Return/Refund Policy



We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return and replacement, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the order number or proof of purchase. Due to hygienic reasons if the item has been used it cannot be returned or refunded if used( and yes we can tell!).

Please make sure you have considered these factors before purchasing.

Order Cancellations

A request for an order cancellation must be emailed to Please be advised that order cancellation requests must be submitted within 12 hours of purchase. After the 12 hours have passed, the cancellation approval is based is based on the return policy conditions. Unfortitunitaly, we cannot cancel an order once it has been dispatched from our warehouse, is with the courier, or is in transit.

If you wish to cancel your UNSHIPPED order after 12 hours, we will charge a 6% cancellation fee as payment providers charge this to us to reverse a payment. In order to cover these costs, they will be solely the customer's responsibility.


If eligible for a refund, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Customers are advised that they must provide a tracking number as we cannot guarantee that we will receive your returned item without it. Once your return is received and inspected, we will send you an email, to notify you that we have received your return item.

We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and the total (minus return shipping) will be returned to the card when purchased. This may take 3-5 Business days. If your return has been rejected we will send the item back. If you are approved for a refund and after you return the item the box for the device has been opened, we will have to charge a restocking fee of 15%. If the box is still sealed, we can grant a full 100% refund.

*Fees/Customs brokerage is not the responsibility of Medafure

-If Approved for an Exchange

The fastest way to ensure to get what you want is to return the item you have. Once the return has been accepted, our team will send you a replacement and associated tracking. In accordance with our warranty policy, items listed on the store are subject to replacement only If you have any questions about the eligibility of your return on a particular product please contact us at

How to request a return

To start a return, you can contact us at If your return is accepted, shipping costs will be covered by customer. Be advised shipping fees are non-refundable. We will send you return instructions on how and where to send your package. Items sent back to us without requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right for you. Please be aware photo/video evidence may be required.

Sale Items

Sale items are non-refundable. If an item was purchased at full price and has gone on sale, you will be refunded the price at which you purchased. If purchased on conditional sale and approved for a refund the item will be refunded at the price at purchase.

Due to the current pandemic, shipping times are subject to changes at any time by the couriers. Medafure has no control over the delays in shipping but can support you with inquiries into package movements. You may be required to collect and sign for your item at the courier hub.

We ask for patience and respect to be given to our couriers and our customer service team who are doing an incredible job handling inquiries and distributing packages safely. If you require assistance with tracking your item please email

Unsuitability Disclaimer*:

It is the customer's obligation to ensure they have consulted their treating physician prior to purchasing, if a treating physician was not consulted prior to purchase this will be deemed under unsuitability. If you experience any pain please stop use and consult your doctor. Medafure is under no obligation to legitimize pain claims for refund/replacement if proof of consultation is not provided.

Our customer service staff incredible job at assisting customers. Please be advised our staff will not stand for abuse. If we notice abusive or threatening emails/messages to our staff we will cease communication and/or reject/refund your order immediately.

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