LIVIL - PHARMA, Lda., a commercial company headquartered at Rua de Álvares Cabral, Parcela D, nº 91, 4050-041, Porto, with the unique registration number at the Commercial Registry Office and identification of corporate person nº 516 142 054, is dedicated to offering the best experience to its Customers. This principle extends to the after-sales assistance policy, where there is an effort to meet any and all needs of the Client. When purchasing an item in our Online Store (at, the consumer is automatically covered by the Satisfaction Guarantee, where in the first 14 days you can return or exchange an item, if it has not met your expectations.

Before purchasing a good, keep in mind that when it comes to Contract Resolution (Returns) there are elements in Portuguese Law that differentiate a distance purchase (online and receivable at the address via the carrier) from a purchase made/collected directly in a commercial physical store.

Contract resolution (returns) - distance purchases at

For distance purchases (online and receivable at the address via carrier), Portuguese law establishes a 14-day period for the consumer (commonly known as a reflection period) after taking physical possession of the goods, during which he can return the item (s). article (s) without the need to state a reason.

In cases of free Contract Resolution, the return shipping costs are at the consumer's expense, as stipulated in paragraph 2 of article 13 of Decree-Law no. 24/2014, of 14 February.

Conditions for accepting exchanges/returns

Although returns / exchanges are accepted in the first 14 days for distance purchases (as described above), returned goods will only be accepted if they strictly respect the following conditions:

- The returned item must be intact and without any mark / damage from use;
- You must return the item together with its packaging, manuals and accessories in immaculate state;
- Together with the returned item, you will have to attach the invoice containing the same item;
- If you purchased an item whose purchase led to the attribution of other item (s) of offer (s), you must also return that (s) offer (s).

In case of violation of any of these points, we will not be able to accept the return (and the consequent refund) or exchange.

Items not accepted for return / exchange

There are articles that, due to their nature (for reasons of hygiene, safety, manufacturer's recommendations, or other reasons), cannot be accepted for returns / exchanges.

Exchanges or returns of unsealed products are not accepted, this may include hydroalcoholic gels and some personal hygiene or cosmetic products.

Refunds of returns

Refunds will be done via bank transfer to the indicated IBAN  at the time of the return request. LIVIL will reimburse the amount paid for the item as soon as the technical verification of the product's condition and verification of compliance with the conditions described above is made.

Return/exchange process

To start the return/exchange process, contact LIVIL Customer Support via email, communicating the intention of exchange or return, indicating the order number or invoice number, products to return and reason. After this contact, you will be given the instructions to proceed with the exchange or return. In no case send items without prior contact as they will not be considered for exchange/return.


The holder can exercise his rights through the following contacts or ask any questions or concerns about this document:
• E-mail:
• Mail to the address: Rua de Álvares Cabral, Parcela D, nº 91, 4050-041, Porto