Refund policy

Refund & Replacement Policy

Last updated: 6/08/2026

At MediSup, we want you to be fully satisfied with your purchase. Please read this policy carefully, as it outlines how we handle refunds, replacements, and claims for misprinted, damaged, defective, or lost items.

Refunds & Replacements

Any claims for misprinted, damaged, or defective items must be submitted within 30 days of receiving your product.

  • Lost packages: Claims for packages lost in transit must be submitted no later than 30 days after the estimated delivery date.

If you notice an issue with your order, please contact our customer support team at info@medisup.store and include a photo of the item along with a brief description of the problem. We will review your claim and let you know whether it has been approved or denied.

  • If approved and you request a replacement, a new order will ship within 3 business days.
  • If approved and you request a refund, the credit will be applied to your original payment method within a few business days.

Refund & Replacement Exemptions

We are unable to offer a refund, credit, or replacement in the following situations:

  • Incorrect Address – If the shipping address provided was incomplete or incorrect and the courier returns the package to our facility, you will be responsible for the cost of reshipment once an updated address is confirmed.
  • Unclaimed Packages – If a shipment goes unclaimed and is returned to our facility, you will be responsible for the cost of reshipment.
  • Buyer's Remorse – We do not offer refunds for buyer's remorse. If you'd like to return a product or exchange it, please contact us first — return shipping and any exchange costs are the customer's responsibility.
  • Rejected by Customs – If applicable to your order, packages returned due to customs rejection are not eligible for a refund. Customers are responsible for understanding import regulations and any associated customs fees for their location.
  • Order Already in Production – Once an order has moved into fulfillment/production, we are unable to cancel or refund it, even if the status still shows as "Accepted."
  • Product Discontinuation or Extended Backorder – We do not provide compensation for marketing, advertising, or related expenses if a product is discontinued or out of stock for an extended period.
  • Uncollected Carrier Deliveries – If a shipment (e.g., via FedEx) is not delivered due to an unreachable recipient, incorrect contact information, refusal or non-payment of import duties/taxes, or any other reason attributable to the recipient, the carrier may abandon or destroy the shipment. In these cases, we cannot offer a refund, reshipment, or replacement.

EU Customers: To exercise your right to cancel under the EU 14-day cooling-off period, you must accept delivery of the goods. Failure to accept delivery does not constitute a valid cancellation and may result in forfeiting your right to a refund.

Late or Missing Refunds

If you haven't received your refund yet:

  1. Check your original payment method/account — processing can take a few business days.
  2. Contact your credit card company, as it may take additional time for the refund to post officially.
  3. Contact your bank, as there is often processing time before a refund appears.

If you've completed these steps and still have not received your refund, please contact our customer support team at info@medisup.store for further assistance.

Governing Language

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose.

MediSup partners with third-party fulfillment providers to produce and ship orders. This policy reflects the terms under which those orders can be replaced or refunded.