Orders for which payment is not successfully completed will be automatically cancelled after 2 days. If you wish to cancel an order that has already been paid, you should do so as soon as possible by contacting our Customer Support, either by email, phone or contact form. Orders that have already been shipped cannot be cancelled.

Conditions for exchanges/returns

Products purchased on Sofarma Online can be returned within 14 days of the date of receipt of the order. Products must be in the same condition as when they were received: in their original packaging, with no signs of damage or tampering. Please note that products with accompanying components must be returned in full. To start the return process, follow these steps: Log in to your account on our website and go to the Orders section; Choose the order corresponding to the product(s) you wish to return; Click the "Return" button; The return of several items from the same order must be done at once; Select the product(s) you wish to return; Choose the reason for the return; When you have finished, click the "Continue" button; Depending on the available options, choose whether you would like the refund to be issued as a voucher to use in our online store (received by email), through the same payment method, if possible, or by bank transfer (the IBAN field must be filled in). The customer is responsible for shipping the products they wish to return and for all costs associated with that shipment. To send us the product(s): You can send us the product(s) directly to our facilities, letting us know in advance by email or when we contact you: Travessa S. José, nº 27 | 4435-438 Rio Tinto; We are not responsible for any damage the products may suffer at the hands of the couriers. After receiving the product(s) at our facilities: We assess the condition of the product(s) and, if the conditions for accepting the return are met, the refund or exchange is carried out within 7 business days; The refund covers only the value of the returned product(s); shipping costs are not refunded (if they were charged on the original order); The refund is made using the same payment method used for the purchase, if possible, by bank transfer, or by issuing a voucher to use in our online store. If you prefer, or have any questions, you can reach us through our Customer Support: email, contact form or phone.

Cancellations and Refunds

Cancel order
Orders for which payment is not successfully completed will be automatically cancelled after 2 days.

If you wish to cancel an order that has already been paid, you should do so as soon as possible by contacting our Customer Support, either by email, phone or contact form.

Orders that have already been shipped cannot be cancelled.
Conditions for exchanges/returns
Products purchased on Sofarma Online can be returned within 14 days of the date of receipt of the order.

Products must be in the same condition as when they were received: in their original packaging, with no signs of damage or tampering. Please note that products with accompanying components must be returned in full.

To start the return process, follow these steps:
- Log in to your account on our website and go to the Orders section;
- Choose the order corresponding to the product(s) you wish to return;
- Click the "Return" button;
- The return of several items from the same order must be done at once;
- Select the product(s) you wish to return;
- Choose the reason for the return;
- When you have finished, click the "Continue" button;
- Depending on the available options, choose whether you would like the refund to be issued as a voucher to use in our online store (received by email), through the same payment method, if possible, or by bank transfer (the IBAN field must be filled in).
The customer is responsible for shipping the products they wish to return and for all costs associated with that shipment.

To send us the product(s):
- You can send us the product(s) directly to our facilities, letting us know in advance by email or when we contact you: Travessa S. José, nº 27 | 4435-438 Rio Tinto;
- We are not responsible for any damage the products may suffer at the hands of the couriers.
After receiving the product(s) at our facilities:
- We assess the condition of the product(s) and, if the conditions for accepting the return are met, the refund or exchange is carried out within 7 business days;
- The refund covers only the value of the returned product(s); shipping costs are not refunded (if they were charged on the original order);
- The refund is made using the same payment method used for the purchase, if possible, by bank transfer, or by issuing a voucher to use in our online store.
If you prefer, or have any questions, you can reach us through our Customer Support: email, contact form or phone.