The user must be at least 18 (eighteen) years old to create a customer account and make purchases on the GO-farma website. By using the website www.go-farma.com you agree to these Terms and Conditions. The website www.go-farma.com is committed to the privacy and security of each customer’s personal data, which are used solely by GO-farma to process orders.
GO-farma ensures that the data entered will not be provided to other entities for any commercial purposes not requested by the user. The stored information will be used to establish a link with the user through the sending of commercial newsletters. The user may cancel these communications at any time. Any information provided by the user will be used in accordance with the Personal Data Protection Law.
CONTACTS AND CUSTOMER SUPPORT
For additional information, you can contact us as follows:
• Phone: +351 253 467 060 (Business days 09:00 – 18:00) (Portugal only)
• E-mail: info@go-farma.com
• Address: GO-farma (Fórmula Maiúscula, Lda)
Av. D. João II, 129, 4715-303 Braga, Portugal
COMMERCIAL POLICY
The photographs displayed on this website are for illustrative purposes only. Brands frequently change product images and it is not always possible for GO-farma to keep these changes up to date. Therefore, we do not accept returns due to out-of-date images.
We also recommend consulting the product description for more information about the characteristics of the items in question.
Product prices and specifications are subject to change without prior notice. Despite GO-farma’s best efforts to keep all information up to date, some products may display an incorrect price; we therefore verify prices when processing orders.
If the product price is lower than the advertised price, we will refund the difference.
If the price is higher, we will inform the “Buyer” and await their decision to accept the new proposal and pay the difference or cancel the order. GO-farma strives to keep stock levels updated in real time.
However, in the event of an occasional error, the “Buyer” will be contacted by e-mail or phone to exchange the product in question for another that is available.
If the “Buyer” does not wish to make the exchange, the order will be cancelled or the remaining products in the order will be shipped. The “Buyer” will be refunded via the same payment method used for the order, where available.
If the “Buyer” wishes to receive the order in two separate shipments, waiting for the availability of out-of-stock items, the cost of the second shipment will be borne by the “Buyer”.
The customer is responsible for the truthfulness and accuracy of the address data provided. If an error occurs in the address selected by the Buyer (in whole or in part) and a second shipment is necessary, the Buyer will be responsible for any shipping costs incurred.
GO-farma offers a 10% discount on the first Newsletter subscription with an unregistered e-mail. Other discount vouchers with varying percentages may be offered periodically. None of these discount vouchers can be combined with other ongoing promotions or discounts, nor are they applicable to products in special-price categories, supplements, milks (infant formulas), diapers, wipes and/or underpads for adults and children.
ONLINE ORDERS WITH IN-STORE PICKUP
To avoid shipping costs, the Buyer may pick up the order in store. To do so, select “Pick up in Store” in the “Shipping Methods” — at no cost to the Buyer. The Buyer will receive an e-mail as soon as the order is available for pickup, which will occur within 24 to 48 business hours after payment. If, for any reason, any of the ordered products is unavailable at that time, the “Buyer” will be contacted by e-mail or phone to exchange the product in question for another available item.
If the “Buyer” does not wish to exchange, the order will be cancelled or the remaining products will be prepared. The “Buyer” will be refunded via the same payment method used for the order, where available. Paid orders not collected in store will be kept in the warehouse for 90 days after the pickup availability notice.
After this period, orders will be considered lost and will not be eligible for pickup or refund. On the date the order is prepared, GO-farma guarantees the viability of all products, which may not be maintained until the pickup date, without any liability on GO-farma.
ORDER SLIPS, INVOICES AND RECEIPTS
The documents issued and automatically sent by the website have no accounting value. However, they serve as proof of order placement or status update. Invoices and receipts with accounting value are issued by our billing software and will be uploaded to the customer’s personal area on the website. The invoice will be issued with the name and taxpayer number provided at the time of the order.
SHIPPING COSTS
If the carrier chosen by the customer involves operational constraints, the order will be delivered by another logistics partner without affecting the delivery time and at no additional cost to the customer.
The customer is responsible for the truthfulness and accuracy of the address data provided. If an error occurs in the address selected by the Buyer (in whole or in part) and a second shipment is necessary, the Buyer will be responsible for any shipping costs incurred.
Currently, GO-farma ships to Portugal, Spain (excluding Ceuta, Melilla and the Canary Islands), France (excluding Overseas Territories), Monaco, Italy, Belgium, the Netherlands, Luxembourg, Germany and Poland.
As each order is unique, shipping costs vary depending on the number and weight of the product(s) ordered.
The best way to obtain delivery pricing is to add the desired product(s) to the shopping cart and proceed to checkout, where the shipping price will be calculated.
For Mainland Portugal and Mainland Spain, shipping is free for orders over €44.90.
For the Azores and Madeira, shipping is free for orders over €99.90.
For the Balearic Islands, shipping is free for orders over €119.90.
For France, Monaco, Italy, Belgium, the Netherlands, Luxembourg, Germany and Poland, shipping is free for orders over €99.90.
ORDER CANCELLATION
Orders for which payment is not successfully completed will be cancelled after 24 hours. To cancel your order, please send an e-mail with the subject “Order cancellation no. XXXX” to: info@go-farma.com.
Order cancellation is only possible during the order preparation process and before shipment, and may be requested by the customer or by GO-farma if there are changes to the conditions referred to in the online ordering process.
If payment has already been made, the amount will be refunded to the Buyer within five (5) business days by one of the following options, to be selected:
(i) a voucher to be deducted from a future order;
(ii) via the same payment method or by bank transfer to the NIB/IBAN indicated by the customer.
EXCHANGES OR RETURNS
By law, the Buyer has 14 calendar days after receiving the order to return the product. To do so, send an e-mail to info@go-farma.com with the return request. Return shipping costs are borne by the customer. For the return process to be successfully completed, the packaging and the product must be intact upon arrival at our warehouses, undamaged and in the same condition as sent to the customer.
Upon receipt of the return and confirmation of the integrity of the products, the return will be accepted and the commercial value of the products will be refunded to the customer within five (5) business days.
The refund will be made by one of the following options, to be selected:
(i) a voucher to be deducted from a future order;
(ii) via the same payment method (where applicable) or by bank transfer to the NIB/IBAN indicated by the customer.
Upon delivery, the Buyer must check the condition of the packaging. If it shows any anomaly (damaged, wet, torn box), the order must be refused. If you wish to accept it, ask the courier for the delivery sheet and write “damaged packaging, subject to verification”. Additionally, contact us at info@go-farma.com so that we can immediately file a complaint with the carrier.
To proceed with the complaint, it is mandatory to provide images of the outer packaging, as well as images of the damaged product.
If you received a package in good condition but the items are still damaged, please contact us at info@go-farma.com sending the respective images.
Return costs are borne by the customer, except when the return/exchange is due to a fault attributable to GO-farma and/or the carrier.
Current legislation (DL 24/2014, of 14 February, with amendments introduced by Law no. 47/2014, DL 78/2017; DL 9/2021 and DL 109-G/2021) provides that:
goods which, by their nature, cannot be resent or are liable to deteriorate, and
goods sealed for health protection or hygiene reasons when opened after delivery
are not eligible for return.
Therefore, returns are not accepted for the following products:
• Over-the-counter medicines (non-prescription);
• Food supplements;
• Infant food (milks, porridges, jars, etc.);
• Orthopaedic items with specific measurements (e.g., footwear, compression stockings, etc.);
• Hygiene products (e.g., breast pumps, nipple shields, milk collection shells, hydrogel disks, etc.);
• Underwear (e.g., maternity belts, post-partum bands, etc.);
• Ophthalmology items and/or any other customised item.
Prices and promotions shown are exclusive to online purchases made through our website (www.go-farma.com).
