Last updated: 16.12.2025.
This Refund & Return Policy explains how withdrawals (change of mind), returns, refunds, replacements, and complaints are handled for purchases made on med-vet.eu.
Seller / Contact Information
Med & Vet (med-vet.eu)
c/o “Union Balkans Business” LTD
157A G.S. Rakovski Str., fl. 1
Sofia 1000, Bulgaria
Phone: +359 879 987 882
Email: info@med-vet.eu
Business hours: 11:00 – 18:00 (CET)
1. Right of Withdrawal (EU consumers – change of mind)
If you are an EU consumer purchasing online, you have the right to withdraw from your purchase within 14 days from the day you receive the goods, without giving a reason, except where legal exceptions apply as described below.
To exercise the right of withdrawal, please email info@med-vet.eu with the following information:
- Order number
- Item(s) you wish to return
- Delivery date
- Your full name and return address
After notifying us of your withdrawal, the goods must be sent back within 14 days.
2. Supplements and safety seals (important return limitations)
Due to the nature of food supplements and consumer safety requirements, returns are only accepted for completely unopened and unused products.
Returns are not accepted for:
- Any product where the outer packaging or tamper-evident seal has been opened or broken
- Products removed from original packaging
- Products showing signs of use, improper storage, contamination, moisture or heat exposure
- Products with missing, altered, or damaged labels, batch/lot numbers, or safety seals
Once a product has been opened, it is considered outside of controlled storage conditions and cannot be resold or returned for safety reasons.
These limitations apply in accordance with applicable EU consumer protection and food safety regulations.
3. When returns are accepted (eligible cases)
A return may be accepted only if:
- The package is unopened, unused, and intact, and
- The product is returned in its original packaging with all labels and safety seals intact
If the package has been opened, a return may be accepted only in the following cases:
- Wrong product(s) delivered
- Missing product(s) in the shipment
- Product(s) damaged during transport
In such cases, one or all items may be eligible for return or replacement, depending on the issue.
We may request photo evidence before authorizing a return.
4. Wrong item, missing item, or damage in transit
If you receive an incorrect item, if an item is missing, or if the parcel or products are damaged, you must contact info@med-vet.eu within 72 hours (3 days) from delivery.
Please include:
- Order number
- Photos of the outer box
- Photos of the inner packaging and affected item(s)
- Photo of the shipping label with tracking number visible
- A brief description of the issue
Based on the case and stock availability, we will offer an appropriate solution, such as replacement shipment, partial refund, or full refund.
5. Quality concern or adverse reaction
If you notice a potential quality issue (such as unusual odor, color, or damaged seal) or experience an adverse reaction:
- Stop using the product immediately
- Contact info@med-vet.eu
- Provide photos of the product, expiry date, and batch/lot number
Please keep the product and packaging, as they may be required for review or investigation. Further instructions will be provided after assessment.
6. Refunds (timing, method, shipping costs)
If a refund is approved:
Refunds for returned products are issued to the original payment method used for the purchase, unless otherwise expressly agreed between the customer and Med & Vet.
Refunds are processed within 14 days from the day we receive the returned goods or acceptable proof of return shipment, where applicable.
Return shipping costs
Change-of-mind withdrawal:
In cases of withdrawal based on a change of mind, the customer bears the cost of return shipping.
Our error (wrong item delivered) or confirmed transit damage:
If the return is due to our error or confirmed damage during transport, Med & Vet bears the return shipping costs.
In such cases, the customer must provide a valid receipt or other acceptable proof of the return shipping costs.
Verified return shipping costs will be added to the approved reimbursement amount and wired to the customer’s bank account.
For this purpose, the customer may be requested to provide their bank account details necessary to complete the reimbursement.
7. Refused delivery / incorrect address / uncollected parcel
If a parcel is returned due to an incorrect address, refusal of delivery, or failure to collect the shipment from a pickup point, we may offer:
- Re-shipment, or
- Refund minus applicable return shipping and courier handling costs
The customer will not be charged Med & Vet order processing or handling fees in such cases.
8. Returns process and return address
Please contact us before sending any return to receive instructions.
All approved returns must be sent to the following address:
Return to:
Med & Vet (med-vet.eu)
c/o “Cargo Planet” LTD
Skladova baza – zad sgradata na Universal Komers
Sofia 1220, Bulgaria
Phone: +359 879 987 882
Email: info@med-vet.eu