Returns & Refund Policy
Last updated: 04 September 2026
At Medna.Shop, we want you to be happy with your purchase.
If you need to return a product, request a refund, or report a problem with an order, please contact us first.
Please do not send products back without contacting us.
Because Medna.Shop operates with multiple fulfilment locations, we will provide you with the correct return instructions and return address for your particular order.
1. How to Contact Us
To request a return, refund or replacement, please contact:
Lexa Limited trading as Medna.Shop
Email: info@medna.shop
Telephone: +356 999-99032
Please include:
- your order number;
- the product or products concerned;
- the reason for the return, where applicable; and
- photographs if the product is damaged, faulty or incorrect.
We will provide you with the appropriate return instructions and, where applicable, a return label or return ticket.
Please do not send a return to the registered company address unless we specifically instruct you to do so.
The correct return location may depend on the product and the warehouse from which your order was fulfilled.
2. Your 14-Day Right of Withdrawal
If you are a consumer purchasing goods online and the statutory right of withdrawal applies to your purchase, you generally have 14 days to withdraw from the contract without giving a reason.
For goods, the 14-day period generally begins when you, or someone you nominate other than the carrier, receive the goods.
If an order contains several products that are delivered separately, the withdrawal period generally begins when you receive the last product forming part of the order.
To exercise your right of withdrawal, you must clearly inform us that you have decided to withdraw from the purchase.
You can do this by contacting us at info@medna.shop.
Please provide your order number and identify the product or products concerned.
You do not need to provide a reason.
For more information about EU consumer rights when shopping online, you can visit the official European Union Your Europe – Returns and the right of withdrawal.
3. Returning Products
After notifying us that you wish to withdraw, you should return the goods without undue delay and generally no later than 14 days after notifying us of your withdrawal.
Please contact us before sending the goods so that we can provide the correct return address and instructions.
Unless we have agreed otherwise or applicable law requires us to cover the cost, you are responsible for the direct cost of returning goods when exercising the statutory right of withdrawal.
Where a return label is provided by Medna.Shop, we will explain any applicable arrangements when we provide the label.
Further information is available from the official EU Your Europe – Distance selling.
4. Condition of Returned Products
When exercising your statutory right of withdrawal, you may handle the product only to the extent reasonably necessary to establish its nature, characteristics and functioning.
You may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary for this purpose.
Where possible, please return products:
- in their original packaging;
- complete with accessories and accompanying materials;
- with labels and instructions; and
- in a condition suitable for resale.
However, the absence of original packaging does not automatically remove your statutory rights where the law provides otherwise.
The relevant EU consumer provisions can be found in the official EUR-Lex Consumer Rights Directive.
5. Refunds for Withdrawn Orders
When you validly exercise your statutory right of withdrawal, we will refund the payments received from you in accordance with applicable law.
The refund will generally include the cost of the least expensive standard delivery option available at the time of purchase.
If you selected a more expensive delivery option, such as express delivery, we are not required to refund the additional amount above the cost of the standard delivery option.
We may withhold the refund until:
- we have received the returned goods; or
- you provide evidence that you have sent the goods back;
whichever occurs first, as permitted by law.
Refunds will normally be made using the same payment method used for the original transaction, unless another method is agreed with you.
For more information, please see the official EU Your Europe – Returns and refunds.
6. Products Excluded from the 14-Day Withdrawal Right
The statutory right of withdrawal does not apply to every product.
Depending on the circumstances, exceptions may include:
- goods that deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health or hygiene reasons once unsealed;
- goods made according to the customer's specifications or clearly personalised; and
- other products specifically excluded by applicable law.
Where an exception applies, the applicable information will be provided before purchase.
The official EU list of exceptions is available through Your Europe – Returns and the right of withdrawal.
7. Custom and Private-Label Soaps
Medna.Shop offers custom, bespoke and private-label soaps that may be made according to your specifications.
These may include customisation using:
- essential oils offered on our Website;
- botanical ingredients offered on our Website;
- kaolin clays offered on our Website;
- other ingredients offered by Medna.Shop; or
- approved ingredients supplied by you.
Because these products are made according to the customer's specifications or are clearly personalised, the statutory 14-day right of withdrawal generally does not apply to them.
This does not affect your statutory rights if a custom product is:
- defective;
- unsafe;
- materially different from what was agreed; or
- otherwise does not conform to applicable legal requirements.
For more information about custom formulations, ingredients, pricing, packaging and curing time, please see our Terms and Conditions.
The EU rules concerning goods made to a consumer's specifications or clearly personalised can be found in Article 16(c) of the EU Consumer Rights Directive.
8. Natural Cosmetics and Personal-Care Products
Certain cosmetic and personal-care products may be excluded from the statutory right of withdrawal once they have been unsealed or opened where the applicable health or hygiene exception applies.
This may apply to certain soaps, skincare products, body-care products and other personal-care products where returning an opened product would make it unsuitable for resale for health or hygiene reasons.
This does not affect your statutory rights concerning products that are defective, unsafe or do not conform to the contract.
If you are unsure whether a product can be returned, please contact us before sending it back.
The relevant EU consumer rules are available through the official EU Consumer Rights Directive.
9. Food Products
Certain food products may be excluded from the 14-day right of withdrawal where they are liable to deteriorate or expire rapidly or fall within another statutory exception.
If a food product is eligible for return, please follow the return instructions provided by Medna.Shop.
If you receive a food product that is damaged, defective, unsafe or does not conform to your order, please contact us immediately.
Do not consume a product if you believe it may be unsafe.
For general information about EU consumer rights, please see Your Europe – Returns and refunds.
10. Nutritional and Food Supplements
Some nutritional supplements sold through Medna.Shop are manufactured and fulfilled within the United Kingdom for UK domestic delivery.
Where the statutory right of withdrawal applies, the applicable withdrawal rules will apply.
However, certain sealed products may become excluded from the right of withdrawal once opened where the statutory health or hygiene exception applies.
For this reason, if you intend to return a supplement under the 14-day withdrawal right, please do not open or use it.
If you receive a supplement that is damaged, incorrect, faulty or otherwise does not conform to your order, please contact us before using it.
11. Products Supplied from Outside the European Union
Some products offered by Medna.Shop may be supplied directly from outside the European Union.
For example, certain Nablus soap products may be supplied directly from Palestine.
These products may take longer to arrive because of customs clearance, import procedures and transportation arrangements.
The applicable statutory consumer rights remain unaffected.
If a product is delayed, damaged, held by customs or affected by another delivery or import issue, please contact us so that we can investigate the matter.
12. Damaged Products
If your order arrives damaged, please contact us as soon as reasonably possible.
Please provide:
- your order number;
- photographs of the damaged product;
- photographs of the packaging; and
- any relevant delivery information.
Please keep the product and packaging until we have completed our investigation, as the carrier or fulfilment provider may require them.
We will assess the issue and provide an appropriate remedy in accordance with applicable law.
13. Incorrect Products
If you receive a product that you did not order, please contact us before returning it.
We will provide the appropriate return instructions and arrange an appropriate solution.
Where we have sent you the wrong product, we will cover the reasonable return and replacement arrangements required to correct the error, subject to applicable law.
14. Faulty or Non-Conforming Products
If a product is faulty, defective or does not conform to the contract, please contact us.
Your statutory legal guarantee rights are separate from our voluntary return policy.
Under EU consumer law, goods are generally covered by a minimum two-year legal guarantee. If goods are faulty or do not conform to the contract, the consumer may be entitled to repair or replacement and, where appropriate, a price reduction or refund.
Depending on the circumstances, we may ask you to provide photographs or other information to help us assess the issue.
Where a return is required because the product is defective or does not conform to the contract, we will provide appropriate return instructions and will not make you bear costs that are legally our responsibility.
For more information about the EU legal guarantee, please visit the official Your Europe = Guarantees and legal protection.
15. Missing Items and Split Shipments
Medna.Shop operates with multiple warehouses, so products from one order may arrive in separate parcels.
Before reporting an item as missing, please check:
- whether your order has multiple tracking numbers;
- whether you have received separate shipping notifications; and
- whether the remaining items are still in transit.
If you believe an item is genuinely missing, contact us with your order number.
We will investigate the shipment and provide an appropriate solution.
16. Returns from Different Fulfilment Locations
Different products may be fulfilled from different warehouses and may therefore have different return locations.
Do not send a return to a warehouse address shown on your parcel unless we have specifically instructed you to do so.
Please always contact us before physically returning a product.
We will provide the appropriate return address, instructions and, where applicable, a return label or return ticket.
17. Workshops
Medna.Shop offers online one-to-one and group workshops relating to subjects such as:
- soap making;
- natural cosmetics;
- naturally preserved foods; and
- related natural making techniques.
Workshop cancellation and refund rights depend on the nature of the workshop, its date and whether a statutory withdrawal right applies or an applicable legal exception exists.
If you wish to cancel a workshop booking, please contact us at info@medna.shop.
If you ask us to begin providing a workshop service during the statutory withdrawal period, you may be required to pay for the part of the service already provided if you subsequently withdraw, where permitted by law.
Where a statutory exception applies, this will be communicated before booking.
For general EU information about withdrawal rights for services, please visit Your Europe – Returns and withdrawal rights.
18. Workshop Cancellations by Medna.Shop
If Medna.Shop cancels a workshop for which you have already paid, we will offer an appropriate remedy.
Depending on the circumstances, this may include:
- rescheduling;
- another available workshop;
- credit; or
- a refund.
If you need to cancel a workshop booking, please contact us as soon as possible.
19. Wholesale and Larger Orders
Wholesale, trade and larger-quantity orders may be subject to individual terms agreed with the customer before the order is confirmed.
This may include special arrangements for:
- custom products;
- private-label products;
- formulation;
- quantities;
- packaging;
- shipping;
- export from the United Kingdom;
- customs;
- import requirements; and
- production and curing times.
Any agreed wholesale or trade terms will apply in addition to this policy where applicable.
20. Return Shipping and Return Instructions
Because Medna.Shop fulfils orders from different locations, we will provide the correct return instructions for your particular order.
Please do not purchase return postage or send the parcel to an address obtained from another source unless we have instructed you to do so.
Where Medna.Shop is responsible for the return cost under applicable law, we will provide an appropriate return arrangement.
Where the customer is responsible for the return cost under the statutory right of withdrawal, we will explain this before the return is made.
21. Refund Timing
For a statutory withdrawal, we will process the refund within the period required by applicable law.
We may delay the refund until we receive the returned goods or receive evidence that the goods have been sent back, whichever occurs first, where permitted by law.
The time required for the refund to appear in your account may depend on your bank or payment provider.
More information is available from the official EU Your Europe – Returns and refunds.
22. Exchanges
We do not automatically provide exchanges for unwanted products.
If you would like a different product, you may generally return the original product where the statutory right of withdrawal applies and place a new order.
If the product is defective, incorrect or otherwise does not conform to the contract, we will provide the appropriate remedy required by law, which may include replacement.
Please contact us before returning the product.
23. Gifts
The statutory withdrawal period applies to the person who entered into the purchase contract.
If a product was purchased as a gift, please contact the original purchaser or ask them to contact us regarding a return or refund.
Any refund will normally be made to the original payment method used for the purchase.
24. Contact Us
For all returns, refunds, damaged products, incorrect orders, faulty products or workshop cancellation requests, please contact us first.
Lexa Limited trading as Medna.Shop
Email: info@medna.shop
Telephone: +356 999-99032
Registered address:
103 Strait Street
Valletta, VLT 1436
Malta
Company registration number: C 76762
Please always include your order or booking number when contacting us.
Please contact us before physically sending any return so that we can provide the correct return instructions and return address.
Related Policies
Terms and Conditions
Shipping Policy
Privacy Policy
Cookie Policy
This Returns & Refund Policy was last updated on 04 September 2026.