REFUND AND REPLACEMENT POLICY
If you notice anything out of the ordinary when receiving your parcel, we encourage you to take pictures and/or film the product unboxing. This will help you accurately report the issue you are experiencing with your parcel. The pictures/videos of the parcel are a part of the necessary documentation needed for us to effectively process your refund/replacement request.
We cannot guarantee we will offer refunds in all circumstances. However, we will work with you as best we can to ensure you are a satisfied client. You may request a refund or replacement in case you receive:
1. Damaged Goods
Products that have been physically damaged during transit, making them unusable or unsellable. Products that were inadequately or improperly packaged, leading to potential damage during transit or unprofessional presentation to the client.
Eligibility Criteria: Items received with visible damage due to shipping resulting with a defect or malfunction upon arrival. Items with a packaging issue that have directly impacted the product’s usability, safety, or appearance upon delivery. Items that have expired upon arrival.
Exclusions: Minor cosmetic packaging damages that do not affect product use, damage caused by client handling after delivery, reports made outside the 72-hour notification period.
Documentation Requirements: Clear photos of the damaged product(s), packaging, and shipping label. Proof of purchase including order confirmation, waybill or invoice. If applicable, include temperature reading for temperature-sensitive items, and a photo showing the temperature reading upon arrival (taken with infrared thermometer or a digital probe thermometer).
Notification Period: Report within 72 hours of receiving the item.
2. Ineffective Goods
Products that fail to deliver the expected results or do not meet the performance claims, resulting in client dissatisfaction.
Eligibility Criteria: 1. The product does not perform as expected or advertised when used as directed. 2. There is a manufacturing or quality issue that has impacted the product’s effectiveness. 3. Vial integrity is compromised (vial is damaged, tampered with, or improperly sealed). 4. The product packaging and vial contents are incomplete or compromised, resulting in unexpected substance discoloration, cloudiness, or a significant deviation from the standard substance appearance, indicating that the product has become unusable.
Exclusions: Issues resulting from improper storage or misuse by the client. Reports made outside the 180-day notification period. Minor variations in product efficacy due to individual response.
Documentation Requirements: please submit evidence of use (photos or videos demonstrating the product’s ineffective performance), and purchase confirmation. You will also need to submit the Ineffective Product Form, detailing the specific ways in which the product did not perform as expected.
Notification Period: Report the issue within 180 days of the order date. This timeframe aligns with bank refund policies, as most financial institutions only allow refunds within 180 days. We understand that you may stock up on supplies for future use; however, it is the client’s responsibility to verify the effectiveness of these products upon receipt and within a timely manner.
3. Warm Goods
Temperature-sensitive products exposed to conditions outside the required temperature range, potentially compromising their quality or safety.
Eligibility Criteria: Temperature compromise during transit, documented by a temperature reading upon arrival. Damaged or compromised packaging that may have affected product stability. Exceeded shipping time for cold-chain goods (10 days) due to customs processing or adverse weather delays. Missing ice packs. Please note that only temperature-related issues affecting product integrity are covered under this policy.
Exclusions: Claims for temperature-related issues are reported beyond the 72-hour window. The goods that were not stored correctly after delivery.
Documentation Requirements: A photo showing the temperature reading taken with an infrared thermometer or a digital probe thermometer, or photos/videos demonstrating that the goods received were warm. Provide tracking numbers, carrier details, shipment date, and delivery status to reference the delivery that took 10 days or more. Also submit proof of purchase, such as order confirmation, waybill or invoice.
Notification Period: Report within 48 hours of receiving the item.
4. Wrong Products
Orders where incorrect items were shipped to the client, either due to mislabeling, picking errors, or other handling mistakes.
Eligibility Criteria: The product must be unused, in its original packaging, and in resalable condition, unless damaged or defective. Our team will check discrepancies between the products you received vs. the products you ordered.
Documentation Requirements: A photo of the incorrect product received clearly showing the LOT number and all sides of the box. Also submit proof of purchase, such as order confirmation, waybill or invoice.
Notification Period: Report within 72 hours of receiving the item.
5. Other Terms
Orders that failed to reach the client due to courier issues, incorrect addresses, or logistical errors, requiring investigation and resolution.
Eligibility Criteria: The package must be verified as undelivered based on tracking information from the carrier, showing no successful delivery attempt. If a cold chain shipment is undelivered or delayed beyond 10 business days, it is eligible for replacement or refund due to temperature sensitivity. Ambient shipments undelivered within 14 business days of dispatch qualify for investigation and potential refund or replacement, considering factors like carrier delays or incorrect address.
Exclusion: Orders that were undelivered due to client unavailability, incorrect address details provided by the client, or refusal to accept the package. Claims due to uncontrollable factors (e.g., customs hold) may be assessed separately. Instances when customs require the submission of a document or completion of a form before authorizing release of the shipment.
Documentation Requirements: Provide their order confirmation, tracking numbers, carrier details, shipment date, and delivery status to reference the delivery that took 10 days or more.
Notification Period: Report the issue within 5 to 10 business days after the order date.
If you have any additional issues not categorized above, which may include discrepancies in quantity, incorrect documentation, or other unique cases requiring specific handling, please contact our client service promptly.
SHIPPING POLICY
Where does Medica Depot ship?
Medica Depot ships to many territories around the world, including USA, Europe, Asia and Australia. All orders are shipped from Europe. Importation and compliance with your local laws and regulatory authorities are solely your responsibility.
How much does shipping cost?
Our shipping policy varies based on the destination. Below are the details for different regions:
USA: Free shipping on orders over $500, $50 shipping fee for orders below $500
EU: Free shipping on orders over €1000, €20 shipping fee for orders below €1000
UK: Free shipping on orders over £500, £50 shipping fee for orders below £500
Rest of the World: Free shipping on orders over €500, €50 shipping fee for orders below €500
Some exceptions may apply depending on the country or region. If you need more details, please contact our customer service team.
Which shipping company does Medica Depot use?
It may vary depending on your local shipping services available. You will receive tracking number and shipping method once we process your order.
When will my order arrive?
Once an order is processed, the product will be shipped out within 24-48 hours (Monday to Friday, except for public holidays). Guaranteed delivery time is within 14 days, but the USA delivery usually takes 3-4 days. You may find more information on the delivery times at the bottom of this page. In the rare instance that stock is not immediately available, you will receive notification when the order is expected to be shipped out. Transit time may vary according to region. You may call our customer service to learn more about how long your order will take to reach you.
DELIVERY TIMES FOR THE USA AND WORLDWIDE
Check the delivery times for Medica Depot shipments. Whether you’re in the USA or any other part of the world, this guide provides the details you need for timely order planning. Remember, our dispatch time is 24-48 hours and is excluded from the delivery duration mentioned.
| State | Average Delivery Time (days) |
|---|---|
| Alabama | 4 |
| Alaska | 4 |
| Arizona | 3 |
| Arkansas | 3 |
| California | 3 |
| Colorado | 4 |
| Connecticut | 3 |
| Delaware | 3 |
| District of Columbia | 3 |
| Florida | 3 |
| Georgia | 4 |
| Hawaii | 4 |
| Idaho | 3 |
| Illinois | 3 |
| Indiana | 3 |
| Iowa | 4 |
| Kansas | 3 |
| Kentucky | 4 |
| Louisiana | 4 |
| Maine | 4 |
| Maryland | 3 |
| Massachusetts | 3 |
| Michigan | 3 |
| Minnesota | 3 |
| Mississippi | 4 |
| Missouri | 4 |
| Montana | 4 |
| Nebraska | 3 |
| Nevada | 3 |
| New Hampshire | 3 |
| New Jersey | 3 |
| New Mexico | 4 |
| New York | 3 |
| North Carolina | 4 |
| North Dakota | 4 |
| Ohio | 3 |
| Oklahoma | 3 |
| Oregon | 4 |
| Pennsylvania | 3 |
| Puerto Rico | 4 |
| Rhode Island | 4 |
| South Carolina | 4 |
| South Dakota | 4 |
| Tennessee | 3 |
| Texas | 4 |
| Utah | 3 |
| Vermont | 3 |
| Virgin Islands (US) | 4 |
| Virginia | 4 |
| Washington | 3 |
| West Virginia | 4 |
| Wisconsin | 3 |
| Wyoming | 4 |
| Country | Average Delivery Time (days) |
|---|---|
| Albania | 10 |
| Belgium | 3 |
| Bulgaria | 1 |
| Croatia | 1 |
| Cyprus | 4 |
| Czech Republic | 2 |
| Denmark | 3 |
| Estonia | 1 |
| Finland | 3 |
| France | 1 |
| Germany | 1 |
| Georgia | 13 |
| Greece | 2 |
| Hungary | 2 |
| Ireland | 2 |
| Italy | 2 |
| Lithuania | 4 |
| Malta | 2 |
| Netherlands | 2 |
| Norway | 3 |
| Poland | 2 |
| Portugal | 1 |
| Romania | 2 |
| Slovakia | 2 |
| Slovenia | 2 |
| Spain | 1 |
| Sweden | 3 |
| Switzerland | 3 |
| Ukraine | 4 |
| United Kingdom | 3 |
| Country | Avg Delivery Time (days) |
|---|---|
| Azerbaijan | 4 |
| Bahrain | 3 |
| China | 10 |
| Hong Kong | 3 |
| India | 6 |
| Israel | 4 |
| Philippines | 5 |
| Saudi Arabia | 5 |
| Singapore | 3 |
| South Korea | 4 |
| Taiwan | 3 |
| U.A.E. | 3 |
| Country | Avg Delivery Time (days) |
|---|---|
| Canada | 4 |
| Mexico | 5 |
| Panama | 6 |
| Turks and Caicos | 6 |
| Country | Avg Delivery Time (days) |
|---|---|
| Australia | 4 |
| Guam | 7 |
| New Zealand | 5 |
| Country | Avg Delivery Time (days) |
|---|---|
| Zambia | 9 |