Returns and exchanges

Is your MediCooler not suitable for your trip or medication after all? Then you can return it within 14 days of receipt. You can read below how that works.

Briefly

• You have a 14-day cooling-off period from the day you receive your order.
• You can register via your account in our webshop or by email to retour@medicooler.nl.
• You will receive the full purchase amount back, including the original shipping costs.
• The costs for returning the item are at your expense.
• Is your product defective or did you receive the wrong product? Then we will arrange the return and pay the costs.

This is how you send something back

1. Register your return. Log in to your account in our webshop, go to your orders, and select the products you wish to return. Prefer to email? Then send a message to retour@medicooler.nl with your order number and the products you are returning.

2. Receive your return form You will receive a return form from us by email containing the return address and an address label. Place the form in the box and affix the label clearly visible on the package. This will allow us to process your return quickly.

3. Pack your product carefully. Ensure everything is complete, including the manual, cables, and accessories. Allow the cooling elements to thaw and dry completely before packing them. Preferably reuse the box in which you received the product.

4. Send your package. Take the package to a shipping point of your choice. The shipping costs for your return are at your own expense . Keep your proof of shipment until your return has been processed.

Refund policy

We will refund the purchase amount within 14 days of your registration, via the payment method you used for your order. We may withhold the refund until we have received the product, or until you provide proof that you have shipped it.

You will receive a refund of your order's shipping costs up to the amount of our standard shipping. If you chose a faster shipping option, we will not refund the difference.

Try it out during the cooling-off period

You may unpack and inspect your product as you would in a store. If you use the product more than necessary to assess this, or if it is damaged or incomplete, we may deduct the reduction in value from your refund.

Please note regarding the EasyBag: the gel pack is activated with water. For hygienic reasons, we cannot resell an activated EasyBag. Activation is therefore considered more than just a trial and may lead to a reduction in value up to the full purchase price. If you are unsure, keep the gel pack dry and unused.

Exchanging

Would you like a different model or size? Register your current product for return and place a new order. Unsure which cooling solution best suits your medication and travel? Email us first at info@medicooler.nl. We are happy to help you decide so you choose the right one the first time.

Defective or incorrectly delivered

Is your product broken, not working properly, or did you receive the wrong product? Then email retour@medicooler.nl with your order number and a brief description, preferably with a photo. We will work with you to find the best solution: repair, replacement, or refund. In that case, the return costs will be covered by us. This is separate from your cooling-off period: your statutory rights regarding a defect always remain applicable.

Right of withdrawal (legal information)

As a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason. This period starts on the day after you, or someone you designate, has received the product. If your order consists of multiple products that are delivered separately, the counting day is the day you receive the last product.

To exercise your right of withdrawal, you must unequivocally inform us within those 14 days that you are withdrawing your purchase. You can do this via your account in our webshop, by email to retour@medicooler.nl, or using the model form below. After that, you have another 14 days to return the product.

We will refund all payments we have received from you, including standard shipping costs, no later than 14 days after you have notified us of your cancellation. We will use the same payment method as you for this, unless you expressly agree otherwise. You will not incur any additional costs for the refund. The direct costs of returning the item are your responsibility.

The right of withdrawal applies to consumers. Our general terms and conditions apply to business orders.

MediCooler BV Muntplein 10B, 1012 WR Amsterdam Chamber of Commerce number: 42145520 E-mail: retour@medicooler.nl