Refund policy

Our Satisfaction Guarantee

We stand behind every parcel we ship. You have 30 days to change your mind, a statutory 14-day EU withdrawal right, a fresh-stock guarantee on every order, and real human support Monday to Friday, 08:00–16:00 CET.

If anything is wrong with your order — damaged, defective, wrong item, or arrived short-dated — we fix it at our cost.

Your Return Options

30-Day Return (Change of Mind)

You have 30 days from the date of delivery (not the purchase date) to return unopened items for any reason. If the last day of the return window falls on a weekend or public holiday, the deadline extends to the next business day. Refund goes to your original payment method within 14 days of us receiving the parcel.

14-Day EU Withdrawal

Under EU consumer law you can withdraw from any order within 14 days of delivery for any reason. The same return conditions apply, and if the final day falls on a weekend or public holiday the deadline extends to the next business day. You cover the return shipping unless Medpak was at fault or a prepaid label is available for your country.

Defective, Damaged or Wrong Item

Always on us. Email info@medpak.shop within 48 hours of delivery with your order number and photos of the issue (packaging + product). We'll refund, replace or repair — whichever you prefer. In most cases you don't even need to ship the product back.

Outside Our 18 Return Countries

If you're shipping from a country where we don't operate a local return address, international return shipping often costs more than the product itself. In those cases we typically offer a refund without requiring the product to be returned, on a case-by-case basis. Email us with your order number and we'll work out a fair solution.

How to Return in 3 Steps

1. Email us at info@medpak.shop with your order number and reason for return. We'll confirm the return and send instructions — including a prepaid label where available. Always wait for our authorisation before shipping — unauthorised returns may be delayed or unrefundable.
2. Pack securely — use the original packaging where possible, keep all hygiene seals and foils intact, and include a note with the order number inside the parcel.
3. Ship it back using the prepaid label (where available) or your preferred carrier. Keep the tracking number until the refund is confirmed.

Always include our return package code 91637409 on the parcel.

Return Conditions

To qualify for a refund, returned items must be:

• In their original, unopened packaging
• With hygiene seals and foils intact (applies to supplements and cosmetics)
• Sent within the applicable window: 30 days for change of mind, 14 days for EU withdrawal, 48 hours for defective on arrival. If the final day falls on a weekend or public holiday, it extends to the next business day
• Accompanied by the order number inside the parcel

Once a hygiene seal is broken, the item cannot be returned unless it is defective. Items showing use beyond basic inspection may be subject to a diminished-value deduction, as allowed under EU law.

Return Shipping Costs

We pay when:

• The product is defective, damaged, wrong, or arrived short-dated
• A prepaid return label is available for your country

You pay when:

• You're returning for a change of mind (30-day or EU 14-day withdrawal) and no prepaid label is available for your country
• You choose to use a carrier other than the one we provide

The original outbound shipping cost is refunded only if you return the entire order. Partial returns refund the product value only. This is standard under EU consumer law, which entitles you to the cost of the cheapest available delivery option.

Refund Timing and Method

• Processing time: refunds are processed within 14 calendar days of us receiving your return, or receiving proof of shipment — whichever comes first.
• Refund method: the refund goes back to your original payment method — card, PayPal, Klarna, iDEAL, Bancontact, and so on. For cash-on-delivery orders we refund via bank transfer or PayPal (we'll ask for your details).
• Bank processing: depending on your bank, the money may take an additional 1–10 business days to appear on your account after we issue the refund.

Order Cancellation

Before Shipment

Contact us as soon as possible after placing the order. If the parcel hasn't been shipped yet, we'll cancel it and refund in full — no questions asked. Email info@medpak.shop with your order number.

After Shipment

Once shipped, the standard return process applies — refuse delivery or follow the steps above after you receive the parcel.