Returns & Replacements

Our Satisfaction Guarantee

99% of our customers are satisfied with our products and recommend Medpak to their family and friends. We stand behind the quality of our products with a comprehensive return and complaint policy that ensures your complete satisfaction.

🎯 30-DAY RETURNS – Shop with confidence

Returns

Right of Withdrawal (EU/EEA + UK) & 30-Day Return Window

Statutory right: If you are located in the EU/EEA or UK, you have 14 calendar days from delivery to withdraw from the contract without giving any reason. After sending a clear statement of withdrawal (online form or email), you have a further 14 calendar days to send the goods back.

Our policy: Regardless of the above, we voluntarily offer a 30-day return window from delivery. This extension does not limit your statutory rights.

30-Day Return Guarantee

If you are not satisfied with your purchase, you can request a return within 30 days from the date of delivery (not purchase date). We are confident in the products we sell, so we guarantee your money back.

Satisfaction guarantee (voluntary): limited to one opened product per order where applicable. This does not limit your statutory right to return all other unopened items in the order in line with this policy.

Product condition requirements

Due to the nature of our products (supplements and cosmetics):

Hygiene-sealed products (e.g., cosmetics, food supplements) are returnable only in their original, unopened packaging with intact hygiene seal/foil. Once the seal is broken, the item cannot be returned (unless defective).
For any other products (if applicable), you may inspect the item as you would in a physical store. Use beyond that level may lead to a deduction for diminished value from your refund.

Return Shipping Costs

For EU/EEA/UK Customers:

No free returns: unless we made an error or the product is defective, you pay the cost of returning the goods.
If, upon request, we provide a prepaid return label, the label cost will be deducted from your refund (we will inform you of the amount before authorising the label).

For Non-EU/EEA/UK Customers:

Return shipping costs are paid by the customer (unless we made an error or the item is defective).
Please contact us at info@medpak.shop for specific instructions and the most economical options.

How to make a return?

Option 1: Online Return Form (Recommended)

Fill out our online return form at return form link with your order number and your statement of withdrawal/return.
Receive confirmation and return instructions via email (including the correct return address).
If a prepaid label is provided, print and attach it; otherwise ship with your chosen carrier and keep the proof of posting.

Option 2: Email Request

Email info@medpak.shop with your invoice/order number, product name and postal address, stating you wish to withdraw/return.
We will reply (typically within 24 hours on business days) to confirm approval and provide the correct return address.
Ship the product with our return ID: 91637409 to the address indicated in your authorisation email.

Refund processing

Timing: We will process refunds no later than 14 calendar days from the day we receive the returned goods or you provide proof of having sent them back, whichever occurs first.
Method: Refunds will be issued to the original payment method. For Cash on Delivery, refunds are issued via bank transfer or PayPal based on your preference.
Original shipping costs refund:
- If you return the entire order and the products are eligible, we refund the cost of the cheapest available delivery option.
- Example: If you chose premium delivery for €20 but standard delivery for €10 was available, we refund €10.
- Partial returns: original delivery costs are not refunded.
- If, after a partial return, the value of items kept falls below the free-shipping threshold (if applied), we may deduct the standard delivery cost from the refund.
Return shipping risk: If you use your own carrier, you are responsible for the parcel until it is delivered to our return address—please keep the receipt and tracking. If we issue a prepaid label, risk transfers to us once the carrier scans the parcel.

Complaints and Defective Products

Quality Issues

For fastest handling, please contact info@medpak.shop ideally within 48 hours of delivery if your product is damaged or defective. Your statutory rights (minimum 2 years) remain unaffected.
Include photos of the defect/damage and your order number.
We will provide an immediate resolution: replacement, repair or full refund as appropriate.
No need to return defective items unless specifically requested.

Legal Guarantee (EU/EEA + UK)

We are legally responsible for the non-conformity of goods with the contract for at least 2 years from delivery (longer periods may apply under local law). Remedies usually follow this order: repair or replacement first; if impossible or disproportionate, price reduction or refund. Any manufacturer warranty is voluntary and does not limit your legal guarantee rights against us.

Order Cancellation

Before Shipment

You can cancel your order free of charge anytime before it ships:

Use the "Cancel Order" button in your account dashboard
Or email us at info@medpak.shop with your order number
Full refund will be processed immediately

After Shipment

Once shipped, please follow our standard return procedure upon delivery.

Return Addresses

Authorised returns only: Always contact us first. The correct return address will be provided in your authorisation email and may differ from the shipping origin for logistics reasons.

If we provide a prepaid label, you must use the specified carrier and address on that label. If you ship at your own expense, you may use any reputable carrier to the authorised address.

Country	Address for return
Austria	Packeta eCommerce GmbH Return package code: 91637409 Postfach 3 Litschauer Straße 7 3860 Heidenreichstein
Belgium	Expandeco – Packeta Halensebaan 117 3390 Tielt Winge
Bulgaria	ECONT/PACKETA (COLETARIA.RO) Return package code: 91637409 Office ECONT RUSE DRUZHBA RUSE 7000, bul. Vasil Levski 4
Croatia	Robni terminali Zagreb Global Ekspres / CRO Ekspres warehouse Packeta International Return package code: 91637409 Jankomir 25 M, hall 8/3 10090 Zagreb
Czech Republic	Customers can deliver the returned or claimed goods to one of our Packeta pickup points; please provide our return ID: 91637409.
Estonia	OMNIVA EE (sorting center) – Packeta International Return package code: 91637409 Rukki tee 7, Lehmja, 75306, Harju maakond, Estonia Note: If using our prepaid label, use the specified carrier. If shipping at your own expense, you may use any reputable carrier to the authorised address.
France	Global24 - Medpak 22 rue Edmond Rostand porte 0012 59130 Lambersart
Germany	GoGlobal24 - Medpak Oldenburger Ring 3 02829 Markersdorf
Greece	Packeta International Return package code: 91637409 Geniki Taxydromiki hub Thessaloniki Esoteriki Periferiaki – Thesi Dialogis OSE – Parodos Sof. Venizelou 54628 Thessaloniki Note: If using our prepaid label, use the specified carrier. If shipping at your own expense, you may use any reputable carrier to the authorised address.
Hungary	Customers can deliver the returned or claimed goods to one of our Packeta pickup points; please provide our return ID: 91637409.
Italy	Global24 - Medpak Via Papa Giovanni XXIII n 13/15 20053 Rodano (MI)
Latvia	Omniva LV (sorting center) – Packeta International Return package code: 91637409 Dzirnieku iela 24, Mārupe, LV-2167, Latvia Note: If using our prepaid label, use the specified carrier. If shipping at your own expense, you may use any reputable carrier to the authorised address.
Lithuania	OMNIVA LT (sorting center) – Packeta International Return package code: 91637409 Aviacijos g. 6, Karmėlava, LT-54460, Kaunas, Lithuania Note: If using our prepaid label, use the specified carrier. If shipping at your own expense, you may use any reputable carrier to the authorised address.
Netherlands	Global24 - Medpak Afrikastraat 23 6014CG Ittervoort
Romania	Packeta Romania s.r.l. Return package code: 91637409 Strada Virginia Nr. 4 077096 Dragomirești-Deal, Ilfov, CTPark A1 Km13 Note: You may also use Packeta pickup points; please provide our return ID: 91637409.
Slovakia	Customers can deliver the returned or claimed goods to one of our Packeta pickup points; please provide our return ID: 91637409.
Slovenia	Packeta Adriatic d.o.o Return package code: 91637409 Tržaška cesta 40 1000 Ljubljana
Spain	Global24 - Medpak Carretera de Martorell 104-108 08740 Sant Andreu de la Barca

Important Notes

We cannot accept returns after 30 days from delivery (unless required by law for defects).
Opened hygiene-sealed products cannot be returned unless defective.
Always obtain return authorisation first; returns sent without authorisation may be delayed or not refunded.
Keep your shipping receipt and tracking until your refund is confirmed.
For gift purchases, refunds go to the original purchaser.
Returns from outside the EU/EEA/UK: mark parcels as “Returned goods” and include your order number to avoid import charges. Any customs/handling fees caused by incorrect declaration may be deducted from the refund.

Contact Us

Questions about returns or complaints?

Email: info@medpak.shop
Live chat: Available on our website
Response time: Within 24 hours on business days

Need to check your return status? Log into your account to track your return or email us with your return reference number.

EU Online Dispute Resolution (ODR): https://ec.europa.eu/odr. This does not limit your right to contact us directly.