Terms & Conditions

Apoteca.al
NIPT / NUIS: M61829018H
Registered address: Njësia Bashkiake Nr. 10, Rruga e Bogdanëve, Vila 22, Nr. 2, Tiranë, Albania
Email: [email protected]
Phone: +355 69 470 2775

Last updated: 6 July 2026

1. About these Terms

These Terms & Conditions (“Terms”) govern your access to and use of the website, mobile applications, online store, customer account, AI assistant, loyalty features, gift cards, store credit, and related services operated under Apoteca.al at apoteca.al and related channels, including assisted ordering through customer support where available (together, the “Platform”).

In these Terms, “Apoteca”, “we”, “us” and “our” refer to Apoteca.al. “You” and “your” refer to the customer, user, account holder, visitor, or any person using the Platform or placing an order.

By using the Platform, creating an account, placing an order, redeeming loyalty points, using store credit or gift cards, or interacting with our AI assistant, you agree to these Terms. If you do not agree, you must not use the Platform or place an order.

These Terms form part of the contract between you and Apoteca. Other policies referenced in these Terms also apply where relevant, including our Privacy Policy, Cookie Policy, Shipping & Delivery Policy, Returns, Refunds & Cancellation Policy, Health & Medical Disclaimer, Acceptable Use & AI Notice, Loyalty Program Terms, and Gift Card Terms.

We may update these Terms from time to time. The version published on the Platform at the time you place an order will apply to that order. We may highlight material changes, but you are responsible for reviewing the latest version before using the Platform or placing an order.

2. Who we are

Apoteca.al is a parapharmacy and wellness retailer based in Tirana, Albania. We sell dermocosmetics, food supplements, personal care products, over-the-counter medical devices, sports nutrition products, and similar wellness goods.

Apoteca.al is not a pharmacy. We do not sell, dispense, compound, prescribe, or handle prescription medicines. We do not provide medical diagnosis, medical treatment, pharmaceutical treatment, emergency care, or individualized medical advice.

3. Eligibility

You must be at least 18 years old and legally able to enter into a binding contract to create an account, place an order, purchase products, redeem loyalty benefits, use store credit, buy or redeem gift cards, or use paid Platform features.

By using the Platform or placing an order, you confirm that you meet these requirements.

If we reasonably believe that an account has been created or used by a person under 18, or that an order has been placed by or for a person who is not legally eligible to purchase, we may suspend or close the account, refuse service, cancel orders, and take any other action reasonably necessary, subject to mandatory consumer rights and refund obligations required by law.

4. Your account

You may create an account using email or phone one-time codes, or through Google or Apple sign-in where available.

You are responsible for:

providing accurate and complete account, delivery, billing, and contact information;
keeping your login method, device, email, phone number, and account secure;
all activity under your account, unless caused by our fault;
promptly telling us if you suspect unauthorized access or misuse of your account.

We may suspend, restrict, or close an account where we reasonably believe that:

information provided is false, incomplete, misleading, or outdated;
the account is being used for fraud, abuse, unauthorized resale, promotion abuse, return abuse, scraping, unauthorized automation, or unlawful activity;
the account creates risk for Apoteca, customers, couriers, payment providers, suppliers, or the Platform;
these Terms or any applicable policy have been breached.

You may request deletion of your account from your account settings where this feature is available, or by contacting us. Account deletion is subject to a 30-day recovery period. During that period, you may be able to restore the account.

After the recovery period, we delete or anonymize account data that we no longer need. We may still retain records that we are required or permitted to keep for tax, accounting, fiscalization, fraud prevention, security, consumer-rights, dispute-resolution, product-safety, recall, or legal-compliance purposes. More details are provided in our Privacy Policy.

Unredeemed loyalty points may be forfeited when your account is permanently deleted, as explained in the Loyalty Program Terms.

5. Product information, labels, and availability

We try to describe and display products accurately. However, product descriptions, images, packaging, ingredients, labels, warnings, sizes, colors, formulations, batch numbers, availability, and presentation may change.

Product images are illustrative. The product label, packaging, leaflet, expiry date, warnings, ingredients list, and instructions delivered with the product are the authoritative source of product information. You must read them before using the product.

You are responsible for checking that a product is suitable for your needs before use, especially if you:

are pregnant or breastfeeding;
are buying for a child;
have allergies or sensitivities;
have a chronic condition;
take medication;
use other supplements, cosmetics, medical devices, or sports nutrition products;
are unsure whether a product is suitable for you.

If you are unsure, you should consult a doctor, pharmacist, or other qualified professional before using the product.

All products are subject to availability. We may limit quantities, refuse bulk orders, restrict orders that appear intended for unauthorized resale, or cancel orders where stock is unavailable, incorrectly listed, wrongly priced, or otherwise affected by a genuine error.

6. Health information and no medical advice

Information on the Platform, including product pages, ingredient explanations, search results, recommendations, articles, marketing content, customer support information, and AI assistant responses, is provided for general product and wellness information only.

Nothing on the Platform is medical advice, diagnosis, treatment, prescription, pharmaceutical advice, or emergency advice. The Platform is not a substitute for advice from a doctor, pharmacist, dietitian, or other qualified professional.

Food supplements are not medicines. They are not intended to diagnose, treat, cure, or prevent disease. Individual results may vary.

We do not guarantee that any product will produce a specific result, improve a specific condition, be suitable for your personal circumstances, or be free from risk of allergy, intolerance, interaction, or adverse reaction.

Health or nutrition claims displayed on the Platform are limited to claims that we consider permitted, authorized, or otherwise appropriate under applicable health-claim standards, including the EU health-claims framework used by Apoteca as an internal product-claims standard. We do not make disease-treatment claims.

You must not rely on Platform content to make medical decisions. For symptoms, illness, suspected illness, adverse reactions, medication interactions, pregnancy, breastfeeding, children, chronic conditions, or any urgent concern, you should consult a doctor, pharmacist, emergency service, or other qualified professional.

Please also read our Health & Medical Disclaimer.

7. AI assistant

The Platform may include an AI shopping assistant that helps customers search for products, understand general product categories, compare features, and receive general wellness-product information.

The AI assistant is not a doctor, pharmacist, medical device, emergency service, diagnostic tool, treatment tool, or substitute for professional advice.

You must not use the AI assistant for:

emergency medical situations;
diagnosis;
treatment decisions;
medication decisions;
dosage decisions;
disease management;
interpreting symptoms;
replacing a consultation with a doctor or pharmacist;
determining whether a product is safe for a child, pregnant person, breastfeeding person, or person with a medical condition.

The AI assistant may produce incomplete, incorrect, outdated, or unsuitable information. You must verify important information by reading the product label and consulting a qualified professional where appropriate.

You should not submit sensitive medical information, health records, diagnoses, medication lists, test results, or other special-category personal data into the AI assistant. If you choose to submit such information, you do so at your own risk, subject to our Privacy Policy.

AI conversations may be stored for service improvement, safety, audit, compliance, and quality purposes and are normally deleted after 90 days, unless longer retention is required for security, abuse prevention, dispute handling, legal compliance, or protection of our rights. Flagged conversations may be reviewed by authorized human reviewers.

Your use of the AI assistant is also subject to our Acceptable Use & AI Notice and Privacy Policy.

8. Prices, currency, and taxes

Prices are displayed in Albanian lek (ALL). Where prices are also displayed in euro (EUR), the EUR amount is shown for convenience only and may be calculated using an exchange rate sourced from the Bank of Albania or another rate displayed at checkout. The ALL price is the price of record unless we expressly state otherwise.

Prices include applicable taxes unless stated otherwise. Delivery charges, courier fees, cash-on-delivery fees, or other additional charges are shown separately before checkout where applicable.

We may change prices at any time. Price changes do not affect orders already accepted by us, except where there is a genuine pricing error.

If a product is incorrectly priced, incorrectly described, incorrectly discounted, or affected by a technical error, we may cancel the order, refuse the order, or contact you to confirm whether you wish to proceed at the correct price. If you have already paid and the order is cancelled, we will refund the amount paid using an appropriate method.

9. Orders and contract formation

When you place an order, you are making an offer to buy the selected products under these Terms.

The ordering process is generally as follows:

You select products and add them to your cart.
You provide account, delivery, billing, and contact information.
You choose a payment method.
You review the order summary, including product prices and delivery charges.
You place the order.
We send an order acknowledgement.

An order acknowledgement confirms that we have received your order. It does not mean that we have accepted the order.

A binding contract of sale is formed only when we confirm dispatch, hand the order to the courier, or otherwise expressly accept the order.

For cash-on-delivery orders, we may confirm acceptance by email, SMS, WhatsApp, account notification, phone confirmation, or by handing the order to the courier for delivery.

We may refuse, cancel, or limit an order before acceptance where we reasonably believe that:

the product is unavailable;
the price, description, discount, or availability was incorrect;
delivery information is incomplete, false, or unverifiable;
payment authorization fails or is reversed;
the order appears fraudulent, abusive, suspicious, or intended for unauthorized resale;
the customer has repeatedly refused delivery or abused cash-on-delivery;
the order breaches these Terms or any Platform policy;
we are legally or operationally unable to fulfill the order.

If we cancel an order after payment has been taken, we will refund the amount paid, unless we are legally entitled to withhold or set off an amount due to fraud, abuse, chargeback, unpaid balance, or other lawful reason.

10. Payment

We may accept the following payment methods, depending on availability:

card payments processed securely by our payment provider POK;
cash on delivery, where offered;
gift cards;
store credit;
loyalty points;
combinations of the above where allowed by the Platform.

We do not receive or store your full card details. Card payments are handled by our payment provider.

You must use only payment methods that you are authorized to use. We may refuse, cancel, or hold an order if we suspect unauthorized payment, fraud, chargeback abuse, payment risk, or misuse of store credit, gift cards, or loyalty points.

Cash on delivery may not be available for all products, locations, order values, customers, or delivery methods. We may require prepayment for certain orders, including high-value orders, repeat failed deliveries, suspicious orders, or orders outside supported delivery areas.

A legal fiscal invoice is issued for each sale in accordance with Albanian law.

11. Delivery

Delivery terms, areas, timeframes, courier arrangements, charges, failed-delivery rules, and related details are set out in our Shipping & Delivery Policy, which forms part of these Terms.

Delivery dates and timeframes are estimates unless expressly stated otherwise. Delays may occur due to courier issues, stock issues, payment verification, incorrect delivery information, weather, holidays, high demand, or events outside our control.

You are responsible for providing accurate delivery details and ensuring that you or an authorized person can receive the order.

Risk in the goods passes to you when the goods are delivered to you or to a person you authorize to receive them.

Ownership of the goods passes only after we have received full payment.

If delivery fails because of incorrect information, absence, refusal, inability to contact you, or other reason not caused by us, we may cancel the order, charge reasonable delivery or return costs where allowed, restrict future cash-on-delivery orders, or require prepayment for future orders.

12. Cancellations, returns, and refunds

You may have a statutory 14-day right of withdrawal for eligible distance purchases, subject to applicable law and product-specific exclusions.

The withdrawal period starts from the day you, or a person authorized by you, receives the goods. To exercise this right, you must notify us within the 14-day period by following the return process set out in our Returns, Refunds & Cancellation Policy.

After notifying us, you must return the goods without undue delay and no later than 14 calendar days from the date you notified us, unless we agree otherwise.

Because many products sold by Apoteca are cosmetics, skincare products, personal-care products, supplements, sports nutrition products, hygiene-sensitive goods, sealed products, medical devices, or products with health-protection concerns, the right of withdrawal may not apply once a product has been opened, unsealed, used, tested, damaged after delivery, or otherwise made unsuitable for resale.

Products may be excluded from return where they are:

opened, unsealed, used, tested, damaged, incomplete, altered, or made unsuitable for resale after delivery;
sealed for health-protection or hygiene reasons and unsealed after delivery;
cosmetics, skincare, personal-care, hygiene, supplement, sports nutrition, or similar wellness products that cannot safely or legally be resold after opening;
products with broken protective seals, missing labels, missing packaging, missing batch information, or missing expiry information;
products close to expiry where this was clearly disclosed before purchase;
personalized, custom, special-order, or non-standard products;
bundled with free gifts, samples, discounted items, or promotional benefits unless all required items are returned unused, unopened, and complete;
otherwise excluded under applicable law.

Personal preference after opening or use, including dislike of smell, taste, texture, color, consistency, packaging, or subjective effect, does not qualify for return unless the product is defective, damaged, incorrect, expired, unsafe, or not as described.

Defective, damaged, incorrect, expired, unsafe, or non-conforming products are handled separately and do not limit your mandatory consumer rights.

For ordinary change-of-mind returns, you are responsible for the direct cost of returning the goods to us, unless Apoteca expressly agrees otherwise.

Apoteca covers reasonable return-shipping costs only where the product delivered to you was defective, damaged, incorrect, expired, unsafe, or not in conformity with your order.

Refunds may be made to the original payment method, store credit, gift card, reversal of loyalty points, or another method permitted by law and our Returns, Refunds & Cancellation Policy.

We may withhold the refund until we have received the returned goods or until you provide proof that you sent them back, whichever occurs first.

Refunds are calculated based on the amount actually paid for the returned product, taking into account discounts, gift cards, store credit, loyalty points, free gifts, bundles, and promotional benefits.

Where you paid using loyalty points, store credit, gift card balance, discount code, or promotional value, the refund may be made by reversing or reinstating the same benefit, unless required otherwise by law.

If a returned product has lost value because of handling beyond what is necessary to inspect it, or if required items are missing, we may reduce or refuse the refund to the extent permitted by law.

Any loyalty points, store credit, discount, campaign benefit, free gift, sample, or promotional reward earned from a returned order may be cancelled, deducted, reversed, or charged back where permitted by law.

Return-shipping costs, conditions, procedures, approval rules, refund timing, exclusions, and evidence requirements are set out in our Returns, Refunds & Cancellation Policy, which forms part of these Terms.

You must follow our return process. Sending products back without contacting us or without following the required process may delay or prevent processing of the return.

13. Promotions, discount codes, free gifts, and campaigns

Promotions, discount codes, free gifts, samples, bundles, limited-time offers, influencer codes, launch offers, and campaign benefits are subject to the conditions stated with the offer.

Unless stated otherwise, promotions:

cannot be exchanged for cash;
cannot be applied retroactively;
cannot be transferred;
cannot be combined with other offers;
may be limited by customer, account, device, household, order value, product, location, date, or stock;
may be changed or withdrawn where permitted by law.

We may cancel, refuse, reverse, or adjust a promotion, discount, free gift, loyalty benefit, store credit, or campaign benefit where we reasonably believe there has been misuse, fraud, technical error, duplicate-account abuse, unauthorized resale, return abuse, or breach of offer conditions.

If you return an item purchased with a promotion, free gift, bundle, discount, loyalty reward, or campaign benefit, the refund may be adjusted to reflect the actual amount paid and the value of any retained benefit.

14. Loyalty points, store credit, and gift cards

Loyalty points, store credit, gift cards, rewards, and similar balances are promotional or customer-service features offered by Apoteca. They are not bank deposits, electronic money, payment accounts, investment products, or financial services.

They cannot be exchanged for cash, withdrawn, resold, transferred, assigned, or used outside Apoteca unless expressly allowed by us or required by law.

We may correct, reverse, suspend, or cancel loyalty points, store credit, gift-card balances, or rewards where there has been:

error;
fraud;
suspected fraud;
refund;
cancelled order;
chargeback;
duplicate account;
abuse of promotions;
breach of these Terms;
misuse of the Platform;
legal or technical issue.

Loyalty points may be forfeited if your account is permanently deleted, closed for breach, inactive beyond the period stated in the Loyalty Program Terms, or otherwise handled according to the Loyalty Program Terms.

Gift cards are governed by the Gift Card Terms. Store credit and loyalty points are governed by the Loyalty Program Terms and any additional rules displayed on the Platform.

15. Acceptable use

You must use the Platform lawfully, responsibly, and only for personal shopping and related purposes unless we agree otherwise in writing.

You must not:

place fraudulent, false, misleading, abusive, or unauthorized orders;
misuse cash on delivery;
abuse refunds, returns, promotions, loyalty points, store credit, gift cards, samples, or free gifts;
create multiple accounts to bypass limits;
use another person’s account, identity, phone number, address, payment method, or personal data without authorization;
interfere with the Platform, security systems, payment systems, courier systems, or other users;
attempt unauthorized access to accounts, systems, data, APIs, servers, or infrastructure;
upload or send harmful code, malware, spam, abusive content, unlawful content, or content that infringes third-party rights;
scrape, crawl, copy, monitor, extract, harvest, train on, or reproduce Platform content, prices, product descriptions, images, reviews, availability data, or catalogue data using automated tools;
reverse engineer, bypass, overload, disrupt, or test the Platform without permission;
use the AI assistant for emergency, diagnostic, treatment, prescription, or other medical decision-making purposes;
use the Platform for unlawful resale, counterfeit activity, misleading claims, or unauthorized commercial exploitation.

We may restrict, suspend, or terminate access to the Platform if we reasonably believe these rules have been breached.

Your use of the Platform is also subject to our Acceptable Use & AI Notice.

16. Reviews, questions, and user content

Where the Platform allows reviews, questions, comments, feedback, images, or other user-submitted content, you are responsible for what you submit.

You must not submit content that is unlawful, misleading, false, defamatory, offensive, abusive, promotional, spam, infringing, unsafe, or irrelevant.

You must not submit medical-treatment claims, disease claims, diagnosis claims, or content suggesting that a product treats, cures, prevents, or heals a disease unless such claim is expressly permitted by applicable law and approved by us.

You must not submit another person’s personal data without permission.

We may moderate, reject, edit, hide, or remove user content where we reasonably believe it breaches these Terms, applicable law, product-claims rules, platform rules, or our internal safety standards.

By submitting content, you grant Apoteca a non-exclusive, worldwide, royalty-free right to use, display, reproduce, publish, translate, and adapt that content for Platform, marketing, customer-service, moderation, and business purposes, subject to our Privacy Policy and applicable law.

17. Intellectual property

The Platform, including the Apoteca.al brand, wordmark, logo, design, text, product descriptions, images, graphics, layout, software, databases, catalogue structure, content, and other materials, belongs to Apoteca or its licensors and is protected by applicable intellectual-property and unfair-competition laws.

You may view and use the Platform for personal, non-commercial shopping purposes.

You may not copy, reproduce, distribute, sell, scrape, republish, modify, create derivative works from, commercially exploit, or use our brand, product catalogue, images, descriptions, design, or content without our written permission.

You may not use bots, crawlers, scrapers, automated tools, data-mining systems, AI-training systems, or similar methods to extract, copy, train on, monitor, or reproduce our catalogue, prices, descriptions, images, availability data, reviews, or Platform content without our written permission.

Nothing in these Terms transfers any intellectual-property rights to you.

18. Product safety, recalls, and customer responsibility

You must use products only as instructed on the product label, packaging, leaflet, or accompanying information.

You must not use a product if:

the packaging appears damaged, opened, tampered with, or unsafe;
the product has expired;
the product looks, smells, or appears abnormal;
you suspect contamination or damage;
the label warns against use in your circumstances.

If you experience an adverse reaction, stop using the product and seek appropriate professional advice.

If we become aware of a product recall, safety notice, serious quality issue, or supplier warning affecting products sold by us, we may contact affected customers using the contact details provided with the order. You agree that we may contact you for product-safety, recall, legal, or transactional reasons even if you have opted out of marketing.

You are responsible for keeping your contact details accurate so that we can contact you about orders, safety notices, recalls, refunds, or legal matters.

19. Privacy, cookies, and communications

We process personal data as described in our Privacy Policy.

We use cookies and similar technologies as described in our Cookie Policy.

Transactional communications, including order confirmations, delivery updates, account messages, security notices, payment notices, product-safety notices, recall notices, and legal notices, may be sent to you by email, SMS, phone, WhatsApp, push notification, account notification, or other available channels.

Marketing communications are sent only where permitted by law and based on your preferences or consent where required. You may opt out of marketing communications, but you will still receive necessary transactional, security, legal, safety, or service messages.

20. Third-party services

The Platform may rely on third-party providers, including payment processors, authentication providers, hosting providers, analytics providers, email/SMS providers, AI providers, courier partners, fiscalization providers, anti-abuse tools, app-store services, and other service providers.

We are not responsible for third-party services, websites, apps, systems, outages, terms, privacy practices, or actions except where required by law.

Your use of third-party services may be subject to their own terms and privacy policies.

21. Platform availability and changes

We try to keep the Platform available and functioning properly, but we do not guarantee uninterrupted, error-free, secure, or permanent availability.

We may modify, suspend, restrict, update, remove, or discontinue any part of the Platform, including features, payment methods, loyalty features, AI assistant functions, product categories, promotions, delivery options, or mobile-app functions.

We may perform maintenance, updates, security work, or emergency changes without prior notice.

We are not liable for loss caused by temporary unavailability, technical errors, third-party outages, or Platform changes, except where liability cannot be excluded under applicable law.

22. Events outside our control

We are not responsible for delay or failure caused by events outside our reasonable control, including courier disruption, supplier delays, stock shortages, payment-provider failures, fiscalization-system failures, internet or hosting outages, cyber incidents, strikes, extreme weather, natural disasters, government action, legal restrictions, customs or border issues, epidemics, war, civil unrest, or other events we could not reasonably prevent.

This does not affect your mandatory consumer rights.

23. Our liability

We provide the Platform and our services with reasonable care and skill.

To the maximum extent permitted by Albanian law, we are not liable for:

indirect, incidental, special, punitive, or consequential losses;
loss of profit, revenue, business, goodwill, opportunity, data, or savings;
losses caused by your misuse of products;
losses caused by failure to read or follow product labels, warnings, expiry dates, or instructions;
allergic reactions, sensitivities, intolerance, interactions, or suitability issues not caused by our fault;
reliance on general wellness information, product information, AI assistant responses, or marketing content as medical advice;
use of products for purposes not intended by the manufacturer;
third-party service failures, courier delays, payment-provider issues, or technical outages not caused by our fault;
unauthorized access caused by your failure to secure your account, email, phone, device, or login method.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under Albanian law, including mandatory consumer rights and liability for death or personal injury caused by our negligence where applicable.

Nothing in these Terms limits your rights for defective, unsafe, incorrect, or non-conforming products where those rights cannot be limited by law.

24. Consumer rights

These Terms do not limit or exclude your mandatory rights under Albanian consumer-protection law, including Law No. 9902/2008 “On Consumer Protection” and related legislation.

If any part of these Terms conflicts with a mandatory consumer right, the mandatory consumer right prevails.

If any provision of these Terms is found invalid, unlawful, or unenforceable, the remaining provisions continue to apply.

25. Complaints and dispute resolution

If you have a complaint, please contact us first so we can try to resolve it quickly and fairly.

You can contact us at:

Email: [email protected]
Phone: +355 69 470 2775

Please include your name, order number where relevant, contact details, a clear description of the issue, and any supporting evidence such as photos, delivery information, or payment confirmation.

If we cannot resolve your complaint directly, you may have the right to contact the competent Albanian consumer-protection authority or any other authority designated by applicable law.

26. Governing law and courts

These Terms are governed by the laws of the Republic of Albania.

Any dispute that cannot be resolved amicably will be submitted to the competent Albanian courts, without limiting any mandatory consumer right to bring a claim before another competent court under applicable law.

27. Contact

Apoteca.al
NIPT / NUIS: M61829018H
Registered address: Njësia Bashkiake Nr. 10, Rruga e Bogdanëve, Vila 22, Nr. 2, Tiranë, Albania
Email: [email protected]
Sales: [email protected]
Privacy: [email protected]
Phone: +355 69 470 2775