The Return and Delivery Policy

100% Satisfaction Guaranteed

We want you to be fully satisfied when you purchase products and services online from Medkore+Elysium, and if you are not happy with the products you buy, you can return* them and we will refund you.

Medkore+Elysium makes consistent efforts to ensure the accuracy of the information in the presentations on our website. Such information may rarely contain minor inaccuracies: the photo is for information purposes and it may contain accessories not included in the standard package, the color may be different, some specifications may be altered by the manufacturer without prior notice or may contain operating errors. We are always happy to offer you clarifications and solutions to your complaints, at the following email address [email protected]

For the TOTAL or PARTIAL return of an order, you must file a return request. To file this request, you have available the Return link at the bottom of the page. After filing the return request, you will receive from a Medkore+Elysium representative the necessary instructions (confirmation of acceptance of your return according to the conditions displayed on the website, the return method, the return address, any notifications regarding the return of the amount paid, etc.) for making the return (you will receive a reply to the email sent, please also check the spam folder).

Medkore+Elysium will refund the value of the returned products (excluding any shipping fee) within 14 days from the date of written termination of the contract, but not before the date of receipt of the goods and of validation of their conformity. The refunded amount will not include the shipping fee.

TOTAL RETURN

If the customer returns the entire order, Medkore+Elysium will refund the value of the ordered products. Please note that the shipping cost for the return of products to Medkore+Elysium will be covered by the customer requesting the return. The return of the products will be made using the services of any courier company chosen by the customer, in compliance with the details mentioned in the email received after the filing of the return request.

PARTIAL RETURN

If the customer makes a partial return and keeps one or more products, Medkore will only refund the value of the products that the customer wishes to return, without refunding the shipping fee. Please be advised that once again the shipping fee for returning the products will be covered by the customer. The return of the products will be made using the services of any courier company chosen by the customer, in compliance with the details mentioned in the email received after the filing of the return request.

RETURN AND DELIVERY OF MEDKORE+ELYSIUM DNA GENETIC TESTS

The customer can order the Medkore+Elysium Genetic Tests by adding the desired services to the shopping cart and finalizing the Order by making payment using one of the indicated methods.

By finalizing the order, the customer agrees that all the information provided by him/her, which is necessary for the purchase, is correct, complete and true at the date of placing the order. By finalizing the order, the customer accepts that Medkore+Elysium representatives may contact him/her by any means available/agreed by Medkore+Elysium, in any situation where contacting the customer becomes necessary.

After finalizing the purchase, Medkore+Elysium will deliver the collection kit to the address specified in the customer order, within 3-10 working days.

If the customer decides to return the collection kit, he/she will be able to fill in the online return form that can be found at https://medkore.elysium.ro/return-and-delivery-policy/return-form/

The customer undertakes to return the products to Medkore+Elysium in a perfect condition, unused/untested, in the original sealed packaging, namely in a condition in which the products can be resold. The products will be returned together with all accessories, free samples/gifts, in their original undamaged packaging to the Medkore+Elysium address indicated by our company representative.

The refund of the value of the product (s) will be made after the actual receipt of the collection kit and upon confirmation of the sealed and compliant state of the product. After verifying and accepting the return, if a refund of the purchase price was chosen, we will process your refund payment using the method chosen by you within 14 days. The refund will include the value of the products, but not the initial shipping cost.

During the emergency period due to COVID-19, all packages are quarantined for 4 days, so all returns will be processed only after this additional period.

PURCHASE & RETURN OF INTRAVENOUS THERAPY TREATMENTS

The customer can order the Medkore+Elysium Intravenous Therapy packages by adding the desired services in the shopping cart and finalizing the order by making payment using one of the methods indicated.

By finalizing the order, the customer agrees that all the information provided by him/her, which is necessary for the purchase, is correct, complete and true at the date of placing the order. By finalizing the order, the customer accepts that Medkore+Elysium representatives may contact him/her by any means available/agreed by Medkore+Elysium and within 24-48 hrs (2 working days) after their payment is confirmed, to arrange a treatment appointment.

If the customer decides to cancel the service, he/she will be able to fill in the online return form that can be found at the following address https://medkore.elysium.ro/return-and-delivery-policy/return-form/

The customer has the right to cancel the service at least 24 hours before the treatment takes place with no specific reason and without incurring other costs, and a refund will be paid into his/her specified (bank) account within 14 working days.

Please pack the returned products carefully, as Medkore+Elysium will not refund any products that are damaged during transport.

If you wish to receive additional details please contact us at the following email address: [email protected]

The right of cancellation and the exemptions provided by law

The right to return applies only to products ordered and paid for on the medkore-elysium.ro website. The provisions of Governement Emergency Ordinance no. 34/2014 regarding the consumer’s right to return a product do not apply to legal entities or customers who choose to pick up the ordered and paid products at the Medkore+Elysium sites.

IN ACCORDANCE WITH GOVERNMENT EMERGENCY ORDINANCE NO. 34/2014 REGARDING CONSUMER’S RIGHTS UNDER CONTRACTS SIGNED WITH PROFESSIONALS,

“The consumer has the right to inform the merchant in writing on the cancellation of his/her acquisition, without incurring penalties and with no specific reason, within 14 calendar days from receipt of the product or, in the case of service providers, from the date of the signing of the contract.”

As such, within 14 calendar days from the date of receiving the products ordered and paid for online, the consumer has the right to inform SC MEDKORE+ELYSIUM SRL in writing by filing a return request using the button → Retur ← (available in the bottom of each page on the website) or by sending a request by email to [email protected] informing on his/her decision to cancel the ordered products, with no obligation to have a specific reason. SC MEDKORE-ELYSIUM SRL has the obligation to refund the value of the ordered products within 14 calendar days, if such products have been paid for, but not before the date of receipt of the returned goods.

*Under the provisions of Art. 16 (c), (d) and (e) of the Government Emergency Ordinance no. 34/2014, the consumer cannot unilaterally terminate (cannot return) product provision contracts, whose products, due to their nature, cannot be returned or can alter or deteriorate rapidly, namely: (c) the supply of products made according to the specifications of the consumer or specifically tailored (e.g. the Medkore+Elysium personalized serum, the Medkore+Elysium personalized supplements); (d) the supply of products that are likely to deteriorate or expire in a short time; (e) the supply of sealed products which cannot be returned for reasons of health protection or hygiene and which have been unsealed by the consumer;

The decrease in the value of the returned goods under Governement Emergency Ordinance no. 34/2014, Art. 14 (3)

The consumer is given the right to cancel (the right to return) in the case of home delivery purchases, precisely because he/she does not have the chance to see the products before signing the contract, and for the same reason he/she is allowed to test and verify the products bought to the extent necessary to determine their nature, characteristics and operation.

Thus, in order to determine their nature, characteristics and operation, the consumer has to handle and inspect them in the same way as he/she would be allowed to do in a physical store.

The actions that lead to a decrease in the value of the returned product are the following:

• breaking product seals and labels;
• breaking or damaging the original packaging of the product;
• scratching, soiling, staining, impregnation with external substances;
• unsealing of consumable accessories of the product;
• unsealing of personal care products, cosmetics, unsealing of supplements, unsealing of collection kits.

When upon receipt of the returned product it is found that the product shows signs of usage that may cause a decrease in its value, the product is then sent to the supplier for verification, to see if it has been handled properly, and the final value is determined by the value of the parts to be replaced and the reconditioning labor, or as the difference between the original value of the new product and the resale value of the used product. The decrease in value of the returned product, based on its deterioration state, can reach up to 90% of the initial value.

Returns

If you have an issue with a product you ordered from us, which has not been settled by the Sales Department, you can return the product. The first step is to fill in the return form.

This form must be completed in full, and we will get back to you by email or phone within 3 working days, providing you with the return instructions.