This policy explains your rights regarding cancellations, returns, and refunds when ordering from EU Slim Store. Because we dispense regulated prescription medications, our returns process differs significantly from standard online retail — and there are legal reasons for these differences that we explain in detail below. We’ve designed this policy to be transparent, fair, and fully aligned with EU and Netherlands consumer protection law.

The Most Important Thing to Know First

Prescription medications that have been properly dispensed cannot be returned for refund. This is not an EU Slim Store policy — it’s a regulatory requirement that applies to every licensed pharmacy across the EU, EEA, and Netherland. Once a medication has been dispensed specifically for you, it cannot be re-sold or re-dispensed to another patient for health and safety reasons.

However, this exception does not mean you have no rights. You retain full rights to:

✓ Cancel before your prescription is dispensed
✓ Receive a replacement if your order is damaged, wrong, or compromised
✓ Receive a refund where we cannot fulfil your order
✓ Receive a refund if any product is genuinely defective or counterfeit
✓ Return non-prescription accessories within specific conditions
✓ Escalate any unresolved issue to national regulators

This page explains all of these rights in detail.

What You CAN Cancel Without Cost

1. Before Doctor Review

After you submit a consultation but before a doctor has reviewed it, you can cancel at any time at no cost. Email [SUPPORT@EUSLIMSTORE.COM] with your consultation reference number, and we’ll withdraw your submission from the review queue. No payment is taken at this stage, so there’s nothing to refund.

2. After Doctor Approval But Before Payment

If your doctor approves treatment but you decide not to proceed, simply don’t complete payment. The approval expires after [7 days — UPDATE WITH ACTUAL WINDOW] and the consultation closes. You incur no charges and have no obligations. Doctor consultation is genuinely free.

3. After Payment But Before Dispensing

If you’ve paid but the pharmacy hasn’t yet dispensed your prescription, you can cancel for a full refund. This window is short — typically only a few hours, sometimes less — because we begin dispensing immediately after payment to ensure fast delivery. Contact patient support immediately at [SUPPORT@EUSLIMSTORE.COM] if you need to cancel.

4. After Dispensing But Before Dispatch (Limited Window)

In rare circumstances where dispensing has occurred but the parcel hasn’t yet been collected by the courier, partial refunds may be possible at our discretion — typically refunding the courier fee portion while the medication dispensing cost is non-refundable. This depends on whether the dispensed medication can be returned to stock under regulatory rules (typically only for sealed shelf-stable products).

What You CANNOT Cancel or Return

1. Dispensed Prescription Medications

Once your prescription has been dispensed specifically for you, packaged, and dispatched, the medication cannot be returned for a refund. This includes:

All GLP-1 injection medications (Mounjaro, Wegovy, Saxenda, Ozempic, Biolide, Nevolat, Plaobes)
Prescription weight loss tablets (Xenical, Mysimba, Wegovy Pills)
Prescription ED medications (Sildenafil, Vardenafil, Spedra)

2. Opened or Used Products

Any medication where the manufacturer’s seal has been broken, where the packaging has been opened, or where the product has been partially used cannot be returned regardless of other circumstances. This applies even to non-prescription accessories where hygiene is relevant.

3. Items Where You’ve Changed Your Mind

“Buyer’s remorse” does not apply to dispensed medications. The EU Consumer Rights Directive specifically excludes prescription medications from the standard 14-day cooling-off period (more on this below). Decisions about whether to proceed with treatment should be made before the medication is dispensed.

The 14-Day Right of Withdrawal — How It Applies Here

EU Consumer Rights Directive 2011/83/EU normally provides a 14-day right of withdrawal for online purchases. Prescription medications fall under specific exemptions to this right:

Article 16(c) — exempts “goods made to the consumer’s specifications or clearly personalised.” Prescription medications dispensed specifically for an individual patient based on their medical consultation fall under this provision.
Article 16(d) — exempts “the supply of goods which are liable to deteriorate or expire rapidly.” Refrigerated medications fall under this exception once cold-chain conditions cannot be guaranteed after they leave our pharmacy.
Article 16(e) — exempts “the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.” This applies broadly to medications.

In plain language: once your medication has been dispensed and dispatched, the 14-day cooling-off period does not apply. This is true for every licensed pharmacy in the EU/EEA/UK, not just EU Slim Store. The legal exemptions exist because dispensed medications cannot be re-dispensed to another patient — there’s no legitimate “return” pathway under pharmaceutical regulation.

When You Are Entitled to a Replacement (Free of Charge)

The 14-day exception does not limit your rights when something is wrong with your order. You’re entitled to a free replacement in these situations:

1. Damaged in Transit

If your medication arrives with damaged primary packaging (broken pen, crushed blister pack, leaked liquid, etc.), we replace it free of charge. See our Warranty & Quality Guarantee page for the full damage-in-transit procedure.

2. Cold-Chain Failure

If your refrigerated medication arrives with clear evidence that cold chain has been broken — extended transit delays, damaged insulation, or visibly altered medication — we replace it free of charge with priority cold-chain redelivery.

3. Wrong Product or Wrong Dose

If we dispense and dispatch the wrong product, the wrong dose, or fail to include an item that was part of your order, we send the correct product or missing item free of charge within 24 hours of confirmation.

4. Counterfeit or Non-Genuine Product

If any medication you receive is found to be non-genuine, we replace it immediately with verified authentic product, plus refund your original payment if you prefer. We also report the incident to relevant regulatory authorities. See our Warranty & Quality Guarantee page for our authenticity guarantee.

5. Manufacturing Defect

If the medication itself has a manufacturing defect (e.g., pen mechanism doesn’t work, liquid is discoloured straight from the manufacturer), we replace it free of charge. We may ask you to return the defective unit to us for investigation with the manufacturer — return shipping is paid by us.

When You Are Entitled to a Full Refund

1. We Cannot Fulfil Your Approved Prescription

If your doctor approves treatment but we’re unable to dispense (e.g., manufacturer supply shortage, courier service unavailable in your area), you receive a full refund of any payment taken.

2. You Cancel Before Dispensing

If you cancel within the window before dispensing begins (as described above), you receive a full refund of any payment taken.

3. Your Order Is Lost in Transit and Cannot Be Replaced

If the courier confirms your parcel is lost and we’re unable to replace it within a reasonable timeframe, you receive a full refund. Most lost-parcel situations result in replacement rather than refund — see lost packages below.

4. You Refuse a Replacement Offer Where Replacement Is Inappropriate

In specific cases involving counterfeit or seriously defective products, you may prefer a refund over a replacement. We honour this preference in these specific circumstances.

5. We Materially Fail to Deliver Service

If we fail to deliver the service you paid for in a material way, you’re entitled to a refund of the affected portion of the order.

Non-Prescription Accessories — Limited Returns

Some products in our range are not prescription medications and may be returnable under more standard retail conditions, including:

For these accessories, the standard 14-day right of withdrawal under EU Consumer Rights Directive 2011/83/EU applies with important hygiene exceptions:

Sealed and unopened products can be returned within 14 days of delivery for a full refund (excluding return shipping cost)
Opened or unsealed products in personal care or hygiene categories (needles, wipes, ED pump kit) cannot be returned for health protection reasons under Article 16(e) of the Directive
Electronic devices (Swift Balance) can be returned within 14 days if returned in original sealed packaging with all original accessories

To return a non-prescription accessory, contact patient support before sending anything back. We’ll provide return instructions and an authorisation reference number. Returns received without prior authorisation may not be processed.

How to Request a Return, Replacement, or Refund

Step 1 — Contact Patient Support

Email patient support at [SUPPORT@EUSLIMSTORE.COM] with:

Your order number
The date your order was delivered (or attempted)
A clear description of the issue
What outcome you’re seeking (replacement, refund, or both)
Photographs where relevant (damage, packaging issues, the medication itself)
Your contact details for resolution

You can also raise issues through your patient portal’s secure messaging system.

Step 2 — Acknowledgement (Within 1 Business Day)

Our patient support team responds within 1 business day acknowledging your request and outlining the next steps. Straightforward issues (damaged packaging, missing items, wrong product) are often resolved with same-day dispatch of a replacement.

Step 3 — Investigation (1–5 Business Days)

For more complex situations — particularly anything involving medication quality, authenticity concerns, or pharmacy errors — we conduct a formal review. This typically takes 1–5 business days depending on complexity. You’ll receive regular updates throughout.

Step 4 — Resolution

Once investigated, we’ll either:

Dispatch a replacement order (typically within 24 hours of confirmation)
Initiate a refund to your original payment method
Both, where appropriate
Explain why your request cannot be fulfilled (with reference to applicable regulations or our policy)

Refund Mechanics & Timeline

Refund Method

Refunds are issued to the original payment method:

Credit/debit card payments — refunded to the same card used for the original purchase
PayPal — refunded to the PayPal account used for payment
Bank transfer — refunded to the originating bank account

We do not issue refunds to a different account or by an alternative method. If the original payment method is no longer valid (e.g., expired card, closed account), contact us to discuss alternative arrangements.

Refund Processing Timeline

The refund process involves two timelines:

Our processing time: Once approved, we initiate the refund within 5 business days. You’ll receive an email confirmation when the refund is initiated.
Bank processing time: Once initiated, the refund typically appears in your account within 3–10 business days depending on your bank or card issuer. Most customers see the funds within 5 business days.

Total timeline from approval to funds in your account is typically 5–15 business days. If a refund hasn’t arrived within 15 business days of our confirmation, contact us — we can provide a transaction reference number for your bank to investigate.

Partial Refunds

In some situations, partial refunds may apply:

If only part of a multi-item order is affected by an issue
If you cancel after dispensing but before dispatch (refund of courier fee portion)
If non-refundable services have been provided alongside refundable items

Any partial refund will be clearly explained before processing, with a breakdown of what is and isn’t being refunded.

Refund of Consultation Fees

Our medical consultation is always free. No payment is taken for the consultation itself, so there’s nothing to refund. You only pay if your doctor approves treatment and you proceed with the order.

Lost Packages

If your tracking shows your parcel as undelivered beyond the expected window, follow these steps:

1. Allow Additional Time

Couriers occasionally update tracking late. If your parcel is 1–2 days beyond the estimated delivery window, wait an additional day before initiating an investigation.

2. Check with Neighbours and Local Pickup Points

Couriers sometimes leave parcels with neighbours or at local pickup points without updating tracking. Check before reporting lost.

3. Contact Patient Support

If your parcel is more than 3 working days beyond the estimated delivery date with no further tracking updates, contact [SUPPORT@EUSLIMSTORE.COM]. We’ll initiate a courier investigation immediately.

4. Investigation Period

Most couriers require 5–14 days to complete a formal investigation. During this time, the parcel may be found and delivered. If the investigation confirms the parcel is lost, we proceed with replacement or refund.

5. Resolution

For confirmed lost parcels:

Replacement (preferred): We dispatch a replacement order at no charge, typically within 24 hours of confirmation
Refund: If replacement isn’t appropriate (e.g., you’ve already obtained the medication elsewhere or no longer need it), we issue a full refund

Refused or Returned Packages

If you refuse a delivery or fail to collect it within the courier’s hold period (typically 5–7 working days), the package returns to our pharmacy. For these returned packages:

Non-refrigerated medications: Redelivery is available with an additional courier fee, or we can issue a partial refund (deducting the original dispensing cost which is non-refundable)
Refrigerated medications: The original product cannot be redispensed if cold chain has been broken during the return journey. A new dispensing fee applies for a replacement, or we issue a partial refund (deducting non-recoverable costs)
Non-prescription items: Standard return processing applies; full refund issued for sealed unused items

Disputed Charges & Chargebacks

If you believe there’s an error with a charge to your card, please contact us first before initiating a chargeback with your bank. Most disputes can be resolved more quickly through direct communication than through the chargeback process, which typically takes 30–90 days.

If you’ve already initiated a chargeback, please let us know so we can provide documentation directly to your bank in support of resolution. We have a low chargeback rate and prefer to resolve concerns directly with patients rather than through bank disputes.

Allergic Reactions or Adverse Effects

If you experience an allergic reaction or unexpected adverse effect to medication you’ve received, this is a medical situation requiring immediate attention, not a returns issue:

Stop using the medication immediately
Seek medical attention — contact your local emergency services for severe reactions (difficulty breathing, swelling, severe rash), or your prescribing doctor through the patient portal for less severe reactions
Report through the Yellow Card system (or your country’s equivalent adverse event reporting system)

Adverse reactions are not grounds for a refund of properly dispensed medications, but our medical team will help you transition to alternative treatment options where appropriate. The cost of unused portions of medication discontinued for medical reasons is not refundable, as the medication itself was correctly dispensed.

Summary at a Glance

Situation	Outcome
Cancel before doctor review	Full cancellation, no payment taken
Cancel after approval but before payment	No payment taken, no obligation
Cancel after payment but before dispensing	Full refund
Cancel after dispatch (change of mind)	Not eligible — Article 16 exemptions apply
Damaged in transit	Free replacement
Cold-chain failure	Free replacement, priority dispatch
Wrong product or dose	Free replacement, no return needed
Missing items	Free dispatch of missing items
Counterfeit concern	Free replacement plus refund option
Manufacturing defect	Free replacement
Lost in transit	Replacement (preferred) or refund
Refused/returned package	Redelivery with fee, or partial refund
Allergic reaction / adverse effect	Medical support, not a refund situation
Sealed accessory return within 14 days	Full refund (customer pays return shipping)
Opened hygiene product return	Not eligible — Article 16(e) exemption

Contact Us About Returns or Refunds

General patient support: [SUPPORT@EUSLIMSTORE.COM]
Complaints & escalation: [COMPLAINTS@EUSLIMSTORE.COM]
Medical questions: Through your patient portal secure messaging
Phone:+31 637484014
Postal address: Kanaalweg 33-35, 2903 LR Capelle aan den IJssel, Netherlands
Support hours: [Monday–Friday, 09:00–18:00 CET]

Ready to start your treatment journey? Begin your free online consultation — backed by every right and protection outlined on this page.