Refund & Return Policy

Effective date: September 1, 2026
Last updated: September 1, 2026

This Refund & Return Policy applies to purchases made through MedsGrove.com.

Because MedsGrove sells ingestible, personal-care, intimate-care, topical, and hygiene-sensitive products, special safety rules apply to returns.

Nothing in this policy limits consumer rights that cannot legally be excluded.

1. Contact Us Within 30 Days

Contact MedsGrove within 30 days after delivery if your order is:

• Damaged during delivery.
• Defective.
• Incorrect.
• Missing an item.
• Confirmed lost in transit.
• Materially different from its description.

Contacting us within 30 days allows us to investigate the issue under our customer resolution policy. Longer legal rights may apply to faulty or misdescribed goods in some countries.

2. Contact Customer Support Before Taking Action

Do not return, discard, destroy, or continue using the affected product until customer support provides instructions.

To request assistance, provide:

• Your order number.
• The email address used for the order.
• A clear description of the problem.
• The name of the affected product.
• Photographs or video where reasonably requested.
• Any relevant shipping, batch, lot, or expiry information.

3. No Unauthorised Returns

Do not send a product to any address unless MedsGrove provides written return instructions.

MedsGrove does not publish a general return address because the correct handling method may depend on the product, destination, hygiene condition, and reason for the request.

Unauthorised returns may be refused and may not qualify for reimbursement of postage or other costs.

4. Products That Normally Cannot Be Returned

For health, hygiene, safety, and quality-control reasons, the following products cannot normally be physically returned after opening or use:

• Delay sprays and other intimate-care products.
• Topical personal-care products.
• Capsules, supplements, candies, and ingestible products.
• Products with broken or removed safety seals.
• Products removed from their original packaging.
• Products that have been used, tested, contaminated, or improperly stored.
• Products damaged after delivery.

This restriction does not remove mandatory rights relating to goods that were faulty, unsafe, damaged, or misdescribed when supplied.

5. Safe Disposal Instead of Return

Where a claim is approved, MedsGrove may instruct you to safely destroy or dispose of the product instead of returning it.

Customer support may request proof that the product has been destroyed or rendered unusable before issuing a refund or replacement.

Do not dispose of a product until customer support confirms that disposal is appropriate.

6. Eligible Resolutions

After reviewing an eligible claim, MedsGrove may provide one or more of the following:

• A replacement of the same product.
• A replacement with an agreed alternative product.
• A refund to the original payment method.
• A partial refund where only part of an order is affected.
• Another remedy required by applicable consumer law.

For an eligible incorrect, damaged, or confirmed lost order, the customer may normally choose between replacement and refund, subject to availability and applicable law.

7. Damaged Products

If a product arrives damaged:

• Do not use it.
• Keep the product and packaging.
• Photograph the shipping label and damage.
• Contact MedsGrove within 30 days after delivery.

After verification, we will provide an eligible replacement or refund.

8. Incorrect Products

If you receive a product different from the product ordered, do not open or use it.

Contact customer support with photographs of the product, packaging, and shipping label. After verification, we will arrange an eligible replacement or refund.

9. Missing Items

Some orders may arrive in separate shipments. Before reporting a missing item, review all shipping confirmations and tracking numbers.

If an item remains missing after all parcels have been delivered, contact customer support for investigation.

10. Lost Orders

A parcel is not automatically considered lost because tracking has temporarily stopped or the estimated delivery date has passed.

We may require a carrier investigation before approving a lost-order claim.

If the carrier confirms that an eligible parcel is lost, the customer may normally choose a replacement or refund.

11. Tracking Shows Delivered

If tracking shows delivery but you cannot find the parcel, first:

1. Confirm the shipping address.
2. Check with household members, reception, neighbours, parcel lockers, and collection points.
3. Review any delivery photograph or notice.
4. Contact the carrier.

If the parcel remains missing, contact MedsGrove. We may request a carrier investigation or written confirmation of non-receipt.

A refund is not guaranteed where reliable carrier evidence confirms delivery to the address or authorised location selected by the customer.

12. Change-of-Mind Requests

MedsGrove does not normally provide refunds for change-of-mind requests involving products that have been opened, unsealed, used, tested, or removed from hygiene-protective packaging.

An unopened, unused, sealed, and resaleable product may be reviewed for cancellation or return where required by applicable law.

Contact customer support before sending any product.

13. Individual Product Results

Individual responses to nutritional, herbal, topical, intimate-care, or wellness products vary.

A product is not automatically defective because:

• It does not produce a customer’s preferred result.
• The result differs from another customer’s experience.
• The timing or duration differs from an estimate.
• The customer dislikes the taste, smell, texture, or sensation.

Normal individual differences do not guarantee refund eligibility.

14. Incorrect Use

A refund or replacement may be refused where a problem was caused by:

• Using more than the directed amount.
• Using the product for an unintended purpose.
• Ignoring product instructions or warnings.
• Combining products contrary to instructions.
• Improper storage.
• Use after expiry.
• Damage occurring after delivery.

This does not affect rights relating to a defect that existed when the product was supplied.

15. Allergies and Sensitivities

Customers are responsible for reviewing ingredients and warnings before use.

An allergic reaction does not automatically mean a product is defective when the relevant ingredient was accurately disclosed. However, please report serious or unexpected reactions to customer support and seek appropriate medical assistance.

Stop using a product and seek prompt medical attention if you experience a serious reaction. MedsGrove customer support is not an emergency medical service.

16. Order Cancellation Before Dispatch

You may request cancellation before dispatch by contacting customer support.

Cancellation is not guaranteed because order processing may begin immediately after payment.

If cancellation is confirmed before dispatch, the applicable amount will be refunded to the original payment method.

Once an order has been dispatched, it cannot normally be cancelled while in transit.

17. Delivery Delays

If we cannot ship within the promised or legally permitted period, we will provide any delay notice, revised date, cancellation option, or refund required by applicable law.

A customer who accepts a revised shipping date may still have cancellation rights before shipment where required by law.

18. Customs Refusal or Seizure

Customers are responsible for checking destination-country import and product rules before ordering.

A refund is not guaranteed when a parcel is:

• Refused because the customer did not pay import charges.
• Not collected from customs or a delivery location.
• Rejected because of a customer-specific import restriction.
• Seized because the ordered product is prohibited in the destination.

If the parcel is returned to MedsGrove, we will review the situation individually. Where legally permitted, unrecoverable shipping, customs, and handling costs may be deducted.

19. Incorrect Address or Failed Delivery

MedsGrove is not responsible for delivery failure caused by incorrect or incomplete information entered by the customer.

If the parcel is returned, we may offer reshipment after the customer pays applicable additional shipping costs.

Where a refund is approved, original shipping and unrecoverable carrier charges may be deducted where permitted by law.

20. Refund Method

Approved refunds are normally issued to the original payment method.

We do not normally issue refunds to a different bank account, card, digital wallet, or person.

If the original payment method cannot receive the refund, customer support will discuss an appropriate alternative.

21. Refund Processing Time

Approved refunds are normally initiated within 5–10 business days.

After MedsGrove initiates a refund, the bank, card provider, or payment processor may require additional time to display the funds.

Shipping, customs, payment-processing, or currency-conversion charges may be non-refundable where permitted by law, except where a full refund is legally required.

22. Promotions, Discounts, and Bundles

Refunds for discounted products are based on the amount actually paid.

Where only part of a bundle is eligible for refund, the refund may be calculated using the individual or adjusted promotional value of the affected product.

Free promotional items may need to be returned, destroyed, or accounted for when calculating a refund, where permitted by law.

23. Abuse and Fraud Prevention

MedsGrove may refuse or investigate claims involving:

• False or altered evidence.
• Repeated claims inconsistent with order history.
• Payment fraud or unauthorised chargebacks.
• Intentional product damage.
• Multiple claims for the same order.
• Resale activity or policy abuse.

We may restrict accounts or orders where reasonably necessary to protect customers and the business.

24. United Kingdom Cancellation Rights

If United Kingdom distance-selling law applies, you may normally notify us that you wish to cancel an eligible online order within 14 days after delivery.

After providing notice, you may have a further 14 days to return eligible goods where a physical return is required.

The cancellation right may not apply after sealed goods have been opened where the goods are unsuitable for return for health-protection or hygiene reasons.

Where a cancellation is legally valid, we will provide the refund and standard-delivery reimbursement required by law.

25. European Economic Area Cancellation Rights

If European Economic Area consumer law applies, you may normally have 14 days after receiving eligible goods to withdraw from an online purchase without giving a reason.

The withdrawal right may not apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons after the seal has been broken.

Separate and longer legal remedies may apply where goods are faulty, unsafe, damaged, or not as described.

26. Mandatory Consumer Rights

Nothing in this policy excludes or limits rights that cannot legally be excluded, including applicable rights concerning:

• Faulty goods.
• Unsafe products.
• Misdescribed products.
• Incorrect products.
• Undelivered orders.
• Legal guarantees.
• Distance-selling cancellation rights.

If this policy conflicts with a mandatory consumer law that applies to your purchase, the mandatory law will take priority.

27. How to Request a Resolution

Contact:

MedsGrove
Email: support@medsgrove.com
WhatsApp: +1 555 123 4567

Please provide your order number and a clear description of the issue.

Do not return or destroy a product until customer support provides written instructions.