SHIPPING INFORMATION 

UK Delivery Information

Free Delivery

• All UK orders over £75 qualify for FREE Royal Mail First Class delivery.

• Orders of £75 or less are charged £6.15 for delivery.

Standard Delivery (Royal Mail First Class)

• Orders are typically delivered within 2–5 working days of being placed.

• If your order has not arrived within 7 working days, please contact us by phone or email so we can begin an investigation.

• Failure to notify us within this timeframe, can result in your order being classed as lost. 

Special Delivery (Royal Mail)

• Special Delivery costs £13.00.

• Delivery is expected the next working day before 1pm.

• Cut-off times:

  • 12pm (Monday–Friday)

  • 10am (Saturday)

• Orders placed after the cut-off time will be dispatched the following working day.

• If you do not receive your order within 2 working days, please email or call the clinic to make us aware. 

Signed For Service

• All parcels are sent using a signed-for service.

• A signature is required upon delivery.

Failed Delivery & Returns

• If delivery is attempted and the parcel is not collected within 14 days, it will be returned to us.

• You will be notified by email if this happens.

• We can either:

  • Redispatch the order (additional delivery charge applies), or

  • Issue a refund minus the original delivery charge and any applicable admin fees.

• If we do not receive a response within 30 working days, the case will be closed with no further action.

Responibility of the customer

• It is the customer’s responsibility to ensure that the delivery address, recipient name, and email address are entered correctly at the time of ordering. We cannot be held responsible for failed delivery attempts or delays resulting from incorrect or incomplete information provided by the customer.

 

International Shipping

Shipping Rates

• EU International Standard Delivery: £19.99

• International Shipping (Outside the EU): £60.00

Delivery Times
International orders typically arrive within 3–25 working days, depending on the destination country and location.
If your order has not arrived within this timeframe, please contact Medifine by email or telephone.

Customs & Import Charges
Orders shipped outside the UK may be subject to import duties, taxes, and VAT. These charges are the responsibility of the recipient. Medifine cannot be held liable for any additional customs fees or delays caused by customs processing.

Product Availability
Please note that not all product ranges are available for international shipping.

Customer Responsibility
Please ensure that your delivery address is entered correctly at checkout. We cannot be held responsible for failed deliveries due to inaccurate or incomplete address details provided by the customer.

If a delivery fails because of an incorrect address, we will not resend or refund the order until the parcel has been returned to us. Once received, we can either:

• Redispatch the order (additional shipping charges will apply), or

• Issue a refund minus the original delivery costs and any additional fees incurred.

Refunds & Returns

We understand that you may occasionally need to return an item. However, due to the nature of the products we sell, returns are not always possible. The information below outlines our returns policy (this does not affect your statutory rights).

Returns Eligibility

You may return an item if:

• The item is faulty, or

• The item is returned within 14 days of receipt, provided it is:

  • Unopened

  • Unused

  • Undamaged

  • In its original condition and packaging

Important:
Devices must not be used or tried before return. Devices are only eligible for return within 14 days if they are unopened, unused, and in their original condition of sale.

For products without a hygiene seal, we may be unable to offer a refund once opened. Please contact our team for clarification before ordering if you are unsure.

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Return Shipping

• All return postage costs, including any duties or taxes (where applicable), are the responsibility of the customer.

• We strongly recommend using a tracked delivery service, as Medifine Aesthetics Ltd cannot be held responsible for lost or damaged returns.

• Once we receive your return, the original postage costs incurred by us will be deducted from your refund.

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Devices & Warranty

• Devices are for personal use only, and care instructions must be followed correctly.

• Exchanges are only available for manufacturing defects and do not cover accidental damage.

• All devices include a 12-month warranty. Once this period has passed, exchanges cannot be offered.

• For devices returned due to a manufacturing defect, we must first consult the manufacturer for authorisation before a replacement can be issued.

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How to Request a Return

Before returning any item, you must contact us at:
info@medifine.co.uk

All return requests will be reviewed before approval is given.

Reactions to Products

Please note: It is the customer’s responsibility to patch test any product prior to use. Always check compatibility of any purchased products with other material facts that can affect results described.

If you have followed the above process but feel that you have had a reaction to a product, please immediately report this to Medifine via info@medifine.co.uk

Depending on the issue with the item, you may be required to complete a comprehensive Product Reaction Authorisation Form, and any item(s) in question might be sent back to the manufacturer for thorough testing. This form must be fully completed within 48 hours, including photographs of the reaction.

Reactions to Products

Please note that it is the customer’s responsibility to carry out a patch test before using any product. You should also ensure that all purchased products are suitable and compatible with other products, treatments, or conditions that may affect the expected results.

If you believe you have experienced a reaction after following the correct procedures, you must notify Medifine immediately by emailing info@medifine.co.uk.

Depending on the nature of the issue, you may be required to complete a Product Reaction Authorisation Form. The product(s) in question may also need to be returned to the manufacturer for further investigation and testing.

The Product Reaction Authorisation Form must be completed in full within 48 hours of reporting the issue and must include clear photographs of the reaction.