We’ve designed this Return & Refund Policy to make it simple for you to find the right information quickly. Start by selecting whether your order was placed in the UK or internationally, then click on the specific scenario that matches your situation. Each section will expand to show clear instructions on returns, refunds, and next steps.
1) Order Placed but Not Yet Shipped
If you cancel before dispatch, you will receive a full refund including shipping. No fees will be deducted. Please call or use chat/WhatsApp immediately — do not email for urgent cancellations, as emails are processed later in the day.
2) Order Shipped but You Changed Your Mind
You may return your order within 30 days, depending on condition:
Unopened & Unused: Refund of the product price only. Original shipping is not refunded. You pay return shipping. Item must be sealed and in perfect resale condition.
Opened but Unused: Return accepted with a 40% deduction to cover inspection, repackaging, and restocking. Original shipping is not refunded. You pay return shipping.
Opened & Used: No returns or refunds due to hygiene, safety, and regulatory requirements for medical devices.
3) Order Arrived Damaged
If your order arrives damaged, choose a replacement (subject to stock) or a full refund including shipping. We cover return shipping. Please notify us within 30 days and include photos so we can act quickly.
4) Order Arrived but Not as Described
If the product does not match the listing (e.g., wrong model or missing features), choose a replacement or a full refund including shipping. We cover return shipping. Please report the issue within 30 days.
5) Order Arrived but You Did Not Read the Description Properly
If the item matches the listing but isn’t what you expected (e.g., sizing, compatibility, or features were overlooked), this is treated as a change of mind.
You may return the item and exchange it for the correct product. Once we receive your return, we will refund the product price and issue a new invoice for the replacement item, minus the refunded amount. Or you can return for refund only.
Original shipping is not refunded. You pay return shipping. Items must be in original or like-new condition and returned within 30 days.
6) Order Arrived but Wrong Size Sent
If we sent the wrong size, this is our error. Choose a replacement in the correct size (subject to availability) or a full refund including shipping. We cover return shipping. Please contact us within 30 days.
7) New Item Arrived but Faulty (Manufacturer Warranty)
If your new item develops a fault within the warranty period, choose replacement, repair, or refund (subject to warranty terms and stock). Once the fault is confirmed, we cover return shipping. Some products are serviced directly by the manufacturer for faster turnaround.
The scenarios below explain how refunds and returns work for international orders.
1) Order Placed but Not Yet Shipped
If you cancel before dispatch, you will receive a full refund including shipping. Please call or use chat/WhatsApp immediately — do not email for urgent cancellations, as emails are processed later in the day.
2) Order Shipped but You Changed Your Mind (Customs Unpaid)
Refuse to pay customs so the carrier returns the parcel to us. Returns can take up to 3 months. Once received in good condition, we will refund the product price only. Original shipping is not refunded, and any carrier return/handling fees may be deducted.
3) Order Shipped, Customs Paid, Changed Your Mind
No returns are accepted once customs/duties have been paid, to avoid duplicate cross-border charges.
4) Item Arrived in Destination Country, but Customs Fees Were Not Paid
Import taxes, duties, customs clearance fees, and any local charges are not included in the product price or shipping cost and must be paid by the recipient upon import.
The shipping carrier or customs authority may contact you to request payment or additional documentation. Please respond promptly to avoid delays.
Customers remain responsible for ensuring that the medical item is permitted for import into their country.
If a shipment is refused entry because customs charges were not paid or due to local import restrictions, regulatory controls, or prohibited medical device regulations, SelfiMed cannot intervene with customs or override local authority decisions.
If customs refuse entry, the following outcomes may apply:
Returned to Sender:
If the parcel is returned to us in good, resalable condition, we will refund the item price only. Original shipping and any return freight, storage, or customs handling fees are non-refundable and may be deducted from your refund.
Seized or Disposed by Customs:
If customs seize, abandon, or destroy the parcel due to import restrictions, no refund can be issued.
Customers are strongly advised to verify local medical import regulations before placing an order.
5) Shipment Refused by Destination Customs (Used Medical Devices)
We cannot guarantee the import eligibility of products for every country. It is the buyer’s responsibility to confirm that used medical equipment is permitted for import into their country before placing an order. Please check with your local customs authority in advance.
If a shipment is refused by customs — whether due to unpaid duties/fees or because local regulations prohibit the import — the following applies:
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Returned to Sender: If the parcel is returned to us in good, resalable condition, we will refund the item price only. Original shipping and any return freight, handling, or customs fees are non-refundable and may be deducted from your refund.
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Seized/Disposed by Customs: If the parcel is seized, abandoned, or destroyed by customs, no refund can be issued.
Customers are strongly advised to verify local medical import regulations before placing an order.
6) Order Arrived Damaged
Contact us to arrange a replacement. We will handle shipping and any required customs for the replacement. If you prefer a refund, we will refund the item price plus original shipping. Customs/duties are not refundable by us, but you may reclaim them locally with our documentation. Do not return the item unless instructed.
7) Order Arrived but Not as Described
Contact us to arrange a replacement or discuss a refund. If a refund is chosen, we will refund the item price plus original shipping. Customs/duties are not refundable by us; you may reclaim them locally with our documentation. We will advise the correct return procedure to avoid additional customs charges.
8) Order Arrived but You Did Not Read the Description Properly
Not returnable. No refund. Because cross-border returns involve customs and handling costs, preference changes are not accepted internationally.
9) Order Arrived but Wrong Size Sent
If we sent the wrong size, contact us to arrange a replacement in the correct size or to discuss a refund. If a refund is chosen, we will refund the item price plus original shipping. Customs/duties are not refundable by us; documentation will be provided to support your reclaim.
10) New Item Arrived but You Changed Your Mind
No return and no refund for international change-of-mind on new items.
11) New Item Arrived but Not as Described
Contact us to arrange a replacement or discuss a refund. If a refund is chosen, we will refund the item price plus original shipping. Customs/duties are not refundable by us, but we will provide documentation to support your reclaim.
12) New Item Arrived but Faulty (Manufacturer Warranty)
Contact us to arrange a replacement or warranty repair. In some cases, we will direct you to the manufacturer’s local service centre for faster processing. If a refund is chosen, we will refund the item price plus original shipping. Customs/duties are not refundable by us, but we can provide documentation to support your reclaim.
