Refund policy

Last updated: 1 September 2026

1. Right of withdrawal

If you buy as a consumer, you may withdraw from your purchase without giving a reason during the 14 calendar days following the day on which you, or a third party indicated by you other than the carrier, receive the product. If items in the same order are delivered separately, the period begins when the last item is received.

2. How to request a return or cancellation

You may start a request from Customer accounts > Orders, where you can select the order and use the available return or cancellation options, or email info@farmaciabarcelona.com. Provide the order number and the items concerned. You may also use the withdrawal form at the end of this policy.

Cancellation requests can be managed through self-service while the item has not yet been prepared. If it has already been prepared or dispatched, cancellation may not be possible, without prejudice to your right to withdraw once you receive the order.

3. Returning the product

Once you have notified us of your decision, you must return the product without undue delay and no later than the following 14 calendar days. For returns that meet this policy, Farmacia Barcelona will provide instructions and free return shipping. Do not send products back yourself before receiving instructions, as we need to identify the order and the correct destination.

The product must be returned with its accessories, documentation, associated promotional gifts and, where reasonably possible, its original packaging. You are only liable for any diminished value resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the product.

4. Exceptions to the right of withdrawal

The right of withdrawal does not apply, among other cases provided for by law, to:

• sealed goods that are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery;
• goods made to the consumer's specifications or clearly personalised;
• other cases where an applicable rule expressly excludes withdrawal.

The health-related exception does not automatically make all cosmetics non-returnable. The specific product, the existence and breaking of the seal, and the health or hygiene reason will be assessed.

5. Refunds

We will refund payments received for the products covered by the withdrawal and, where applicable, the cost of the least expensive standard delivery option offered for the order. We are not required to refund the supplement for a more expensive delivery option chosen voluntarily.

The refund will be made without undue delay and, in any event, within 14 calendar days of the date on which we are informed of the withdrawal. We may withhold it until we receive the products or until you provide sufficient evidence of their return, whichever occurs first. We will use the same payment method as for the purchase unless you expressly agree otherwise, and always without charges to you. No restocking fee applies.

6. Damaged, incorrect or non-conforming products

Check your order upon receipt. If it arrives damaged, is incorrect, has a defect or does not match what was agreed, notify info@farmaciabarcelona.com or call +34 607 16 18 55 as soon as possible, providing the order number and, where useful, photographs of the packaging and product. This does not limit your statutory rights.

Remedies for lack of conformity will be free of charge and applied in accordance with consumer law. In Spain, the seller is liable for any lack of conformity that becomes apparent within three years of delivery of the goods, without prejudice to the mandatory protection applicable in the consumer's country of residence.

7. Model withdrawal form

You may copy and send the following text, although using it is not mandatory:

To Farmacia Dra. Teresa Castells Soler, Farmacia Barcelona, Passeig de Gràcia 90, 08008 Barcelona, Spain; info@farmaciabarcelona.com:

I hereby give notice that I withdraw from my contract of sale of the following goods: [description].

Order number: [number]. Ordered on/received on: [date].

Consumer's name: [name]. Address: [address].

Date and signature, only if submitted on paper: [date and signature].

8. Contact and return address

Farmacia Barcelona - Farmacia Dra. Teresa Castells Soler
Passeig de Gràcia 90
08008 Barcelona, Spain
Email: info@farmaciabarcelona.com
Telephone: +34 607 16 18 55