Return and Refund Policy
Last updated: 8 July 2026
Thank you for shopping with Diet Pharma Plus.
We want every customer to have a clear, fair, and transparent shopping experience. This Return and Refund Policy explains how returns, refunds, damaged products, incorrect deliveries, cancellations, unclaimed parcels, and withdrawal requests are handled for orders placed directly through our website:
This policy applies only to purchases made directly from Diet Pharma Plus through our official website. If you purchased a Diet Pharma Plus product through a marketplace, pharmacy platform, retailer, distributor, or third-party website, please contact the seller or platform where the purchase was made.
1. Company Information
Diet Pharma Plus (Qarni)
Geistwall 35
32312 Lübbecke
Germany
Website: www.dietpharmaplus.com
Email: info@dietpharmaplus.com
For any return, refund, cancellation, or order-related inquiry, please contact us by email.
2. About Our Products
Diet Pharma Plus sells food supplements and related wellness products.
Because food supplements are products that may be sensitive from a health protection, safety, and hygiene perspective, returned products must meet the conditions explained in this policy.
In general, returned products must be:
- Unopened
- Unused
- Sealed
- In their original packaging
- In clean and resellable condition
We cannot normally accept returns of opened, unsealed, used, damaged, or unsuitable food supplement products unless the product is defective, damaged upon delivery, incorrect, or your statutory rights apply.
3. 14-Day Right of Withdrawal for Consumers
If you are a consumer in the European Union, you generally have the right to withdraw from an eligible online purchase within 14 days without giving any reason.
The withdrawal period begins on the day on which you, or a third party nominated by you who is not the carrier, receives the goods.
If your order is delivered in multiple parcels or separate deliveries, the withdrawal period may begin on the day on which you, or a third party nominated by you who is not the carrier, receives the last item.
To exercise your right of withdrawal, you must clearly inform us of your decision to withdraw from the contract before the withdrawal period expires.
You may contact us by email at:
Your withdrawal request should clearly state that you wish to withdraw from your purchase. You do not need to provide a reason, although you may do so voluntarily.
4. How to Request a Return or Withdrawal
Before sending any product back to us, please contact us first. This helps us identify your order, confirm the correct return procedure, and process your request faster.
Please include the following information:
- Your full name
- Order number
- Email address used for the order
- Product name
- Quantity you wish to return
- Whether the product is unopened, sealed, damaged, defective, or incorrect
- Reason for return, optional
- Clear photos, if the product is damaged, defective, incorrect, or affected by a delivery issue
After receiving your request, we will review the information and provide return instructions where applicable.
Please do not send products back without contacting us first.
5. Return Address
Eligible products should be returned to:
Diet Pharma Plus (Qarni)
Geistwall 35
32312 Lübbecke
Germany
Please make sure the parcel is packed securely to avoid damage during return shipping.
We recommend using a trackable shipping service and keeping your proof of postage until your return has been fully processed.
6. Return Deadline After Withdrawal
If you exercise your right of withdrawal, you must send the goods back to us without unnecessary delay and, in any case, no later than 14 days from the day on which you informed us about your withdrawal.
The deadline is met if you send the goods before the 14-day return period has expired.
7. Condition of Returned Products
Returned products must normally be:
- Unused
- Unopened
- Sealed
- In their original packaging
- In clean and resellable condition
- Returned with all original labels, seals, lids, boxes, leaflets, accessories, and packaging, where applicable
For food supplements, we may refuse a return if the product has been opened, unsealed, used, damaged after delivery, contaminated, altered, or is no longer suitable for resale for health protection or hygiene reasons.
This includes, but is not limited to:
- Opened bottles
- Opened jars
- Opened pouches
- Opened sachets
- Broken safety seals
- Removed protective films
- Damaged tamper-evident packaging
- Products exposed to unsuitable storage or handling conditions after delivery
This does not affect your statutory rights if the product is defective, damaged, incorrect, or otherwise not in conformity with the contract.
8. Products That Cannot Normally Be Returned
We may refuse returns for the following products:
- Opened food supplements
- Unsealed food supplement bottles, jars, packs, sachets, or pouches
- Used products
- Products with broken, removed, or damaged safety seals
- Products with missing or damaged original packaging
- Products not suitable for return due to health protection or hygiene reasons after opening
- Products damaged due to customer handling
- Products returned after the applicable return period
- Products not purchased directly from our website
- Products returned without proof of purchase
- Products returned without prior contact where the order cannot be identified
- Products affected by improper storage, misuse, or handling after delivery
This section does not limit your statutory consumer rights.
9. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible at:
Please include:
- Order number
- Full name
- Email address used for the order
- Clear photos of the product
- Photos of the outer packaging
- Photos of the shipping label
- Description of the issue
- Whether the parcel appeared damaged upon delivery
After reviewing the issue, we may offer one or more of the following solutions:
- Replacement
- Refund
- Partial refund
- Return instructions
- Additional support depending on the case
Please do not dispose of the product, packaging, shipping label, or damaged parcel before contacting us, as photos or inspection may be required.
If the product is confirmed to be defective, damaged, or incorrect due to our mistake or a delivery issue, we will review the matter fairly and in accordance with applicable law.
10. Return Shipping Costs
If you return a product because you changed your mind, ordered the wrong item, no longer want the product, or wish to withdraw from an eligible purchase, you are usually responsible for the direct cost of return shipping.
If the product is defective, damaged, incorrect, or the issue was caused by our mistake, we will review the case and may provide return shipping support, a replacement, or a refund, depending on the circumstances.
Original shipping costs may be refunded only where required by law. If you selected a delivery method more expensive than the standard delivery option offered by us, additional delivery charges may not be refunded.
11. Refund Process
Once we receive your returned product, we will inspect it.
If the return is approved, the refund will be processed using the original payment method, unless otherwise agreed.
We may refuse or reduce the refund if:
- The product has been opened
- The safety seal has been broken
- The product has been used
- The product has been damaged
- The original packaging is missing
- The product is not suitable for resale due to hygiene or health protection reasons
- Accessories, labels, inserts, or parts are missing
- The loss in value was caused by handling beyond what was necessary to inspect the product
- The returned item does not match the product purchased from us
- The return is outside the applicable return period
You are responsible for ensuring that returned products are properly packed and protected during return shipping.
12. Refund Timeframe
Eligible refunds will be processed without unnecessary delay after your return has been received and inspected.
Where the statutory right of withdrawal applies, we will process refunds in accordance with applicable consumer law. We may withhold the refund until we have received the returned goods or until you provide proof that the goods have been sent back, whichever occurs first.
Depending on your payment provider, bank, card issuer, or payment method, it may take additional time for the refund to appear in your account after it has been processed by us.
13. Exchanges
We may offer exchanges depending on product availability and the condition of the returned product.
Please contact us before sending anything back.
Exchanges are not guaranteed and are handled case by case. If an exchange is not possible, we may offer a refund or another suitable solution where applicable.
For hygiene and health protection reasons, opened or unsealed food supplements cannot normally be exchanged.
14. Cancelled Orders
If you want to cancel an order, please contact us as soon as possible at:
If the order has not yet been processed, packed, dispatched, or handed over to the delivery carrier, we may be able to cancel it and issue a refund.
If the order has already been processed or shipped, cancellation may no longer be possible. In that case, you may need to receive the parcel first and then follow the return or withdrawal procedure, where applicable.
Submitting a cancellation request does not guarantee that the order can be cancelled before dispatch.
15. Refused, Unclaimed, or Undeliverable Parcels
If a parcel is returned to us because it was refused, not collected, or the delivery address was incorrect, incomplete, inaccessible, or unavailable, we may deduct reasonable costs from the refund.
These costs may include:
- Original shipping costs
- Return shipping costs
- Carrier charges
- Handling costs
- Other reasonable costs caused by failed delivery
If the parcel could not be delivered due to our mistake, we will review the case and provide a fair solution.
Please make sure your delivery address, postal code, name, phone number, and email address are correct before placing an order.
16. Incorrect or Incomplete Address
Customers are responsible for providing a complete and accurate delivery address at checkout.
We are not responsible for failed delivery caused by:
- Incorrect house number
- Missing apartment number
- Wrong postal code
- Wrong city or country
- Incomplete name
- Unavailable recipient
- Refusal of delivery
- Failure to collect the parcel on time
- Delivery restrictions at the address
If an order is returned to us due to incorrect or incomplete address details, additional shipping costs may apply if you request reshipment.
17. Bundle Deals, Discounts, Coupons, and Promotions
If you return part of an order purchased with a discount, bundle deal, coupon, promotional offer, free gift, or minimum order value discount, the final refund amount may be adjusted.
For example, if a discount was applied because a minimum quantity or minimum order value was reached, and the return means the order no longer qualifies for that discount, the refund may be recalculated accordingly.
If a free gift was included with the order, we may require the free gift to be returned as well. If the free gift is not returned, its value may be deducted from the refund where legally permitted.
18. Partial Returns
If you return only part of your order, we will calculate the refund based on the returned item or items.
Any shipping costs, promotional discounts, bundle reductions, or coupon values may be adjusted fairly according to the final value of the items you keep.
Partial returns are accepted only if the returned products meet the conditions of this policy.
19. Proof of Purchase
To process a return, refund, replacement, or complaint, we may ask for proof of purchase.
Acceptable proof may include:
- Order confirmation email
- Invoice
- Order number
- Payment confirmation
- Email address used for the order
We may refuse a return or refund request if we cannot verify that the product was purchased directly from our website.
20. Products Purchased from Third Parties
This policy applies only to products purchased directly from Diet Pharma Plus through our official website.
If you purchased a product from a marketplace, online platform, reseller, pharmacy, distributor, or retail partner, please contact that seller directly.
We cannot normally process refunds for products purchased from third-party sellers because payment, delivery, return handling, and customer service are managed by the seller or platform where the purchase was made.
21. Food Supplements Disclaimer
Food supplements are not medicines and are not intended to diagnose, treat, cure, or prevent any disease.
Before using any product, please read the product label, ingredients, recommended daily intake, warnings, and instructions carefully.
Do not exceed the recommended daily intake.
Food supplements should not be used as a substitute for a varied and balanced diet and a healthy lifestyle.
Keep out of reach of young children.
If you are pregnant, breastfeeding, taking medication, have a medical condition, have allergies, or are unsure whether a product is suitable for you, please consult a qualified healthcare professional before use.
22. Your Statutory Rights
This Return and Refund Policy does not limit or exclude your statutory consumer rights under applicable law.
If a product is defective, damaged, incorrect, or not in conformity with the contract, you may have rights under applicable consumer protection laws.
Nothing in this policy is intended to reduce rights that cannot legally be excluded or limited.
23. Model Withdrawal Form
You may use the following model withdrawal form, but it is not mandatory.
To:
Diet Pharma Plus (Qarni)
Geistwall 35
32312 Lübbecke
Germany
Email: info@dietpharmaplus.com
I hereby give notice that I withdraw from my contract for the purchase of the following goods:
Product name:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Customer email address:
Date:
Signature, only if this form is sent on paper:
24. Contact Us
If you have any questions about returns, refunds, damaged products, incorrect deliveries, cancellations, or your right of withdrawal, please contact us at:
Diet Pharma Plus
Geistwall 35
32312 Lübbecke
Germany
Website: www.dietpharmaplus.com
Email: info@dietpharmaplus.com