Questions, answered
Orders, delivery, returns and your rights, in plain English. Still stuck? We reply Mon–Fri 9:00–17:00 (UK time).
Frequently Asked Questions
General & Medical Guidance
Is Meidiama a pharmacy or medical provider?
No. Meidiama is an online retailer of over-the-counter (OTC) home health equipment and daily medical supplies. We do not provide clinical care, medical diagnosis, treatment, or prescriptions. Always consult a licensed healthcare professional for personalised medical advice.
Do I need a prescription to order from Meidiama?
No. All products available on our storefront are selected for direct, non-prescription over-the-counter purchase. If a product ever requires specific documentation or restrictions, this will be clearly stated on the individual product page prior to checkout.
Do you accept insurance?
We sell directly to you at the price shown, and we do not bill the NHS, insurers or health cash plan providers on your behalf. This keeps our prices simple and ordering straightforward. (Note: If you have a health cash plan or private medical insurance, you may be able to claim the cost back by sending your order confirmation to your provider as proof of purchase. Please check with your provider that the item is covered before you order.)
Orders & Shipping
Where are orders shipped from?
All orders are dispatched directly to you by our UK suppliers.
Where do you deliver, and how long does it take?
We deliver across the UK: mainland UK, the Scottish Highlands and Islands, and Northern Ireland. We cannot deliver to the Channel Islands, the Isle of Man, PO boxes or addresses outside the UK. Orders are usually dispatched within 1–2 business days (orders placed before 12:00 noon UK time start processing the same business day), and your tracking details are emailed with your dispatch confirmation. After dispatch, Standard delivery takes an estimated 3–7 business days, and Expedited (where available) 2–3 business days. See our Shipping & Delivery Policy for full details.
Why does my shipping box or label list a distribution centre name instead of Meidiama?
To deliver your products as efficiently as possible, orders are shipped directly by our UK suppliers. As a result, the return address on your shipping label may display the name of the regional fulfilment facility rather than our brand name.
Can I change or cancel my order after placing it?
If you need to change or cancel an order, please email us immediately at support@meidiama.com. Because our fulfilment facilities process orders rapidly, we cannot guarantee cancellations once an order has been routed for packing. If your package has already shipped, you may exercise your statutory right to cancel or return it in accordance with our Return & Refund Policy upon arrival.
Returns, Safety & Product Use
Can I return a medical product after opening it?
Under UK consumer law, you can cancel your order up to 14 days after the day you receive the goods. However, items that are sealed for health protection or hygiene reasons cannot be returned once they have been unsealed after delivery (unless they are faulty). After those 14 days, change-of-mind returns are not accepted, but your rights for faulty or misdescribed goods are not affected. Please review our Return & Refund Policy for complete details.
How do I know how to use my device safely?
Always carefully read the manufacturer's enclosed instruction manual, safety warnings, and packaging labels before using any health product. If you are unsure whether a specific device is appropriate for your health condition, please speak with a qualified physician or therapist before use. If you feel unwell or it is an emergency, call 999 or go to A&E. For urgent advice that is not an emergency, call NHS 111.
What happens if a product is recalled by the manufacturer?
Customer safety is our highest priority. If a manufacturer or a regulatory authority (such as the UK MHRA) issues a safety notice or product recall, we will immediately halt sales of the affected item, contact affected customers via email with official instructions, and coordinate replacements or refunds. Visit our Product Safety & Recalls page for more information. You can also report a problem with a medical product to the MHRA through the Yellow Card scheme.
Payment & Security
Do you store my payment card details?
No. Your payment security is paramount. All transactions on Meidiama are processed through Shopify Payments, which is PCI DSS-compliant and encrypted. Meidiama never views, collects, or stores your full credit card number or CVV security code on our servers.
Need Further Assistance?
Our customer support team is happy to help with any additional questions:
- Email: support@meidiama.com
- Support Line: +44 7882500048
- Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (UK time)
- Registered office (not a returns address): QMed Global Ltd, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom