Widerrufsrecht

Returns Procedure
All returns must follow our official returns procedure. Returns that do not comply may be refused.

Faulty or Incorrect Items
If your item is faulty or incorrect, you are entitled to a full refund, including original delivery costs and return postage. You must notify us within 30 days of delivery and return the item before a refund is issued. Refunds will be processed within 14 days of confirming eligibility.

Change of Mind / Incorrect Orders
If you return an item due to dissatisfaction or incorrect ordering (where we are not at fault), you may receive a partial refund (item cost only, excluding postage).
You must notify us within 14 days of delivery and return the item before a refund is issued. Refunds will be processed within 14 days of confirming eligibility. Return postage costs are your responsibility.

Cancellations Due to Our Actions
You may cancel your order for a full refund (including delivery costs) if:

  • We change the product or these terms and you do not agree
  • We inform you of an error in price or description
  • Delivery is significantly delayed due to events beyond our control

Return Postage Costs
We cover return postage for faulty, incorrect, or eligible cancellation returns. In all other cases, return costs are the customer’s responsibility.

Non-Refundable Items
Refunds are not available for certain items, including (but not limited to):

  • Hygiene-sealed items, such as prosthetics, where the seal has been broken
  • Cosmetics, wigs, teeth, facial hair products
  • Personalised or made-to-order items
  • Items that show signs of use beyond normal inspection
  • Books or DVDs

Failed Deliveries & Uncollected Parcels
If delivery fails due to refusal, repeated failed delivery attempts, or unpaid customs charges, we may deduct a reasonable handling fee (currently £3.00) from any refund to cover associated costs.

Cancellation Policy (UK & EU Consumers)

Cooling-Off Period
You have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason. Items must be returned within 14 days of cancellation notice.

How to Cancel
You may cancel by:

  • Submitting the contact form on our website
  • Emailing us at info@meduusatstudio.uk with a clear cancellation request

Conditions for Returns
Returned items must be unused, in original packaging, and in “as new” condition. You are responsible for taking reasonable care of goods until returned. Any reduction in value due to excessive handling may be deducted from your refund.

Refunds
Refunds are issued within 14 days of receiving returned goods. Refunds are made using the original payment method. Return postage costs are your responsibility.

Buy Now, Pay Later (BNPL)
For Klarna, Clearpay, PayPal, or similar services, we will notify the provider of your return or cancellation. Refunds are processed according to the provider’s terms.

Warranty & Liability Policy

Manufacturer Warranties
Any manufacturer warranty is provided directly by the manufacturer and is separate from our contract with you.

Statutory Rights
Your statutory consumer rights remain unaffected, including rights related to faulty goods and negligence.

Inspection & Claims
Please inspect goods promptly upon delivery. Any defects or issues must be reported within 30 days of delivery or within a reasonable time after discovery if not immediately apparent.

Remedies

  • Valid claims made within the required time entitle you to a replacement or full refund.
  • Claims made later may be resolved at our discretion by replacement or partial/full refund.

Limitation of Liability
Except for death or personal injury caused by negligence, our liability is limited to the purchase price of the goods.

Events Beyond Our Control
We are not liable for delays or failures caused by circumstances outside our reasonable control.