Processing Time
Orders are processed the same day (for any orders placed before 12pm) and are dispatched the next working day on a 2- 4 day Tracked service as standard.

Order Progress
Once your order has dispatched, you’ll receive an email with your tracking information so you can follow its progress. You can also check the status of your delivery by viewing My Orders in your account.

International Orders
For any international orders we work closely with our shipping partners to minimize the potential impact of customs delays, we offer two international services a standard and express service, the price quoted only includes the shipping costs and the receiver is liable for any duties and taxes that are applicable at their destination.

Insurance
Your order is insured against theft and accidental damage during delivery. Once your purchases have been delivered to the specified address and signed for, they are no longer covered by insurance.

POD
A signature is required at the time of delivery for our next day service and an option will be available from the courier to select an appropriate 1 hour delivery slot during the designated delivery day. If you are unavailable when your package arrives, our courier will make two more attempts to deliver your purchase otherwise it will be returned to us and there will be an additional charge to resend the item.

Delivery Issue
If your order has been delivered damaged or opened, we recommend refusing to accept the item and the carrier will send it back to us. if the item has been delivered in a damaged or defective condition please check the contents and contact us immediately so we can log a case with the courier, failure to do so may result in us not being able to claim for any losses.

CAN I RETURN AN ITEM?
We understand that on occasion you may need to return an item. Due to the nature of the products we sell, items cannot always be returned. Please see the below information on whether you can return an item (this does not effect your statutory rights).

You cannot return an item if…

The product has been opened.
The product has been used.
The product was ordered from our Sale section. Items listed here are not eligible to be returned for a refund or exchange.
The goods are non-returnable for hygiene reasons.

You can return an item if…

It has not been opened or used.
It is in perfect resalable condition.
It is returned to us within 14 days of receipt of the order.
To return an item(s), please contact us at shop@mediglow.co.uk and one of our team will provide you with a returns sheet, please complete his and return it with your invoice and goods to the following address. Any returns sent without a returns form cannot be accepted.

Please note: If you believe your product has a fault, please contact us via live chat or email us at shop@mediglow.co.uk before returning an item. In many cases it may be something one of the team may be able to assist with.  Our returns address is below:

Mediglow
423A Otley Road
Leeds, West Yorkshire
LS16 6AL

 

RETURNS - FURTHER INFORMATION
If a purchased product has been used or opened (hologram no longer intact, manufacturer / factory seal no longer in place or packaging damaged), then it will not be eligible for a return, refund or exchange.

If an item(s) is returned to us and it has been used / opened / is not in a resalable condition or does not pass the UV light checking process, the customer will be contacted and informed. The customer can then determine whether they would wish for us to dispose of the item(s) or whether they wish, at their own cost, to have the item(s) returned to them. No refund will be given for items returned that are not in a resalable condition.

Returns postage is at your own cost and risk. We would recommend that you return your items via a tracked delivery service. Please clearly state on the returns form the reason for return and whether you require a refund or exchange. Please put a contact number on your returns form should you require an exchange. We will not be liable for any packages that are not received by us.

If a pre-paid returns form has been issued, please ensure you keep a copy of this until your return has been processed. If proof of postage of a return is requested, please ensure all details are sent through including postage date and time.

Any delivery charges paid for on an initial order are not eligible for a refund.

Once a refund has been issued you will receive a confirmation email detailing the amount that has been refunded, and the item(s) that we have received back.

Refunds can only be made to the billing details provided when ordering.

We aim to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item.

All orders are processed in GBP (Great British Pounds) and refunds will be made in GBP. Medi Skincare Ltd T/A Mediglow cannot be held responsible for any exchange rate charges on international orders when processing a refund. This is the responsibility of your bank or credit card processing company.

It may be that you need to return an item for another reason other than listed above. This section provides more information on returns for the following:

Damaged or Incorrect Product Received
Faulty Product(s)
Reactions to Product(s)
Refused / Undeliverable Package(s)
Please note, in order to investigate any claims of faulty or damaged products, we will require the product and related packaging to be returned to MediSkin Ltd. Unfortunately, we are unable to accept these claims without the relevant packaging as they must be returned and logged with the manufacturer.

On occasion your order may have be sent in different stages depending upon availability, If a parcel is short of an item we are not able to offer a straight refund, we will however send out a replacement.

DAMAGED/ INCORRECT PRODUCTS
Please inspect goods fully on receipt. Any damaged/incorrect products must be reported to the Mediglow team in writing or via email to shop@mediglow.co.uk within 24 hours from receipt of goods, with full details of the issue, along with photographs of all packaging and contents.

If a return / refund / replacement / exchange is required, Medi Skincare Ltd T/A Mediglow will provide full details on this process during email correspondence. This process may involve you completing a denial of receipt goods declaration Form.

Medi Skincare Ltd T/A Mediglow cannot accept responsibility for damages / shortages / incorrect products reported after the stated 24 hour period.

FAULTY PRODUCTS
If you feel that an item you have receive is faulty, please report this immediately in writing with detailed information on the issue to shop@mediglow.co.uk

Depending on the issue with the item, you may be required to complete a product query form, and any item(s) deemed faulty might be sent back to the manufacturer for thorough testing.

If a return / refund / replacement / exchange is required due to a fault, the Mediglow team will provide full details on this process during email correspondence.

REACTIONS TO PRODUCTS
Please note: It is the customer’s responsibility to patch test any product prior to use. Always read the instructions carefully and check compatibility of any purchased products.

If you have followed the above process but feel that you have had a reaction to a product, please immediately report this to us via email to shop@mediglow.co.uk

Depending on the issue with the item, you may be required to complete a 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.

If a return / refund / replacement / exchange is required due to a reaction, he Mediglow team will provide full details on the process during email correspondence.