All your questions, a clear answer.
Opening an account, ordering, delivery, returns, invoicing, quality: the answers to the questions pharmacists ask us. Can't find yours? Our team will answer you directly.
Becoming a client
Who can open an account with PharmaFit?
Accounts are reserved for approved healthcare professionals. In France, signing up requires the pharmacy's CIP code. Outside France, it is open to authorised pharmaceutical establishments: wholesalers, distributors, pharmacies and hospitals.
How do I open an account?
Online, in about 5 minutes: your email, the pharmacy's details and CIP code, signing the SEPA direct debit mandate and accepting the terms of sale, then your Kbis.
An adviser then approves your account in 15 minutes. You receive a confirmation email with your PharmaML credentials.
Which documents do I need to provide?
A Kbis extract (PDF, JPG or PNG, 10 MB maximum) and a SEPA direct debit mandate, signed directly online: import your bank details as a PDF and the IBAN and BIC are detected automatically. Group membership and pharmacy software are optional.
All these documents remain available in the Documents tab of your account.
Is there a commitment or a subscription?
No: no commitment, no subscription fees and no minimum order.
How do I get my PharmaML codes?
You receive them by email when your account opens, and they remain available at any time in your account, under the “PML” menu: wholesaler code, ordering URL, store code, and your pharmacy's CIP code and secret key.
Enter them once in your pharmacy software, on the PharmaFit supplier record. A code is missing? Write to provence@pharmafit.fr.
What happens once the account is open?
A member of the team contacts you to set up the PharmaFit catalogue in your pharmacy software, enable reception of portal orders in your software and agree on your delivery frequency.
Can I see your prices without an account?
The catalogue and product information from VIDAL can be viewed freely. Your purchasing terms, availability and discounted prices appear once you are signed in to your professional account.
Order
Does an order placed on the portal reach my pharmacy software?
Yes, once web-order reception is enabled in your software. Our team sets it up with you when your account opens, together with the PharmaFit catalogue.
Can several people at the pharmacy place orders?
Yes. On the portal, the cart is shared by your pharmacy's users: everyone can add products, then confirm the order.
Can I cancel or change an order?
Until picking has started, you can reduce or cancel each line of an order from the Orders tab, including an order placed from your pharmacy software (PharmaML). Once picking has started, it is no longer possible.
A product is out of stock or under quota: what do you do?
We track stock in real time and give priority to products in short supply and under quota. On the portal, a product's available equivalents are suggested to you: the pharmacist decides, nothing is substituted automatically.
And if you are missing a product, we source it for you at no extra cost, including by asking the manufacturer.
For a rationed product, the quantity is limited over the period: the cart tells you before you confirm.
Do you charge for emergency supply?
No. When you are missing a product, we start an emergency supply, including from the manufacturer, at no extra cost.
Does the portal help me prepare my restocking?
Yes. The portal offers restocking suggestions over 10, 20 or 30 days, which you add to your cart in one click.
Can I order at the weekend?
Yes, the portal is open 24/7 and your pharmacy software can send us an order at any time. An order placed late on Friday or on Saturday is delivered on Monday, unless you request Saturday delivery.
Delivery
How long does delivery take?
Order until 11 pm and you are delivered the next morning. Deliveries take place Monday to Friday; depending on the rounds, an order placed in the morning may be delivered in the afternoon.
Can I be delivered on Saturday?
Yes, on request. Order on the pharmafit.fr portal and tick “Urgent Saturday delivery” in the cart before confirming. The box is offered on Friday and on Saturday before 2 pm: flagged on Friday, the order is delivered on Saturday; flagged on Saturday before 2 pm, it is delivered on Saturday afternoon.
Is there a minimum order or a delivery charge?
No. No minimum order, no commitment, no subscription and no delivery charge: you order as your needs arise.
Which areas do you deliver to?
From our Morières-lès-Avignon site, we deliver to pharmacies across southern and south-eastern France: Vaucluse, Bouches-du-Rhône, Var, Alpes-Maritimes, Gard, Hérault, Drôme, Ardèche, Isère, Rhône, Aude, Pyrénées-Orientales, Alpes-de-Haute-Provence and Monaco.
My pharmacy is not in the list of towns served: what should I do?
Contact us: we review every request, on +33 4 65 84 82 46 or at provence@pharmafit.fr.
Can you deliver when the pharmacy is closed?
Yes, by entrusting us with your keys. A key handover certificate, signed by an account manager from your account, authorises our drivers to deliver outside opening hours, notably at night or during an exceptional closure.
The keys are used only for deliveries, access is restricted to our authorised drivers and logged, and the keys are returned to you on simple written request. Your copy of the certificate is kept in the Documents tab. To enable this service, talk to your contact person.
How often am I delivered?
Your delivery frequency is agreed with our team when your account is set up.
How do I know my order has been delivered?
Every delivery appears in the Deliveries tab of your account, with its PDF delivery note and the photo taken at the door by the driver.
How are cold products transported?
Temperature-sensitive products travel in qualified insulated boxes fitted with temperature loggers. The temperature record for the journey is available on request.
What should I do with the delivery crates?
Transport crates carry a deposit: hand them back to the driver. A crate not returned within 30 days is charged €40 incl. VAT for an insulated crate and €15 incl. VAT for a plastic crate.
Returns & claims
How do I return a product?
Within 48 hours of delivery, open the Orders tab of your account, choose the batches and quantities to return, then sign the return note (PDF). Our Responsible Pharmacist approves the request and the driver collects the goods with the note.
Are returns taken back with no deduction?
Yes, when the return is declared online within 48 hours of delivery and approved by our Responsible Pharmacist. The product must be in its original packaging, with its anti-tampering device intact, and its unique identifier must be valid in the NMVS.
Without prior notice from you, a deduction may be applied.
Can I return a cold-chain product?
No. A temperature-sensitive product cannot be taken back: nothing guarantees that the cold chain was maintained after delivery.
And after 48 hours?
The return can no longer be declared online: write to us at provence@pharmafit.fr and we will review the request with you.
How do I report an error, or a damaged or missing product?
Open a claim in the Claims tab of your account, standalone or linked to an invoice: product not delivered, damaged, wrong quantity or price. It is handled within 24 business hours; you follow the answer in your account and are notified by email.
Report it on receipt: a quantity or price error must be reported within 48 hours of delivery.
Prices, discounts & invoicing
How are my discounts applied?
Directly on the invoice. Your discounted prices also appear in your pharmacy software via PharmaML: the price you order at is the price on the invoice, with no hidden conditions.
Do discounts apply to high-cost products, narcotics and cold products?
Yes, with no exclusions: your discounts also apply to high-cost products, narcotics and cold-chain products.
Do you offer promotions?
Yes. Special offers run throughout the year on selected ranges. On the portal, a badge marks each product covered by a promotion on your account and explains its condition.
Where can I find my invoices and credit notes?
In the Invoices tab of your account, to download as PDFs. Unless you ask otherwise, each invoice is also emailed to you as a PDF.
How and when do I pay?
By SEPA direct debit: you sign the mandate online when your account opens. Invoices are payable 30 days from the invoice date, with no early-payment discount. Prices are stated in euros excluding tax, with the applicable VAT rate.
I'm changing banks: how do I update my mandate?
Sign a new mandate from the “Infos” menu of your account: it replaces the current authorisation and the history is kept on your file.
How do I dispute an invoice?
A quantity or price error must be reported within 48 hours of delivery, through a claim linked to the invoice. Any other invoicing error can be disputed within one month of receiving the invoice.
Quality & regulation
Is PharmaFit an authorised wholesaler?
Yes. Pharmafit Provence holds the ANSM authorisation for the wholesale distribution of medicines for human use, for its Morières-lès-Avignon site, and applies Good Distribution Practice (GDP).
What is your quality policy?
It rests on four requirements, applied to every order: availability (stock tracked in real time, emergency supply at no extra cost), safety (cold chain, sealed crates), reliability (next-day delivery, proof of delivery) and traceability (serialisation, batches, recalls).
How do you guarantee the cold chain?
Our warehouse has qualified 15–25 °C and 2–8 °C zones. Calibrated probes record the temperature continuously; any deviation triggers an alert to our on-call teams, day and night. A backup generator and redundant refrigeration ensure continuity in case of an incident.
Are medicines checked against falsification?
Yes. In line with the Falsified Medicines Directive and the French NMVS, the unique identifier of every pack is checked on receipt and before dispatch. Any anomaly blocks the product immediately.
What happens in a batch recall?
Every stock movement is recorded with its batch, expiry date, operator and time. In an alert, we identify within minutes the pharmacies that received the batch concerned and start the withdrawal procedure, in line with ANSM requirements.
What does the Responsible Pharmacist do?
They provide permanent pharmaceutical supervision of the site, ensure compliance with Good Distribution Practice and are accountable for the establishment to the health authorities. They also approve your returns.
ColiFit
What is ColiFit?
PharmaFit's parcel exchange service between pharmacies. Passing products on to another pharmacy? You prepare the crate and stick the transport note on it; our driver collects it during their delivery to you and your colleague receives it during theirs.
Is ColiFit charged for?
No. The service is included in your Pharmafit Provence contract, with no per-parcel fee and no commitment. If an additional round were ever needed, our team would contact you before any charge.
How do I send a ColiFit?
From your account: choose the receiving pharmacy and the number of crates (1 to 5 per shipment), accept the liability statements and download the PDF transport note. Print it, attach it to the crate and hand it to the driver. Your colleague is notified by email and the shipment stays in your history, with its tracking number.
Your online account
How do I sign in to my account?
Enter your email address on pharmafit.fr: if your access is active, you receive a secure sign-in link, valid for 10 minutes.
I run several pharmacies: do I need several accounts?
No. A single account gives access to every pharmacy you are linked to; you switch between them with “Change pharmacy”. A claim stays linked to the selected pharmacy.
What is in the client account?
Your orders (portal and pharmacy software), your deliveries with their proof, your invoices and credit notes, your returns and cancellations, your claims, your ColiFit shipments, your documents (mandates, bank details, Kbis, key handover certificate) and your PharmaML codes. Your PharmaFit contacts are shown at the bottom of the dashboard.
How am I notified of an answer or a processed return?
Everything appears in the notification bell of your account. You also choose what you receive by email: PharmaFit proposals, decisions on your requests, messages from the team, answers to your claims, processed returns and cancellations.
International
Do you work with partners outside France?
Yes. We serve French pharmacies first; what we can responsibly allocate, we open to our partners in Europe and beyond. A medicine in short supply or out of stock in France is withdrawn from our international offer.
How does the international partner area work?
Once we have checked your company and your distribution authorisations, we open your private area, in French or English. There you view our availability, or the whole catalogue as an Excel file, then submit your order intentions: quantities, target prices, minimum expiry. We answer line by line.
The stock, availability and prices shown are indicative: only our written answer is binding. Contact: contact@pharmafit.fr.
PharmaFit Provence
Will I have a dedicated contact person?
Yes. No call centre and no automated menu: a team that knows your pharmacy answers you by phone, email or WhatsApp. Your contacts are also shown at the bottom of your dashboard.
What are your opening hours?
Our team can be reached Monday to Friday from 5 am to 5 pm and on Saturday from 9 am to 1 pm. Orders are taken until 11 pm for next-day delivery.
How can I reach you?
By phone on +33 4 65 84 82 46 (immediate answer during business hours), by email at provence@pharmafit.fr (answer within 24 business hours) or on WhatsApp.
Who delivers to my pharmacy?
Our own drivers, from our Avignon hub. Our vehicle fleet is 100% electric and in-house: logistics are controlled end to end, all the way to your pharmacy.
Every delivery is proven: a PDF delivery note and a photo taken at the door, in your account.
Are you hiring?
Yes. Our vacancies are published on the Careers page, and speculative applications are welcome: send your CV (PDF, DOC or DOCX, 10 MB maximum) and a few words about your background.
Your question isn't listed?
No automated menu: a member of the team answers you. Mon – Fri: 5 am – 5 pm · Saturday: 9 am – 1 pm
How do I order from PharmaFit?
In three ways: from your pharmacy software via PharmaML, just as with any wholesaler; on the pharmafit.fr portal, 24/7; or through your contact person, by phone or WhatsApp.
All your orders, from the portal and from your pharmacy software, appear in the Orders tab of your account.
The three ordering channels →