Cancellation & Order Amendment Policy

We understand that plans change. This policy explains your rights and options for cancelling or amending an order, both before and after despatch. Please also see our Returns & Refunds Policy and Exchanges page.

Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days of the day after you receive your goods — no reason required. This is known as the cooling-off period.

Please note the hygiene exemption: if you have opened or used a skincare product, or broken its hygiene seal, the right to cancel on a change-of-mind basis no longer applies. Faulty or not-as-described products remain fully covered at all times.

Cancelling Before Despatch

We aim to process and despatch orders quickly. If you wish to cancel before your order is despatched:

Contact us as soon as possible at care@medispa.shop or call [phone] with your order number and name.
If your order has not yet entered fulfilment, we will cancel it and process a full refund to your original payment method within 14 days.
If your order is already with the carrier, we are unable to intercept it. In that case, please follow the returns process once it arrives.

Cancelling After Despatch (Distance Selling Cooling-Off)

If your order has already been despatched or delivered, you may still exercise your 14-day cancellation right for unopened, unsealed items:

Notify us in writing (email is sufficient) within 14 days of the day after delivery: care@medispa.shop.
Return the goods within a further 14 days of your cancellation notice to [Returns address], using a tracked service. Return postage is at your cost.
We will refund the product price plus the standard outward delivery cost within 14 days of receiving the returned goods (or proof of return, whichever is earlier).

Amending an Order

We are unable to guarantee amendments once an order has been placed, as fulfilment begins promptly. However, if you need to change a delivery address, product, or quantity, please contact us immediately at care@medispa.shop and we will do our best to assist before despatch. After despatch, amendments are not possible and you would need to follow the returns or exchange process.

What Cannot Be Amended or Cancelled

Opened or used skincare products (change-of-mind) — hygiene exemption applies.
Orders that have already been delivered and are outside the 14-day cooling-off period, except where goods are faulty.

Refund Timing

All approved refunds are processed within 14 days of the cancellation being confirmed or of us receiving the returned goods, and will be issued to your original payment method.