Cancellation and Return Policy

Cancellation & Refund Policy

At Medivita, we strive to ensure our customers are satisfied with their purchases. This policy outlines the conditions for cancellations, returns, and refunds.

1. allergic reactions

Your health and safety are our top priority at Medivita.
If you experience an allergic reaction after using our product, stop use immediately and consult a doctor.
Please contact us at support@getmedivita.com with details of your reaction, preferably with supporting photos.
We review each case individually and offer a suitable solution, such as a refund or store credit.

Medivita is not liable for adverse reactions caused by individual allergies or sensitivities. Please check the ingredients carefully before use.

2. returns of unopened items

If you would like to return an unopened, unused item in its original condition, the following conditions apply:

Timeframe: Contact us within 14 days of receiving your order at support@getmedivita.com.
Condition: The item must be unopened, unused, and resellable. We reserve the right to reject returns if there are signs of opening or tampering.

Return Process & Shipping Costs:

Once approved, you’ll receive the return address.
Return shipping costs are the customer’s responsibility. We recommend using a trackable shipping service, as we are not liable for lost or damaged returns.
Please ensure secure packaging.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Refund / Exchange:

After inspection of the returned item, we will issue a refund, store credit, or exchange.
Original shipping costs are non-refundable.
For orders with free shipping, actual shipping costs will be deducted from the refund. An invoice will be provided.
Refunds will be made to the original payment method or as store credit.

Return address: Unit 12 1 Canada Square, London, E14 5AX as return address

3. returns of opened/used items (hygiene)

For hygiene and safety reasons, we do not accept returns of opened or used products – except in cases described in Section 1 (Allergic Reactions) or Section 5 (Damaged/Incorrect Items).

4. 30-day satisfaction guarantee

If you are not satisfied with the product despite correct usage, we offer the following guarantee:

Only valid for correct use with unsatisfactory results.
Claim must be made within 30 days of receiving the order.
Please contact us with your order number and a description of your experience at support@getmedivita.com.

Refund Policy:

A 15% processing fee will be deducted.
For orders with free shipping, actual shipping costs will be deducted.
Original shipping costs are non-refundable.

5. damaged or incorrect items

If you receive a damaged or incorrect item, please contact us within 7 days at support@getmedivita.com with:

Photos of the item
Photo of the shipping label
Overview of the full packaging

After reviewing your case, we will offer a replacement or full refund including shipping costs – depending on availability and your preference.

6. refund options

Full/Partial Refunds: Eligible refunds are processed to the original payment method, subject to any deductions outlined in this policy (e.g., processing fees, actual shipping costs).
Store Credit or Exchange: Customers may request store credit or exchange for an item of equal value instead of a refund, subject to any necessary adjustments for shipping fees.

7. order cancellations by customer

We understand that you may need to cancel an order. Please follow this policy:

Eligibility: Orders can only be cancelled before a tracking number has been issued. We typically ship orders within 2 business days, often within 24 hours.
Cancellation Request: To cancel an order, contact us immediately at support@getmedivita.com with your order number.
After Shipment: Once an order has shipped or tracking has been provided, it can no longer be cancelled. In such cases, a return may be requested according to Section 2 (Unopened Items).

8. chargeback policy

We aim to resolve all issues amicably. Please contact us before initiating a chargeback.
In the event of a chargeback, the refund process for that transaction will be paused and moved into a formal dispute resolution with the payment provider. This ensures compliance with banking protocols and prevents duplicate refunds.
If a chargeback is initiated after a refund has already been issued, we reserve the right to submit evidence of the original refund to the payment provider.