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Terms of service

Welcome to Medpak!

These Terms of Service ("Terms") govern your use of our website medpak.shop and your purchase of products from us. Please read these Terms carefully before placing an order.

Seller Information:
NMM Sp. z o.o.
ul. Bocheńska 3/17
31-061 Kraków, Poland
Company Registration (KRS): 0000982292
Tax ID (NIP): 6762621979
Statistical Number (REGON): 522588905
Share Capital: PLN 50,000.00

Contact Information:
Email: info@medpak.shop
Phone: +48 12 446 64 99
Customer Service Hours:
Monday-Friday: 8:00 AM - 4:00 PM CET

Table of Contents

  1. Definitions
  2. General Provisions
  3. Account Registration
  4. Products and Ordering
  5. Pricing and Payment
  6. Delivery
  7. Right of Withdrawal (EU/EEA Consumers)
  8. Returns and Refunds (All Customers)
  9. Product Conformity and Legal Guarantee
  10. Product Safety
  11. Intellectual Property
  12. Limitation of Liability
  13. Applicable Law and Jurisdiction
  14. Dispute Resolution
  15. Privacy and Data Protection
  16. Amendments
  17. Severability
  18. Contact Information

1. Definitions

"Consumer" - a natural person acting for purposes outside their trade, business, craft or profession (as defined by EU law).

"Customer" - any person or entity purchasing Products from us.

"Products" - dietary supplements and cosmetics offered on our website.

"Order" - Customer's offer to purchase Products according to these Terms.

"Contract" - agreement between us and the Customer for the sale of Products.

"Website" - our online store at medpak.shop and all its subdomains.

"Working Days" - Monday through Friday, excluding Polish public holidays.

"Digital Content" - data produced and supplied in digital form related to our Products.

2. General Provisions

2.1 Scope

These Terms apply to all purchases made through our Website. By placing an Order, you accept these Terms in full.

2.2 Product Information

We sell dietary supplements and cosmetics. All Products comply with applicable EU regulations, including:

  • Regulation (EC) No 1223/2009 on cosmetic products
  • Directive 2002/46/EC on food supplements
  • General Product Safety Regulation (EU) 2023/988

2.3 Age Requirement

You must be at least 18 years old to purchase Products from our Website. For Customers aged 16-18, parental consent is required.

2.4 Product Availability

Product availability is subject to stock levels. We reserve the right to limit quantities and discontinue Products without prior notice.

3. Account Registration

3.1 Account Creation

Account registration is optional but recommended for:

  • Order tracking
  • Faster checkout
  • Order history access
  • Exclusive offers

3.2 Account Security

You are responsible for:

  • Maintaining confidentiality of your login credentials
  • All activities under your account
  • Notifying us immediately of unauthorized use

3.3 Account Termination

You may delete your account at any time by contacting us or using the account settings. We may suspend or terminate accounts that violate these Terms.

4. Products and Ordering

4.1 Product Descriptions

We strive to ensure accurate product descriptions, images, and specifications. However, we do not warrant that descriptions are error-free, complete, or current.

4.2 Order Process

  1. Add Products to your cart
  2. Review your order
  3. Provide delivery and billing information
  4. Select payment method
  5. Accept these Terms
  6. Submit your order

4.3 Order Confirmation

After submitting your order:

  • You receive an automatic order acknowledgment (not acceptance)
  • We review your order and may contact you for verification
  • Contract is concluded when we send order acceptance confirmation
  • We reserve the right to refuse orders

4.4 Order Modification/Cancellation

You may cancel or modify orders before shipment by contacting us immediately. Once shipped, standard return procedures apply.

5. Pricing and Payment

5.1 Prices

  • All prices include VAT unless stated otherwise
  • Prices are in EUR or local currency as displayed
  • We reserve the right to change prices without notice
  • Price at order placement applies

5.2 Payment Methods

We accept:

  • Credit/Debit cards (Visa, Mastercard, American Express, Maestro)
  • Digital wallets (Apple Pay, Google Pay, ShopPay)
  • PayPal
  • Bank transfer (SEPA/SWIFT)
  • Local payment methods (iDEAL, Bancontact, Giropay, etc.)
  • Cash on Delivery (selected countries)
  • Klarna (Pay Now/Pay Later)

For detailed payment information, visit our Payment Info page.

5.3 Payment Processing

  • Card payments are processed immediately
  • Bank transfers: order ships upon receipt of funds (1-3 business days)
  • Payment processing is handled by certified third-party providers

5.4 Currency Conversion

For non-EUR currencies, conversion rates are updated daily based on official bank rates.

6. Delivery

6.1 Delivery Areas

We ship worldwide. Delivery costs and times vary by destination - see our Shipping Info page.

6.2 Delivery Times

  • EU: 1-7 Working Days
  • Rest of Europe: 4-13 Working Days
  • International: 5-23 Working Days

Times are estimates from dispatch date.

6.3 Delivery Costs

Shipping costs depend on:

  • Destination
  • Order weight
  • Delivery method
  • Free shipping thresholds apply (see Shipping Info)

6.4 Customs and Import Duties

For non-EU deliveries:

  • Customer is responsible for customs duties, taxes, and fees
  • We are not responsible for customs delays
  • Refused packages due to customs fees are non-refundable (shipping costs)

6.5 Delivery Issues

Inspect packages upon receipt. For damaged packages:

  1. Note damage with carrier
  2. Take photos
  3. Contact us within 48 hours

7. Right of Withdrawal (EU/EEA Consumers)

7.1 14-Day Withdrawal Right

EU/EEA Consumers have 14 days to withdraw from the Contract without giving reasons, starting from:

  • The day you receive the Products
  • For multiple items in one order: day you receive the last item

7.2 Exceptions to Withdrawal Right

You cannot withdraw from Contracts for:

  • Sealed products unsuitable for return due to health protection or hygiene reasons if seal is broken
  • Products that deteriorate rapidly
  • Custom-made or personalized products

7.3 How to Withdraw

  1. Inform us via email to info@medpak.shop
  2. Use our withdrawal form (optional): Withdrawal Form
  3. Return Products within 14 days of withdrawal notice

7.4 Effects of Withdrawal

  • We refund all payments including standard delivery costs
  • Refund within 14 days of receiving returned Products
  • You pay return shipping costs
  • You're liable for diminished value if Products are handled beyond what's necessary

7.5 Model Withdrawal Form

To: NMM Sp. z o.o., ul. Bocheńska 3/17, 31-061 Kraków, Poland
Email: info@medpak.shop

I hereby give notice that I withdraw from my contract of sale of the following:
- Product(s): [Product name]
- Order number: [Number]
- Ordered on/Received on: [Date]
- Name: [Your name]
- Address: [Your address]
- Date: [Date]
- Signature: [If sending by post]

8. Returns and Refunds (All Customers)

8.1 30-Day Return Policy

All Customers may return Products within 30 days of delivery if:

  • Products are unopened and in original packaging
  • All seals and labels are intact
  • Products are in resaleable condition

8.2 Return Process

  1. Request return via:
  2. Receive return authorization and instructions
  3. Ship Products to designated return center
  4. Include return ID: 91637409

8.3 Return Shipping

  • We provide prepaid return labels for defective products
  • Customer pays return shipping for change of mind
  • Keep shipping receipt until refund is confirmed

8.4 Refund Processing

  • Refunds processed within 14 Working Days of receipt
  • Original payment method used
  • Bank transfers for COD orders

For full details, see our Refund Policy and Returns & Replacements page.

9. Product Conformity and Legal Guarantee

9.1 For EU/EEA Consumers

We are liable for lack of conformity existing at delivery and becoming apparent within 2 years.

Your Rights:

  1. Repair or replacement (your choice unless impossible/disproportionate)
  2. Price reduction or contract termination if:
    • Repair/replacement impossible
    • We fail to remedy within reasonable time
    • Defect is substantial

Process:

  • Report issues to info@medpak.shop
  • We respond within 21 days
  • We cover all costs (shipping, labor, materials)

9.2 For Non-EU Customers

Warranty terms according to your local consumer protection laws apply. Minimum 1-year warranty on all Products.

9.3 Exclusions

Guarantee doesn't cover:

  • Normal wear and tear
  • Misuse or negligence
  • Unauthorized modifications
  • Products past expiry date

10. Product Safety

10.1 Safety Standards

All Products comply with:

  • General Product Safety Regulation (EU) 2023/988
  • Cosmetics Regulation (EC) No 1223/2009
  • Food Supplements Directive 2002/46/EC

10.2 Safety Information

Each Product includes:

  • Usage instructions
  • Ingredients list
  • Warnings and precautions
  • Expiry dates

10.3 Reporting Safety Issues

Report any adverse reactions or safety concerns immediately to:

  • Email: info@medpak.shop
  • Include: Product name, batch number, description of issue

10.4 Product Recalls

In case of recalls:

  • We contact affected Customers immediately
  • Provide return instructions
  • Full refund or replacement offered

11. Intellectual Property

11.1 Website Content

All content on our Website (text, images, logos, designs) is protected by intellectual property rights owned by us or our licensors.

11.2 Permitted Use

You may:

  • View and download content for personal use
  • Share product links
  • Print pages for personal reference

11.3 Prohibited Use

You may not:

  • Copy, distribute, or modify content for commercial use
  • Remove copyright notices
  • Create derivative works
  • Use automated systems to scrape content

12. Limitation of Liability

12.1 For Consumers

Nothing in these Terms excludes or limits our liability for:

  • Death or personal injury caused by negligence
  • Fraud or fraudulent misrepresentation
  • Breach of your legal rights as a consumer
  • Defective products under product liability laws

12.2 For Business Customers

Our total liability is limited to the purchase price of Products. We're not liable for:

  • Indirect or consequential losses
  • Loss of profits or business
  • Loss of anticipated savings

12.3 Force Majeure

We're not liable for delays or failures due to circumstances beyond our reasonable control.

13. Applicable Law and Jurisdiction

13.1 For EU/EEA Consumers

  • Your local consumer protection laws apply
  • You may bring claims in your country of residence
  • We comply with your mandatory consumer rights

13.2 For Other Customers

  • Polish law governs these Terms
  • Courts in Kraków, Poland have jurisdiction
  • UN Convention on International Sale of Goods doesn't apply

14. Dispute Resolution

14.1 Internal Complaints

First contact our customer service:

14.2 ODR Platform (EU Consumers)

EU consumers may use the Online Dispute Resolution platform:
https://ec.europa.eu/consumers/odr

14.3 Alternative Dispute Resolution

We're willing to participate in alternative dispute resolution procedures when required by law.

15. Privacy and Data Protection

15.1 Data Processing

We process personal data according to our Privacy Policy and applicable data protection laws including GDPR.

15.2 Cookies

Our Website uses cookies. See our Privacy Policy for details and management options.

15.3 Marketing Communications

  • Newsletter subscription is optional
  • Unsubscribe anytime
  • We don't sell your data

16. Amendments

16.1 Changes to Terms

We may update these Terms for:

  • Legal compliance
  • New features or services
  • Clarifications

16.2 Notification

  • Registered users receive email notifications
  • Changes posted on Website
  • Continued use constitutes acceptance

16.3 Existing Orders

Changes don't affect orders already placed.

17. Severability

If any provision is invalid or unenforceable, remaining provisions continue in full force.

18. Contact Information

Customer Service:
NMM Sp. z o.o.
ul. Bocheńska 3/17
31-061 Kraków, Poland

Email: info@medpak.shop
Phone: +48 12 312 06 54

Hours:
Monday-Friday: 8:00 AM - 4:00 PM CET

Electronic Service Point: info@medpak.shop (for regulatory compliance)

For more contact options, visit our Contact Page.

Last Updated: 26 June, 2025
Version: 2.0

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