Free Re-Shipping Policy for Retail orders.
Damaged Orders
✅ Free Re-shipping applies if:
- Photos of Parcel: Clear pictures showing receiver details and the condition of the parcel immediately upon arrival.
- Product Damage: Detailed pictures of the damaged products and parcel.
Lost Orders
✅ Free Re-shipping applies if your order is not delivered within:
- UK: 15 days
- EU/US: 45 days
- Rest of the World (including islands): 60 days
🎯 What to do: Email us your tracking number. After confirmation, we’ll re-ship for free.
Seized Orders (Customs/FDA)
✅ Free Re-shipping applies if:
- Provide 120 dpi pictures of:
- Envelope/letter from customs/FDA showing the receiver’s name.
- The letter from customs/FDA with the reason for seizure.
- Submit a new delivery address and receiver name (both are required for re-shipping).
🔒 Important: Free re-shipping for seized orders is offered only once.
Additional Fee Re-Shipping Policy
For incorrect/incomplete shipping details or failed deliveries, an additional re-shipping fee applies.
Reasons for Fees:
- Incorrect Address: Includes missing street names, house/apartment numbers, company/workplace details, or accessibility instructions.
- Receiver Unreachable: If the recipient is not available at the time of delivery.
Fee Amounts:
- UK Orders: £20 (Deus Medical)
- EU Orders: €20 (Deus Medical)
- Non-EU Orders: €26 (Deus Medical)
⛔ Multi-brand Orders: Separate fees apply for each reshipped parcel.
Delivery Tips:
For successful delivery, provide clear courier instructions, such as:
- Leave the parcel in a specific mailbox (if accessible).
- Leave it in front of the door.
- Deliver to a neighbor (provide their address).
Uncollected Parcels
📬 If your parcel is marked “Ready for pickup” with a designated pickup location and hours:
- Collect the parcel within the provided timeframe to avoid reshipping delays and fees.