Apoteca.al

Loyalty Program Terms

Apoteca.al
NIPT / NUIS: M61829018H
General contact: [email protected]
Support: [email protected]
Phone: +355 69 470 2775

Last updated: 6 July 2026

1. About these Terms

These Loyalty Program Terms explain how the Apoteca loyalty program works, including how points are earned, converted, used, adjusted, reversed, expired or forfeited.

The loyalty program is offered by Apoteca.al as a promotional customer-benefit program.

These Terms form part of our Terms & Conditions and should be read together with our Privacy Policy, Returns, Refunds & Cancellation Policy, Gift Card Terms and any campaign-specific terms shown on the Platform.

By joining or using the loyalty program, you agree to these Terms.

Nothing in these Terms limits your mandatory rights under Albanian law.

2. What the loyalty program is

The Apoteca loyalty program allows eligible customers to earn loyalty points on eligible purchases and, where permitted, convert those points into promotional store credit that can be used toward future eligible purchases on Apoteca.

The program is free to join.

The program is intended for personal consumer use only. It is not intended for wholesale, resale, commercial buying, bulk purchasing, automated use, fraud, abuse or manipulation.

3. Eligibility

To join and use the loyalty program, you must:

  • have an Apoteca customer account;
  • be at least 18 years old;
  • provide accurate account and contact information;
  • use the program only for lawful and personal purposes;
  • comply with these Terms and our other policies.

We may refuse, suspend or close loyalty access where we reasonably believe the program is being misused, abused, used fraudulently or used in breach of these Terms.

4. Points are promotional benefits, not money

Loyalty points, promotional store credit and loyalty benefits are promotional benefits offered by Apoteca.

They are not:

  • cash;
  • electronic money;
  • a bank account;
  • a payment account;
  • a deposit;
  • a financial product;
  • a stored-value payment instrument;
  • transferable property;
  • redeemable for cash, except where required by law.

Points have no cash value until they are converted into promotional store credit according to these Terms and the rates shown on the Platform.

Promotional store credit issued through the loyalty program can only be used on Apoteca, subject to these Terms. It cannot be withdrawn, transferred, sold, exchanged for cash or used outside Apoteca, except where required by law.

5. Earning points

Unless stated otherwise on the Platform or in a campaign, you earn:

1 point for every 10 ALL spent on eligible purchases.

Points are calculated on the eligible product amount actually paid, after discounts, coupons, store credit, gift cards, loyalty redemptions, promotional benefits or other reductions are applied.

Unless stated otherwise, points are not earned on:

  • delivery fees;
  • cash-on-delivery fees, if any;
  • taxes or fiscal adjustments not treated as eligible product value;
  • gift-card purchases;
  • store-credit purchases or top-ups, if offered;
  • refunded, cancelled or returned products;
  • products received for free;
  • samples;
  • free gifts;
  • promotional items;
  • manual adjustments;
  • purchases made using fraud, abuse, errors or unauthorized methods;
  • any item or campaign excluded by Apoteca.

Apoteca may decide from time to time that certain products, brands, categories, campaigns, discounted products or special offers do not earn points or earn points at a different rate.

The applicable earning rate is the rate shown on the Platform or in your account at the relevant time.

6. When points are credited

Points are normally credited after an order is completed, paid and no longer subject to immediate cancellation, delivery failure or payment failure.

For online orders, points may remain pending until the order is:

  • paid;
  • delivered;
  • accepted;
  • not cancelled;
  • not refused;
  • not subject to payment failure or suspected fraud.

For cash-on-delivery orders, points are normally credited only after the order is successfully delivered and paid.

For in-store purchases, points may be credited where you scan your member QR code, provide your account details, use an order-claim code, or otherwise link the purchase to your Apoteca account in the way required by Apoteca.

If you do not link the purchase to your account at the time or within the process required by Apoteca, points may not be credited.

7. In-store purchase claims

Where in-store earning is available, you may need to scan your member QR code, provide your account information or use an order-claim code at the counter.

Apoteca may refuse or limit retroactive point claims where:

  • the purchase cannot be verified;
  • the receipt is missing, altered or unclear;
  • the purchase is too old;
  • the purchase was already linked to another account;
  • the product is excluded from points;
  • there is suspected abuse or fraud;
  • the claim does not follow the process shown by Apoteca.

We may set time limits for claiming points from in-store purchases.

8. Redeeming points

Points may be converted into promotional store credit according to the conversion rate shown on the Platform.

Unless stated otherwise, the standard conversion rate is:

10 points = 1 ALL of promotional store credit

A minimum of 500 points is required before points can be converted, unless Apoteca displays a different minimum threshold.

Conversion may be subject to technical limits, campaign rules, account status, fraud checks, minimum order values, excluded products or other restrictions shown on the Platform.

Once points are converted into promotional store credit, they may be subject to the store-credit rules in these Terms.

9. Using promotional store credit

Promotional store credit can be applied at checkout toward eligible orders.

Store credit may be used alone or together with another payment method, unless restrictions apply.

Store credit may not be usable for:

  • gift-card purchases;
  • delivery fees, unless Apoteca allows this;
  • cash-on-delivery fees, if any;
  • excluded products;
  • certain campaigns;
  • wholesale, resale, business or suspicious orders;
  • orders blocked by fraud, abuse or risk checks.

Promotional store credit is normally applied on a first-earned, first-used (FIFO) basis, meaning older credit is used before newer credit.

Apoteca may set minimum order values, maximum redemption limits, product exclusions or campaign-specific limits where displayed or otherwise permitted by law.

10. Expiry of points and store credit

Unless stated otherwise on the Platform or required by law:

  • loyalty points may expire after a period of account inactivity or after a period shown in your account;
  • promotional store credit issued from converted loyalty points expires 6 months after it is issued.

Apoteca may show expiry dates in your account where available.

You are responsible for checking your points, store credit and expiry dates.

Expired points or store credit are removed from your account and cannot be redeemed, reinstated or exchanged for cash, unless required by law or expressly agreed by Apoteca.

If Albanian law requires a longer period, different notice or different treatment, the legally required rule will apply.

11. No transfer, resale or pooling

Points, loyalty benefits and promotional store credit are personal to your account.

You must not:

  • sell them;
  • transfer them;
  • trade them;
  • pool them with another account;
  • assign them to another person;
  • use them through multiple accounts;
  • use them for resale, wholesale or business buying;
  • use them in any way that abuses the program.

Apoteca may cancel or refuse transferred, sold, pooled, traded or misused points, store credit or loyalty benefits.

12. Refunds, returns and cancellations

If an order is cancelled, refused, returned, refunded, charged back or otherwise reversed, any points earned from that order may be cancelled, deducted, reversed or adjusted.

If a returned or refunded order was paid partly or fully with points, promotional store credit, gift cards, discount codes or other promotional benefits, the refund may be made by reinstating or reversing the same type of benefit, unless required otherwise by law.

If a refund would cause a negative points, store-credit or promotional balance, we may:

  • deduct the negative balance from future points;
  • reduce future store credit;
  • set it off against future refunds, credits or benefits where permitted by law;
  • restrict further loyalty use until the issue is resolved.

Refunds are handled according to our Returns, Refunds & Cancellation Policy and applicable law.

13. Discounts, campaigns and promotions

Loyalty points and promotional store credit may not always be combined with other offers, coupons, campaigns, free gifts, samples, discounts, bundles or promotional benefits.

Campaign-specific terms may apply.

Where a campaign has specific terms, those terms apply in addition to these Loyalty Program Terms. If there is a conflict, the campaign-specific terms apply to that campaign, unless this would breach applicable law.

Apoteca may exclude certain products, categories, brands, orders or customers from earning or redeeming points where this is shown on the Platform, required by campaign rules, or necessary to prevent abuse.

14. Errors and corrections

If points, store credit or loyalty benefits are credited, converted, displayed or redeemed incorrectly because of a technical error, pricing error, system error, human error, fraud, abuse or misuse, Apoteca may correct the error.

This may include:

  • adding missing points;
  • removing incorrectly credited points;
  • reversing store credit;
  • cancelling promotional benefits;
  • correcting balances;
  • cancelling or adjusting an affected order;
  • requesting additional payment where a benefit was wrongly applied;
  • restricting the account while the issue is investigated.

We may make corrections even after points or store credit appear in your account, where the balance was incorrect or obtained improperly.

15. Abuse, fraud and fair use

You must use the loyalty program fairly and honestly.

You must not:

  • create multiple accounts to earn repeated benefits;
  • use fake identities or false contact details;
  • place fake or abusive orders;
  • repeatedly refuse cash-on-delivery orders to gain or manipulate points;
  • abuse returns or refunds;
  • make false missing-item, damaged-item or refund claims;
  • exploit technical errors, pricing errors or loopholes;
  • use bots, scripts or automated tools;
  • manipulate referrals, reviews, ratings or campaign participation;
  • buy products for resale while earning consumer loyalty benefits;
  • use unauthorized payment methods;
  • use gift cards, store credit or loyalty points obtained fraudulently;
  • attempt to convert promotional benefits into cash where not permitted.

Where we reasonably suspect abuse, fraud, error or breach of these Terms, we may:

  • suspend or close your loyalty account;
  • cancel, deduct, reverse or withhold points;
  • cancel, deduct, reverse or withhold store credit;
  • cancel orders;
  • restrict payment methods;
  • restrict cash-on-delivery;
  • refuse returns or refunds where permitted by law;
  • block future participation in the loyalty program;
  • report suspected fraud or abuse to payment providers, courier partners, service providers, legal advisers or authorities.

16. Account deletion and forfeiture

If you request deletion of your Apoteca account, you should redeem any available points or promotional store credit before the account is permanently deleted.

Account deletion is subject to the 30-day recovery period described in our Privacy Policy.

After your account is permanently deleted or anonymized:

  • unredeemed points may be forfeited;
  • unused promotional store credit issued through the loyalty program may be forfeited, unless required otherwise by law;
  • loyalty history may be deleted, anonymized or retained only where legally required or justified;
  • you may lose access to loyalty benefits, campaign rewards and account-linked offers.

If you restore your account during the recovery period, points or store credit may be restored where technically and legally possible. We do not guarantee restoration of benefits after permanent deletion.

17. Account suspension or closure

If your account is suspended or closed for fraud, abuse, misuse, violation of our Terms & Conditions, violation of these Terms, payment risk or unlawful activity, Apoteca may suspend, cancel or forfeit points, promotional store credit and loyalty benefits to the extent permitted by law.

If your account is closed by Apoteca for reasons not related to abuse, fraud or breach, we may provide a reasonable opportunity to redeem eligible points or store credit, where required or appropriate.

18. Changes to the loyalty program

Apoteca may change the loyalty program from time to time.

Changes may include:

  • earning rates;
  • redemption rates;
  • conversion thresholds;
  • expiry periods;
  • eligible products;
  • excluded products;
  • earning limits;
  • redemption limits;
  • campaign rules;
  • account eligibility;
  • available benefits;
  • program structure;
  • program availability.

Where changes materially reduce the value or usability of already accrued points or promotional store credit, we will aim to provide reasonable notice where required or appropriate.

Changes may apply immediately where needed for legal compliance, fraud prevention, security, technical reasons, correction of errors, provider changes, abuse prevention or operational necessity.

Continued use of the loyalty program after changes take effect means you accept the updated Terms.

19. Ending the loyalty program

Apoteca may suspend or end the loyalty program.

Where we decide to end the program for ordinary business reasons, we will aim to provide reasonable notice and, where appropriate, a reasonable period to redeem eligible points or promotional store credit before the program ends.

We may end or restrict the program immediately where required for legal compliance, fraud prevention, abuse, security, technical failure, force majeure, operational necessity or other serious reason.

After the redemption period ends, unused points or promotional store credit may expire or be forfeited, unless required otherwise by law.

20. Availability and technical issues

We do not guarantee that the loyalty program will always be available, uninterrupted, error-free or compatible with every device, account, payment method or purchase channel.

Points, balances or loyalty features may be delayed, unavailable or inaccurate due to technical issues, maintenance, fraud checks, account checks, provider issues, synchronization delays or operational reasons.

We may temporarily suspend loyalty features to fix errors, prevent abuse, update systems or protect the Platform.

21. Tax and accounting treatment

Loyalty points and promotional store credit may affect discounts, refunds, invoices, accounting records, fiscalization or order values.

Apoteca may calculate, record, adjust or reverse loyalty benefits in the way required for tax, accounting, fiscalization, refund or legal compliance.

The value shown in your account may be adjusted where needed to correct fiscal, accounting, refund, technical or legal issues.

22. Rates in force

The current earn rate, redemption rate, minimum conversion threshold, expiry period and any applicable restrictions are those shown on the Platform, in your account or in these Terms at the relevant time.

If there is a genuine display error, technical error or obvious mistake, Apoteca may correct it to the extent permitted by law.

23. Contact

For questions about the loyalty program, contact:

Apoteca.al
NIPT / NUIS: M61829018H
General contact: [email protected]
Support: [email protected]
Phone: +355 69 470 2775