Refund policy
Return & Refund Policy for Medical Products
Shopmed24.de
Return Period
We offer a 15-day return policy, which means you have 15 days from the date you receive your item to request a return.
Eligibility for Returns (Medical Products)
Due to the nature of medical and healthcare products, returns are subject to strict conditions.
To be eligible for a return, your item must:
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be unused, unopened, and unaltered,
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be in the original, intact, and sealed packaging,
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include all original labels, seals, instructions, and accessories,
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be in the same condition as received,
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and be accompanied by the receipt or proof of purchase.
⚠️ For reasons of hygiene, safety, and patient protection, any medical product that has been opened, unsealed, used, tested, or damaged cannot be returned.
How to Start a Return
To request a return, please contact us at:
📧 info@shopmed24.de
After your request is reviewed, you will receive a return authorization and return address automatically.
📦 Important:
Returns sent without prior authorization will not be accepted.
If your return is approved, we will provide:
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a return shipping label, and
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detailed instructions on how and where to send your package.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If your item is:
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defective,
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damaged during transport, or
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incorrect,
please contact us without delay at info@shopmed24.de, including photos if possible, so we can assess the issue and arrange a replacement or refund where appropriate.
Non-Returnable Items
The following items cannot be returned, except in cases of defects or delivery errors:
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Medical products that have been opened or used
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Hygiene-sensitive medical devices and consumables
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Personal care or medical hygiene products
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Custom-made or personalized medical products
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Hazardous materials, flammable liquids, or gases
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Sale items and gift cards
If you are unsure whether your product is returnable, please contact us before opening the packaging.
Exchanges
We do not offer direct exchanges for medical products.
The fastest way to receive a different item is to:
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request a return (if eligible), and
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place a new order once the return has been approved.
European Union – Right of Withdrawal (15 Days)
If your order is shipped within the European Union, you have the legal right to withdraw from your purchase within 15 days, without giving any reason.
However, in accordance with Article 16(e) of Directive 2011/83/EU, this right does not apply to:
sealed goods which are not suitable for return due to health protection or hygiene reasons, once unsealed after delivery.
Therefore:
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medical products must remain sealed and unused to qualify for withdrawal,
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proof of purchase is required.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved:
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the refund will be issued to your original payment method,
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within 10 business days after approval.
Please note that banks and payment providers may require additional processing time.
If more than 15 business days have passed since your refund was approved, please contact us at:
📞 Call Center 24/7: +49 511 936 211 84 📧 info@shopmed24.de