At Mediwell, we carefully check every order before dispatch. Please review your order as soon as it arrives and contact us promptly if there is a problem.

30-Day Incorrect Item Replacement

If we send you an item that is different from the product, size, colour or model shown in your order confirmation, please contact us within 30 days of receiving it.

Once the issue has been verified, we will arrange a replacement at no additional cost to you.

To help us resolve the issue, please provide:

• Your order number

• A description of the item received

• Clear photographs of the product and its packaging

Please do not return an item before contacting us. Items returned without prior approval may not be accepted.

Our voluntary 30-day incorrect-item policy provides a replacement rather than a refund. This does not affect any refund or cancellation rights you may have under applicable consumer law.

Damaged, Defective or Faulty Items

Please inspect your order when it arrives. Contact us as soon as possible if your item is damaged, defective, faulty or materially different from its description.

We may ask you to provide photographs or other information so we can assess the issue. Where a product is confirmed to be faulty, damaged or not as described, we will provide an appropriate remedy in accordance with applicable consumer law. This may include a repair, replacement or refund.

Mediwell will cover reasonable return costs where an item was incorrectly supplied, damaged, faulty or not as described.

Cancelling an Online Order

UK customers purchasing online normally have the right to cancel an eligible order within 14 days of receiving it, without providing a reason.

You must notify us of your decision to cancel within the 14-day cancellation period. After notifying us, you must return the eligible item within a further 14 days.

Returned products must be:

• Unused and unworn

• In their original condition

• Complete with all labels, accessories and instructions

• Returned in their original packaging where reasonably possible

• Accompanied by proof of purchase

Customers are responsible for change-of-mind return postage unless the product is faulty, damaged, incorrectly supplied or not as described.

Health and Hygiene Products

Certain sealed products may not be eligible for a change-of-mind return after the seal has been broken where they are unsuitable for return for health-protection or hygiene reasons.

This exception does not apply where an item is faulty, damaged, incorrectly supplied or not as described.

Non-Returnable Items

Unless required by law, we cannot accept returns of:

• Products made or altered to a customer’s specifications

• Personalised products

• Gift cards

• Sealed health or hygiene products after the protective seal has been broken

• Items damaged through misuse, improper care, accidental damage or normal wear and tear

Please contact us before returning any product if you are unsure whether it is eligible.

Exchanges

We do not currently offer general exchanges.

When Mediwell has shipped the wrong item, an approved replacement will be provided under our 30-day incorrect-item replacement policy.

For other eligible change-of-mind purchases, you may return the original item in accordance with this policy and place a separate order for the product you require.

Refunds

Refunds are provided where required by applicable consumer law or where expressly approved by Mediwell.

Approved refunds will be issued to the original payment method. We will process the refund without undue delay and normally within 14 days after receiving the returned goods or acceptable evidence that they have been sent back, as applicable.

Your bank, card provider or payment service may require additional time to display the refund in your account.

For an eligible cancellation, any refund of the original delivery charge will be limited to the cost of our least expensive standard delivery option. Additional charges for express or upgraded delivery are not refundable unless required by law.

We may make a reasonable deduction if returned goods have been handled beyond what is necessary to inspect their nature, characteristics and operation.

Returning an Item

You must contact us and receive return instructions before sending an item.

Approved returns should be sent to:

Mediwell
Grays Inn Road
London
WC1X 8EB
United Kingdom

Please use a tracked delivery service and keep your postage receipt until your return has been completed. Mediwell cannot be responsible for returns lost in transit where the return was arranged and paid for by the customer.

Contact Us

For return, replacement or refund enquiries, contact:

Email: mediwellstore@gmail.com

You may also contact us through the Contact page on the Mediwell website.

Your Statutory Rights

Nothing in this policy limits or excludes any rights available to you under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer-protection legislation.