REFUND AND RETURN POLICY

Last Updated: 01/03/2025

At Medianek Digital LTD (“we,” “us,” or “our”), we strive to ensure that our customers (“you” or “your”) are completely satisfied with their purchases. If, for any reason, you are not satisfied with your order, we’re here to help. This Refund and Return Policy (“Policy”) outlines the terms and conditions for returning products and obtaining refunds.

1. General Eligibility for Returns

  • Time Frame: You may request a return or refund within 14 days from the date you received the product.
  • Condition: The product must be in its original condition, unused, unwashed, and free from any damage not caused by us. It should also be in its original packaging, including tags, manuals, and any accessories.
  • Proof of Purchase: A valid receipt, invoice, or order confirmation must be provided.

2. Non-Returnable Items

Certain items are exempt from returns and refunds due to their nature, health/hygiene reasons, or customization. These include:

  • Perishable goods (e.g., food items, plants)
  • Personal care items (e.g., opened skincare, makeup)
  • Underwear, swimwear, or hygiene-sensitive products (if the packaging seal is broken)
  • Customized or personalized orders
  • Gift cards
  • Clearance or final sale items

If you are unsure whether your product is eligible for return, please contact us before sending it back.

3. Return Process

  1. Contact Customer Service: Email us at [email protected] or use our website’s contact form. Provide your order number, the item(s) you wish to return, and the reason for the return.
  2. Await Authorization & Instructions: If approved, you will receive a Return Merchandise Authorization (RMA) and shipping instructions.
  3. Shipping the Product: The customer is responsible for return shipping costs, unless the product is defective or we made an error in your order. Using a trackable shipping service is recommended.
  4. Inspection: Once received, the product will be inspected to ensure it meets the return criteria. If approved, we will process your refund or exchange according to this Policy.

4. Refunds

  • Refund Method: Refunds are issued to the original payment method (e.g., credit card, PayPal).
  • Processing Time: Once your return is received and inspected, refunds are processed within 5-7 business days. However, it may take additional time for your bank or credit card company to post the refund.
  • Shipping Costs: Unless the return is due to our error, original shipping costs are non-refundable. If free shipping was provided, the actual shipping cost may be deducted from the refund.

5. Late or Missing Refunds

If you haven’t received an approved refund yet:

  • Check your bank or credit card statement.
  • Contact your credit card company or bank for possible delays.
  • If the issue persists, contact us at [email protected]

6. Exchanges

  • Defective or Damaged Items: If you receive a defective or damaged product, contact us within 7 days of delivery. We will arrange a replacement or refund, including shipping costs.
  • Size or Color Changes: If you wish to exchange an item for a different size or color, follow the return process. Once we receive the original item, we will ship the new item if in stock. Additional shipping costs may apply.

7. Cancellations

  • Order Cancellation: If your order has not been shipped, we can cancel and issue a full refund.
  • Shipped Orders: If your order has already been shipped, you must initiate a return request following the steps above.

8. International Returns

For orders shipped outside the United Kingdom:

  • The customer is responsible for return shipping costs, duties, and taxes.
  • If approved, refunds will be issued for the product cost only (excluding shipping, duties, or taxes).
  • We reserve the right to refuse international returns that do not comply with this Policy or local import/export regulations.

9. Contact Us

If you have any questions about this Policy or need assistance with a return/refund, please contact us:

  • Email:[email protected]
  • Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
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10. Policy Updates

We reserve the right to update or modify this Policy at any time. Changes take effect immediately upon posting. We encourage you to review this Policy periodically for updates.

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