Return & Refund Policy

Clear, fair, and transparent return, replacement, and refund rules for European Union (EU), EEA, and international customers of Driada Medical Shop.

1. Statutory 14-Day Right of Withdrawal (EU / EEA Customers)

In accordance with Directive 2011/83/EU on Consumer Rights, customers residing in the European Union (EU) and European Economic Area (EEA) have the statutory right to withdraw from their purchase contract within 14 calendar days without giving any reason.

• Withdrawal Period: The 14-day withdrawal period expires 14 calendar days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods.
• How to Exercise the Right of Withdrawal: To exercise the right of withdrawal, you must inform us (info@driadamedicalshop.to) of your decision to withdraw from the contract by an unequivocal written statement (e.g., an email stating your Order ID, full name, and items to be returned) before the 14-day period expires.

2. Return Eligibility & Sealed Product Hygiene Conditions

Because our catalog consists of sealed laboratory, pharmaceutical-grade, and health-related compounds that require strict temperature and sterility control, returned items must meet the following conditions pursuant to Article 16(e) of Directive 2011/83/EU (health protection and hygiene exemption):

• Unopened & Factory Sealed: Products must be unused, unopened, and in their original outer box with all factory blister packs, vial flip-off caps, and hologram security authentication seals completely intact.
• Non-Returnable Items: Any product whose security seal, blister, or vial cap has been opened, broken, tampered with, or partially used after delivery cannot be accepted for a change-of-mind return due to health protection, sterility, and safety regulations.
• Return Timeframe After Notification: Once your return request is approved with a Return Merchandise Authorization (RMA), you must dispatch the goods back to our designated European return facility within 14 calendar days.

3. Damaged, Defective, or Incorrect Items (100% Coverage)

If your order arrives with broken vials, damaged packaging, defective items, or an incorrect product different from what you ordered:

• Report Within 7 Days: Please email info@driadamedicalshop.to within 7 days of delivery with your Order ID and clear photos/video of the shipping label and damaged/incorrect items.
• Zero Cost Resolution: We will provide either a 100% free replacement shipment (with all shipping costs covered by us) or a full 100% refund, according to your preference.

4. Step-by-Step Return Procedure & Return Shipping Costs

1. Step 1 – Request RMA: Contact our support team at info@driadamedicalshop.to with your Order ID and reason for return.
2. Step 2 – Receive Return Instructions: Within 24 hours, our team will issue an RMA number and provide the exact European return warehouse address. Do not send parcels back without an RMA number, as unannounced parcels cannot be matched by our logistics hub.
3. Step 3 – Ship with Tracking: Pack the sealed items securely and ship via a tracked postal/courier service. Provide the return tracking code to info@driadamedicalshop.to.
4. Return Shipping Costs:
   • Defective / Damaged / Wrong Item: Return shipping or free replacement is 100% covered by Driada Medical Shop.
   • Standard 14-Day Change-of-Mind Withdrawal: The customer is responsible for the direct cost of returning the sealed goods.

5. Refund Processing Timeline & Reimbursement Method

• Inspection & Approval: Once your returned parcel arrives at our facility, our quality control team inspects the security seals within 1–2 business days and sends you an email confirmation.
• Refund Window: Approved refunds are issued within 5 to 14 calendar days of receiving the returned goods (or proof of return dispatch).
• Refund Method: Refunds are reimbursed in Euros (EUR / €) via the same payment method used for the initial transaction (SEPA Bank Transfer to your IBAN or Cryptocurrency to your designated wallet address) at zero refund fee.
• Pre-Dispatch Order Cancellation: If you request to cancel an order before it has been dispatched from our warehouse, a 100% full refund is processed within 24–48 hours.