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. 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. 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

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.
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.
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
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.

Return Addresses

We operate local return addresses in 18 countries. Always include our return package code 91637409 on the parcel. If your country is not listed, see Outside our 18 return countries above.

Country	Address for return
Austria	Packeta eCommerce GmbH Return package code: 91637409 Postfach 3 Litschauer Straße 7 3860 Heidenreichstein
Belgium	Expandeco – Packeta Return package code: 91637409 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	Drop off at any Packeta pickup point. 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 this address.
France	Global24 - Medpak Return package code: 91637409 22 rue Edmond Rostand porte 0012 59130 Lambersart
Germany	GoGlobal24 - Medpak Return package code: 91637409 Oldenburger Ring 3 02829 Markersdorf
Greece	Packeta International Return package code: 91637409 Geniki Taxydromiki hub Thessaloniki Esoteriki Periferiaki (Internal Ring Road) 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 this address.
Hungary	Drop off at any Packeta pickup point. Return ID: 91637409.
Italy	Global24 - Medpak Return package code: 91637409 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, Mārupes novads, 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 this 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 this address.
Netherlands	Global24 - Medpak Return package code: 91637409 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 any Packeta pickup point with return ID 91637409.
Slovakia	Drop off at any Packeta pickup point. Return ID: 91637409.
Slovenia	Packeta Adriatic d.o.o. Return package code: 91637409 Tržaška cesta 40 1000 Ljubljana
Spain	Global24 - Medpak Return package code: 91637409 Carretera de Martorell 104-108 08740 Sant Andreu de la Barca

Important Notes

We cannot accept returns after 30 days from delivery (or after the applicable 14-day EU withdrawal window).
Opened supplements and cosmetics cannot be returned unless defective — once a hygiene seal is broken we can't resell the product for health and safety reasons.
Return shipping without our authorisation may be delayed or unrefundable.
Always keep your shipping receipt and tracking number until the refund is confirmed.
For gift purchases, refunds go to the original purchaser's payment method — we can't refund third parties for security and anti-fraud reasons. A replacement of equal value is possible on request.
If you're shipping from outside the EU/EEA/UK, mark the parcel as "Returned goods" and include your order number on the customs declaration. Any customs or handling fees caused by an incorrect declaration may be deducted from the refund.

Contact Us

Questions about returns or complaints?

Email: info@medpak.shop
Phone: +48 12 446 64 99
Live chat: available on our website
Hours: Monday to Friday, 08:00–16:00 CET — we reply within 24 hours on business days

Full details, FAQ and the step-by-step return flow are also available at medpak.shop/pages/returns-replacements.

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