Refund policy

Order Cancellations & Returns

At MedandGrace, all of our products are personalized and made to order, meaning we do not accept returns or exchanges for change of mind or incorrect details provided by the customer.

If you wish to cancel an order, please contact us as soon as possible. Cancellations can only be processed before production begins. If your order is eligible for cancellation, a refund will be issued minus a 2.2% transaction fee and a £5 administration/restocking fee. Once production has started, the order cannot be cancelled or refunded.

Please review your order carefully before completing your purchase.

 

 

Damaged, Defective, or Incorrect Items

Every order is carefully inspected before shipment to ensure quality and accuracy. We maintain records of this process for verification purposes.

Upon receiving your package, please inspect your items immediately. If there is an issue with your order, you must contact us at hello@medandgrace.com within 7 days of delivery.

What to do if you receive a damaged or incorrect item:

  • Take clear photos or a video of the issue, including packaging if applicable.

  • Email us with your order number and a description of the problem.

  • We will review your claim and determine the appropriate resolution.

If the damage occurred during transit, we may direct you to file a claim with the shipping provider, as outlined in our Shipping Policy.

If the issue is determined to be an error on our part, we will offer one of the following solutions, depending on the nature of the issue:

  • Repair or replacement of the affected item.

  • A partial or full refund for the value of the item (if necessary).

We strive to ensure every order meets our high quality standards and appreciate your understanding that personalized items cannot be returned.

For any questions, please contact us at hello@medandgrace.com.