Product delivery procedure

The products purchased by the customer from the website will be delivered to the users to the address indicated in the form of the contracting procedure. The various shipping methods offered are described below.

Shipping to Spain

This delivery is available for shipments within the peninsular and Balearic territory, excluding the Canary Islands, Ceuta and Melilla. Once the purchase order is confirmed, the seller will proceed to the preparation of the order and the delivery of the order to the Courier.

The user will receive at his/her home the order placed in the one indicated in the purchase process.

This mode of delivery has associated with certain shipping costs, which may be charged by the user.

The information regarding the delivery date, as well as the time determined before the order must be placed to guarantee the supply within this period, will be clearly indicated to the user on the website. In any case, Medphen will make every effort and dedication to deliver the products purchased on the indicated date. However, in the event of exceptional or force majeure circumstances beyond  Medphen's control and preventing the supply of the products within the prescribed period, to the extent permitted by applicable law,  Medphen will not be able to guarantee such delivery time, especially where the user resides in populations that are difficult to reach or high risk. However, it is stated that Medphen will in any case make the greatest effort to deliver the products within the expected timeframe. Users who select this type of shipment, unless otherwise stated on the website, will not have to pay an extra cost as a result of this choice.

Regardless of the shipping option you select, the return procedure will be the same in any case, as described in these Terms of Contract.

International shipping

Medphen allows you to make purchases from any country, whether you are a member of the European Union or not, being the products sent by Medphen through the usual transport agencies. Without prejudice to this, there are certain countries, cities, populations and/or islands, to which they do not ship, nor will Medphen make shipments of products to them, being in any case indicated by Medphen before purchase of the product.

In any case, and before finalizing the purchase, Medphen will inform the customer regarding the maximum delivery time of the order and the total cost of such shipment, without prejudice to the fact that both may be subject to change depending on the delivery destination and the circumstances that may be associated with delivery.

In no case will Medphen be liable for any customs charges that may apply, nor for the possible retention of the shipment at the customs office of the destination country because the entry of the contents of the same is limited in the country of destination, being the responsibility of the end user, before making the purchase, to verify that the products purchased meet all legal requirements at the local level, as well as what are the customs expenses that must be paid in order to receive the product.

Refunds: Warranties

Medphen warrants that all products offered are original branded products, with manufacturer's warranty and without any defect, with their legally recognized warranty terms.

Once the products leave Medphen facilities delivered to the customer's home, returns will only be accepted in case of any damage unrelated to the end customer or factory defect.

All products marketed through Medphen have the minimum legally established warranty period and will be of the very nature of the product.

If the product shows any damage, please contact Medphen’s Customer Service immediately to indicate the procedure for returning the product. At the time the defects are verified, the repair or replacement of the same will be carried out, or the realization of a reduction on the price or the return of all the economic amounts paid, as appropriate in each case. Such arrangements will in no case incur a cost to the customer.

To claim the warranty, the consumer can contact Medphen within a general period of 2 years from the delivery of the product and always in accordance with the conditions and limitations provided in the applicable regulations. If the defect or non-conformity is manifested 6 months after delivery of the product after purchase, the customer must prove to the manufacturer or seller that the fault, defect or lack of conformity already existed when the product was delivered so it existed of origin.

In case of non-conformity with the product received, the consumer has the obligation to inform the seller within two months of becoming aware of it.

When a product is not compliant, the customer may choose between the replacement or repair of the same, without being attributed to the customer the expenses that these events entail.

In order to record the complaint and begin the processing of the incident, the customer must write an e-mail to specifying the facts and will be provided with the necessary instructions to attend to their request.

Refunds: Right to desistation

In accordance with the provisions of Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws, the users of the following aspects:

All users can exercise their right of withdrawal within a maximum period of 14 calendar days from the time the product was received and must be exercised directly against Medphen. The user who wishes to exercise his right of withdrawal with respect to the purchase made, must in any case follow the following steps:

The user must inform Medphen of his wish to exercise his right of withdrawal through any of the means of customer service, by writing to or, if he/she prefers, by sending any of the another unequivocal statement that you wish to exercise your right of withdrawal. Once received, Medphen will inform the user how to proceed with the return of the product, even before starting the contracting process described in these conditions.

The user must cover the direct costs of the return, informed in any case by Medphen during the process. Likewise, any damage or deterioration of the product during transport and the derived responsibilities will be assumed by the user.

In the case of sealed products that are not suitable for return for health protection or hygiene reasons, the user must deliver the product properly packaged, unsealed and without clear signs that it has been opened, used and/or handled. Once the product has been received, if any type of tamper, damage or sign is detected that would imply that the product in question has been tampered with, opened, modified, altered or there is a risk thereof, the product in question will be returned immediately to the end customer by postal delivery on refund, assuming the customer the shipping costs. In this sense, the return of all those products that are intact will be accepted, and do not present any type of manipulation of the protective film of the box or wrapper.

In case of products that require their opening and use to be able to know if they work properly, Medphen will require to accept its return that the product that is returned is in perfect condition, having all its elements and wrappers. No refund will be processed if it does not meet these conditions. In addition, you are informed that, if you do not proceed to return the product in its original packaging, the product may suffer a depreciation.

Once received the request to exercise the right of withdrawal, the system will send an email confirming that the request has been received. Subsequently, the economic amount paid (including, where applicable, the costs of delivery and less the direct costs of the return will be refunded in case the transport offered by Medphen has been used) within a maximum period of 14 days from the moment of receipt of the application for the right and receipt of the purchased product. In any case, the payment of the economic amounts will be made through the means used by the user to make the initial payment, unless the user expresses another one and in which case may incur additional costs.

In the same way and in accordance with the provisions of current regulations, it will not be possible to exercise the right of withdrawal in cases in which products made according to the specifications of the consumer are purchased or clearly customized, or which, by their nature, cannot be returned or may deteriorate or expire quickly. Likewise, it will not be possible to exercise the right of withdrawal when the products that are already unsealed are not suitable for return for reasons of health protection or hygiene.

As reported throughout these Terms of Contract, the product availability information will appear appropriately on the product sheet itself. In this way, the user is informed that, in the event that a purchased product is not available, when the user has not been expressly informed of such possibility, it will be due to an error in that information of which will directly be responsible Medphen.

Notwithstanding the above, Medphen, in order to guarantee the protection of users, will proceed to refund the financial amounts paid by the customer as soon as possible, although in no case Medphen guarantee that the return time is the same as the time frame used for delivery. Such return will always be made using the means used to make the initial payment.

Medphen will refund the user the price of the product, as well as the initial shipping costs. The user always assumes the return costs.

In the event that the user requests the exercise of his right of withdrawal, all the economic amounts initially paid, including, where appropriate, the costs of delivery, without undue delay and, in any case, before he/she 14 calendar days have elapsed from the date on which the right of withdrawal has been requested and provided that the product has been received or proof of return thereof has been received. However, if the user has been offered various modes of delivery and the user has expressly selected a different mode of delivery than the least expensive method of ordinary delivery, Medphen shall have the right not to return any additional costs arising from this mode of delivery.

Last updated: June 19, 2020.

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