Returns & Refunds Policy

We want you to be completely happy with every purchase from The Medispa. This policy explains how to return goods, when refunds apply, and what your statutory rights are. It should be read alongside our Exchanges and Cancellation & Order Amendment policies.

Your Statutory Rights

Under the Consumer Rights Act 2015, all goods we sell must be of satisfactory quality, fit for their intended purpose, and as described. If a product you receive is faulty, damaged, or not as described, you are entitled to a repair, replacement, or full refund regardless of whether the product has been opened or used.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you also have a right to cancel your order for any reason within 14 days of the day after you receive your goods (the “cooling-off period”), subject to the hygiene exception detailed below.

The Hygiene Exception — Important for Skincare

Cosmetic and skincare products are subject to a statutory hygiene exemption. If a product's hygiene seal has been broken, or if the product has been opened or used, we are not obliged to accept a change-of-mind return under the Consumer Contracts Regulations. This is because opened skincare products cannot be resold for health and hygiene reasons.

Unopened, sealed products: may be returned within 14 days of delivery for a change-of-mind refund.
Opened or used products: change-of-mind returns cannot be accepted, except where the product is faulty or not as described.
Faulty or damaged products: always fully covered — see below.

How to Request a Return

Contact us within 14 days of delivery at care@medispa.shop stating your order number, the item(s) you wish to return, and the reason.
We will respond within two working days with return instructions and the returns address: [Returns address].
Pack the item securely in its original packaging where possible, and use a tracked delivery service. We recommend retaining proof of postage.
Return postage costs are at your expense for change-of-mind returns. We will cover return postage for faulty or incorrectly sent items.

Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged in transit, or not what you ordered, please contact us at care@medispa.shop within 30 days of delivery. Include your order number and photographs of the issue. We will arrange a free return and offer you a replacement or a full refund, at your preference.

Refunds

Once we receive and inspect your returned item, we will process your refund within 14 days.
Refunds are issued to your original payment method.
Standard delivery charges are refunded on faulty or mis-sent items. For change-of-mind returns, the basic outward delivery cost is refunded but any premium delivery upgrade is non-refundable.
We reserve the right to reduce refunds for any diminishment in value caused by handling beyond what is necessary to assess the product.

Non-Returnable Items

Opened or used skincare products (change-of-mind), as set out above.
Products returned outside the 14-day window without prior authorisation.
Products not in their original condition or packaging where this is due to customer mishandling.