Return & Refund

Return & Refund

This Return & Refund Policy explains the conditions under which customers of Medixo.eu (“the Website”) may return products and receive refunds.
By placing an order, you agree to this Policy.

1. Right of Withdrawal (14 Days)

Customers within the European Union have the right to withdraw from the purchase within 14 days from the date of receiving the goods, without providing a reason.

To exercise this right, the customer must submit a clear request via:

  • email

  • contact form

  • written note included with the returned package

2. Products Not Eligible for Return

For hygiene, health, sterility, and legal reasons, the following items cannot be returned:

  • opened or used medical consumables

  • products with broken or compromised sterile packaging

  • opened cosmetics

  • dietary supplements with a broken seal

  • perishable or short-expiry products

Returns are also not accepted if the product is:

  • used

  • damaged due to improper handling

  • without original packaging or missing components

3. Conditions for Accepting a Return

To be eligible for return:

  • the product must be in original, resalable condition

  • must not be used

  • must include all original components, labels, and packaging

  • must be safely packed for transport

The customer is responsible for:

  • proper packaging when returning

  • ensuring the product arrives undamaged

  • any risks during transport

4. Return Shipping Costs

  • Return shipping costs are paid by the customer, unless the return is due to a defect or an error caused by the merchant.

  • Customers may use any courier unless otherwise instructed.

5. Refunds

Refunds are issued after the returned product is received and inspected.

5.1. Refund Method

The refund method depends on whether the order was received by the customer:

A) Order NOT received / refused upon delivery

  • If the payment was made by card, the refund will be issued back to the same card.

  • If the payment was made by COD or bank transfer, the refund will be issued via bank transfer.

B) Order WAS received by the customer

Regardless of the original payment method (card, COD, bank transfer), refunds are issued ONLY via bank transfer.

The customer must provide:

  • IBAN

  • BIC / SWIFT

  • Account holder’s full name

5.2. Refund Time

Refunds are processed within 14 days of receiving the returned product.

5.3. Shipping Fees

Shipping costs are non-refundable unless the return is due to defect or merchant error.

6. Defective, Damaged, or Incorrect Products

If the customer receives:

  • a defective product

  • a damaged parcel

  • an incorrect item

they must notify the Website within 72 hours of receipt and provide photo evidence.

If approved, the customer may choose:

  • replacement

  • full refund

  • store credit

Return shipping in such cases is covered by the merchant.

7. Inspection Upon Delivery

When the “Open and Inspect” option is available, customers are strongly encouraged to:

  • open the parcel in the presence of the courier

  • check product condition and correctness

  • report any visible issues immediately

Claims made after accepting an unchecked package may be limited.

8. Refused or Unclaimed Shipments

If a customer refuses or fails to collect a shipment without valid reason:

  • delivery and return costs may be charged

  • the merchant may restrict future COD orders

9. Policy Updates

This Policy may be updated at any time. Updates take effect upon publication on the Website.

Shopping Cart
Scroll to Top