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We want you to be happy with your purchase. This Returns & Refund Policy applies to physical products purchased from us online, including supplements, skincare and other health and wellbeing products.
Nothing in this policy affects your statutory rights under UK consumer law.
If you have purchased a product online, you have the right to change your mind and notify us that you wish to cancel your purchase within 14 days of receiving your order, subject to the exclusions set out below.
You do not need to give us a reason for cancelling.
After notifying us that you wish to cancel, you must return the eligible products to us within a further 14 days.
To be eligible for a change-of-mind return, products must be returned:
To request a return, please contact:
hello@medlineclinics.co.uk
Return address: MEDLINE WELLNESS LTD, 175 Chelmsford Road, Shenfield, Essex, CM15 8SA, United Kingdom. Please do not return products to us without first contacting us for return instructions.
For health protection, hygiene and product-safety reasons, certain sealed goods may not be suitable for return once their protective or tamper-evident seal has been broken.
Where the statutory health-protection or hygiene exception applies, your right to cancel will end once the relevant product has been unsealed after delivery.
This may include certain:
This restriction does not affect your legal rights where a product is faulty, damaged, unsafe, incorrectly supplied or otherwise does not conform to your contract.
If you are returning an eligible product because you have changed your mind, you are responsible for the direct cost of returning it to us.
We strongly recommend using a tracked postal or courier service and retaining proof of postage until your refund has been completed.
We cannot be responsible for a return parcel that is lost before it reaches us unless responsibility for the return sits with us under applicable consumer law.
Our standard UK & Ireland delivery charge is £4.95.
Orders of over £75 qualify for free standard UK & Ireland delivery, where offered at checkout.
Where you cancel an entire eligible order within your statutory cancellation period, we will refund the amount you paid for the products together with the cost of our standard delivery service, where a delivery charge was originally paid.
If you chose a delivery service costing more than our standard delivery service, we are only required to refund the equivalent cost of our standard delivery option.
Where your original order qualified for free delivery and you did not pay an outbound delivery charge, there is no outbound delivery charge to refund.
Once we have received your returned goods, or you provide satisfactory evidence that the goods have been returned where applicable, we will process any refund due without undue delay and within the timescales required by UK consumer law.
For statutory cancellation returns, this will normally be within 14 days of receiving the returned goods or receiving evidence that they have been sent back, as applicable.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.
We do not charge an administration fee for exercising your statutory right to cancel.
We may be entitled to make a deduction from a refund where the value of returned goods has been reduced because they have been handled beyond what would reasonably be necessary to establish their nature, characteristics and functioning, where permitted by law.
Please inspect your order as soon as reasonably possible after delivery.
If your product arrives:
hello@medlineclinics.co.uk
Please include:
Where goods are rejected because they are faulty or do not conform to the contract, we will meet reasonable return costs where required by law.
Your rights in relation to faulty goods are separate from the 14-day change-of-mind cancellation period.
Under the Consumer Rights Act 2015, goods must be:
Additional rights may continue after the first 30 days, including rights to repair, replacement, price reduction or a final right to reject in appropriate circumstances.
Nothing in this policy limits those statutory rights.
Supplements and skincare products can affect different people differently.
Experiencing an intolerance, sensitivity or adverse reaction does not necessarily mean that a product is defective.
If you experience an unexpected reaction, stop using the product where appropriate and contact us with:
If symptoms are severe, persistent or medically concerning, you should seek appropriate medical advice rather than continuing to use the product.
We will review reports of suspected product defects or safety concerns appropriately.
An opened or used product will not automatically qualify for a refund solely because it was unsuitable for an individual customer. However, this does not affect your statutory rights where the product itself is faulty, unsafe, not as described or otherwise fails to comply with applicable consumer law.
Where appropriate for the product, we recommend carrying out a patch test before widespread use and introducing new skincare products gradually.
Please follow all directions, warnings and precautions supplied with the product.
If purchasing multiple units of a product you have not previously used, we recommend opening and trying one unit first before opening the remaining units.
Opening multiple units may affect whether those additional units are eligible for a change-of-mind return.
Subject always to your statutory rights, we cannot normally accept a change-of-mind return for:
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Where an order cannot be delivered because the customer supplied an incorrect or incomplete address, or failed to collect a parcel after reasonable delivery/collection attempts, please contact us so that we can determine whether the order can be resent or refunded.
Any deduction for costs will only be made where permitted by law and where those costs have genuinely been incurred.
This does not affect your rights where the failed delivery was caused by us or our delivery provider.
A refund cannot ordinarily be completed until the returned goods have been received by us or, where applicable, the customer has provided appropriate evidence that the return has been sent.
We therefore strongly recommend retaining your proof of postage and tracking information.
We currently supply and deliver these products within the United Kingdom & Ireland only.
This policy is intended to operate alongside your rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in these terms is intended to exclude, restrict or override any consumer right that cannot legally be excluded or restricted.