Refund policy

Refund & Return Policy

Last Updated: August 31, 2026

At Medicube, customer satisfaction is important to us. Please read this Refund & Return Policy carefully before submitting a return, refund, or replacement request.

This policy applies to purchases made directly through our website and explains the conditions applicable to cosmetic/non-device products and Age-R devices.

1. Important Product-Specific Return Rules

Different rules apply depending on the type of product purchased.

Cosmetic, Body & Hair-Care Products — Non-Devices

For hygiene and safety reasons, cosmetic, skincare, body-care, and hair-care products cannot be returned or exchanged for change-of-mind reasons, even if they are unopened or unused.

If a non-device product arrives damaged or defective, please contact us within 30 days of receipt. Where the claim is approved, a replacement may be provided.

Age-R Devices — United States

Age-R devices purchased for delivery within the United States have separate return and warranty conditions:

  • Change-of-mind returns are eligible within 30 days of receipt only if the device is original, sealed, and unopened.

  • The customer is responsible for return shipping costs for change-of-mind returns.

  • Damaged or defective Age-R devices may be eligible for a replacement within one year of the date of receipt.

  • Defective Age-R devices are eligible for replacement only, not a refund, under the applicable device warranty.

  • Damage caused by customer misuse, accidents, improper handling, or other customer-related causes is not covered by the free replacement service.

  • To verify a reported defect, Medicube may request photographs, videos, or other evidence demonstrating the device malfunction.

Age-R Devices — International Orders

For international Age-R device orders:

  • The customer is responsible for applicable customs fees, duties, taxes, and other import charges.

  • The customer is responsible for applicable return shipping costs.

  • Medicube does not provide free return shipping labels for international customers.

  • Additional international return requirements may apply depending on the destination country and applicable customs regulations.

2. Cosmetic & Non-Device Products

For hygiene reasons, Medicube does not accept returns or exchanges for cosmetic, skincare, body-care, or hair-care products due to change of mind or simple remorse.

This applies even when the product is:

  • Unopened

  • Unused

  • Sealed

  • In its original packaging

We take these precautions to ensure that customers receive products that have not previously been returned or handled after leaving our fulfilment facility.

Damaged or Defective Non-Device Products

If a cosmetic, skincare, body-care, or hair-care product arrives damaged or defective, please contact us within 30 days of receipt.

Please provide:

  • Your order number

  • Clear photographs of the product

  • Photographs of the shipping box and packaging

  • A description of the issue

Our team will review the claim and, where the claim is approved, may provide a replacement or another appropriate resolution.

3. Age-R Device Returns — United States

Change of Mind / Unwanted Device

If you change your mind about an Age-R device purchased for delivery within the United States, you may request a return within 30 days of receiving the product.

The device must be:

  • Completely unopened

  • Unused

  • In its original sealed condition

  • In its original packaging

The customer is responsible for the return shipping cost for a change-of-mind return.

A return is not considered approved until you receive confirmation from our Customer Support team.

4. Damaged or Defective Age-R Devices — United States

If your Age-R device is damaged or defective, please contact us as soon as possible.

An approved defective Age-R device may be eligible for replacement within one year from the date of receipt.

Important Warranty Conditions

The defective-device remedy is a replacement, not a refund.

Medicube does not currently provide free repair service for damage caused by the customer's fault during the applicable warranty period.

Customer-caused damage may include, but is not limited to:

  • Accidental damage

  • Dropping the device

  • Liquid or spill damage

  • Improper use

  • Improper storage

  • Physical damage caused by the customer

  • Failure to follow applicable product instructions

To determine whether a device is defective, we may request evidence of the malfunction.

This may include:

  • Photographs

  • Videos showing the device malfunction

  • Product or order information

  • Other information reasonably necessary to evaluate the claim

A replacement will only be provided after the reported issue has been reviewed and approved.

5. Age-R Devices — International Orders

For international Age-R device orders, customers are responsible for applicable customs duties, import taxes, VAT, handling charges, and other fees imposed by the destination country or customs authorities.

Customers are also responsible for return shipping costs where a return is required.

Medicube does not provide free return shipping labels for international customers.

Customs requirements and import regulations vary by country. Customers should review the applicable requirements before placing an international order.

Any customs fees, duties, taxes, or handling charges imposed by the destination country's authorities or carrier are generally non-refundable.

6. Damaged, Defective or Incorrect Orders

If you receive an order that is damaged, defective, or contains an incorrect item, please contact us within 30 days of delivery/receipt.

Please include:

  • Your order number

  • Full name

  • Clear photographs of the product

  • Photographs of the shipping box and packaging

  • A description of the issue

  • A video where necessary to demonstrate a device malfunction

Our team will review your request and determine the appropriate resolution based on the product type and circumstances.

Depending on the circumstances, an approved claim may result in:

  • A replacement

  • A refund where applicable

  • Another appropriate remedy

The remedy available may differ between cosmetic/non-device products and Age-R devices.

7. Items Purchased from Other Retailers

This Refund & Return Policy applies only to purchases made directly through medicube.uk.com.

We cannot process refunds, replacements, or exchanges for products purchased from third-party retailers or marketplaces, including but not limited to:

  • Amazon

  • Space NK

  • ULTA

  • Kohl's

  • ASOS

  • Other authorised retailers or marketplaces

If you purchased a Medicube product from another retailer, please contact the retailer from which you purchased the product and follow its return or warranty procedures.

8. Exchanges

Medicube does not currently offer direct product exchanges or store credit for ordinary change-of-mind requests.

Where a defective or damaged product is approved for replacement, the replacement will be handled according to the applicable product-specific policy.

If you are eligible for a refund, the refund will generally be issued to the original payment method.

9. Return Process

If you believe your order qualifies for a return, refund, or replacement, please contact our Customer Support team before sending any product back.

Email: help.medicube@gmail.com

Please provide:

  • Your order number

  • Full name

  • Product name

  • Reason for your request

  • Photographs where applicable

  • Video evidence where requested for device defects

Our team will review your request and provide further instructions if a return is authorised.

Please do not send products back without receiving return instructions from our Customer Support team.

Unauthorised returns may not be accepted or processed.

10. Customer Responsibilities for Returns

If a return is authorised, the customer is responsible for the returned product until it is received at the designated return facility.

We strongly recommend using a tracked shipping service and retaining your proof of postage until your return or replacement request has been fully processed.

Unless otherwise stated in this policy, customers are responsible for return shipping costs for eligible change-of-mind returns.

For international Age-R device returns, customers are specifically responsible for applicable return shipping costs and Medicube does not provide free return shipping labels.

Medicube is not responsible for products lost during return transit when the customer is responsible for arranging the return shipment.

11. Non-Returnable & Non-Refundable Items

The following may not be eligible for return or refund:

  • Opened or used cosmetic/skincare products

  • Unopened cosmetic/skincare products returned solely due to change of mind

  • Opened or used body-care products returned solely due to change of mind

  • Opened or used hair-care products returned solely due to change of mind

  • Products damaged due to misuse, neglect, accident, or improper storage

  • Products damaged by the customer

  • Products marked as Final Sale or Non-Returnable

  • Gift cards

  • Shipping charges, except where required by applicable law or where the return is due to our error

  • Products purchased from unauthorised or third-party retailers

  • Products returned without the required proof of purchase

  • Products returned without prior authorisation where authorisation is required

For Age-R devices, additional product-specific conditions described in this policy apply.

12. Lost or Stolen Packages

Once a shipment has been marked as Delivered by the shipping carrier, Medicube cannot guarantee a refund or replacement for packages that are subsequently reported as lost, stolen, or misplaced.

If you believe your package was delivered incorrectly, please:

  1. Check around your property.

  2. Check with household members or neighbours.

  3. Contact the shipping carrier.

  4. Contact our Customer Support team for assistance.

We may assist with a carrier investigation where applicable, but a refund or replacement is not guaranteed for packages confirmed as delivered.

13. Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping information at checkout.

Medicube cannot be held responsible for orders that are delayed, lost, returned, or otherwise affected because of incorrect or incomplete information supplied by the customer.

This includes:

  • Incorrect addresses

  • Missing apartment or unit numbers

  • Incorrect postal codes

  • Incorrect recipient information

  • Other incomplete delivery information

If an order is returned to us because of incorrect shipping information, additional shipping or re-delivery charges may apply before the order can be shipped again.

14. Refund Processing

Where a refund is approved under this policy, it will generally be issued to the original payment method used for the purchase.

Once an approved return has been received and inspected, our team will notify you regarding the outcome.

After a refund has been processed, please allow approximately 5–12 business days for the funds to appear in your account.

Actual processing times depend on your payment provider, bank, or financial institution.

Original shipping charges are generally non-refundable unless the refund is being provided because of an error attributable to Medicube or where otherwise required by applicable law.

For international orders, customs duties, import taxes, VAT, brokerage fees, and customs handling charges imposed by the destination country or carrier are generally non-refundable.

15. Return Refusals

Medicube reserves the right to refuse a return, refund, or replacement request where:

  • The product does not meet the applicable eligibility requirements.

  • The product has been used when an unused condition is required.

  • A cosmetic or non-device product is being returned solely because the customer changed their mind.

  • An Age-R device has been opened or used when an unopened return is required.

  • The product has been damaged through customer misuse or negligence.

  • The product has been altered or tampered with.

  • Proof of purchase cannot be verified.

  • The purchase was made through another retailer.

  • The request falls outside the applicable time period.

  • Fraudulent, abusive, or suspicious return activity is suspected.

Unauthorised or ineligible returns may be returned to the customer at the customer's expense.

16. Fair Use Policy

Our return and refund policy is intended to provide a fair experience for our customers while protecting product quality, hygiene, and safety standards.

We reserve the right to limit or refuse refunds, returns, replacements, or future purchases where we identify excessive, abusive, fraudulent, or suspicious activity.

17. Contact Us

If you have questions about a return, refund, replacement, or defective product, please contact our Customer Support team.

Email: help.medicube@gmail.com

Please include your order number in all correspondence so that we can assist you as quickly as possible.

Thank you for choosing Medicube.