The short version: if we got it wrong or the parcel arrives damaged, we fix it at our cost. Sealed, unopened products can be returned within 14 days. Opened injectables cannot be returned — EU law and patient safety both say so.
What Can Be Returned?
| Situation | Eligible? | What we do |
|---|---|---|
| Wrong item shipped by us | Yes — report within 48 hours | Replacement or full refund, return shipping on us |
| Damaged or defective on arrival | Yes — report within 48 hours with photos | Replacement or full refund |
| Unopened product, seal intact, original packaging | Yes — within 14 days of delivery | Refund after inspection; return shipping paid by the customer |
| Opened, unsealed or used product | No | Sealed health products are exempt from withdrawal once unsealed (Art. 16(e), Directive 2011/83/EU) |
Your 14-Day Right of Withdrawal (EU)
If you purchase as a consumer in the EU, you may withdraw from your purchase within 14 days of delivery without giving a reason, in line with Directive 2011/83/EU. Two limits apply to our product range: (1) sealed goods that are not suitable for return for health-protection or hygiene reasons lose the right of withdrawal once their seal is broken, and (2) returned products must reach us in resaleable condition — for temperature-sensitive injectables that means seal intact and packaging undamaged. None of this affects your statutory rights in respect of faulty or misdescribed goods.
How to Start a Return
- Email us first. Write to support@fillerone.com with your order number, the product(s) concerned and — for damage claims — clear photos of the product and outer box.
- Receive your return authorisation. We reply within 1–2 business days with approval and the return address. Unauthorised returns cannot be processed.
- Ship it back. Pack the product securely in its original packaging. Unless the return is due to our error, return postage is paid by the sender and we recommend a tracked service.
Refunds
Approved refunds are issued within 14 days of the returned goods reaching us (or of your proof of return), to the original payment method. Bank-transfer refunds are sent to the account the order was paid from. We will notify you by email at each step.
Questions?
Check the FAQs or contact us at support@fillerone.com — we answer within one business day. See also Delivery & Shipping.