Refund & Returns Policy

Policy Overview

MySlimCare wants customers to receive products in good condition and as described. This Policy applies to eligible products purchased through the MySlimCare website and explains the process for requesting cancellations, returns and refunds.

Because MySlimCare operates in the healthcare sector, some products may not be suitable for return once dispatched, opened, unsealed or otherwise handled. This can apply particularly where health, hygiene, safety, storage or regulatory requirements are involved.

14-Day Right of Withdrawal

Consumers purchasing eligible goods through distance selling may generally have the right to withdraw from the contract within 14 days without providing a reason, subject to applicable legal exceptions.

For eligible goods, the withdrawal period generally begins when you, or a person designated by you other than the carrier, receives the goods.

To exercise an applicable right of withdrawal, you must notify MySlimCare of your decision within the relevant statutory period.

You may contact us through our Contact page with your name, email address, order number and a clear statement that you wish to withdraw from the purchase.

Exceptions to the Right of Withdrawal

The statutory right of withdrawal does not apply in every circumstance. Depending on the product and applicable law, exceptions may include certain:

• sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been removed;
• personalised or individually prepared products;
• goods that deteriorate or expire rapidly;
• fully performed services where performance began with the consumer's prior consent and the statutory conditions for loss of the withdrawal right have been satisfied; and
• other products or services excluded from withdrawal under applicable consumer law.

Any exception will be applied only where permitted by applicable law.

Medicines & Healthcare Products

Medicines and certain healthcare products require special handling because their quality and safety can depend on storage conditions, packaging integrity, hygiene and the integrity of the supply chain.

For this reason, you should not send medicines, injectable products, needles, opened healthcare accessories or other health-sensitive products back to MySlimCare unless you have first received return instructions.

Whether a particular medicine or healthcare product can be returned will depend on the circumstances, its condition and the legal and regulatory requirements applicable to the transaction.

Eligible Returns

Where a product is eligible for voluntary or statutory return, it should normally be:

• unused;
• in its original condition;
• in its original packaging;
• complete with supplied accessories or components;
• appropriately protected for return transport; and
• accompanied by sufficient information to identify the relevant order.

These conditions do not override your legal rights regarding goods that are faulty, damaged, incorrect or otherwise not in conformity with the contract.

Damaged, Incorrect or Incomplete Orders

Please inspect your delivery as soon as reasonably possible after receiving it.

If your order arrives damaged, incomplete or contains the wrong product, contact MySlimCare promptly and provide:

• your order number;
• your name and email address;
• a description of the problem;
• clear photographs of the product and packaging where relevant;
• details of any visible shipping damage; and
• batch or product information where appropriate.

MySlimCare will assess the issue and provide appropriate next steps.

Faulty or Non-Conforming Products

Your statutory rights relating to faulty or non-conforming goods remain unaffected by this Policy.

If a product is defective, does not correspond to the product ordered or otherwise fails to conform to the contract, you may have rights to an appropriate remedy under applicable consumer law.

Depending on the circumstances and applicable law, possible remedies may include repair, replacement, a price reduction or refund.

Please contact MySlimCare before returning the product so that appropriate return or investigation instructions can be provided.

How to Request a Return or Refund

Return Shipping Costs

Where you exercise a statutory withdrawal right for an otherwise satisfactory product, responsibility for return shipping costs will be determined by the information provided before purchase and applicable consumer law.

Where goods are faulty, damaged, incorrect or otherwise non-conforming, return costs will be handled in accordance with applicable legal requirements.

Do not incur unusual or unnecessary return shipping costs without first contacting MySlimCare.

Refund Processing

Once a refund has been approved, it will normally be issued using the original payment method unless another method is agreed or required.

Where a statutory withdrawal right applies, refunds will be handled within the time limits required by applicable law. MySlimCare may be legally entitled to withhold reimbursement until returned goods are received or appropriate evidence of return has been provided.

After MySlimCare issues a refund, additional processing time may be required by your bank, card issuer or payment provider before the amount appears in your account.

Consultations & Other Services

Cancellation and withdrawal rights for consultation or other service contracts may differ from those applying to physical goods.

If you request that a paid service begins during an applicable statutory withdrawal period, different rules may apply once performance has started.

Where a service has been fully performed with the customer's express prior agreement and all statutory requirements have been satisfied, the right of withdrawal may no longer apply.

Any service-specific cancellation information provided when booking or purchasing a service forms part of this Policy.

Order Cancellation Before Dispatch

If you wish to cancel an order before dispatch, contact MySlimCare as soon as possible.

We will attempt to stop fulfilment where possible. However, once processing, dispensing, preparation or dispatch has reached a stage where cancellation cannot lawfully or practically be completed, different rules may apply.

Cancellation requests are therefore not guaranteed until confirmed by MySlimCare.

Missing or Undelivered Orders

If your delivery has not arrived within the expected delivery period, first check any available tracking information.

If the parcel appears lost or there has been no meaningful tracking update, contact MySlimCare with your order details so the shipment can be investigated with the relevant carrier.

Any refund, replacement or further remedy for a lost delivery will be determined according to the circumstances and applicable consumer law.

Refused, Unclaimed or Undeliverable Parcels

Customers are responsible for providing accurate delivery information and for taking reasonable steps to accept delivery.

If a parcel is returned because the address provided was incorrect, the parcel was refused or delivery was repeatedly unsuccessful, MySlimCare will assess the order once the shipment has been returned.

Any refund or reshipment will depend on the circumstances, the condition and type of products involved, any applicable statutory rights, and whether the products may lawfully and safely be returned to stock.

Your Statutory Consumer Rights

This Policy is intended to operate alongside, and not replace, mandatory consumer protections available under German and European Union law.

EU rules provide consumers with legal remedies for qualifying goods that are faulty or do not conform to the contract. National laws may provide additional protections.

Contact MySlimCare

To request a cancellation, return, replacement or refund, please contact MySlimCare before sending any products back.

Include your order number and enough information for the team to understand the issue.