Returns & Refunds Policy

We want you to feel completely confident when shopping with The Medispa Edit. Please read the following returns information carefully before making a return. If you have any questions, our team is always happy to help.

Once an eligible return has been received and accepted in accordance with this policy, the refund will be issued automatically to the original payment method. No delivery charge will be deducted from a refund for an order that qualified for free delivery.

Can I return an item?

Due to the nature of the skincare products we sell, items cannot always be returned. Please review the criteria below before initiating a return.

You cannot return an item if:

• The product has been opened or used
• The manufacturer or factory seal is no longer in place, or the packaging has been damaged
• The item was purchased from our Outlet or Clearance section
• The product is non-returnable for hygiene reasons

If you have opened a product and are not satisfied with it, we are unable to accept a return. We do not offer a money-back guarantee on opened or used products.

You can return an item if:

• It has not been opened or used
• It is in perfect, resalable condition with all original packaging intact
• It is returned to us within 28 days of receipt of your order
• You contact our customer service team before sending the item back

You must email us before returning any items to confirm the return can be processed. Please email help@themedispaedit.com.

How do I make a return?

Once your return has been approved by our team, please follow the steps below.

Step 1 — Email us first

Contact our customer service team at help@themedispaedit.com with your order number and the item(s) you wish to return so that we can identify and process your parcel. If a return arrives without prior contact, we will assess it in accordance with this policy and your statutory rights.

Step 2 — Complete the returns form

Once your return is approved, we will email you a returns form. Please complete it in full and include it with your parcel. Returns received without a completed form cannot be processed.

Step 3 — Send your parcel

Pack your item(s) securely and send to the address below using a tracked postal or courier service. Return postage costs are at your own cost and risk. We cannot be held responsible for items lost or damaged in transit to us.

Returns Address:
The Medispa Edit
Unit 1B Gatcombe Way
Priorslee
Telford
Shropshire
TF2 9GZ

Please return to this address only. Orders may be despatched from any of our locations, but every return must be sent to our Telford address above. Returns sent to any other address cannot be processed.

Please ensure all items from the same order are returned in a single parcel where possible.

How long does a refund take?

We aim to process all returns within 3 working days of receiving your parcel. Once processed, refunds are returned to your original payment method and can take between 3 and 7 working days to appear in your account.

You will receive a confirmation email once your refund has been issued, detailing the amount refunded and the items received.

We recommend retaining your proof of postage until your return has been fully processed. Where the law applies, we will issue the refund within 14 days of receiving the returned goods or evidence that they were sent back, whichever is earlier.

Our voluntary 28-day returns policy does not limit your statutory rights in relation to goods that are faulty, not as described, or otherwise do not conform to the contract.

Returns purchased with a gift voucher

Your right to return is the same regardless of whether your order was paid for using a gift voucher, a payment card, or a combination of both.

• If your order was paid entirely by gift voucher, your refund will be credited back to your gift voucher.
• If your order was paid with a combination of gift voucher and another payment method, we will refund the alternative payment method first, with any remaining balance credited to your gift voucher.

Damaged, incorrect, or missing items

Please inspect your order carefully upon receipt and tell us about any damage, shortage, or incorrect product as soon as reasonably possible, ideally within 24 hours, with details and photographs of the packaging and contents where available. Reporting an issue after 24 hours does not remove your statutory rights.

Please contact us at help@themedispaedit.com.

To investigate a claim, we may ask for photographs or for the product and its original packaging to be returned. Where goods are faulty, damaged, missing, or incorrect, we will provide the remedy required by your statutory rights.

Faulty products

If you believe a product you have received is faulty, please report this immediately in writing to help@themedispaedit.com with detailed information about the issue.

Returns for faulty products are reviewed on a case-by-case basis. Depending on the nature of the fault, you may be asked to complete a Product Query Form, and items may be returned to the manufacturer for testing. If a return, refund, or replacement is required, we will provide full details of the process by email.

Please note: if you have a product with a faulty pump mechanism, contact us before returning it — in many cases this can be resolved by releasing an airlock in the bottle, and we can guide you through this.

Reactions to products

If you experience a reaction to a product, please report this to us in writing immediately at help@themedispaedit.com. You must notify us within 28 days of receipt of your order.

You may be required to complete a Product Reaction Authorisation Form. This must be returned within 48 hours of it being sent to you, and must be accompanied by photographs of the reaction taken within 24 hours of it occurring.

Please note: it is your responsibility to patch test any new product prior to full use and to check the compatibility of products with your existing skincare routine. We do not guarantee specific results and do not offer a money-back guarantee on the basis of product results alone.

Refused or undeliverable packages

If a parcel is returned to us because an incorrect delivery address was provided, delivery was refused, or the parcel was not collected within the carrier's timeframe, we will contact you to arrange redelivery or an eligible refund.

No administration or handling fee will be deducted. If the order qualified for free delivery, no delivery charge will be deducted from the refund.

Your statutory rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If you have any questions about your legal rights, please visit www.gov.uk/consumer-rights.

All orders are processed in GBP. Refunds are made in GBP and The Medispa Edit cannot be held responsible for any exchange rate differences at the time of processing.

Contact us

If you have any questions about your order or our returns process, please get in touch:

The Medispa Edit
Unit 1B Gatcombe Way, Priorslee, Telford, Shropshire, TF2 9GZ
Email: help@themedispaedit.com
Phone: 0330 520 0525
Website: www.themedispaedit.com

Our team is available Monday to Friday, 9am–5pm. We aim to respond to all enquiries within 2 business days.

The Medispa Edit | Authorised SkinCeuticals Stockist | www.themedispaedit.com