Refund policy

 

Last updated: 30 July 2026

 

This Returns & Refund Policy explains how cancellations, change-of-mind returns, faulty products, damaged orders, incorrect items, return postage and refunds are handled by MediVerified, a trading name of RKCKMJ LTD.

This policy applies in addition to any mandatory consumer rights available under applicable law.

Nothing in this policy excludes or limits any legal right or remedy that cannot lawfully be excluded or limited.


1. Cancelling an Order Before Dispatch

Contact support@mediverified.com immediately if you wish to cancel an order before it has been dispatched.

We will try to stop the order, but cancellation cannot be guaranteed once it has been processed, packed, labelled or handed to the courier.

Where the order is successfully cancelled before dispatch, we will refund the payment to the original payment method.

If the order has already been dispatched, it must be handled under the returns procedure below.


2. Consumer Change-of-Mind Right

A consumer purchasing online normally has the right to cancel an eligible order without giving a reason.

You must notify us of your decision to cancel within 14 days beginning on the day after the goods are delivered.

Where an order is delivered in separate parcels or parts, the cancellation period will ordinarily begin on the day after the final parcel or part is delivered.

After notifying us, you must return the eligible goods without undue delay and no later than 14 days after the date on which you informed us of the cancellation.

These change-of-mind rights are subject to the health and hygiene exceptions explained below.


3. How to Cancel

To cancel an eligible order, send a clear statement to:

support@mediverified.com

Please include:

  • your name;

  • your order number;

  • the products being returned; and

  • confirmation that you wish to cancel the relevant order or products.

You do not need to provide a reason for a statutory change-of-mind cancellation.

You may use the model cancellation form at the end of this policy, but its use is optional.


4. Returning the Products

Unless we have agreed to collect the products, returns should be sent to:

MediVerified Returns
 Unit 1, Belmont Business Park
 232–240 Belmont Road
 Belfast
 Northern Ireland
 BT4 2AW

Please contact us before posting a return so that we can provide the correct safety and packaging instructions. Prior approval is not required merely to exercise a statutory cancellation right.

Include the order number inside the parcel and retain proof of posting.

We recommend using a tracked return service. MediVerified cannot assess or refund a returned item until the goods, or satisfactory proof that they have been sent, have been received.


5. Condition of Change-of-Mind Returns

Customers may inspect products only to the extent reasonably necessary to establish their nature, characteristics and suitability, in the same way they would normally be permitted to inspect goods in a shop.

Returned goods should be:

  • unused;

  • clean;

  • complete;

  • free from damage or contamination;

  • accompanied by any accessories or instructions; and

  • packaged securely for return.

A lawful deduction may be made where handling beyond what was reasonably necessary has reduced the value of the goods.

The absence or damage of ordinary outer packaging does not automatically remove the right to cancel. However, a deduction may be appropriate where the packaging forms part of the product’s value or its absence causes a genuine reduction in resale value.

Different rules apply where packaging constitutes a health, hygiene, sterile or tamper-evident seal.


6. Sterile, Sealed and Hygiene-Sensitive Products

The statutory change-of-mind right does not apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons once the relevant seal has been broken after delivery.

For MediVerified products, this may apply where any of the following has been opened, punctured, removed or compromised:

  • an individual sterile syringe or needle wrapper;

  • a sterile barrier;

  • an alcohol-swab sachet;

  • a tamper-evident health or hygiene seal; or

  • other packaging specifically protecting the product against contamination.

Opening the courier mailing bag, shipping carton or an ordinary retail box does not, by itself, remove the cancellation right unless that packaging is itself the relevant health or hygiene seal.

Where products remain individually sealed and uncontaminated, they may still be eligible for return, depending on how the specific sellable pack was supplied and whether its health or hygiene seal remains intact.

This exception applies only to change-of-mind returns. It does not remove a customer’s rights where a product is faulty, damaged, unsafe, incorrectly supplied, not as described or already compromised when delivered.


7. Syringes, Needles and Alcohol Swabs

Do not return any syringe, needle or alcohol swab that:

  • has been used;

  • has been removed from its individual sterile or protective wrapper;

  • has been exposed to contamination;

  • has come into contact with a person, animal, medicine or bodily fluid; or

  • could reasonably present a health or safety risk.

Contact us before returning any product where sterility, contamination or safe handling is in question.

Never place a used or exposed needle in ordinary post.


8. Sharps Containers

A sharps container may be returned for a change of mind only where it is:

  • completely unused;

  • clean and uncontaminated;

  • empty;

  • in a condition suitable for lawful resale; and

  • not permanently locked or closed, where the product has an irreversible final-closure mechanism.

A sharps container must never be returned after it has held any syringe, needle, lancet, sharp, clinical waste or potentially contaminated material.

Used or contaminated sharps containers must be disposed of through an appropriate local clinical-waste or sharps-disposal service and must not be posted to MediVerified.


9. Faulty, Damaged, Unsafe or Incorrect Products

Contact us promptly if a product:

  • is faulty;

  • is damaged;

  • arrives with compromised sterile or protective packaging;

  • is unsafe;

  • does not match its description;

  • is missing components; or

  • is not the item ordered.

Please provide the order number, a description of the problem and clear photographs where possible.

Do not use a product that appears damaged, contaminated or unsafe.

We may offer an appropriate remedy such as a refund, replacement, repair or price reduction, depending on the product, the issue, the time elapsed and the applicable law.

Where a return is reasonably required because the product is faulty, damaged, unsafe or incorrectly supplied, MediVerified will arrange or reimburse reasonable return costs.

UK and Irish consumers generally have a short-term right to reject faulty or misdescribed goods within 30 days. Further rights to repair, replacement, price reduction or refund may continue after that period. Customers in other European destinations retain any mandatory remedies provided by their local consumer law.


10. Return Postage Costs

For an eligible change-of-mind return, the customer is responsible for the direct cost of returning the goods unless MediVerified agrees otherwise.

MediVerified will pay or reimburse reasonable return costs where:

  • the wrong item was supplied;

  • the product was damaged in transit;

  • the product was faulty or not as described; or

  • applicable law requires us to do so.

Customers should not send returns using a cash-on-delivery or postage-due service.


11. Refund Amount

For an eligible full-order cancellation, the refund will ordinarily include:

  • the price paid for the returned goods; and

  • the cost of the least expensive standard delivery service offered for that order.

Where the customer selected a more expensive premium or expedited delivery service, we are not required to refund the difference between that service and the least expensive standard option.

Where only part of an order is returned, the original delivery charge will not normally be refunded unless required by law.

The refund may be reduced where legally permitted to reflect:

  • diminished value caused by excessive handling;

  • missing parts or accessories;

  • damage caused after delivery; or

  • another genuine reduction in value for which the customer is responsible.

Any refund for a discounted bundle, multi-buy or promotional order will reflect the amount actually paid and the way the discount was allocated across the products.


12. Refund Timing

Refunds will be made without undue delay and, where the customer is responsible for returning the goods, no later than 14 days after the earliest of:

  • the day we receive the returned goods; or

  • the day the customer provides satisfactory evidence that the goods have been sent back.

We may withhold the refund until the goods have been returned or suitable evidence of return has been supplied.

Refunds will normally be made to the original payment method unless another method is expressly agreed.

After we process a refund, the customer’s bank, card provider or payment service may take approximately three to five working days to display the funds. That banking timeframe is separate from the date on which MediVerified processes the refund.


13. Exchanges

We do not guarantee direct exchanges for change-of-mind returns.

Where an alternative product is required, the simplest process may be to return the eligible original product for a refund and place a new order.

Where a product is faulty, damaged or incorrectly supplied, we may offer a replacement where appropriate and available.


14. Refused and Uncollected Deliveries

Refusing delivery or failing to collect a parcel does not necessarily provide all the information required to exercise a cancellation right.

Customers should also contact support@mediverified.com and clearly state that they wish to cancel the order.

Once the parcel has been returned to us, we will assess the order in accordance with this policy and applicable law.

Reasonable additional delivery or return costs caused by incorrect address information, refusal or non-collection may be taken into account where legally permitted.


15. Business and Professional Purchases

The statutory 14-day change-of-mind right generally applies to consumers purchasing wholly or mainly outside their trade, business, craft or profession.

Where an order is placed wholly or mainly for business or professional purposes, change-of-mind returns are accepted only where agreed by MediVerified in writing.

This does not exclude any rights a business customer may have where goods are faulty, damaged, incorrectly supplied or do not comply with the contract.


16. Product Safety and Recall Returns

Where MediVerified or a manufacturer issues a safety notice, field safety corrective action or product recall, affected customers should follow the specific instructions provided.

Do not return a used, contaminated or potentially hazardous product unless expressly instructed to do so.

Recall-related return or disposal costs will be handled according to the relevant safety instructions and applicable law.


17. Model Cancellation Form

This form may be used to cancel an eligible consumer order, but its use is not compulsory.

To: MediVerified, RKCKMJ LTD, Unit 1, Belmont Business Park, 232–240 Belmont Road, Belfast, Northern Ireland, BT4 2AW
 Email: support@mediverified.com

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Goods:
 Order number:
 Ordered on:
 Received on:
 Customer name:
 Customer address:
 Date:

A signature is required only where this form is submitted on paper.


18. Contact Us

For cancellations, returns, damaged products, incorrect orders or refunds, contact:

MediVerified
 RKCKMJ LTD
 Company number: NI731628
 Unit 1, Belmont Business Park
 232–240 Belmont Road
 Belfast
 Northern Ireland
 BT4 2AW

Email: support@mediverified.com