Refund & Returns Policy

1. Your Statutory Rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your products without giving any reason.

We go further: Our 30-day money-back guarantee exceeds your statutory rights, giving you extra time to try our products.

Important: Your statutory rights as a consumer are not affected by our returns policy.

2. Our 30-Day Money-Back Guarantee

2.1 What's Covered

You can return any product within 30 days of delivery if:

• You're not satisfied with the product for any reason
• The product doesn't fit correctly
• You changed your mind about the purchase
• The product is faulty or defective
• You received the wrong item
• The product arrived damaged

2.2 Conditions for Returns

To be eligible for a return and refund, products must meet these conditions:

• Unworn and unwashed: Products must be in original, unworn condition with all tags attached
• Original packaging: Items should be returned in their original packaging where possible
• Resaleable condition: Products must be clean and free from odors, stains, or damage
• Proof of purchase: You must provide your order number or receipt

3. Faulty, Defective, or Incorrect Items

3.1 What Counts as Faulty?

A product is considered faulty if:

• It has manufacturing defects (stitching issues, material flaws, etc.)
• It doesn't match the product description
• The compression level is incorrect or inconsistent
• It fails during normal use within the warranty period

3.2 Reporting Faulty Products

If you receive a faulty, damaged, or incorrect product:

1. Contact us within 48 hours of delivery at returns@medistro.co.uk
2. Include your order number and photos of the issue
3. We'll arrange a free collection or provide a prepaid return label
4. You'll receive a full refund or replacement - your choice

Our Commitment: For faulty or incorrect items, we cover all return shipping costs and will process your refund or replacement immediately.

4. How to Return an Item

Step 1: Contact Us

Email us at Paul@medistro.co.uk with:

• Your order number
• Product(s) you wish to return
• Reason for return (optional but helpful)
• Whether you prefer a refund or exchange

Step 2: Receive Return Authorization

We'll respond within 24 hours (Monday-Friday) with:

• Returns authorization number (RMA)
• Return address
• Return instructions

Step 3: Pack Your Return

• Include the RMA number on the package
• Pack items securely in original packaging if possible
• Include a copy of your order confirmation or packing slip
• Ensure all tags are attached and products are unworn

Step 4: Ship Your Return

Return Address:
MediStro Returns Department
MEDI DISTRIBUTION LIMITED
3 Wood Street, Middleton, Manchester, England, M24 4DH

Shipping:

• Standard returns: Customer is responsible for return shipping costs
• Faulty/incorrect items: We provide a free prepaid return label
• We recommend using tracked delivery for proof of return
• You are responsible for the item until it reaches our warehouse

5. Refunds

5.1 Processing Time

Once we receive and inspect your returned item:

• We'll send you an email confirmation
• Your refund will be processed within 5 working days
• Refunds are issued to your original payment method
• It may take 5-10 business days for the refund to appear in your account (depending on your bank)

5.2 What's Refunded

• Product cost: Full price paid for returned items
• Original shipping: Refunded ONLY if the product was faulty or we sent the wrong item
• Return shipping: NOT refunded unless the product was faulty or incorrect

5.3 Partial Refunds

A partial refund may be issued if:

• Items show signs of wear or use
• Tags have been removed (unless faulty)
• Original packaging is significantly damaged
• Items are returned more than 30 days after delivery

We will notify you before processing any partial refund and give you the option to have the item returned to you.

5.4 Non-Refundable Items

The following cannot be returned or refunded:

• Products that have been worn or washed (unless faulty)
• Products without tags or in unsaleable condition
• Gift cards or promotional items
• Items marked as "final sale" or purchased during clearance

6. Exchanges

6.1 Size Exchanges

Need a different size? We're happy to help!

Fast Exchange Process:

1. Contact us at returns@medistro.co.uk requesting an exchange
2. We'll send you the new size immediately (subject to stock availability)
3. Return your original item using our standard returns process
4. No need to wait for us to receive the return before we ship your exchange

6.2 Product Exchanges

Want to exchange for a different product? No problem!

• Return your original item following our standard returns process
• Place a new order for the product you want
• Once we receive your return, we'll process the refund

Note: We process exchanges as a return + new purchase to ensure you get your preferred item quickly.

7. Damaged or Lost Returns

7.1 Damaged in Transit

If your return is damaged during shipping:

• This is why we recommend using tracked, insured delivery
• Contact the courier immediately to file a claim
• Notify us at returns@medistro.co.uk - we'll work with you to resolve the issue

7.2 Lost Returns

If your return tracking shows the item is lost:

• Contact us immediately with your tracking information
• We'll work with the courier to investigate
• We may request proof of shipment before processing a refund

8. Warranty Claims

Our products come with a 6-month manufacturer's warranty against defects in materials and workmanship.

8.1 What's Covered

• Stitching failures or unraveling
• Compression degradation during normal use
• Material defects (tears, holes not caused by wear)
• Manufacturing flaws

8.2 What's NOT Covered

• Normal wear and tear
• Damage from improper care or washing
• Pet damage or accidental damage
• Discoloration from normal use
• Loss of elasticity after extended use (compression wear naturally stretches)

8.3 Making a Warranty Claim

1. Email warranty@medistro.co.uk with photos of the defect
2. Include your order number and date of purchase
3. We'll assess the claim within 48 hours
4. If approved, we'll send a free replacement immediately

9. Bulk and Business Orders

Different terms may apply to bulk orders (10+ items) or business/wholesale purchases. Please contact us at wholesale@medistro.co.uk for specific returns terms on these orders.

10. International Returns

We currently only ship within the UK. If you're returning from outside the UK due to a forwarding service:

• You are responsible for all return shipping costs and customs fees
• Returns must clear UK customs
• Our standard 30-day policy still applies from your original delivery date

11. Contact Us

Questions about returns or need help with a return?

Returns Team:
Email: Paul@medistro.co.uk

Hours: Monday-Friday, 9am-5pm GMT

Postal Returns Address:
MediStro Returns Department
MEDI DISTRIBUTION LIMITED
3 Wood Street, Middleton, Manchester, England, M24 4DH

12. Changes to This Policy

We may update this Returns Policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date. Your return rights will be based on the policy in effect at the time of your purchase.

© 2026 MEDI DISTRIBUTION LIMITED. All rights reserved.