What is your returns policy?
Please be advised that due to hygiene and sanitary purposes, MedicalLex™ disposable masks are explicitly non-exchangeable, non-returnable and non-refundable.
IMPORTANT: Please be advised that If the team handling the returns receives any non-returnable item, we will be immediately sending these items back to the original shipping address without making a replacement, exchange or refund.
I received the wrong item
Please email us at [email protected] and we will send out your replacement immediately.
I have not received the masks yet and was notified that it was confiscated by customs.
We will not be held responsible for lost orders due to confiscated shipments if your government or your local customs has confiscated the parcel. Unfortunately, when this happens, it is out of our hands so please confirm with your local policy before placing your order to make sure your order gets to you.
I want to change the order that I already placed, how can I go about it?
Please be advised that for any changes in your order, you will be provided a limited window of 60 minutes (1 hour) to request changes and modify the order.
For cancellations and changes, please send us an email via [email protected] so we can take care of your request immediately.
- Changing the number of orders
- Changes in the billing or shipping address
- Adding Items in your order
- Changing the shipping method
- Changing the name in the order.
- Changing the phone number in the order.
Any modification or changes in your order made AFTER 60 minutes cannot be allowed as the order is already final since by this time, your order already made its way to our warehouse for shipping.
IMPORTANT: Lost orders due to incorrect address does not qualify for replacement and refund.
My order arrived damaged, what can I do?
Did your item arrive damaged, different or not working? Please email us at [email protected] and we will send out your replacement immediately.
If you would like to proceed with a full refund, please refer to the procedures below:
1. Within 30 days of receiving the product contact us with a photo or video explaining the issue and whether you want a refund or replacement.
2. We will review the claim and contact you if we need more information.
3.If approved, we will refund or resend the item, you may also be asked to return the product.
4. Customers will only be charged once for shipping costs (this includes returns)
5. No-restocking to be charged to the consumers for the return of the product.