Refund policy

Our Returns Promise

We want you to be satisfied with your purchase from Counselmeds. If for any reason you are not happy with an item you have received, you may be entitled to a return or refund in accordance with the terms set out below. This policy applies to products purchased directly through www.counselmeds.com and does not affect any statutory rights you may have under applicable consumer law.

Return Window

You may request a return within thirty (30) calendar days of receiving your order. Requests made after this period may not be accepted. To help us process your request quickly, please include your order number, the name of the item and a brief description of the reason for the return in your message to our support team.

Eligibility for Returns

To be eligible for a return, items must be unused, unworn, unwashed and in the same condition that you received them, with all original tags, labels and packaging intact. Items that show signs of use, damage caused after delivery, odours, alterations or missing components may not be accepted. We reserve the right to assess the condition of returned items before approving a refund.

Non-Returnable Items

Certain items cannot be returned for hygiene, safety or legal reasons. These include intimate apparel, swimwear, pierced jewellery, personalised or custom-made products, gift cards and items marked as final sale. If you are unsure whether an item is eligible, please contact us before sending it back so we can advise you.

How to Start a Return

To begin a return, contact our customer service team at counselmeds@outlook.com with your order number and reason for return. We will provide return instructions and, where applicable, a return address. Please do not send items back without first contacting us, as parcels returned without authorisation may be refused or delayed. We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.

Refunds

Once your returned item is received and inspected, we will notify you of the outcome. If your return is approved, a refund will be issued to the original payment method within ten (10) business days. Processing times may vary depending on your bank or payment provider. Original shipping charges are generally non-refundable unless the return is due to our error.

Exchanges

If you would like to exchange an item for a different size, colour or style, please contact us to check availability. Where the requested item is available and the original item meets our return conditions, we will arrange the exchange. Any difference in price will be charged or refunded accordingly. Exchanges are subject to stock availability at the time of processing.

Damaged or Incorrect Items

If you receive an item that is defective, damaged in transit or different from what you ordered, please contact us within seven (7) days of delivery and include clear photographs of the issue. Once we have verified the problem, we will arrange a replacement or a full refund, including any shipping charges you paid, at no additional cost to you.

Late or Missing Refunds

If you have been notified that a refund was issued but you have not received it, please check your bank account and contact your bank or card provider, as processing times can vary. If you have completed these steps and still have not received your refund, please contact us at counselmeds@outlook.com and we will investigate the matter on your behalf.

Contact for Returns

For all return, refund and exchange enquiries, please email counselmeds@outlook.com. Please include your order number and any relevant details so that we can assist you as quickly as possible. Our team aims to reply to every message within two business days.