Refund & Returns Policy

MEDICA SKIN PRO

Last updated: 9 October 2026

1. Introduction

At MEDICA SKIN PRO, customer satisfaction is important to us. We are committed to offering high-quality skincare products, advanced beauty devices and a reliable shopping experience.

If you are not completely satisfied with your purchase, this Refund & Returns Policy explains your rights and how to request a return, exchange or refund.

Our policy follows applicable Swedish and European Union consumer protection legislation.

2. Right of Withdrawal — 14 Days

How to Return an Order

If you are a consumer purchasing online, you generally have the right to withdraw from your purchase within 14 days of receiving the goods, subject to applicable legal exceptions.

To exercise your right of withdrawal, email info@medicaskinpro.com with your order number and a clear statement that you wish to withdraw.

After notifying us, you must return the goods within 14 days.

Return address: Nordihem AB, Box 2758, 11674 Stockholm, Sweden

You may inspect goods to the extent necessary to establish their nature, characteristics and functionality. Handling beyond what is necessary may result in a lawful deduction for diminished value.

Certain sealed products that are unsuitable for return for health protection or hygiene reasons may be exempt from withdrawal once unsealed, where the applicable legal conditions are met.

We will refund eligible payments, including standard outbound delivery charges where required by law, without undue delay and within the applicable statutory deadline. For returned goods, we may withhold reimbursement until we receive the goods or evidence of their return, whichever occurs first.

If you paid using Klarna, we will register an eligible refund through the payment system. Klarna will then adjust your payment balance or arrange the relevant refund under its procedures.

Your statutory rights concerning faulty or non conforming products remain unaffected.

You may contact us by email at:

Company: Nordihem AB, trading as MEDICA SKIN PRO

Company registration number: 559388-0023

Registered address: Box 2758, 116 74 Stockholm, Sweden

Customer service email: info@medicaskinpro.com

Return address: Nordihem AB, Box 2758, 11674 Stockholm, Sweden

Please include your order number, full name and the product you wish to return.

You may also use the withdrawal form provided at the end of this policy.

Once you have notified us of your withdrawal, you must return the products within 14 days.

3. Return Conditions

To help ensure a smooth return process, we ask customers to:

• Package products securely to prevent damage during transport.

• Include their order number or other identifying information.

• Return all accessories and components supplied with the product.

• Use a traceable delivery service where possible.

You may examine products to the extent necessary to establish their nature, characteristics and functionality, as you would in a physical store.

If a product has been handled beyond what is necessary for this purpose, you may be responsible for any resulting reduction in its value.

Certain products may be excluded from the right of withdrawal where a specific legal exception applies, as explained below.

4. Skincare and Cosmetic Products

For health and hygiene reasons, certain sealed skincare and cosmetic products may not be eligible for return under the statutory right of withdrawal once their protective hygiene seal has been broken.

This exception applies only where the product qualifies for the relevant exemption under applicable consumer law.

Products that remain sealed may generally be returned within the 14-day withdrawal period.

Opening an ordinary outer package does not automatically remove your statutory right of withdrawal.

If a cosmetic product is faulty, damaged or does not match its description, your statutory consumer rights remain unaffected, even if the product has been opened.

5. Beauty Devices and Electronic Products

Beauty devices, including MEDICA SKIN PRO skincare technology, are generally covered by the statutory 14-day right of withdrawal for online purchases.

Customers may inspect a device to determine its nature, characteristics and functionality.

If a device has been used more extensively than necessary for inspection, a deduction may be made for any resulting reduction in value, where permitted by law.

An opened box does not automatically remove the right of withdrawal.

Any hygiene-related exception will apply only where the specific product and its protective seal meet the requirements of applicable law.

All statutory rights concerning faulty devices remain in effect.

6. How to Request a Return

To request a return, please follow these steps:

Step 1: Contact Us

Email our customer service team at:

info@medicaskinpro.com

Include your order number and the products you wish to return.

Step 2: Receive Return Instructions

Our customer service team will provide the applicable return address and instructions.

Your statutory right of withdrawal does not depend on receiving prior approval from us, provided you have communicated your decision within the legal withdrawal period.

Step 3: Return Your Product

Send the product to the designated return address within 14 days after notifying us of your withdrawal.

We recommend using a tracked shipping method and keeping your shipping receipt.

Return address:

Nordihem AB, Box 2758, 11674 Stockholm, Sweden

Please do not send returns to an address other than the designated return address unless instructed otherwise.

7. Return Shipping Costs

For ordinary returns made under the statutory right of withdrawal, customers are responsible for the direct cost of return shipping, provided this cost responsibility was disclosed before purchase.

The return cost depends on the shipping provider, parcel size and destination.

If an item is faulty, damaged or incorrect, MEDICA SKIN PRO will cover reasonable and necessary return shipping costs where required by applicable consumer law.

Original delivery costs will be refunded in accordance with the statutory rules governing withdrawal.

Where a customer selected a more expensive delivery method than our least expensive standard delivery option, we are not required to refund the additional delivery charge.

8. Refund Processing

When you validly exercise your statutory right of withdrawal, we will refund the payments covered by the withdrawal, including applicable standard delivery charges.

Refunds will be made without undue delay and no later than 14 days after we receive your withdrawal notification.

For goods returns, we may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.

Refunds will generally be issued using the same payment method used for the original transaction unless you expressly agree otherwise.

No additional fee will be charged for receiving the refund.

For eligible partial returns, the refund will reflect the returned products and any applicable delivery charges required by law.

Your bank or payment provider may require additional processing time before the funds appear in your account.

9. Refunds for Klarna Payments

If you selected Klarna as your payment method, your refund will be managed through the Klarna payment system once MEDICA SKIN PRO has processed the eligible refund.

Depending on your payment method and payment status:

If you have not yet paid:

Klarna will normally adjust or cancel the outstanding payment amount once the refund has been registered.

If you have already paid:

Klarna will arrange the applicable refund in accordance with its payment procedures.

If you return part of your order:

Klarna will adjust the outstanding amount or refund the applicable portion of your payment.

We recommend reporting your return in the Klarna app where that option is available.

Please note that reporting a return to Klarna does not replace notifying MEDICA SKIN PRO of your withdrawal or arranging the return with us.

Your responsibility to notify us of your withdrawal and Klarna's payment procedures are separate processes.

You can view your payment details and refund status directly in the Klarna app or through Klarna's website.

Klarna Customer Service:

https://www.klarna.com/se/kundservice/

If you have questions about the product return, please contact MEDICA SKIN PRO.

For questions about Klarna invoices, instalments or payment status, please contact Klarna directly.

10. Damaged, Faulty or Incorrect Products

If your order arrives damaged, defective or incorrect, please contact us as soon as reasonably possible.

Email: info@medicaskinpro.com

Include your order number, a description of the issue and, where possible, photographs showing the problem.

We will assess the issue and provide an appropriate solution in accordance with applicable consumer law.

Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.

Where a product is faulty or incorrect and we are legally responsible, the necessary remedy will be provided without additional cost to the customer.

Your statutory rights are not limited by the ordinary 14-day withdrawal period.

11. Complaints and Consumer Rights

Under the Swedish Consumer Sales Act (Konsumentköplagen), consumers generally have the right to complain about original defects in goods for up to three years after receiving the product.

A complaint must be made within a reasonable time after discovering the defect. A complaint made within two months of discovery is considered to have been made in time.

This right applies independently of any commercial warranty provided with the product.

For customers in other countries, mandatory consumer protection rights applicable to their purchases will also be respected.

12. Exchanges

If you would like to exchange an item for another product, please contact our customer service team.

Exchanges are subject to product availability and applicable consumer rights.

Where a direct exchange cannot be arranged, you may return the original product under the applicable conditions and place a new order.

This does not affect your statutory rights if a product is faulty or incorrect.

13. Sale and Promotional Products

Products purchased during sales or promotional campaigns remain covered by applicable statutory withdrawal and consumer protection rights.

The refunded product amount will normally reflect the price actually paid, subject to any legally permitted deduction.

Additional promotional return conditions, if any, will not reduce your statutory consumer rights.

14. Facial Treatments and Appointments

Facial treatments, consultations and other booked services may be subject to separate booking and cancellation conditions.

Any such conditions will be communicated during the booking process.

Statutory cancellation and withdrawal rights, where applicable, remain unaffected.

For questions about an appointment, please contact our team directly.

15. Order Cancellations

If you wish to cancel an order before dispatch, please contact us as soon as possible.

We will endeavour to process the cancellation before the order is shipped.

If the order has already been dispatched, you may exercise your applicable statutory right of withdrawal once the goods are delivered.

Any payments or Klarna invoices associated with a successfully cancelled order will be adjusted or refunded as applicable.

16. International Returns

For customers ordering from outside Sweden, return procedures and shipping costs may vary depending on the delivery destination.

Applicable mandatory consumer rights will be respected.

Customers are responsible for ordinary return shipping costs where legally permitted and properly disclosed before purchase.

Any customs documentation or additional return requirements will be explained where relevant.

Please contact our customer service team before shipping an international return so we can provide the correct return address and instructions.

17. Contact Us

If you have questions regarding returns, refunds, cancellations or damaged products, please contact us.

MEDICA SKIN PRO

Website: https://www.medicaskinpro.com

Company: Nordihem AB, trading as MEDICA SKIN PRO

Company registration number: 559388-0023

Registered address: Box 2758, 116 74 Stockholm, Sweden

Customer service email: info@medicaskinpro.com

Return address: Nordihem AB, Box 2758, 11674 Stockholm, Sweden

We are committed to handling return and refund requests fairly, transparently and in accordance with applicable consumer legislation.

18. Model Withdrawal Form

Complete and send this form only if you wish to withdraw from your purchase. You may also communicate your decision clearly by email without using this form.

To: MEDICA SKIN PRO

Email: info@medicaskinpro.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Products:

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Date:

Signature (only if submitting this form on paper):

19. Changes to This Policy

We may update this Refund & Returns Policy to reflect changes in our business practices, payment services or applicable legislation.

The latest version will be published on our website with the date of the most recent update.

Any changes will be applied in accordance with applicable consumer protection laws and will not remove statutory rights arising from previous purchases.