GENERAL INFORMATION
The online store www.familypharmacy.gr (hereinafter referred to as the “ONLINE STORE”) sells pharmacy products via the internet and is operated by the limited partnership “PHARMACY KYROS KAVASAKALIS & SIA E.E.”, headquartered at 7 Dimarchou Angelou Metaxa Street, Glyfada, Athens, Greece, with VAT number 998132109 and registered with the Glyfada Tax Office (hereinafter referred to as the “COMPANY”). The company is registered with the General Commercial Registry (G.E.MI.) under number 126380903000.
The company maintains an email address for communication at [email protected] and a customer service call center at +30 211 411 0579 / +30 211 800 1410 (Operating hours: Mon–Fri 09:00–17:00 | Sat 10:30–13:00).
TERMS OF USE
The following terms and conditions apply to the ONLINE STORE, and every user who enters or transacts with the ONLINE STORE is deemed to accept them unconditionally and without exception. If a visitor does not agree with the following terms, they must refrain from using the ONLINE STORE in any way.
IMPORTANT NOTICE
According to Greek legislation, the sale of pharmaceutical drugs via the internet is not permitted, nor is it possible to receive or process prescriptions online.
AGE RESTRICTION
Purchases through the online store are made at the user's own responsibility and only by individuals who are adults (over 18 years old) and have legal capacity. Individuals under the age of 18 are strictly prohibited from making purchases from the online store, and the COMPANY reserves the right not to fulfill such orders.
PLEASE NOTE:
- ORDER PICKUP FROM THE PHYSICAL PHARMACY IS NOT AVAILABLE.
- DISCOUNTS DO NOT APPLY TO IN-STORE PURCHASES.
GENERAL TERMS
The COMPANY reserves the right to unilaterally modify or update these terms and conditions of transactions conducted through its online store, in accordance with its needs and commercial practices.
The COMPANY undertakes the obligation to inform users of any modifications or changes through the website of the online store. It is clarified that any changes to the terms do not affect orders that have already been placed.
INFORMATION, PRICING & PRODUCTS
The COMPANY does not guarantee the availability of products but commits to timely informing end consumers about their unavailability or future availability.
PRODUCT INFORMATION
All information on the product pages of the online store, such as product titles and descriptions, images, prices, and other characteristics, is provided by the COMPANY based on the official informational and pricing catalogs of the manufacturers, importers, or distributors of the products within the Greek territory. The COMPANY is committed to providing the most complete and accurate information possible regarding the products sold through the online store.
The COMPANY is not liable for any data entries made by mistake or error and reserves the right to correct the content whenever it deems necessary.
LIMITATION OF LIABILITY
The COMPANY bears no responsibility for side effects or damages resulting from the use of products ordered by the customer that are due to incorrect product selection by the user, improper use of the products, or faults of the manufacturing company, such as manufacturing defects, incomplete or incorrect information/instructions accompanying the products, or material safety issues.
The COMPANY is not responsible for any technical issues that may arise for users when accessing or using the website, which are related to the compatibility or functionality of their own systems with the website.
The COMPANY is not liable for any damage or loss that may result from the non-execution or cancellation of orders for any reason due to force majeure, weather conditions, strikes, unlawful actions by third parties, or emergency situations. The COMPANY also reserves the right to refuse the execution of an order if it finds that the characteristics or price of a product in the order are inaccurate due to incorrect data entry or issues with the online platform.
The COMPANY is not responsible for actions or omissions of third parties, especially unauthorized interventions by third parties in products and/or services and/or information available through the website.
The COMPANY is not liable for the inability to provide services to visitors/customers of the online store due to malfunctions of the hosting provider’s systems, internet access provider, or electronic payment service provider.
USER CONDUCT
Users of the online store agree not to use it for sending, publishing, emailing, or transmitting in any way any content that is illegal, harmful, threatening, abusive, harassing, defamatory, libelous, vulgar, obscene, or slanderous.
The COMPANY bears no responsibility for the content of other websites that may be redirected to via links or banners from the online store.
MEDICAL INFORMATION / ADVICE
The specialized staff of the COMPANY may, in exceptional cases, provide information or advice on beauty and health matters in response to questions from visitors/customers. However, such information or advice does not replace medical advice or diagnosis. Any information or advice provided is given with reservation and is based solely on the initial information submitted by the visitor/customer when sending their inquiry to the online store.
Additionally, the information listed on the online store regarding dietary supplements, illnesses, or health and beauty products is intended for general informational purposes only. If you suffer from any medical condition, you must consult your doctor promptly. This online store does not provide personal medical diagnoses or specialized therapeutic advice under any circumstances.
INTELLECTUAL PROPERTY RIGHTS
All content of the online store, including but not limited to texts, news, graphics, photos, diagrams, services provided, and all types of files, constitutes intellectual property and is governed by national, European, and international intellectual property laws, except where third-party rights are explicitly recognized.
PERSONAL DATA
The COMPANY is obligated to protect and properly manage the personal data of visitors/customers of the online store in accordance with the General Data Protection Regulation (GDPR – 679/2016) and the laws of the Greek state.
PURPOSE OF DATA PROCESSING
To carry out any transaction through the online store and to place an order for the company’s products, certain personal information will be requested from the customer.
What data is collected in the online store?
When placing an order, identification and contact data such as the following will be requested:
- Full name
- Billing address (if different from the shipping address)
- Shipping address
- Contact phone number (mobile and/or landline)
- Email address (optional for guest customers / mandatory for customers with an account)
The company processes customer data in accordance with Article 7A, paragraph 1(b) of Law 2472/1997, for the purpose of fulfilling each customer's order. Under no circumstances will this data be disclosed, published, or sold to third parties, unless required by law (Law 2225/1994) or due to obligations arising from the national implementation of Directive 24/2006.
RECIPIENTS OF PERSONAL DATA
A) Authorized employees of the online store who are responsible for executing and invoicing the customer’s order, as well as fulfilling all obligations arising from the contract between the customer and the online store.
B) The online store collaborates with payment and shipping service providers (e.g., banks, money transfer services like PayPal, courier companies, etc.) necessary for conducting business operations and/or ensuring data security and/or serving the users of the online store.
Electronic payment service providers include:
- EFG EUROBANK, through which the customer can pay for their order via credit card
- PAYPAL Inc, through which the customer can pay via their personal PayPal account
These providers have access to the customer’s order-related personal data only to the extent necessary for the operation of their services.
The providers are required to use personal data in accordance with this Privacy Policy and the data protection laws of Greek legislation.
Credit card details used by customers are not stored on the online store’s platform, as the entire transaction process takes place through the secure electronic system of the affiliated bank, EFG EUROBANK.
The online store collaborates with courier companies for the shipment and delivery of online orders to its customers.
The courier service providers are:
- ACS COURIER
- DHL Express (Hellas) S.A. – International Courier Services
- SKYNET World Wide Express
- BOX NOW
- COURIER CENTER
Courier service providers have access to the customer’s order-related personal data only to the extent necessary for the operation of their services.
Courier providers are required to use personal data in accordance with this Privacy Policy and the data protection laws of Greek legislation.
The online store uses the customer information submitted during the ordering process so that its staff may contact the customer regarding:
- The delivery of the order to the shipping address
- Order confirmation and customer identification
- Order processing or cancellation due to product unavailability
- Updates about new products
- Information about special offers from www.familypharmacy.gr
- Prize delivery following a contest draw
You have the option to choose whether or not you wish to receive such communications from the online store by sending your request via email to: [email protected].
The provision of personal data by the customer implies their consent for this data to be used by the online store’s staff for the purposes mentioned above.
The online store requires its employees and the website’s technical staff to provide users/customers with the level of security described in this Privacy Policy.
Under no circumstances will the online store share your personal data with others without your prior consent, unless required by law.
Please note that under certain conditions, the collection, use, and disclosure of your personal data collected online may be permitted or required by law or court order, such as in the case of a request by judicial authorities.
The personal data provided by the customer to the online store is used exclusively by the store or its affiliated businesses for the purpose of supporting, promoting, and fulfilling the transactional relationship.
The COMPANY retains electronic order data for tax purposes in accordance with applicable tax legislation. Customer information is stored in the information system in compliance with current laws, including provisions related to data security, confidentiality, and the principle of lawful processing.
The stored data may be disclosed to competent judicial, police, and other administrative authorities upon lawful request and in accordance with the applicable legal provisions.
The customer has, within the framework of telecommunications privacy legislation, the rights to information and objection as provided in Articles 11 to 13 of Law 2472/1997.
By accepting this policy, you explicitly consent to the collection and processing of your personal data as described above. Without this consent, we are unable to provide our services. You may withdraw or modify your consent at any time (Article 2(i) of Law 2472/1997 and Article 7 of Regulation 679/2016). We reserve the right to amend the terms of this privacy policy without prior notice, in accordance with the applicable regulatory framework.
The Data Protection Officer for the online store is Konstantinos Mirmiris, and he can be contacted at [email protected].
COOKIES
The online store uses cookies to ensure the proper functioning of its services.
These are small text files that are sent and stored on the user's computer, allowing websites to operate smoothly and without technical issues, to store multiple user preferences, to recognize frequent users, to facilitate their access to the site, and to collect data for improving the content of each webpage.
Cookies do not cause damage to users’ computers or to the files stored on them.
Please note that cookies are absolutely necessary for the proper and uninterrupted operation of our website.
INTERNATIONAL SHIPPING – CUSTOMS CLEARANCE
The customer is responsible for checking with the competent authorities of the country in which they reside (outside of Greek territory) for any restrictions that may apply to the import of products sold by the online store.
Customers can review the product specifications through the online store and, provided that the products meet the customs requirements of the destination country, proceed with placing their order.
The COMPANY is not responsible for any additional customs charges that may arise during the shipment of the customer’s order.
PRODUCT PRICING
Familypharmacy.gr takes all technical and practical measures to ensure the accuracy and correctness of the prices listed for the products in the online store. However, due to technical errors, there is a possibility that the price of one or more products included in a customer’s order may be incorrect.
During the processing and invoicing of the customer’s order, prices are verified against the COMPANY’s accounting system. If a pricing error is identified, the customer will be contacted by phone or email as soon as possible and in any case before the order is shipped.
The customer may choose to proceed with the order at the correct product prices, modify the order, or cancel it. If communication with the customer is not possible regarding an order that includes incorrectly priced products, familypharmacy.gr will cancel the order.
PRODUCT ORDERS
Orders through the online store can be placed from Greece, Cyprus, and a number of European countries. The price listed on each product page is final, meaning it includes any applicable discounts and VAT.
The COMPANY reserves the right to change prices without prior notice.
The customer selects the products they wish to purchase and then follows the automated process of the online store. The process is completed by clicking the “COMPLETE PURCHASE” button and receiving the final confirmation message. The COMPANY will then contact the customer via email at the address provided in the order, at which point the sales contract between the customer and the COMPANY is considered concluded.
Alternatively, the customer may call the customer service center at +30 211 411 0579 / +30 211 800 1410 and speak with a representative of the online store to place their order. The COMPANY’s representative will inform the customer of the total amount and payment method. If the customer agrees, the representative will complete the order entry in the system.
By placing a phone order, the customer accepts these Terms of Use and the Policies included therein, such as the Privacy Policy. Representatives of the online store do not collect credit or debit card details, as card payments are not accepted for phone orders.
Once submitted, an order cannot be modified by the customer through the online store. However, it may be modified by a COMPANY representative.
The user is informed about the progress of their order via email notifications at each stage of processing, or by using the “Order Tracking” feature on the e-shop, by entering the email address and order number provided during checkout.
ORDER PAYMENT
The customer can pay for their order using one of the following four payment methods:
A) Cash on delivery to the courier company employee upon receipt of the order.
B) Credit/debit card payment. The entire card payment process is carried out on the platform of the affiliated bank EFG EUROBANK.
Credit card details used by customers are not stored on the online store’s platform.
Please note that card payments are not available for phone orders.
C) Bank deposit to one of the following four Greek banks:
ALPHA BANK, EUROBANK, NATIONAL BANK OF GREECE, or PIRAEUS BANK.
D) PayPal, provided the customer has a PayPal account.
For detailed information about payment methods and charges, please visit the “Payment Methods” section on the website.
ORDER DELIVERY
The customer’s order is delivered by authorized courier companies to the residential or shipping address provided in the order form.
The courier service providers are:
- ACS COURIER
- DHL Express (Hellas) S.A. – International Courier Services
- SKYNET World Wide Express
- BOXNOW
- COURIER CENTER
For detailed information about order delivery, please visit the “Shipping Methods” section on the website.
ORDER CANCELLATION BY FAMILYPHARMACY.GR
An order may be cancelled by the COMPANY for any of the following reasons:
A) Failure to complete payment within a reasonable time when the selected payment method is bank deposit.
B) A technical error resulting in an incorrect price or product description.
C) The ordered product is unavailable and the system has not yet been updated, and/or the product cannot be sourced from the supplier for any reason.
D) Improper use of the ordering system by the customer.
E) The execution of the order violates laws, rules, or regulations.
F) Force majeure circumstances.
ORDER / PRODUCT RETURNS
Familypharmacy.gr, aiming to provide the best possible service to its customers, allows the return and replacement of products from your order in cases where the items received are damaged, used, broken, or defective for any reason.
The customer may return any product free of charge and receive a refund within 10 working days from the date the returned product is received, provided the return is due to an error by the online store or if the customer no longer wishes to receive the product within the specified time frame. The return can be processed either through a credit note or a refund.
Refunds for orders paid via cash on delivery or bank deposit will be made by the online store via a deposit to a Greek bank account specified by the customer.
Refunds for orders paid via credit card or PayPal will be processed electronically.
If the customer wishes to return a product for personal reasons beyond 15 days, and the return is not due to an error by the online store, then the return shipping costs must be covered by the customer.
BASIC CONDITIONS FOR PRODUCT RETURNS
- Products must not be opened, used, or have damaged packaging.
- Returns must be made within 14 days from the date of receipt. If the deadline falls on a public holiday, it is extended to the next working day.
IN CASE OF RETURNS, THE CUSTOMER IS ENTITLED TO:
- Receive replacement products for the defective items from the original order, at the expense of familypharmacy.gr, if the issue is due to the store’s fault.
- Have the amount refunded to the credit card used for the purchase, either for the full order or for the defective items only.
- If incorrect products were sent due to the store’s error, the full amount including shipping costs will be refunded.
- If the product is covered by a warranty, the customer will be provided with all necessary information to receive service directly from the product’s distributor in Greece.
- If the customer cancels the order within 3 working days and paid by credit card or PayPal, the transaction will be canceled and the customer will be notified via email or phone.
- If the customer cancels the order within 14 days and paid by credit card or PayPal, the transaction will be canceled and the amount refunded electronically.
- If the customer paid by bank deposit or cash on delivery, they must provide a Greek bank account number, account holder’s full name, and bank name. The refund will be processed within ten (10) working days, provided the products are returned along with the transaction receipt.
RETURN PROCESS
Customers may return products provided they first contact us either:
a) By phone at +30 211 411 0579 or +30 211 800 1410, or
b) By email at [email protected], so that their return request can be recorded.
Afterward, the customer will be informed about the return procedure through the courier companies we cooperate with. Once we confirm receipt of the returned products, the corresponding amount will be refunded within ten (10) working days from the date of receipt.
Refunds for orders paid via cash on delivery or bank deposit will be made via bank transfer from the COMPANY’s account to a Greek bank account provided by the customer. The customer must send the following details:
- IBAN
- Account holder’s full name
- Bank name
Refunds for orders paid via credit card or PayPal will be processed electronically.
Returns are only accepted via courier. Products cannot be returned in person to the physical store (pharmacy).
ONLINE ALTERNATIVE DISPUTE RESOLUTION FOR B2C TRANSACTIONS
Directive 2013/11/EU, which provides for the possibility of online resolution of consumer disputes through the Alternative Dispute Resolution (ADR) process across the EU, has recently been incorporated into Greek law (Ministerial Decision 70330/2015).
This mechanism allows for the resolution of disputes between consumers and suppliers through certified ADR entities, offering a fast and low-cost alternative to court proceedings.
As part of this initiative, the European Online Dispute Resolution (ODR) platform was launched on 14/02/2016:
???? https://ec.europa.eu/info/policies/consumers_el
This platform serves as a hub for managing consumer complaints and forwarding them to the appropriate suppliers. The ADR entity must issue a decision within 90 days.
PRODUCT EXPIRATION DATES
Regarding product expiration dates, familypharmacy.gr clarifies that the time between the delivery date and the expiration date of the product must be no less than three (3) months.
PRESCRIPTION MEDICATIONS
According to current legislation, the sale of pharmaceutical drugs via the internet is not permitted, and therefore we cannot receive or process medical prescriptions.
RETURN ABUSE POLICY
The familypharmacy.gr reserves the right to refuse refunds or credits to customers who are found to be repeatedly or fraudulently returning products.
NEWSLETTER SUBSCRIPTION – ADVERTISING
The COMPANY may use the email address provided by the customer to send newsletters containing information about new products, price changes, or various offers at regular intervals, provided the customer has consented to receive such communications.
The customer has the right to unsubscribe from the newsletter mailing list at any time, either through the relevant option in their User Account, or by clicking the “unsubscribe” link included in any newsletter received from the COMPANY.
Discounts and offers apply only to online or phone orders with delivery via courier.
It is not possible to place an online order and pick it up from the physical pharmacy.
The COMPANY may display advertisements for products and/or offers in designated areas of the online store using promotional banners.
The distribution of product samples or gifts for promotional purposes to customers of the online store is carried out legally and is valid while supplies last.
SECURITY
The online store takes all necessary measures to ensure the security of the data of its visitors, users, and customers.
APPLICABLE LAW
The above terms and conditions of use of this website, as well as any modifications thereto, are governed by and supplemented by Greek law, European Union law, and relevant international treaties. The Courts of Athens shall have exclusive jurisdiction for the resolution of any disputes.
If any provision is found to be contrary to the law and therefore invalid or voidable, it shall automatically cease to apply, without affecting the validity of the remaining terms in any way.
Users are advised to regularly check this page to ensure they are aware of and agree with any changes to the terms of this Policy.
CONTACT
If you have any questions or complaints regarding this policy or how we handle your personal data, please contact us:
- By email: [email protected]
- By post:
Pharmacy Kyros Kavasakalis & SIA E.E.
7 Dimarchou Angelou Metaxa St.,
Glyfada, 16675, Athens, Greece
IMPORTANT NOTICE
According to Greek legislation, the sale of pharmaceutical drugs via the internet is not permitted, nor is it possible to receive or process medical prescriptions online.
Purchases through the online store are made at the user’s own responsibility and only by individuals who are adults (over 18 years old) and have legal capacity. Individuals under the age of 18 are strictly prohibited from making purchases through the online store, and the COMPANY reserves the right not to fulfill such orders.
