Terms of Service

Last updated: 29 July 2026

1. Overview

This website is operated by Mediwell Store UK. Throughout these Terms of Service, the terms “Mediwell”, “we”, “us” and “our” refer to Mediwell Store UK.

These Terms of Service explain the conditions that apply when you visit or browse our website, create or use an account, purchase products from us, submit reviews or messages, or use any other feature or service available through our website.

Our online store is hosted by Shopify, which provides the ecommerce platform that enables us to offer and sell our products.

By accessing our website, placing an order or using any of our services, you agree to these Terms of Service, our Privacy Policy and our Returns, Replacements and Refund Policy.

Nothing in these Terms limits or removes any statutory rights you have under UK consumer law.

2. About Mediwell Store UK

Mediwell Store UK supplies health-support and everyday-comfort products, including knee supports, back supports, braces and related products.

Our trading name is Mediwell Store UK. Our address is Mediwell, Grays Inn Road, London, WC1X 8EB, United Kingdom. You can contact us by email at mediwellstore@gmail.com or through the Contact page on our website.

3. Eligibility and Account Use

You must be at least 18 years old to place an order through our website. A person under 18 may use our website only with the involvement and permission of a parent or legal guardian.

When placing an order or creating an account, you agree to provide information that is accurate, complete and current.

You are responsible for keeping your account login details confidential, preventing unauthorised access to your account, informing us promptly if you believe your account has been compromised, and ensuring that your delivery and billing information is correct.

You must not transfer, sell or provide your account to another person.

We may suspend or restrict an account where we reasonably believe it has been used fraudulently, unlawfully or in breach of these Terms.

4. Product Information

We make reasonable efforts to ensure that product descriptions, photographs, measurements, sizing guidance, prices and availability information are accurate.

Colours may appear differently depending on your screen and device settings. Packaging may occasionally differ from the images shown. Product measurements may also be subject to reasonable manufacturing tolerances.

Products may be improved or updated without notice, provided that this does not materially reduce their quality or functionality. Availability information may also change before an order is accepted.

Images are provided for illustration and purchasing guidance. Minor visual differences that do not affect the product’s essential characteristics will not normally mean that the wrong product has been supplied.

Nothing in this section affects your rights where a product is faulty, damaged, incorrectly supplied or materially different from its description.

5. Health and Product-Use Information

Information provided on our website, including product descriptions, sizing information, articles and general guidance, is provided for general informational purposes only.

This information is not intended to replace professional medical advice, diagnosis or treatment.

Our products are not guaranteed to diagnose, treat, cure or prevent any medical condition unless this is expressly stated and legally authorised.

You should consult an appropriately qualified healthcare professional before using a support product if you have an existing medical condition, have recently undergone surgery, are experiencing severe, unexplained or persistent pain, have circulation, nerve or skin problems, are pregnant, or are unsure whether a product is suitable for you.

Always follow the instructions supplied with the product. Stop using the product and seek appropriate advice if it causes significant pain, numbness, swelling, irritation or other unexpected symptoms.

This section does not exclude or limit any responsibility we have for supplying safe and legally compliant products.

6. Orders and Contract Formation

When you place an order, you are making an offer to purchase the products shown in your order.

After you submit an order, we may send an acknowledgement email confirming that we have received it. This acknowledgement does not necessarily mean that your order has been accepted.

Unless we tell you otherwise, a contract between you and Mediwell is formed when we send you a dispatch confirmation or otherwise confirm that your order has been accepted.

We may decline or cancel an order before acceptance if a product is unavailable, payment cannot be authorised, your delivery information is incomplete or invalid, we identify an obvious pricing or product-information error, we reasonably suspect fraud or unauthorised activity, legal or delivery restrictions prevent us from fulfilling the order, or the quantity ordered appears to be intended for unauthorised resale.

If we cancel an order after taking payment, we will refund the relevant amount to the original payment method.

Products sold through our website are intended primarily for personal and household use and not for unauthorised commercial resale.

7. Order Changes and Cancellations

Please review your order carefully before submitting it.

Contact us promptly if you need to request a change or cancellation. We cannot guarantee that an order can be changed or cancelled once it has entered processing or has been dispatched.

Your legal right to cancel an eligible online purchase after delivery is explained in our Returns, Replacements and Refund Policy.

8. Prices and Payment

Prices are displayed in pounds sterling unless otherwise stated.

Prices include VAT where applicable. Any delivery charges or other mandatory charges will be clearly displayed before you complete checkout.

Standard UK delivery may be offered free of charge as stated on our website. Any exceptions or additional delivery charges will be shown before payment.

We accept the payment methods displayed at checkout. By placing an order, you confirm that you are authorised to use the selected payment method, the information you provide is accurate, and sufficient funds or credit are available to complete the purchase.

Payment may be processed by Shopify Payments or another third-party payment provider. We do not normally receive or store your complete card details.

9. Pricing Errors

We take reasonable care to ensure that product prices are correct.

If we discover an obvious pricing error before accepting your order, we may contact you and provide the option to purchase the product at the correct price or cancel the order.

We will not charge a higher price without your agreement.

If an order affected by a pricing error is cancelled after payment has been taken, the relevant payment will be refunded.

10. Promotions and Discount Codes

Promotions, discount codes and special offers may be subject to additional conditions.

Unless otherwise stated, promotions cannot be combined, discount codes have no cash value, codes may be restricted to particular products, customers or dates, and discounts must be applied before checkout is completed.

Promotions may be withdrawn or changed before an order is placed.

We may reject or cancel the use of a promotion where it has been used fraudulently, unlawfully or contrary to its stated conditions.

Your statutory rights are not affected by purchasing an item during a sale or promotion.

11. Delivery

We deliver to the locations shown during checkout.

Any delivery date or timeframe displayed is an estimate unless we expressly agree to deliver on a specific date.

Unless another delivery period is agreed, we will deliver your order without undue delay and normally no later than 30 days after the contract is formed.

We are not responsible for delays caused by events outside our reasonable control, but we will take reasonable steps to keep you informed and minimise the effect of the delay.

You are responsible for providing a complete and accurate delivery address.

Please contact us promptly if your parcel has not arrived within the expected timeframe, tracking states that the parcel was delivered but you have not received it, the packaging appears seriously damaged, or items are missing from the parcel.

The products remain our responsibility until they are delivered into your physical possession or the possession of a person you identified to receive them.

Where you independently arrange a carrier that was not offered by us, responsibility may pass when the products are handed to that carrier, as permitted by law.

12. Incorrectly Supplied Items

Mediwell provides a voluntary 30-day replacement policy where we ship an item that is different from the product, size, colour or model shown in your order confirmation.

You must contact us within 30 days of receiving the order and provide your order number, a description of the issue, and clear photographs of the item and packaging where requested.

Once the issue has been verified, we will arrange an appropriate replacement at no additional cost.

Our voluntary 30-day incorrect-item policy normally provides a replacement rather than a refund. This does not affect any refund, cancellation or other remedy to which you may be legally entitled.

13. Returns, Refunds and Faulty Products

Returns, replacements, cancellations and refunds are governed by our Returns, Replacements and Refund Policy.

UK customers purchasing eligible products online normally have the right to notify us of cancellation within 14 days after receiving their order.

Certain exceptions may apply, including sealed products that become unsuitable for return for health-protection or hygiene reasons after the seal has been broken.

Products must be of satisfactory quality, fit for their usual purpose and as described.

If an item is faulty, damaged, incorrectly supplied or materially different from its description, please contact us promptly.

Depending on the circumstances and your legal rights, an appropriate remedy may include a repair, replacement, price reduction or refund.

Nothing in our policies removes or restricts your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer-protection legislation.

14. Product Ownership and Resale

Products purchased from us are intended for lawful personal or household use.

You must not resell products while falsely claiming to be authorised by Mediwell, alter or remove product safety information, use our branding in a misleading manner, sell counterfeit or modified products under the Mediwell name, or export or resell products where doing so would break applicable law.

Ownership of products passes to you after we have received full payment and the products have been delivered.

15. Intellectual Property

The content available through our website, including our trading name, logos, product photography, graphics, text, product descriptions, videos, page designs, icons, software and branding materials, is owned by or licensed to Mediwell, Shopify or the relevant rights holder.

This content is protected by applicable intellectual-property laws.

You may access and use the website for personal, non-commercial shopping purposes.

Without our prior written permission, you must not copy or republish substantial parts of the website, use our images or descriptions for commercial resale, modify or create misleading versions of our branding, scrape or systematically extract website content, use our trade name or logo in a way that suggests an unauthorised association, or remove copyright, trademark or ownership notices.

Nothing in these Terms transfers ownership of our intellectual property to you.

16. Reviews, Feedback and User Content

Where we allow customers to submit reviews, photographs, suggestions or other content, you confirm that the content is based on your genuine experience where presented as a review, that you own the content or have permission to submit it, and that it is accurate to the best of your knowledge.

You must also ensure that the content does not infringe another person’s rights and is not unlawful, threatening, abusive, discriminatory, defamatory, misleading, or harmful.

Submitted content must not contain malware, spam or unauthorised advertising.

You grant us a non-exclusive, worldwide, royalty-free licence to display, reproduce, format and use submitted content for operating and promoting Mediwell.

You continue to own your original content.

We may moderate or remove content that breaches these Terms, but we are not required to publish every submission.

We will not knowingly create or present fabricated customer reviews as genuine customer experiences.

17. Third-Party Tools and Links

Our website may include services, tools, payment options or links provided by third parties.

These may include payment processors, delivery carriers, analytics providers, social-media platforms and embedded website functions.

Third-party services may be governed by their own terms and privacy policies. We are not responsible for the independent content or practices of third-party websites.

Nothing in this section excludes responsibility that we cannot legally exclude, including responsibility relating to services we use to fulfil our contract with you.

18. Shopify

Our store is hosted by Shopify.

Shopify provides the technology used to operate our online store, but products purchased from Mediwell are sold by Mediwell Store UK.

Your sales contract is with Mediwell and not with Shopify.

Shopify may process certain information as described in our Privacy Policy and Shopify’s applicable privacy information.

19. Privacy and Personal Information

We process personal information in accordance with our Privacy Policy and applicable data-protection law.

Information may be shared with service providers where reasonably necessary to process payments, fulfil and deliver orders, provide customer support, prevent fraud, maintain website security, comply with legal obligations, and provide marketing where you have consented or another lawful basis applies.

Please review our Privacy Policy for more information about how your personal information is collected, used, stored and shared.

20. Prohibited Uses

You must not use our website or services for an unlawful or fraudulent purpose, to infringe intellectual-property or privacy rights, to harass, threaten or harm another person, or to submit false or misleading information.

You must not distribute malware or harmful code, interfere with website security, gain unauthorised access to accounts or systems, carry out fraudulent payment activity, send spam or unauthorised advertising, scrape or copy website data in an excessive or harmful manner, impersonate Mediwell or another person, or avoid purchasing limits or security controls.

We may restrict or terminate access where reasonably necessary to protect customers, our business, Shopify or other service providers.

21. Website Availability and Errors

We aim to keep our website available and accurate, but we do not guarantee that access will always be uninterrupted or error-free.

We may temporarily suspend or restrict access for maintenance, security updates, technical problems, legal compliance or events outside our reasonable control.

We may correct typographical errors, inaccurate descriptions, pricing mistakes, availability errors or other omissions.

Where a correction materially affects an accepted order, we will contact you and respect any cancellation or refund rights that apply.

22. Our Responsibility to Consumers

If we fail to comply with these Terms, we are responsible for loss or damage that is a foreseeable result of our breach or our failure to use reasonable care and skill.

We are not responsible for loss or damage that was not reasonably foreseeable when the contract was formed.

We supply products for personal and household use. Unless we expressly agree otherwise, we are not responsible for business losses, including loss of profit, loss of revenue, loss of business, loss of opportunity or business interruption.

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory consumer rights, defective products where liability cannot legally be excluded, and any other matter for which liability cannot legally be limited.

23. Events Outside Our Control

We are not responsible for failure or delay caused by events outside our reasonable control.

Such events may include severe weather, transport disruption, carrier interruption, industrial action, network failure, cyber incidents, natural disasters, government action or supply-chain disruption.

Where such an event affects your order, we will take reasonable steps to inform you and minimise disruption.

Your cancellation and refund rights will continue to apply where required by law.

24. Suspension and Termination

You may stop using our website at any time.

We may suspend or terminate access where you materially breach these Terms, misuse the website or create a reasonable security, legal or fraud risk.

Termination will not affect rights and obligations that arose before termination, payment obligations relating to completed orders, returns, refunds, statutory consumer rights, or provisions intended to continue after termination.

25. Changes to These Terms

We may update these Terms to reflect changes to our services, business practices, legal or regulatory requirements, or security and technical developments.

The latest version will be published on this page with an updated revision date.

Changes will normally apply to future website use and future orders. The terms applying when an order was accepted will generally continue to govern that order unless a legal requirement applies otherwise.

26. Severability

If any part of these Terms is found to be unlawful, invalid or unenforceable, that part will be removed or limited only to the extent necessary.

The remaining provisions will continue to apply.

27. No Waiver

If we do not immediately enforce a provision of these Terms, this does not mean that we have waived our right to enforce it later.

28. Entire Agreement

These Terms, together with our Privacy Policy, Returns, Replacements and Refund Policy and any additional conditions clearly presented during checkout, form the agreement between you and Mediwell relating to your purchase and use of our services.

Nothing in this section excludes liability for fraud or prevents you from relying on rights provided by law.

29. Governing Law and Disputes

These Terms and contracts made through our website are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you will retain any mandatory consumer protections available where you live.

We encourage you to contact us first so we can attempt to resolve any complaint directly.

Nothing in these Terms prevents you from bringing a claim in a court that has jurisdiction under applicable consumer law.

30. Contact Information

Questions about these Terms, an order or our services may be sent to Mediwell Store UK at Mediwell, Grays Inn Road, London, WC1X 8EB, United Kingdom.

You can contact us by email at mediwellstore@gmail.com or through the Contact page on our website.