Exchanges

If you have received the wrong item, or if you would like to exchange an unopened product for a different one, we are here to help. Please read this policy alongside our Returns & Refunds Policy and Cancellation & Order Amendment Policy.

When We Can Offer an Exchange

  • Incorrect item received: If we sent you the wrong product, we will exchange it free of charge regardless of whether it has been opened, provided you contact us within 30 days of delivery.
  • Unopened, sealed products: If you would like to exchange an unopened product for another — for example, if you ordered the wrong size or variant — please contact us within 14 days of delivery.
  • Opened or used products: Due to the hygiene-sensitive nature of skincare, we are unable to exchange opened or used products unless they are faulty or not as described. This is consistent with the hygiene exemption under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Faulty Products

If a product you received is faulty, damaged, or not as described, you have the right to a repair, replacement, or refund under the Consumer Rights Act 2015. Please contact us within 30 days of delivery with your order number and photographs of the fault. We will arrange a free return and prioritise your exchange or refund.

How to Request an Exchange

  1. Email care@medispa.shop with your order number, the item you wish to exchange, and the item you would like instead.
  2. We will confirm whether the exchange is possible (subject to availability) and provide return instructions and our returns address: [Returns address].
  3. Return the original item using a tracked service. We recommend retaining proof of postage. Return postage is at your cost for preference exchanges; we cover return postage for incorrect or faulty items.
  4. Once we receive and inspect the return, we will despatch your exchange item promptly.

Availability

Exchanges are subject to stock availability. If the item you request is unavailable, we will offer you a full refund or store credit instead.

Difference in Price

If the exchange item is of higher value, we will contact you to collect the difference before despatching. If it is of lower value, we will refund the difference to your original payment method.

Questions?

Email care@medispa.shop or call [phone].

Last updated: [date]

This policy is provided as a template. It should be reviewed by a qualified solicitor before being relied upon as legally binding terms.