Orders

Customers can place orders by phone during our business hours or via email at any time. We will process these orders as quickly as possible, usually within 24 business hours of receiving the request. For packages that are on back order, the remaining products will normally be shipped out within 7 to 10 business days.

After placing an order, the customer will receive an invoice by email. Please note that the invoice is not a shipment or payment notification. The products are generally shipped out the following business day after the order is placed.

All orders for products are subject to availability. We reserve the right to cancel any purchase order or agreement in cases where supplying the product is impossible.

CUSTOMER INFORMATION

Profarma Direct collects personal information from customers, including their name, address, email address, phone number, and fax number, to set up an account. In order to provide the requested products and services, fulfill customer orders, and process payments, we will collect additional data, such as billing information.

Profarma Direct is responsible for protecting personal information under its control.

DELIVERY AND DELAY

Products in stock will be shipped out on the following business day. Those that are not in stock will normally be ready for shipment within 7 to 10 business days.

All orders will be shipped out via Express Mail. The average delivery time is within 7 to 10 business days from the day the parcel is shipped out.

Profarma Direct considers a package delivered only upon receiving the customer’s confirmation.

Please note that shipping delays may occur due to any force majeure conditions, including but not limited to situations such as war, strikes, riots, criminal acts, courier company errors, or weather conditions.

RETURN POLICY

Profarma Direct accepts returns of any products within 8 days from the moment the product is received, provided the reason for return falls under one of the following conditions:

• The product was incorrectly received.
• The product was damaged upon arrival.

If any of the above conditions apply, please contact us by email or phone as indicated on the website.

Until you receive return instructions from us, please store the products according to the manufacturer's temperature and storage conditions.

DAMAGED PRODUCTS

Profarma Direct assumes the risk of freight for products delivered to the customer. Any claims for loss, shortage, breakage, leakage, or other damage occurring in transit must be notified to Profarma Direct via phone or email no later than 8 days after the customer has, or should have, obtained knowledge of such issues.

Claims received after this period will not be accepted. Additionally, claims submitted by the customer without relevant pictures or appropriate documentation will be rejected.

In instances where packages are opened or otherwise damaged by customs or other authorities, Profarma Direct will issue a refund by sending a replacement with an equivalent amount of products.

The customer is expected to cooperate fully and loyally with Profarma Direct in pursuing a claim against the carrier.

The customer will cooperate fully and loyally with Profarma Direct in its efforts to establish a claim against the carrier.

In the event of a return, you will be offered either a replacement of the goods or a 100% refund of the returned products.

No returns will be accepted after 8 days.

CANCELLATION AND POSTPONEMENT

The order can be canceled only before the products are shipped out. After an order has been placed and the products have been shipped, the order becomes binding for the customer.

The order can be placed in advance and shipped later at customer’s request.

PRICES AND PAYMENT

All our prices are listed in US dollars.

We accept payment via credit card from the following providers:

Visa and MasterCard

When using a credit card, payment is processed ONLY after the goods have been shipped to the customer. Payment for partial (or balance) orders is then only withdrawn from the credit card when these goods are shipped separately.

Important: We treat credit card information with the utmost confidentiality and never store such details. Our payment system is designed so that, once credit card details are entered, we do not have access to this information. This approach ensures maximum security for our customers.

COMPLIANCE

Profarma Direct operates as an international wholesaler and does not accept liability for ensuring compliance with legislation in the customer's country of establishment or in the country where the customer imports the products.

The customer is responsible for obtaining and maintaining any required or relevant marketing permissions, or for fulfilling any regulatory registration requirements for the products that are to be imported, marketed, or sold by the customer.

Profarma Direct only accepts orders from doctors, clinics, hospitals, and wholesalers.

OBLIGATIONS TO INFORM AND PRODUCT RECALLS

The customer must provide any available information on an adverse event to Profarma Direct within 48 hours from the time the information became or should have become known to the customer.

In this context, an adverse event is defined as: (I) any malfunction, failure, defect, or deterioration in the characteristics and/or performance of a product, as well as any inadequacy in the labeling or instructions for use which, directly or indirectly, might lead to or might have led to a person's death or a serious deterioration in their state of health; and (II) any technical or medical reason related to the characteristics or performance of a product that leads to a systematic recall of products of the same type by the customer.

The customer must inform Profarma Direct about any and all complaints related to the products no later than 8 days after receiving them. The information provided must include a full and comprehensive description of the complaint, as well as any actions taken by the customer in response to the complaint.

Profarma Direct will immediately notify the customer in the event of a product recall and will provide instructions on the procedure for returning all affected products.

LIMITATIONS OF LIABILITY

Profarma Direct will not compensate for any indirect losses or consequential damages suffered by the customer. These include, but are not limited to, loss of business opportunities, profit, goodwill, interest, and the obligation to pay any liquidated damages, penalties, or fines.

The maximum liability of Profarma Direct shall not exceed the original purchase price paid by the customer for the product. This monetary limitation applies regardless of the basis of the liability and will, to the widest extent possible, include claims based on acts of negligence (whether ordinary or gross), strict liability, product liability, etc.

COMPLAINTS AND SUGGESTIONS

At Profarma Direct, your happiness and satisfaction are our top priorities! We always welcome your feedback and suggestions. Feel free to share your thoughts with us via email: info@profarma-direct.com, or have a conversation with one of our customer support representatives by phone. We're here to listen and help!

DISCLAIMER

Profarma Direct cannot guarantee that the content of the website is free from inaccuracies or typographical errors at all times. We also cannot ensure that all information is up-to-date. Profarma Direct may amend the content of the website at any time.

Although Profarma Direct strives to display accurate texts, images, and pricing, errors may occur. If a customer is charged the wrong amount, Profarma Direct will issue a credit note or send an invoice for the additional amount.

In cases where a customer is willing to place an order but has not provided all necessary information for processing it, and Profarma Direct is unable to contact the customer, the order will be automatically canceled.

Furthermore, Profarma Direct disclaims responsibility for non-delivery due to products being sold out or circumstances beyond our control, including delivery failures from our suppliers.