable for return for reasons of health protection or hygiene, and have been unsealed after delivery.

Where this legal exception applies, we cannot accept a change-of-mind return after the relevant protective seal has been removed.

This may apply to certain health, hygiene, personal-care or similar products depending on the nature of the individual product and its packaging.

This exception does not affect your statutory rights where a product is defective, damaged, incorrect or otherwise non-conforming.

Baby Food, Milk and Similar Products

Certain products, including some food, baby food, infant formula and other goods that are liable to deteriorate or expire rapidly, or that otherwise fall within a statutory exception to the right of withdrawal, may not be eligible for change-of-mind returns.

Whether a product is excluded from the right of withdrawal will depend on the nature of the product and the applicable legal exception.

This does not affect your statutory rights in relation to products that are defective, damaged, incorrect or otherwise non-conforming.

Incorrect, Damaged or Defective Products

If you receive an incorrect, damaged, defective or otherwise non-conforming product, please contact us as soon as reasonably possible after discovering the issue.

We may ask you to provide reasonable information or photographs to help us assess the issue.

We encourage customers to inspect their parcel and products promptly after delivery. However, failure to report an issue within 24 hours does not by itself remove any statutory rights you may have under applicable consumer protection legislation.

Where a product is confirmed to be incorrect, defective, damaged or otherwise non-conforming, the remedies available to you will be provided in accordance with applicable law.

Parcels Damaged During Delivery

If a parcel is visibly damaged when presented for delivery, we recommend noting the damage with the carrier and, where appropriate, refusing delivery.

If you discover damage after accepting the parcel, please contact us as soon as reasonably possible and provide photographs of the external packaging and affected products where possible.

Signing for or accepting a parcel does not waive any mandatory statutory rights you may have in relation to damaged or non-conforming goods.

Refund Processing Time

Once a refund has been issued by us, the time required for the amount to appear in your account may vary depending on your bank, card issuer or payment provider.

How to Request a Return

To request a return or exercise your right of withdrawal, please use our Return Form or contact our customer service team:

Telephone: +357 23258789

Email: [email protected]

Please provide your order number and sufficient information for us to identify your order.

Use of our Return Form is recommended for convenience but does not limit any other legally valid method of notifying us that you wish to exercise your right of withdrawal.

Statutory Rights

Nothing in this policy is intended to exclude, restrict or replace any mandatory rights available to consumers under applicable Cyprus or European Union consumer protection legislation.