Refund Policy

Overview

This Refund Policy explains how returns and refunds are handled for eligible consumer orders placed with MediFlex Wellness Cyprus Ltd. It is designed to be transparent and to respect your rights as a consumer under applicable Cyprus and EU rules. Please read it together with our Terms of Use.

Right of withdrawal for eligible online purchases

For eligible goods purchased online as a consumer, you generally have the right to withdraw from your purchase within a set period without needing to give a reason, subject to the conditions described below and to any exceptions permitted by law.

14-day withdrawal period for eligible goods

Where the right of withdrawal applies, you have 14 days from the day you (or a third party you nominate) receive the goods to notify us that you wish to withdraw. After notifying us, you should return the goods without undue delay and within the timeframe communicated to you.

Conditions for returning physical goods

To be eligible for a return, physical goods should, where reasonably possible:

• Be unused and in the same condition in which you received them.
• Be returned with any original packaging, seals and included items.
• Be accompanied by proof of purchase, such as an order reference or receipt.

You may handle goods as you would in a shop to check their nature and characteristics, but you may be responsible for any diminished value resulting from handling beyond what is necessary.

Products that cannot be returned for hygiene or safety reasons

For hygiene and safety reasons, certain products cannot be returned once they have been opened or used, where their seal has been broken after delivery. This may include topical wellness products and similar items. This restriction does not apply where a product is faulty, damaged or incorrectly supplied.

How to request a return

To request a return, please contact our support team with your order details:

• Email support@mediflexwellness.cy with your name, order reference and the items concerned.
• Or call +357 22 041 876 during business hours, Monday–Friday, 09:00–18:00 EET.

We will confirm the next steps and provide return instructions. Our team typically responds within 1–2 business days.

Refund timing

Once we receive and inspect your returned goods, or receive evidence that you have sent them back, we will process any refund due without undue delay. Refunds are normally made using the same payment method you used for the original transaction, unless otherwise agreed. Your bank or payment provider may require additional time to display the refund.

Shipping costs

Where you exercise a right of withdrawal, you may be responsible for the direct cost of returning the goods, unless we have agreed otherwise or the return is due to a fault or error on our part. Original standard delivery costs are refunded in accordance with applicable consumer rules where the right of withdrawal applies.

Damaged or incorrect items

If you receive goods that are damaged, faulty or incorrectly supplied, please contact us promptly. We will arrange a suitable remedy, which may include a replacement or a refund, at no additional cost to you where required by law. Please keep the goods and any packaging until we have agreed the next steps.

Non-delivery

If your order has not arrived within the expected timeframe, please contact us so we can investigate with the carrier. Where an eligible order cannot be delivered, we will work with you to arrange redelivery or a refund as appropriate.

Contact details

For any return or refund query, please contact:

• MediFlex Wellness Cyprus Ltd
• 28 Arch. Makarios III Avenue, Office 204, 1065 Nicosia, Cyprus
• Phone: +357 22 041 876
• Email: support@mediflexwellness.cy
• Business hours: Monday–Friday, 09:00–18:00 EET

Important note on consumer rights