Returns and Refunds
If you are not happy with your purchase and would like to return an item to us please contact a member of our team to discuss your options.
HOW DO YOU RETURN YOUR GOODS TO US?
Contact us with the reason for your return and details of your order via phone or email. Once you receive confirmation from us, send your goods to our returns address. We will issue you with a refund so long as you have complied with the terms of our returns and refund policy.
We are happy to refund the cost of your order provided you notify us and the goods are returned in a re-saleable condition as specified in our returns conditions.
Please note that we will examine all returned goods and reserve the right to refuse a refund or deduct up to 30% off the original price if the goods are not returned in a resalable condition.
We will refund the price you purchased your goods for, this includes sale or offer items. If you cannot return your item for any reason, then a refund will be at our discretion.
WE TRY HARD TO ACCEPT ALL RETURNS. PLEASE ENSURE ALL GOODS MUST BE RETURNED TO US:
- Within 14 days
- Unopened, unused and uninstalled
- In original, undamaged packaging with any free gifts or documents provided
- All goods will be inspected upon return
If you have changed your mind or no longer require the goods you ordered you must return the goods together with the invoice to our returns department within 14 days of delivery. Provided the returned goods meet our returns conditions we will refund you the full price of all goods we receive.
Wrong, damaged or faulty goods:
We take extra care to ensure the correct goods arrive to you in pristine condition, however on the rare occasions some packages are susceptible to damage in transit. If the goods you have received are wrong, damaged or faulty please contact a member of our team to discuss. Please note that we will inspect all returned goods to confirm the fault.
If the goods you received are not what you expected please contact a member of our customer care team immediately to discuss further. Please do not open, use or tamper with the manufacturers original packaging unless you are completely satisfied and choose to keep the dispatched goods. Should you decide to return the goods to us our returns conditions apply.
Non-returnable and non-refundable goods:
We are unable to accept returns or offer refunds on personalised, made to order, special order or perishable goods unless they are faulty or not as described.
For reasons of hygiene and safety we also cannot refund or exchange the following products if they are not in a resalable condition e.g. opened and used, unless they are faulty or not as described: RefloSocks, gels, capsules, water and other health, pain relief and wellbeing related goods.
Return address and conditions:
Please send goods at your own cost to NewMed, Station Road, Harrietsham, Maidstone, Kent, ME17 1JA in an undamaged condition and in the original packaging.
The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way. We recommend that you return goods via a secure method of delivery that requires a signature upon request, as we cannot be responsible for non-delivery of returned goods.
We will send replacement goods to the original delivery address.
We are not responsible for any items returned by mistake.
It can take up to 7 days (excluding bank holidays and weekends) from the date of your return to the parcel being delivered back to our warehouse and processed.
Any refund will automatically be refunded to the payment method you used to place your original order. This typically takes 5 working days depending on your payment provider.
For more information or to discuss further please do not hesitate to contact a member of our team
WARRANTY & REPAIRS
Product faults are rare however If you experience a product fault when your device is under warranty please contact NewMed and provide the serial number and we will guide you through the process.
Please note that if your device needs to be replaced or repaired we cannot provide you with a new device from our stock automatically or a provide a temporary device during the return period. It is the manufacturer’s decision if the fault is covered by warranty so If we are asked to return the device for their inspection we must wait until we have their confirmation before providing replacements or repairs.