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Returns & replacements · Shop with confidence

Easy returns. Real guarantees.

30 days to return unopened items, no reason needed.
Start a return

Which return applies to you?

  • Change of mind

    You have 30 days from delivery to return unopened items, no reason needed. Fill in the return form and you get a confirmation straight away. We reply within one business day with the return address and instructions.

    Start a return

  • Defective, damaged or wrong item

    Always on us. Email us your order number and photos. Please report damage in transit within 48 hours of delivery if you can, so we can claim it from the carrier. Defects that appear later are covered by the legal guarantee of at least 2 years. We refund, replace or repair, usually without needing the product back.

    Report a problem

  • Need to cancel your order?

    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.

    Cancel my order

How to return in 3 steps

  • 1. Tell us

    Fill in the return form or email your order number to info@medpak.shop. We reply within one business day with instructions, including a prepaid label where available.

  • 2. Pack securely

    Use the original packaging where possible. Keep hygiene seals and foils intact. Put a note with the order number inside the parcel.

  • 3. Ship it back

    Send the parcel to the return address for your country using our prepaid label (where available) or a carrier of your choice. Keep the tracking number.

Return address: Croatia

Robni terminali Zagreb
Return package code: 91637409
Global Ekspres / CRO Ekspres warehouse
Packeta International
Jankomir 25 M, hall 8/3
10090 Zagreb

Got a prepaid label from us? Use the carrier shown on it. Sending at your own cost? Any carrier you trust is fine.

Good to know

  • Who pays for return shipping?

    We do if the product is defective, damaged or wrong, or if we send you a prepaid label. Otherwise you pay for sending it back. Return the whole order and we also refund the original delivery cost.

  • Unopened and sealed

    Supplements and cosmetics can only be returned with the hygiene seal intact. Once opened, we cannot take them back unless they are defective.

  • Refund within 14 days

    Once we receive your return (or proof of shipment), we refund within 14 calendar days to your original payment method.

  • Fresh-stock guarantee

    Every parcel is packed from recent stock — supplements, cosmetics and wellbeing products are delivered well within their shelf life. Arrived short-dated or defective? We replace or refund.

Returns FAQ

Getting started

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?

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

Email info@medpak.shop your order number and photos of the parcel and the product, if possible within 48 hours of delivery, so we can claim the damage from the carrier. We refund, replace or repair at no cost to you, usually without needing the product back.

The product turned out faulty later. What now?

You are covered by the legal guarantee, which lasts at least 2 years from delivery. Email info@medpak.shop your order number and a description or photos of the problem, and we will repair, replace or refund it at our cost.

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?

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?

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?

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.

We're here

Still have questions?

Email info@medpak.shop, use the contact form or start a live chat from any page. We reply Monday to Friday, 08:00–16:00 CET — usually within 24 hours on business days.

Contact us