Return & Refund policy

FAQ

Return & Refund Policy

Refund Policy


  1. If you wish to cancel your order prior to the delivery and payment of the products, and we are not at fault, contact us to notify us of your decision. We will immediately terminate the order and refund you any amount paid for products not provided. However, we may deduct reasonable compensation from the refund for the net costs we will incur due to the contract's termination. Additionally, we will charge a carriage fee, which we will deduct from the refund if we have already dispatched the products before you informed us of your decision. If you end the contract for any reason after receiving or dispatching the products, you must pay the return costs.
  2. You can end the contract immediately and receive a full refund for any products that were not provided if you end it due to any reasons mentioned in clause "Your Right to End the Contract with Us" (refer to Terms and Conditions). In addition, you may be eligible for compensation. Consumers can change their minds within 7 days of receiving most products bought online and get a refund. However, this does not apply to products that have been unsealed for health protection or hygiene purposes, cold chain products, or products that have become inseparably mixed with other items after delivery.
  3. We will pay the return costs if the products are faulty or misdescribed. If we are collecting the products not due to faults in the products, we will charge you the same amount as our standard delivery charges. You must pay for the return costs in all other circumstances, including if you are a consumer exercising your right to change your mind.
  4. If you are eligible for a refund, we will refund you through the same payment method within 14 days of receiving the products. We may make deductions from the refund if the products have been damaged, used, or opened, or if we incur costs due to the contract's termination. Other deducations include import fee, bank transfer and so on. We will inform you of the deductions that must be made to your partial refund.

Return Policy


Our aim is to provide you with complete confidence in our services, and that's why we have a 5-day return policy. Here's how it works:

  • If you have a valid reason for not being satisfied with your purchase, simply contact our customer services department via email at office@medifella.com as soon as you receive your goods to request a return. However, please note that we cannot honor any refund if the product has been opened, used, or damaged during transit unless the product is faulty. Returns are only accepted if the product is returned in its original condition.
  • Any voucher code given by a Medi-Fella Ltd. representative will be active for 6 months only, and once the 6 months have expired, it will not be redeemable under any circumstances. Please note that this is non-negotiable. You will receive an email with your voucher code and expiry date from one of our staff, so please be mindful of the expiry date.
  • Please note that you must contact us and request a "Customer Returns Form" before returning a product, as no refund will be issued without proper authorization from one of our customer service representatives. Also, no returns will be accepted after 5 days.
  • Please allow 3-5 working days for the refund to settle in your bank account before contacting us. You are responsible for all custom fees and charges, as well as bank transfer fees.
  • Refunds will only be processed once the goods have been delivered safely back to our warehouse. If your order is delayed and still en-route, we cannot refund you. If any parcels are denied entry by customs or returned to us, you (the customer) will be charged the delivery fee and a return fee, which will be deducted from your refund.
  • Please note that any short-dated stock purchased from our "special offers" section of the website is non-refundable/exchangeable unless faulty. This means that no refund or voucher code will be honored, even if returned within our 5-day policy.
  • We do not offer free exchanges to any customers, and if you wish to exchange for another item, you must place a new order after refunding the original order or receiving a voucher code. Also, please note that we do not accept returns on any cold chain items unless they are faulty when delivered.
  • Finally, all refund requests must be sent via email to office@medifella.com so that they are traceable. We cannot accept any refund requests via phone, live chat, or website enquiry.