Which return applies to you?
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Change of mind
30 days from delivery to return unopened items, no reason needed. Submit the return form for instant confirmation, or email us. Return shipping is on us where we provide a prepaid label — otherwise you cover it. Refund within 14 days of us receiving the parcel.
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Defective, damaged or wrong item
Always on us. Contact us within 48 hours of delivery with photos and your order number. We'll refund, replace or repair — whichever you prefer. In most cases you don't even need to ship the product back.
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Outside our 18 return countries
If physical return isn't practical for your location (international shipping often costs more than the product), we may offer you a refund without requiring a return. Email us with your order number and we'll sort out a fair solution.
Return shipping costs
Who pays for the return?
We pay when:
- Product is defective, damaged, wrong or arrived short-dated
- A prepaid return label is available for your country
You pay when:
- You're returning a change-of-mind item within 30 days 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.
Conditions
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 returns, or 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's defective. Items showing use beyond basic inspection may be subject to a diminished-value deduction, as allowed under EU law.
Refund timing
When and how do I get my refund?
Refunds are processed within 14 calendar days of us receiving your return, or receiving proof of shipment — whichever comes first.
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).
Depending on your bank, the money may take an additional 1–10 business days to appear on your account after we issue it.
Damaged or defective on arrival
We'll make it right — fast
Email info@medpak.shop within 48 hours of delivery. Include 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.
Before shipment
Need to cancel your order?
Contact us as soon as possible after placing the order. If your parcel hasn't been shipped yet, we'll cancel it and refund in full — no questions asked. Once the parcel is on its way, the standard return process applies.
Returns FAQ
Getting started
How do I start a return?
How do I start a return?
Use our online return form — you'll get an instant timestamped confirmation email with a unique reference; a real person from our team follows up within one business day with return instructions, including a prepaid label where available for your country.
Prefer email? Write to info@medpak.shop with your order number and the reason. Defective on arrival? See My order arrived damaged or something is missing below — that has its own faster path.
Can I return an opened supplement or cosmetic?
Can I return an opened supplement or cosmetic?
Unfortunately no — once the hygiene seal or foil is broken, we can't resell the product for health and safety reasons. The only exception is if the product turns out to be defective, in which case we always cover the return.
My order arrived damaged or something is missing
My order arrived damaged or something is missing
Please email info@medpak.shop within 48 hours of delivery with photos of the issue and your order number. We'll refund, replace or repair at no cost to you — usually without needing the product back.
Can I return a gift?
Can I return a gift?
Yes, but the refund always goes back to the original purchaser's payment method — we're unable to refund third parties for security and anti-fraud reasons. If you'd prefer a replacement of equal value, just let us know.
Practical details
How long does a refund take?
How long does a refund take?
We process refunds within 14 calendar days of receiving your return (or proof of shipment, whichever comes first). Depending on your bank, the money typically appears on your account within another 1–10 business days.
Will I get my original shipping cost back?
Will I get my original shipping cost back?
Only if you return the entire order. Partial returns refund the product value but not the original delivery. This is standard under EU consumer law, which entitles you to the cost of the cheapest available delivery option.
I live outside your 18 return countries — what now?
I live outside your 18 return countries — what now?
International return shipping often costs more than the product itself — that's not fair to you. In these 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 sort out the fairest solution.
If you do send a physical return from outside the EU/EEA/UK, mark the parcel as "Returned goods" and include your order number on the customs declaration — this avoids import charges. Any customs or handling fees caused by incorrect declaration may be deducted from the refund.
Can I cancel before shipment?
Can I cancel before shipment?
Yes, free of charge. Email us as soon as possible — if the parcel hasn't left our warehouse we'll cancel and refund in full. Once shipped, the standard return process applies.
Return addresses
Find your return address
Find your return address
We provide local return addresses in 18 countries. The return package code is 91637409 — always include it on the parcel. Shipping from a country not on the list? See Outside our 18 return countries above — we often refund without requiring a 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