Return & Refund
Due to the hard work and labour required to make most of our products, all sales are final. However, we do allow for returns. Returns will be honoured up to 30 days after the delivery date. To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging. There are no returns for personalized items.
We want you to feel comfortable and confident when shopping at MEDINEED, that’s why we offer a 30-day return & exchange policy. If you’re unsatisfied with your purchase, you may return or exchange the unused item in its original condition as long as you contact us within 30 days of delivery. If 30 days have passed since you received it, we cannot offer you a refund or exchange.
Enjoy a perfect after-sales policy!
Customer Support Team: support@medineedstore.com
Handling Time: Reply within 24 hours on weekdays, and reschedule to the next business day on weekends or holidays.
What is your return policy?
We want your order to be made just the way you want it! Please carefully check spelling, dates, addresses, and names before placing your order. If you have any questions, feel free to contact us.
1.No additional fees will be charged if you need to cancel your order within 6 hours of payment. For cancellations after 6 hours, we cannot cancel orders already shipped. If your order has already shipped, please get in touch with support@medineedstore.com within 24 hours of placing the order. In such cases, a 35% fee will be deducted, and you will need to assist us in product interception and refusal of negative feedback before we process your refund. All cancellations and refunds will be handled in accordance with our Refund Policy.
2. Due to the intimate nature of the items we sell, we only accept returns that are unopened and have intact packaging and tags. This is because we need to ensure that each product is brand new. This is for the health, safety and peace of mind of our customers.
3. Once the package is opened, the products are considered used, and therefore cannot be returned unless defective.
4. If you plan to return a product, please show us the pictures of the unopened package within 30 days of purchase by email. After we confirm the status of the package, we will provide you with a return address. Return shipping is at your own expense.
5. The above applies to, but is not limited to, the following scenarios:
（1）Duplicate orders due to operator error.
（2）Return due to change of mind.
（3）Return due to purchase of the wrong product.
（4）Return because you don’t need it anymore.
（5）Return due to the price.
What if an item is defective?
If an item is found to be defective within 30 days of purchase, please contact us with the following information:
(1) Order number, SKU of the defective item, brief description of the problem;
(2) Pictures or a video of the PRODUCT to illustrate the problem;
After confirming the problem, we will replace it with the same item.
Before reporting the problem, please confirm the following information:
(1) Before you test the product, is it be fully charged？Have you long press the power button about 3-5 seconds to turn on the product?
(2) For the dildo and vibrator, have you turned on the product before using the remote control to control it? Did you check the battery of the remote control?
(3) Did you check the instruction manual of the product?
(4) All products on our website must not be used while the product is charging.
What if the package is lost or returned?
1. If the parcel delivered to the destination address successfully, but you did not receive it, there is no refund will be provided.
2. If the parcel lost in transit, we will resend with the same item.
3. If the parcel delivered to a difference address, we will resend with the same item.
4. If a parcel returned because of the problem of the address or because the customer did not pick up the parcel in time, we will resend with the same item and $8.88 for the shipping cost will be charged.
5. Returned due to force majeure factors, such as: customs return, post office return without reason, we will resend with the same item.
All the details, please send the messages to our customer service department for confirmation within 30 days of purchase.
What if I want to cancel my order?
1. You can try to cancel the order by yourself after you finish the order within 24 hours on weekdays, as for the cancellation result, please contact the customer service for confirmation.
2. In most instances, your order will be processed and shipped the 48. Therefore, there is almost no way to cancel an order once it has been submitted.
3. If the order could not be cancelled and you really do not need it anymore, please try to decline the package. If you are unable to decline the package, please follow the return policy.
What if I receive the wrong product?
If you believe we have shipped the wrong item, please contact us with the following information within 30 days of purchase:
(1) Pictures of the shipping label (the label is on the package)
(2) Pictures showing the SKU on the product’s plastic wrap bag
(3) Pictures of the entire package and the product
How to Return a product?
- If you decide to return your product, please contact us first; we would happily assist you! You can either send an email to support@medineedstore.com or live chat on our website medineedstore.com. Items returned with authorization will be accepted. Please do not send your return to the address on your package. That is different from our return address and will affect the processing of your return.
- After contacting us, we’ll update you about the instructions on how to start the return process. In that case, please write “Insulin Cooler Travel Case & Diabetes Travel Case – MEDINEED” on your package and send us a tracking number that indicates you sent the post. Otherwise, we, unfortunately, won’t be able to track your package and won’t be able to guarantee to start to refund process. All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered.
- For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.
- If you have not received your product, although your postal company claims it is “delivered,” it is not our responsibility. We cannot provide a refund in this case. But your happiness is our first priority, and depending on the case, we can offer a coupon to order something from our shop or re-send your product.
How about the shipping costs?
To return your product, you should contact support@medineedstore.com.
Please note that you will be responsible for shipping costs for returning/receiving your item. Shipping costs are non-refundable. If you receive a refund, the cost of all shipping will be deducted from your refund.
The time it takes for your exchanged product to reach you may vary depending on where you live.
If shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Incorrect Item Received:
If the item you received needs to be corrected, contact us immediately. We will have the correct item shipped to you free of charge. Photo evidence of the received item may be required.
Damaged Item:
Contact us immediately if the item you received becomes damaged or broken due to our error. We will ship you a new replacement free of charge. Photo evidence of the damaged item may be required.
Missing refunds:
If you haven’t received a refund, first recheck your bank account.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all this and still haven’t received your refund, please get in touch with us at support@medineedstore.com.
Exchanges:
- We understand that sometimes, you may want to exchange an item for a different size, colour or product. In such instances, we recommend placing a new order for the desired item and returning the original item for a refund.
- To initiate the exchange process, please submit a new order for the desired item and email us the order number and the details of the initial order that needs to be returned. As long as a new order number has been submitted for the correct items, we can process exchanges within 30 days.
- Please note that the returned item must be in its original condition, unworn or unused, with tags in its original packaging, and accompanied by a receipt or proof of purchase. Once we receive the returned item, we will process the refund using the original payment method.
Disputes:
- We understand that disputes with financial institutions can be a source of frustration and stress for our customers, and we want to support you through this process as best we can. Please contact us directly if you have any issues or concerns with your purchase. We will work with you to find a solution that is fair and reasonable. If the dispute escalates to the bank, we will respect their decision and comply with it, regardless of the outcome.
- In the event that a customer disputes a payment with their financial institution, we will cooperate with the bank’s investigation and provide any necessary documentation to support our position. If the dispute escalates and a decision is made by the bank, we will respect and abide by their decision, whether it is in our favor or the customer’s. We encourage customers to contact us directly with any concerns or issues regarding their purchase before filing a dispute with their bank.
COMPENSATION TIME-FRAME
For returned items or items for exchange, we will need 1-5 business days upon receiving your item(s) to process the solution.
After this time, the refund time-frame is as below:
Paypal account refunds: Up to 48 hours
Credit card refunds: 2-3 business days
Wallet refunds: Up to 24 hours.
How do I get my refund? (if applicable)
- Once we receive and inspect your return, we will email you to notify you that we have received your returned item. We will also email you to let you know whether your refund has been approved or rejected.
- If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.
- Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
You can receive a full or partial refund only in the following cases:
- If you return the product in unused condition and its original packaging within 30 days of the delivery date.
- If your product arrives damaged, you are responsible for informing us within one working day from the date you received it and sending us a photo or video.
- If you received the wrong product/size/colour in your order, you are responsible for informing us by providing a photo or video.