🇩🇪Registered Clinical Assessment & Direct Delivery Across Germany
Home/Refund & Cancellation Policy
German Pharmacy Regulations

Refund & Cancellation Policy

We believe getting medical care should be honest, straightforward, and completely transparent from start to finish. When you place an order with mounjarogermany.org, you are paying for professional doctor evaluations and temperature-controlled medical shipping. Below, we explain exactly when you can cancel, how refunds work, and why German pharmacy laws handle prescription medicine differently than everyday online purchases.

Medical Assessment & Consultation Fees

  • Doctor Review Process: Once you submit your health questionnaire, our medical team begins reviewing your health history.
  • If Your Treatment Is Not Approved: If our prescribing doctor determines that Mounjaro is clinically unsuitable or unsafe for you, you will receive a 100% full refund for your medication cost automatically.
  • Cancellations Before Doctor Review: If you change your mind before our doctors have reviewed your consultation and issued a prescription (Rezept), you may contact us for a full cancellation and refund.
  • After Prescription Issuance: Once a medical review is complete and a prescription has been generated, consultation fees are non-refundable as the clinical service has been fully rendered.

Prescription Medicine Returns (German Law)

No Returns Once Dispatched: Under German law (Arzneimittelgesetz - AMG), prescription medicines cannot be returned, exchanged, or restocked once they leave the custody of the dispensing pharmacy (Apotheke).

Even if the outer carton is unopened, returned medication cannot be resold or re-dispensed to other patients for strict health, safety, and cold-chain integrity reasons.

Cancellations Before Dispatch

You may cancel your order for a full refund on the medication portion only if the pharmacy has not yet packed or dispatched your parcel.

Because temperature-sensitive orders are processed swiftly, please email support@mounjarogermany.org immediately if you need to request a cancellation.

Damaged, Defective, or Temperature-Compromised Orders

Your medication must arrive in safe, perfect condition. You are entitled to a free replacement or a full refund if:

  • The parcel arrives visibly crushed, cracked, or broken.
  • The tamper-evident safety seals on the medication box are torn or broken.
  • The cold-chain was demonstrably broken due to an extreme courier delay (e.g., delivered warm past the safe cooling window).
  • You received an incorrect dosage or wrong item.

What to do:

  1. Take clear photos of the damaged box, packaging, and product label immediately upon receipt.
  2. Email support@mounjarogermany.org within 24 hours of delivery with your order number and photos.
  3. Our team will review the case promptly and arrange an expedited replacement or issue a refund.

How Refunds Are Processed

Approved refunds are sent by bank transfer to the account you paid from.

Depending on your bank or payment provider, refunds typically take 3 to 7 business days to appear in your account.

Contact Us

If you have any questions about an order, a refund request, or an issue with your parcel, our patient support team is ready to assist: