Support
Returns & order problems
What to do if something is wrong with your order, and how returns are handled.
Contact us first
Always contact us before sending anything back. Returns that arrive without prior agreement cannot be identified or processed reliably. Mention your order number, the product concerned and what is wrong.
Damaged, incorrect or incomplete deliveries
Report these as soon as possible after delivery. Keep the outer packaging, the product and any protective material as received, and add photos of the packaging and the contents. We assess each report individually and tell you the next step.
When a return is possible
Whether a product can be returned depends on the product type, the condition of the packaging and seal, hygiene and safety considerations, and the consumer rules that apply to your order. Contact support for an assessment before sending anything.
How a return is handled
If a return is agreed, you receive return instructions and a reference to include. Send the product in its original packaging and in the condition in which you received it, and keep the proof of shipment until the return has been processed.
Refunds
The route, amount and timing of any approved refund depend on the payment method, verified order circumstances and applicable consumer rules. Those details are confirmed during the support process.
What is not covered
Use, opened seals, damage after delivery and returns sent without instructions can affect eligibility. The outcome depends on the product and the consumer rules that apply to the order.
Your statutory rights
The consumer rights that apply where you live remain in force alongside this procedure. Where those rules give you a stronger right than described here, that stronger right applies.
Product information is provided for general information only and does not replace professional medical advice. Availability and purchase eligibility may vary by product and destination.