Return & Refund Policy

Clear, transparent, and compliant return and refund terms for 9 LIVES MEDICAL LTD customers in the United Kingdom.

1. Overview & Return Window

At 9 LIVES MEDICAL LTD, customer satisfaction and statutory compliance are top priorities. Our Return & Refund Policy gives you 30 calendar days from the date you receive your order to initiate a return request.

If 30 days have passed since your delivery was confirmed, we unfortunately cannot offer a full refund or exchange, unless the product is proven to have a manufacturer default.

2. Conditions for Return & Eligibility

To qualify for a valid return and full refund, all returned items must satisfy the following strict conditions:

• Original Condition: The item must be unused, unworn, unwashed, and in the exact condition that you received it.
• Original Packaging: The product must remain in its original manufacturer box/packaging with all security seals, tags, protective films, and accessories intact.
• Proof of Purchase: A valid receipt or order invoice from 9 LIVES MEDICAL LTD is mandatory.
• Medical Hygiene Exclusions: Due to health, hygiene, and medical safety regulations, opened or used medical equipment, personal health items, or sterile packaged items cannot be returned unless they arrive damaged, defective, or incorrect.

3. Cash on Delivery (COD) & Refund Mechanism

Our store exclusively accepts Cash on Delivery (COD) for transactions in the UK. Because cash payments cannot be physically returned through courier services, our refund mechanism operates as follows:

• Bank Transfer: Approved refunds will be transferred directly to a UK bank account specified by the customer.
• Account Details required: Once your return is accepted at our warehouse, our billing team will email you to request your UK Account Number and Sort Code.
• Processing Time: Bank refunds are executed within 3 to 5 business days following the quality inspection of the returned product.
• Store Credit Option: Customers may also choose to receive an immediate store credit voucher for future purchases instead of a bank transfer.

4. Step-by-Step Return Process

Follow these steps to ensure your return is handled smoothly without delays:

1. Submit Request: Send an email to contact@9livesmedicall.shop with your Order ID, full name, reason for return, and clear photos if the item is damaged or defective.
2. Approval & Return Address: Once reviewed, our support team will send you a Return Authorization and our registered UK warehouse address. Do not send items back without prior authorization.
3. Packaging: Pack the item securely in its original packaging to prevent transit damage.
4. Shipping: Ship the item using a trackable courier service (e.g., Royal Mail, DPD, EVRi) and email us the tracking details.

5. Return Shipping Costs & Restocking Fees

We do not charge any restocking fees on any returned items.

6. Damaged, Defective, or Incorrect Deliveries

Please inspect your package immediately upon delivery. If your item arrives damaged in transit, defective, or if you receive the wrong product, please notify us within 48 hours of delivery at contact@9livesmedicall.shop.

Provide your Order Number along with clear photographic or video evidence. Upon validation, we will dispatch a replacement immediately or process a full refund including any applicable shipping costs at zero extra charge to you.

7. Order Cancellations

If you wish to cancel an order after placing it, you must contact customer service immediately. Because we dispatch orders within 1 to 2 business days, cancellations are only possible before dispatch. If the order has already left our distribution hub, you may return it upon arrival by following our standard return procedure.

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