TERMS AND CONDITIONS OF PURCHASE
1. Terms and Conditions
LivePharmacy, through this document, establishes the Terms and Conditions to which customers or users must adhere when using any of the various services (hereinafter referred to as "the services") that LivePharmacy offers through:
Physical branches of LivePharmacy
Our website LivePharmacy.mx
Home delivery service
By using any of LivePharmacy's services, the user or customer (hereinafter referred to as "the Customer") declares that they have read and accept the Terms and Conditions expressed herein. If the Customer does not fully accept the Terms and Conditions, they must refrain from using the services.
These Terms and Conditions may be modified at any time by LivePharmacy, so the Customer should periodically check the website LivePharmacy.mx to be aware of the current provisions at the time of using any of the services.
The Customer accepts and acknowledges that LivePharmacy does not assume any obligation or responsibility that is not specifically described in these Terms and Conditions.
2. Use of the LivePharmacy.mx Website
The content and services offered by LivePharmacy through our website LivePharmacy.mx or through any electronic platform, application, or tool of LivePharmacy (hereinafter referred to as "electronic tools") are reserved and directed solely to individuals over 18 years of age. LivePharmacy does not encourage or allow their use by minors, so it is the responsibility of parents or guardians to supervise the conduct of minors who access any of LivePharmacy's electronic tools.
By accessing LivePharmacy through our electronic tools, the Customer accepts the Terms and Conditions expressed herein; therefore, if they do not agree with any of them, they should refrain from using or conducting transactions through them.
To use certain functionalities of LivePharmacy's electronic tools, the Customer must create their own account. When creating an account, the Customer certifies that the information provided and entered is correct, valid, legitimate, and belongs to them. Providing any false or inaccurate information constitutes a breach of these Terms and Conditions.
The use of the account and password generated by the Customer is the exclusive responsibility of the Customer, who is obliged to maintain confidentiality and not disclose such information, as well as to assume responsibility for any activity conducted from their account and the use of their password. LivePharmacy will not be responsible for the use or handling of the account and/or password.
LivePharmacy may cancel the Customer's account or restrict access if any misuse of the services offered is detected. Misuse includes, but is not limited to, the following scenarios:
The use of automated mechanisms or tools or similar technology to extract, obtain, or collect, directly or indirectly, any information.
Any attempt to modify, adapt, translate, or convert the formats or computer programs of the Site or its contents.
Collecting and using product descriptions.
Copying, imitating, replicating for use on mirror servers, reproducing, distributing, publishing, downloading, displaying, or transmitting any content (including registered trademarks) in any form or by any means; this restriction includes, but is not limited to the following means: electronic, mechanical, photocopying, recording, or any other means.
Accessing data not intended for the User or logging into a server or account in which the User is not authorized.
Attempting to interfere with the service, including but not limited to sending viruses, overloading, flooding, spamming, mail bombing, or crashing.
Forging any TCP/IP packet header or any part of the header information in any email or newsgroup.
Attempting or engaging in fraudulent activities, including but not limited to identity or payment method falsification.
Violations of the system or network security may result in civil or criminal liability. Therefore, LivePharmacy may investigate at any time the facts that may involve such violations, as well as cooperate with authorities in the prosecution of users who commit such violations.
For any claim or clarification regarding the use of our electronic tools, we provide our toll-free Customer Service number +52 (998) 285-9186 and our email address
3. Information on Prices, Products, and Content
We accurately display the colors of our products; however, the actual colors may vary depending on each monitor or mobile device. Additionally, it is important to mention that the images or photographs provided by our suppliers are for illustrative and orientation purposes. The Customer is obliged to verify the purchase conditions before placing any order, in order to be aware of the terms, conditions, and restrictions that may apply to each product.
All product prices are in US dollars and include applicable taxes.
The prices shown on our electronic tools are exclusive to purchases made through those electronic tools, so our prices in branches may vary depending on the geographical area.
LivePharmacy constantly works to ensure that the information about the products and items advertised is accurate, adequate, and corresponds to them. However, it may contain errors, inaccuracies, or may not be updated; therefore, LivePharmacy may modify the content of its electronic tools at any time without prior notice. We invite you to periodically visit our electronic tools to verify the information.
For the sale of medications that require a medical prescription according to applicable legislation, the original prescription must be delivered to the delivery person upon receipt of the product.
Payments must be made in cash upon delivery of the product or by bank card, presenting an official identification of the cardholder used for the payment.
4. Manufacturer's Warranty
As a distributor of the products it markets, LivePharmacy seeks to ensure that the complementary items it sells, i.e., those not considered medications, food, or pharmaceutical items, are backed by a manufacturer's warranty, which must comply with the provisions and terms established in the Federal Consumer Protection Law.
The Customer accepts that any warranty issued by the product manufacturer must be exercised directly with the manufacturer under the terms of the warranty that covers the product in question, and that LivePharmacy will not be responsible for fulfilling obligations stated in said warranty.
5. Quantity Limits and Product Availability
The Customer accepts and acknowledges that in order to benefit a greater number of customers or as required by the Health Authority, the sale of certain items may be limited to specific pieces. This limitation will be informed through visible notices in our branches. For purchases made through our electronic tools, the limitation will be automatically applied depending on the product to be purchased.
If the Customer places an order for multiple units or multiple orders of the same product, LivePharmacy reserves the right to reduce and limit the number of products ordered.
Additionally, the Customer acknowledges and accepts that if they place a purchase order that exceeds the maximum quantities established for each product, LivePharmacy may cancel the order. If applicable, LivePharmacy will refund the amounts corresponding to the items requested in excess. Similarly, if an order is processed in error and contradicts any of the limitations established by LivePharmacy, LivePharmacy reserves the right to cancel the order, notifying the Customer of the situation through the communication channels provided for that purpose.
LivePharmacy strives to maintain the availability of all advertised products at all times; however, all promotions and products are subject to availability and are contingent upon physical availability in our branches. Therefore, it is possible that customer orders processed through our electronic tools may be canceled if the products are not available. The Customer will be notified of the situation through the communication channels provided for that purpose. The Customer is responsible for monitoring the status of their order through the means made available by LivePharmacy.
6 Order Delivery Times and Methods
LivePharmacy will make every effort to deliver your order within the estimated time frame; however, delays may occur due to circumstances beyond our control such as traffic, weather conditions, protests, among others. Therefore, LivePharmacy will not be responsible for delays or the implications they may entail. The Customer, prior to placing an order through any of the methods described in these Terms and Conditions, should consider the priority of their order, understanding that LivePharmacy does not handle urgent, emergency, or special delivery conditions.
The Customer acknowledges and agrees that the use of our services is entirely at their own risk, and that in no case will LivePharmacy be responsible for any direct, indirect, incidental, consequential, special, exemplary, punitive, or monetary damages, fines, penalties, or liabilities that may arise from delays in order delivery.
The home delivery service may or may not be available in the Customer's locality as determined by LivePharmacy, considering various factors including but not limited to the availability of our home service agents, the availability of delivery personnel, weather conditions, traffic, and any other cause established by LivePharmacy.
For items purchased through our electronic tools, we offer the following delivery methods:
6.1. Home Delivery:
- Number of items: from one onwards, regardless of cost.
- Delivery: Orders will be delivered within the LivePharmacy delivery schedule; the delivery period may vary depending on the locality, service saturation, availability of delivery personnel, weather conditions, traffic, and any other cause beyond LivePharmacy's control.
- Operation hours:
- Placing orders: Monday to Sunday from 8:00 am to 10:00 pm.
- Order delivery: Monday to Sunday from 7:00 am to 11:00 pm.
- If the Customer places their order outside of operating hours, they can schedule the delivery for the next day, choosing a delivery time between 7:00 am and 11:00 pm.
6.2. In-Branch Delivery:
- Number of items: from one onwards, regardless of cost.
- Delivery: Once the order is placed, it will be delivered within approximately 2 hours.
- Delivery at the branch selected by the customer.
- To receive the order, the customer must present the collection code and official identification. The product can be collected two hours after the order confirmation and according to availability indicated at the time of order placement.
For additional information about our delivery policies, please contact our toll-free Customer Service number +52 (998) 285-9186 or email us at
Invoice Issuance
LivePharmacy will issue a tax receipt for purchases made by the Customer if the Customer provides the necessary tax information (Taxpayer Identification Number) and requests the invoice at the time of placing the order. The Customer will have until the last business day of the month in which the purchase was made to request the invoice through our website LivePharmacy.mx. This can be done by entering the order number, the branch where the purchase was made, the purchase date, and the customer's tax information in the corresponding form. Once this information is provided, the invoice will be sent to the Customer's registered email address. In the event that the Customer does not request the invoice within the established time frame, LivePharmacy will not be responsible for issuing it subsequently.
Privacy Policy
In compliance with the Federal Law on the Protection of Personal Data Held by Private Parties, LivePharmacy ensures the privacy of the personal data provided by the Customer, and will not disclose such data to third parties, except as required by law.
LivePharmacy undertakes to use the personal data provided by the Customer solely for the purposes established in its Privacy Notice, which can be consulted on our website LivePharmacy.mx.
The Customer acknowledges and accepts that LivePharmacy may use their personal data to offer products and services, send promotions, offers, or advertisements via email, and conduct marketing and statistical studies. However, the Customer may exercise their rights of access, rectification, cancellation, or opposition by sending a request to the email address
7. Return and Refund Policy
LivePharmacy will accept returns and make refunds for products purchased through its electronic tools under the following terms:
7.1. Return Conditions:
- The product must be in its original packaging, unopened, and in perfect condition.
- The return request must be made within seven (7) calendar days from the date of delivery.
- The product must not be damaged, used, or show signs of tampering.
7.2. Return Process:
- The Customer must contact LivePharmacy's Customer Service through the toll-free number +52 (998) 285-9186 or email
- LivePharmacy will provide instructions for the return process.
- The Customer must send the product to the address provided by LivePharmacy, covering the return shipping costs.
- Once the product is received and inspected, LivePharmacy will process the refund within a period of fifteen (15) business days.
7.3. Refund Conditions:
- Refunds will be made using the same payment method used for the purchase.
- LivePharmacy will refund the total amount paid by the Customer, excluding shipping costs.
7.4. Non-Returnable Products:
- Medications, food, and pharmaceutical items.
- Products that have been opened or used.
- Products with a limited shelf life.
- Customized or personalized products.
For additional information about our return and refund policies, please contact our toll-free Customer Service number +52 (998) 285-9186 or email us at
8 Customer Service
LivePharmacy is committed to providing excellent service to its Customers. For any questions, comments, suggestions, or complaints, we provide our toll-free Customer Service number +52 (998) 285-9186 and our email address
LivePharmacy will make every effort to respond to Customer inquiries within a reasonable period of time and provide a satisfactory resolution to any issues presented.
Legal Jurisdiction
These Terms and Conditions are governed by the laws of the United Mexican States. For any legal disputes that may arise from the interpretation, fulfillment, or execution of these Terms and Conditions, the parties submit to the jurisdiction of the competent courts in the City of Cancun, Quintana Roo, expressly waiving any other jurisdiction that may correspond to them by reason of their present or future domicile or for any other reason.
9 Legal Notice / Privacy Notice
We comply with the General Health Law and the Regulation of the Law on Advertising.
All prescription medications are dispensed only upon presentation of a valid prescription.
Controlled medications, including narcotics and psychotropic substances, are dispensed exclusively with a special prescription authorized by the Ministry of Health (SSA) and under the supervision of COFEPRIS.
The website LivePharmacy.mx operates exclusively in Mexico and does not offer international shipping.
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