Why should I register at epharmadora.com?

By creating an account at epharmadora.com, you can enjoy a faster and more convenient shopping experience.

Your account allows you to:

• Place orders more quickly and easily.

• Collect points on eligible purchases.

• View your order history.

• Track the progress and status of your orders.

• Manage your account information.

Your account is personal to you. You are responsible for keeping your login credentials confidential and for notifying us if you suspect any unauthorized use of your account.

How can I order from epharmadora.com?

You can place an order in two ways:

Online: Place your order directly through our website at epharmadora.com.

By telephone: Call us at +357 23258789 or +357 99283783 during our customer service opening hours.

Customer service hours:

Daily from 08:00 to 16:00.

When ordering by telephone, please have the relevant product names or product codes available so that we can assist you more efficiently.

Telephone charges, if applicable, are determined by your telephone service provider.

Are all products available?

epharmadora.com makes every reasonable effort to keep the availability information displayed on our website accurate and up to date.

However, product availability may change and, in some cases, a product displayed on our website may temporarily be unavailable.

Where an unavailable product can be obtained from our suppliers, additional processing time may be required. This may normally take approximately 3–4 working days, although actual availability may vary.

If a product included in your order is unavailable or subject to a significant delay, our customer service team will contact you and provide available options, which may include waiting for the product to become available, selecting an alternative where appropriate, or cancelling the affected product or order and receiving the applicable refund.

What happens if I receive the wrong product?

If we have sent you a product different from the one you ordered, please contact us as soon as reasonably possible after discovering the issue.

Please provide:

• Your order number.

• Your name and contact details.

• A photograph of the product received.

• Where useful, a photograph of the parcel and/or shipping label.

You can contact us by email or through our available customer service channels.

Once we confirm that an incorrect product was supplied, we will provide you with appropriate return instructions and arrange the applicable remedy in accordance with your statutory rights.

Where appropriate, we may send you the correct product. If the correct product is unavailable, another remedy, including a refund where applicable, will be provided in accordance with applicable consumer protection legislation.

Where the return is required because epharmadora.com supplied the incorrect product, you will not be required to bear the necessary return cost.

We recommend contacting us promptly so that we can resolve the matter as quickly as possible. However, failure to notify us within 24 hours does not by itself remove any statutory rights you may have under applicable consumer protection legislation.

What happens if my parcel or products arrive damaged, broken or spilled?

If your parcel or any product arrives damaged, broken, leaking or spilled, please contact us as soon as reasonably possible after discovering the issue.

To help us assess and resolve the matter quickly, please provide:

• Your order number.

• Your name and contact details.

• Clear photographs of the damaged product.

• Photographs of the external and internal packaging where possible.

• Photographs showing any visible damage, leakage or spillage.

Please retain the product and its packaging until we have provided further instructions, as they may be required to assess the claim or arrange the return.

Where the product is confirmed to have arrived damaged or otherwise non-conforming, we will provide the appropriate remedy in accordance with applicable consumer protection legislation.

Depending on the circumstances and product availability, this may include replacement or refund.

If the product must be returned because it arrived damaged or otherwise non-conforming, we will provide appropriate return instructions and you will not be required to bear the necessary return cost.

We strongly recommend notifying us promptly, particularly where transport damage is involved, so that we can also investigate the matter with the carrier. However, failure to report the issue within 24 hours does not by itself remove any statutory consumer rights you may have.

What should I do if the parcel itself is visibly damaged upon delivery?

If the parcel is visibly damaged when the carrier presents it for delivery, we recommend that you point out the damage to the carrier and, where appropriate, ask for the damage to be recorded.

Where the condition of the parcel gives reasonable cause for concern, you may also contact us for assistance.

If you accept the parcel and subsequently discover that the contents are damaged, please contact us as soon as reasonably possible and retain the packaging and affected products.

Accepting or signing for a parcel does not by itself waive any mandatory statutory rights you may have in relation to damaged or non-conforming goods.

Can I cancel my order?

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

You can contact us during our customer service hours at +357 23258789, by email at [email protected], or through the available contact form on our website.

If your order has already been dispatched, it may no longer be possible to stop the shipment. However, dispatch does not by itself remove any statutory right of withdrawal you may have.

If applicable, you may exercise your right of withdrawal in accordance with our Cancellations and Returns Policy.

Can I return a product?

Yes. Consumers have the right to withdraw from eligible online purchases within fourteen (14) days of receiving the goods, without giving a reason, subject to the exceptions provided by applicable consumer protection legislation.

You must notify us of your decision to withdraw within the applicable 14-day period and return the goods without undue delay and no later than fourteen (14) days after notifying us.

Certain products may be excluded from the right of withdrawal.

This includes, where applicable, sealed goods that are not suitable for return for reasons of health protection or hygiene once they have been unsealed after delivery.

Other statutory exceptions may also apply depending on the nature of the product.

Please see our Cancellations and Returns Policy for full details.

Will my original shipping cost be refunded if I withdraw from my purchase?

If you validly withdraw from the entire order, we will refund 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 selected a delivery method that was more expensive than our least expensive standard delivery option, such as an express or premium service, the additional delivery cost is not refundable.

For example, if standard delivery was available for €5 and you selected express delivery for €10, the refundable delivery amount would normally be limited to €5.

Who pays the cost of returning a product?

If you return a product because you changed your mind, ordered the wrong product or otherwise exercise your right of withdrawal, the direct cost of returning the product is normally your responsibility, provided that you were informed of this obligation as required by applicable law.

The return shipping cost is separate from the original standard delivery charge.

If we supplied an incorrect, damaged, defective or otherwise non-conforming product, please contact us before returning it. We will provide appropriate return instructions, and you will not be required to bear the necessary return cost where the return results from a lack of conformity for which we are responsible.

Can I return an opened product?

This depends on the type of product and the circumstances.

Certain sealed goods that are not suitable for return for reasons of health protection or hygiene may be excluded from the right of withdrawal once they have been unsealed after delivery.

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

Other statutory exceptions may also apply.

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

Please contact us if you are unsure whether a particular product is eligible for return.

Can I return food, baby food, infant formula or similar products?

Certain products may be excluded from the right of withdrawal because of their nature.

For example, goods that are liable to deteriorate or expire rapidly may fall within a statutory exception to the right of withdrawal.

Other health, hygiene or sealed-product exceptions may also apply depending on the particular product.

Please contact us before returning such products so that we can advise you on the applicable return procedure.

Any applicable restriction on change-of-mind returns does not affect your statutory rights where a product is defective, damaged, incorrect or otherwise non-conforming.

Do I have to use the Return Form?

Our Return Form is provided to make the return process easier.

However, where you have a statutory right of withdrawal, use of our specific Return Form is not mandatory.

You may also inform us of your decision to withdraw through another clear statement, such as by email, within the applicable withdrawal period.

How long does a refund take?

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

Where you exercise the right of withdrawal, we will process reimbursement in accordance with the time limits and conditions required by applicable consumer protection legislation.

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

Where can I find more information about cancellations and returns?

For full information about your right of withdrawal, returns, return shipping costs, refunds, damaged or incorrect products and applicable exceptions, please refer to our Cancellations and Returns Policy.

Nothing in this FAQ or our Cancellations and Returns Policy is intended to exclude, restrict or replace any mandatory rights available to consumers under applicable Cyprus or European Union consumer protection legislation.