Return policy

CUPRINS

1. What is the purpose of the "Return Policy"?
2. The Customer's right to return products
3. Situations where the return of ordered products by the Customer cannot be made without justification
4. Product delivery
5. Inspection of the received package
6. Risk of damage
7. Customer obligations
8. Refund process
9. Final provisions

I. What is the purpose of the "Return Policy"?

The purpose of this document, the "Return Policy," is to accurately and comprehensively inform you about how you can proceed in the event that the products purchased from our website do not meet your preferences. In such situations, you, as the Customer, may initiate the return procedure, as we will further outline.

II. The Customer's right to return products

In our endeavor to provide Customers with a quality experience and satisfaction, we offer you the opportunity, if the products purchased from our Site do not meet your expectations, to proceed with their return without the need to justify your decision, within a maximum of 14 days from the date of receiving the package via courier.

III. Situations where the return of ordered products by the Customer cannot be made without justification

The return of products cannot be processed if they are not in their original condition as when you or a designated third party received them from the courier.

Additionally, if the product in question is unsealed, its return cannot be accepted. Each product produced by us will have a distinct seal, which once broken/opened cannot be resealed. If it is found that the seal has been broken, we reserve the right to refuse the return of your products. It is important to note that the seal will be applied to the external cardboard packaging of the product, so opening the packaging will inherently result in the destruction/damage of the seal.

If the product packaging (cardboard, etc.) shows minor normal/organic damage, you may still proceed with its return only if the container itself is intact.

We will not accept the return of products if you have purchased them from sources other than our official Site (from third parties, from other websites, etc.). This Policy strictly refers to original products purchased exclusively from our Site.

IV. Product Delivery

The delivery of products ordered by the Customer will be carried out through the courier company FAN COURIER, to the address specified by the Customer at the time of placing each order. The delivery costs will be calculated and displayed at the time of order finalization, before payment.

The Customer is responsible for verifying the accuracy of the information provided regarding the placed order (address, name, surname, phone number, etc.), being fully responsible for any culpable circumstance regarding the impossibility of delivering the order to the indicated address.

Any shipments with incorrect addresses or deliveries refused by the recipient will be stored for 7 calendar days at the courier company's headquarters for order redirection, except for shipments with the status: "refusal of receipt," in which case the return will be processed immediately, with return costs ultimately borne by the Customer.

Upon delivery, at the express request of the Customer, they have the option to open the package only in the presence of the courier service agent to verify if it is in optimal condition. If there are signs of damage upon arrival, a report will be drawn up upon request. During package inspection, it is essential for the seal applied to the cardboard packaging of the product (external packaging) to remain intact; otherwise, return will not be possible afterward.

The courier service agent may request the Customer to present identification, PIN code (if applicable), or any other information regarding order identification for package pickup. In the event of the Customer's refusal to provide this information, the agent has the right to refuse package delivery.

We do not assume responsibility for any delays in package delivery, as we do not have control over various external factors that could cause delays in the delivery duration.

Furthermore, we do not assume responsibility for the damage of products purchased by you during transportation; in such cases, the fault lies with the partnered courier services, as applicable.

If the Customer is physically unable to personally receive the order, it may be delivered to any adult present at the delivery address only after presenting the order's PIN code/number/other essential details related to order placement.

In the event of providing an incorrect address when placing the order, any additional fees for redirecting the package to the subsequently indicated address will be borne by you.

V. Inspection of the Received Package

We respectfully request that upon receiving the package, if you wish to do so, you inspect and check the ordered goods for any damages that may affect the product (such as visible and significant damages to the packaging that may indicate damage to the inner contents, for example). If you have noticed such damages, you have the option to return the item, but only after sending a series of supporting photographs via our email address office@medans.co.

In the event that we find that your return was made contrary to the norms outlined in this document, as well as those presented within the "Terms and Conditions" document, we reserve the right to resend the package to you. However, the responsibility for paying the transportation fees for returning the package to you will fully rest upon you.

VI. Risk of Damage

The risk of damage or loss of the goods/product is entirely transferred to you at the moment when you, another third party designated by you, or as the case may be, another person acting on your behalf, physically takes possession of the ordered products/package.

VII. Customer Obligations

The products for which you intend to initiate the return procedure are solely your responsibility until they are picked up by the courier. Additionally, please ensure that all information provided for product delivery/return is accurate, as any errors could result in various delays/damages for which you, as the Customer, may be liable.

MEDANS does not cover the costs of return shipping or any other postal fees in this regard.

When returning products, please ensure they are properly packaged as they were delivered to you. Additionally, ensure the proper protection of both the products and the package in its entirety. Any damage caused by improper packaging of the package will be your responsibility, and in such cases, you may not be able to recover the initially paid amount for purchasing the products.

If you decide to return the product within the 14-day period stipulated herein, you agree to store the product appropriately throughout the entire period in which you possess it, at a storage temperature between 5 and 25 degrees Celsius, ensuring the contents of the product remain intact.

VIII. Refund Process

We will make every effort to refund the amount paid into the account from which the initial payment was made within a period of 15 business days from the receipt of the returned products. However, this timeframe may vary depending on external factors such as extremely busy periods for us. We will not be able to process the refund to a different card than the one used for the initial purchase. Upon completion of the return processing, you will receive a notification/communication via email confirming that the return procedure has been successfully completed.

IX. Final Provisions

In the event that we observe any suspicious or abusive behavior regarding your requests for product returns, we reserve the right to contact you to request relevant information in this regard.

Any abuse or behavior that violates good customer conduct may result in the suspension of your account on our Site or even the prohibition from purchasing products from this Site. If such a sanction is applied to you but you believe there has been a mistake on our part, please contact us using the contact details provided at the beginning of this document.

MEDANS reserves the right to determine whether you, as the Customer, are entitled to a full/partial refund. Additionally, we reserve the right to refuse, based on valid reasons, to provide you with the refund amount.

Document updated on the date of 7th May, 2024.