Return policy
Can I return my order?
We hope you're happy with your order. Not quite what you expected? Here's when a return is possible.
Products without a prescription
Products without a prescription can be returned within 14 days of delivery, without giving a reason. Send an email to [email protected] with your name, address and order number. We'll take care of the rest.
Do you have a subscription? Then send the product back to the pharmacy within 14 days of your notification.
Prescription products
Unfortunately, we can't take back prescription medication, even if the packaging is unopened. This is for the following reasons:
Personal use: your medication was prescribed individually and is intended exclusively for you.
Storage conditions: once the medication is at your home, we can no longer check whether it's been stored correctly.
Legal obligation: pharmacies are legally required to destroy returned medication.
We understand this can be frustrating. These rules exist to protect your health and safety.
Cancellation policy
Can I cancel my order?
Whether and how you can cancel an order depends on its current status.
Before payment
You can cancel your order without giving a reason via your personal account. No costs are involved.
After payment, not yet prescribed
Hasn't the prescription been sent to the pharmacy yet? Then cancellation is still possible. Get in touch via the chat: we'll check the status and cancel the order if possible. The amount paid will be automatically refunded.
Already prescribed or in delivery
Has the prescription already been sent to the pharmacy or is it being processed? Then cancellation is only possible in consultation with the pharmacy. We'll check this for you, but can't give any guarantee. The decision lies with the pharmacy. If the pharmacy doesn't agree, the order will proceed and no refund will be issued.
Please note: cancelling an order doesn't automatically stop your subscription. Don't want to receive any new orders? Pause or cancel your subscription via your personal account.