Exchanges or Returns on Merchandise

For safety and to ensure the quality of the products, as well as to comply with health laws and regulations, the maximum time to request an exchange or return is 24 hours after making your purchase. It is very important that you check your products and the receipt before leaving our branch.

You can return your products at any Farmacias Roma branch, except for event tickets and service payments.

Before requesting your refund, it is important that you know the following:

• To start the process, the customer must go to any Farmacias Roma branch and present the original purchase receipt in good condition, with the date, branch, item description, and amount clearly visible, along with the product to be returned or exchanged.
• Returns cannot be processed without the receipt, or if it is completely or partially damaged.
• If the return or exchange is for a medication, the product must have the Farmacias Roma labels properly placed and without visible damage to the packaging.

• Controlled, semi-controlled, specialized, refrigerated, and high-specialty medications.
• Injectable medications (vials, ampoules, pre-filled syringes).
• Sexual wellness products, condoms, lubricating gels, vibrators, etc.
• Unsealed eye and ear drops.
• Prescription and OTC (over-the-counter) aerosol and/or spray medications without a dose counter.
• Healing materials or products with a broken seal.
• Medications or products without their original packaging, or with damaged, stained, or crushed packaging.
• Electrical items such as nebulizers, glucose meters, oximeters, and blood pressure monitors (must be handled directly with the distributor or manufacturer).
• Lancets and test strips.
• Phone top-ups or cards.
• Products earned through a loyalty program.
• Service payments.
• Refrigerated and/or perishable products, except for physical exchange due to poor product quality.

• Hygiene and beauty items.

We can only process ticket returns in the following two cases:

Postponed or rescheduled event: When an event is postponed or suspended, event organizers will notify through their official communication channels. From that point, you can request a return for tickets purchased at Farmacias Roma, directly at the branch where you bought them, presenting the ticket in good condition. For postponed events, you can also keep your ticket for the new date.

Cancelled event: If an event is permanently canceled, you can request a return at the branch where you purchased the ticket, along with the purchase receipt and the physical ticket. It is essential to present the ticket in good condition to request the return.

Depending on the payment method used at the time of purchase, one of the following types of refunds will be processed:

• Cash or credit card: The refund will be processed through cash or a return voucher.
• Electronic vouchers: A return voucher will be issued for the product amount.
• Credit purchases: The purchase amount will be credited to the account, and a return note will be issued.
• INFONACOT: No cash refunds will be issued in this case. Refunds will only be processed through a return voucher, or you may request an exchange for another product.
• Employee supply credit (Employee Credit): The product amount will be credited to the account, and a return voucher will be issued in person.

• Roma Card purchases: The refund of Roma Pesos will be credited back to the card within a maximum of 72 hours after initiating the process.

Product returns may also be subject to additional conditions, such as the following:

• Home Delivery Service: No exchanges or returns can be made with the delivery agent once the products have been delivered to the customer, except for items that were delivered by mistake and do not match the order, or were damaged during delivery.

• Double charge on Credit or Debit Card payments: To request a refund for a double charge on your card, you must provide the account number, bank details, a copy of your official ID, a copy of the bank statement, and a letter for the unrecognized amount.

• Service payments and phone top-ups: No refunds are available for service payments, except in cases beyond the customer’s control. In such cases, please go directly to the branch where the payment was made.

• If a product that generated Roma Pesos in its purchase is returned, the Roma Pesos will be deducted from the Roma Card account.
• A negative balance cannot exist on a Roma Card, so if there are insufficient Roma Pesos at the time of the return request, the amount will be deducted from the product’s price.

• In the return of a product purchased partially or entirely with Roma Pesos, the Roma Pesos will be refunded through a return voucher.

For any return involving a product from loyalty programs (free products, buy 3 get 2, discounts), such as Circulo de la Salud Oro, Roma Card, and others, the return of bonus products is not applicable.