Sales and delivery conditions
1. Payment and shipping costs

1.1. Declaration of prescription medicines directly to your insurance company
Prescription drugs can be claimed directly from your insurance company. When supplying prescription drugs, the correct insurance details are required for the declaration. For (additional) payments for prescription medicines that are not or only partially reimbursed, we offer the opportunity to pay by means of iDeal, bank transfer in advance or SEPA direct debit mandate.

1.2. Shipping costs of prescription items
For prescription drugs, no shipping costs are charged when the package is sent within the Netherlands.

1.3. Shipping costs of items without a prescription
The shipping costs are €3.95 within the Netherlands. No shipping costs will be charged for an order value above €29.00. Shipping is done via PostNL, DHL, UPS or courier service.

A standard shipment is a package of up to 10 kg. If your order weighs more than 10 kg, we have to charge additional shipping costs. The height of this depends on the total weight.

1.4. SEPA direct debit
The amount due will be collected from your bank or giro account a few days after you have received the order. Payment by direct debit authorization is only possible if you have been designated as a regular customer with chronic medication.

1.5. Payment term on account
Payment must be made without discount within fourteen days of the invoice date. The date of payment is the date on which the amount is credited to our bank account. If the payment term is exceeded, the debtor is in default from the day on which payment should have been made. A default interest of 1% per month or part of a month is due on the outstanding amount from that day, plus €7.50 administration costs. When eFarma hands over the claim, all additional costs are for the account of the debtor. All this without prejudice to eFarma’s claim to reimbursement of any legal costs incurred for collection.

2. Delivery times

2.1. Delivery time
Orders received on working days before 15:00 will be processed the same day. If in stock, the order will be shipped the same day. The indicated delivery times are indicative. Orders received outside working days will be processed the next working day.

2.2. Maximum delivery time
Usually you will receive the ordered items within two working days. If you have to wait longer than 30 days for the ordered item, you have the option to cancel the agreement free of charge.

3. Returning Items

3.1. “Not good, money back” arrangement and cooling-off period
If the item is unusable due to damage during shipping, or if it does not correspond to the ordered item, you have the option to return this item in consultation with our customer service within 14 days of receipt. Returned goods will only be accepted in the original packaging and in unopened condition. You have the right to cancel your order up to 14 days after receipt without giving any reason. After cancellation you have another 14 days to return your product. You will then be credited the full amount including shipping costs. Only the costs for return from your home to the pharmacy are for your own account. These costs are approximately 7.25 per package, consult the website of your carrier for the exact rates. If you make use of your right of withdrawal, the product must be returned to us with all accessories supplied and – if reasonably possible – in its original condition and packaging. To exercise this right, it is necessary to contact customer service to obtain a return number via klantenservice@efarma.nl. We will then refund the order amount due within 14 days after registration of your return, provided the product has already been returned in good order. Returns without a valid return number or unstamped returns will not be accepted.

3.2. Prescription medicines cannot be returned.
In accordance with the EC directive of 20 May 1997, prescription medicines that have been supplied on and according to a doctor’s prescription cannot be returned.

4. Complaint Handling


4.1. Complaints procedure

Prime Pharmacy is affiliated with the Public Pharmacy Disputes Committee. This is independent and falls under the Foundation for Complaints & Disputes Primary Care (SKGE).


Correspondence address complaints committee:

Disputes Committee Public Pharmacies

PO Box 8018

5601 KA Eindhoven


Can’t find a solution with our pharmacist? Then you can submit your complaint to a complaints officer. He does not take sides and has no judgment. He or she is independent. Everything you tell this person is confidential. The complaints officer can mediate. And we look for a solution together with you.


Email: info@prime-pharmacy.eu

Phone: +31(0)77 23 000 16

Please note: if you are not immediately contacted, please leave your name and telephone number.


4.2. ODR platform

From 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere, you are free to file your complaint via the European Union platform.”


5. Other conditions


5.1. General

The administrative data of the pharmacy serve as full proof, unless the client proves the contrary.


5.2. Disputes

All disputes of whatever nature, which concern or are related to an agreement subject to these terms and conditions, will be brought before the competent Dutch court. Dutch law is applicable.


Version 6 July 2022