1. SHIPPING POLICY

1.1 Order Processing

Orders are processed within 1 business day (Monday–Friday).
Orders placed after 2pm or on weekends will be processed the next working day.
You will receive a dispatch confirmation email once your order has shipped.

We reserve the right to delay dispatch in the event of high demand or unforeseen operational issues.

1.2 Cold Chain Delivery

Certain products sold by Nad Medi Care Limited require strict temperature-controlled storage and are dispatched using insulated packaging and cooling packs.

By purchasing a temperature-sensitive product, you acknowledge and agree that:

The product must be refrigerated immediately upon delivery.
You must ensure someone is available to receive the delivery.
We strongly advise against selecting “safe place” delivery options.

Risk and responsibility transfer to you at the time of delivery.

We are not responsible for product deterioration resulting from:

Failure to refrigerate immediately
Missed deliveries
Delayed collection
Incorrect address information provided by the customer

1.3 Delivery Times

Estimated UK delivery time: 1–2 working days from dispatch.

Delivery times are estimates and not guaranteed.

We are not liable for courier delays outside our control.

2. RETURNS & CANCELLATION POLICY

2.1 Perishable & Temperature-Sensitive Products

Due to the perishable and temperature-controlled nature of certain products:

These goods are exempt from the 14-day cancellation right under Regulation 28(1)(c) of the Consumer Contracts Regulations 2013 (goods liable to deteriorate or expire rapidly).

Once dispatched, temperature-sensitive products cannot be returned unless faulty or damaged upon arrival.

This is necessary to protect product safety and consumer health.

2.2 Damaged or Faulty Products

If your product arrives:

Damaged
Warm upon delivery
Compromised
Incorrect

You must notify us within 24 hours of delivery by emailing:

📧 info@nadmedicare.com

You must provide:

Photographic evidence of the product
Photos of packaging
Photos of cooling packs (if applicable)

We reserve the right to refuse refunds where cold-chain integrity cannot be verified.

If approved, we will offer:

A replacement, or
A full refund

2.3 Non-Temperature-Sensitive Products

If you purchase products that do not require cold storage:

You may cancel within 14 days of delivery under the Consumer Contracts Regulations.

Returned items must be:

Unopened
Unused
In original sealed packaging

Return shipping costs are the responsibility of the customer unless the item is faulty.

2.4 Refund Processing

Approved refunds will be processed within 14 days of receiving returned goods (where applicable).

Refunds will be issued to the original payment method.

3. IMPORTANT RESPONSIBILITY NOTICE

By placing an order for temperature-sensitive products, you confirm that:

You understand the product requires refrigeration
You accept responsibility for proper storage upon delivery
You accept that such goods cannot be returned due to safety regulations