Delivery & Returns

Delivery

UK delivery – applicable for orders placed Monday – Friday, excluding bank holidays.

True Medispa offers free shipping for any orders £100 or over via Royal Mail. Orders that are under £100 are charged at £6.50 for standard Royal Mail. Please allow 2-7 working days for delivery to UK mainland – for Channel Islands please allow 5-7 working days.

Returns

The team at True Medispa hope that you are delighted with your purchase. However, if you aren’t completely satisfied with your product, we are happy to offer an exchange of goods, or a refund, if the item is returned to us within 14 days, in its original packaging and hasn’t been opened/used.

If you alternatively wish to cancel an order placed online, please contact us via email or telephone within a period of 14 working days of receiving your order. Once we have received the returned goods, a refund will be processed minus the original delivery charge. The cost incurred for returning the parcel will not be reimbursed and are the customers’ responsibility unless the item is damaged or faulty or supplied incorrectly. If any of these apply, then the postage plus return cost will both be reimbursed along with the product cost. Please complete the returns document, including the reason for returning the item, as this will help us improve our service and we appreciate all feedback.

True Medispa cannot be held responsible for goods that do not reach the returns department and therefore suggest a signed for or recorded delivery is selected. Our email address for returns is info@truemedispa.co.uk or telephone 020 8892 7999.

Extra Terms & Conditions for the online store

GOODS, PRICING AND AVAILABILITY

a) Whilst every reasonable effort has been made to ensure that all graphical representations and descriptions of Goods available from Us correspond to the actual Goods, We are not responsible for variations from such descriptions. This does not exclude our liability for mistakes due to negligence on our part and refers only to minor variations of the correct Goods, not different Goods altogether.

b) Where appropriate, you may be required to select the required colour of the Goods that you are purchasing.

c) We neither represent nor warrant that Goods will be available. Stock indications are provided on the Website however such indications may not take into account sales that have taken place during your visit to the Website.

d) All pricing information on the Website is correct at the time of going online. We reserve the right to change prices and alter or remove any special offers from time to time and as necessary.

e) All prices on the Website include VAT.

ORDERS AND DELIVERY

a) No part of this Website constitutes a contractual offer capable of acceptance. Your order constitutes a contractual offer that We may, at Our sole discretion, accept. Our acceptance is indicated by Us sending to you an order confirmation email. Only once We have sent you an order confirmation email will there be a binding contract between True Medispa and you.

b) Order confirmations shall contain the following information:
– Confirmation of the Goods ordered including full details of the main characteristics of those Goods;
– Fully itemised pricing for the Goods ordered including, where appropriate, taxes, delivery and other additional charges;

c) Order confirmations shall also be enclosed on paper with your Goods.

d) If We, for any reason, do not accept your order, no payment shall be taken under normal circumstances. In any event, any sums paid by you in relation to that order will be refunded within 14 calendar days.

e) All Goods purchased by you will be delivered within 30 calendar days of Our order confirmation unless otherwise agreed.

f) The risk in the Goods shall remain with Us until they come into your physical possession

RETURNS POLICY

True Medispa aims to always provide high quality Goods that are fault free and undamaged. On occasion however, Goods may need to be returned. Returns are governed by these Terms and Conditions.

a) If you receive Goods which do not match those that you ordered, you should contact Us within 14 calendar days to arrange your return. You will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the Goods.  Replacements will be issued upon our receipt of the returned Goods. We are fully responsible for paying shipment costs. Goods must be returned in their original condition with all packaging and documentation. The packaging does not need to be unopened. Refunds will be issued within 14 calendar days and in any event no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

b) If Goods are damaged in transit and the damage is apparent on delivery, you should sign any applicable delivery note to the effect that the Goods have been damaged. To return the damaged Goods, please contact Us within 14 calendar days to arrange return. We are fully responsible for paying shipment costs. You will be given the option to have the Goods replaced or to be refunded through the payment method used by you when purchasing the Goods. Replacements will be issued upon Our receipt of the returned Goods. Refunds will be issued no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

c) If any Goods you have purchased have faults when they are delivered to you, you should contact Us within 14 calendar days to arrange return.  You will be given the option to have the Goods replaced or to be refunded through the payment method used by you when purchasing the Goods. We are fully responsible for paying shipment costs. Replacements will be issued upon our receipt of the returned Goods. Refunds will be issued within 14 calendar days and in any event no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges.  We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

d) If any Goods you have purchased develop faults within 21 calendar days of delivery, you may be entitled to a replacement but not a refund. In order to arrange for such a replacement you should contact Us within the 21 calendar day period to arrange a return. We will assess the Goods and alleged faults upon receipt and if We conclude (at Our sole discretion, acting reasonably and in good faith) determine that the fault is not a result of mistreatment by you (deliberate, negligent or otherwise), We will issue replacement Goods at no additional cost to you.

e) True Medispa may not be able to accept returns under the cooling off period of the following types of Goods and/or taking into account the following circumstances:

  • Goods made to your specifications or that have been personalised;
  • Goods which are liable to deteriorate or expire rapidly;
  • Goods which are sealed for health or hygiene reasons that have been unsealed after delivery;
  • Goods which are, after delivery, according to their nature, inseparably mixed with other items;
  • Any use or enjoyment that you may have already had out of the Goods beyond handling them to the extent necessary to establish the nature, characteristics and functioning of them (such as you would, for example, handle a display item in a shop). Please note that opening packaging does not prevent you from returning Goods unless the packaging of the product itself has been opened.

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