Exchanges & Returns

Exchanges & Returns at MediCooler

At MediCooler, we want you to be happy with your purchase. If you are not, you can register your order for return within 14 days of receipt.

Please note: Only complete and neatly returned products qualify for a full refund. Incomplete or damaged returns may result in a partial refund or refusal.

4 Simple Steps for Your Return

Step 1 – Register your return online

Register your return easily via your MediCooler Account:

  1. Log in to your account.

  2. Go to your orders and select the items you want to return.

  3. Follow the steps in the returns module to submit your request.

You will immediately receive confirmation of your return registration by email, including the return form and the return address.

Step 2 – Include the return form

Print the return form you received and include it in your parcel.

Important: We can only process your return if the form has been fully completed and is included in the shipment.

Step 3 – Pack carefully and send

Make sure the product is complete, clean and undamaged, including manuals, cables and accessories. Preferably use the original packaging and a sturdy outer box.

  • Note 1: Products that show signs of use, are incomplete or are damaged will not be (fully) refunded.

  • Note 2: Gel packs must be fully thawed when sent.

  • Note 3 (EasyBag): EasyBag products can only be returned if the gel pack is dry and unused. Once it has been moistened, it cannot be returned for hygiene reasons.

Send the parcel, with sufficient postage, to the return address stated on the return form. Return costs are at your own expense.

Step 4 – Refund

Once we have received and checked your return:

  • You will receive a confirmation by email.

  • The purchase amount will be refunded within 14 days via the payment method you used.

 


Legal Withdrawal Information

You have the right to cancel your order within 14 days of receipt without giving a reason (right of withdrawal). After cancellation, you have a further 14 days to return your product.

You will then be credited with the full order amount including shipping costs (from us to you). Only the costs of return shipping from you to us are at your own expense. These costs are approximately€7.25 per parcel (please consult your carrier's website for exact rates).

To exercise this right, you can register the return via your MediCooler Account (see Step 1). We will then refund the amount due within 14 days of registering your return, provided that the product has been received in good order.

Damaged or Incomplete Returns

If the product or packaging is damaged beyond what is necessary to assess the product, this may result in a partial refund. Please therefore pack the product carefully and return it in its original condition.