Terms and conditions

1. About us

Medi Wear Limited is a company registered in England and Wales. Our company number is 16185806 and our registered office is 12 Noblefield Heights, London N2 0NX.

In these terms, “we”, “us” and “our” mean Medi Wear Limited. “You” means the person placing the order.

You can contact us:

• by phone on 020 7183 0355, Monday to Friday, 9am to 5pm
• by email at hello@mediwear.co.uk
• by post at Medi Wear Limited, 12 Noblefield Heights, London N2 0NX

If we need to contact you about your order, we’ll use the email address or phone number you gave us.

2. These terms

These terms apply to every order you place with us, online or by phone. Please read them before you order. At checkout, we’ll ask you to confirm that you accept them.

We sell our pendants to consumers, for their own use or as a gift. We only sell to, and deliver to, addresses in the United Kingdom.

Our privacy policy explains how we look after your personal information. Our medical information page explains what a pendant can and can’t do.

If anything in these terms isn’t clear, call us and we’ll talk it through with you.

3. Our pendants

We make three pendants. You can buy each one engraved with your details, or blank.

The front of every pendant carries a caduceus, the medical symbol of a staff with two snakes, so that it can be recognised as a medical ID. It also carries the MediWear mark. Each pendant comes on an 18-inch chain that adjusts to 16 inches.

We design and assemble our pendants in London, and we laser-engrave every one ourselves, in London. The blank pendants are made for us by manufacturing suppliers abroad. They never receive any information about you.

Each pendant has the finish shown in the table above. Small differences from our photos are normal, and colours can look slightly different on different screens.

Jewellery you wear every day will show signs of wear. The finish can wear gradually with daily use, and the white enamel can chip if it’s knocked. This is normal wear, not a fault. See section 9 if you think something has worn or broken sooner than it should.

4. Engraving and your proof

What you can engrave

You can have up to 4 lines engraved on the back of your pendant. For each line, you choose what it is:

• a name
• a condition
• an allergy
• a medication
• an emergency contact (“ICE”)
• a date of birth
• an NHS number (England and Wales)
• a CHI number (Scotland)
• a Health and Care (H&C) number (Northern Ireland)
• your own words, with no label

You must fill in at least one line, and it can be any kind. You don’t have to include a name. A health ID number (NHS, CHI or H&C number) is optional, but we recommend it. Our medical information page explains why.

How much fits

Each line can have up to:

• The Guardian: 18 characters
• The Heritage: 14 characters
• The Lifeline: 16 characters

Spaces count as characters.

Your proof

Before you order, we show you an exact proof of your engraving. You must tick a box to confirm that the spelling and numbers are correct. Please check it slowly, letter by letter and digit by digit. We engrave exactly what is on the proof you approve.

If a health ID number doesn’t look right, for example because a digit may have been mistyped, we’ll show you a warning. The warning can only spot some mistakes. It can’t tell you that a number is correct, so please check it against a letter from your GP or hospital.

You are responsible for making sure the details are correct. We can’t check that a health ID number belongs to the wearer, or that medical details are right or complete.

We check it too

Someone on our team reads every engraving before it’s made. If something looks wrong, we’ll contact you before we go ahead.

Changing your engraving

You can ask us to change your engraving at any time before we engrave it. Please contact us by phone or email on the same day you order.

Engraving is permanent. Once your pendant has been engraved, the engraving can’t be changed or removed.

Engraving we can’t do

We may refuse to engrave words that are offensive or unlawful. If we can’t make your engraving, we’ll contact you. If we can’t agree a change with you, we’ll refund you in full.

5. Ordering

Online

Add your pendant to your basket and go to checkout. On our checkout page you give us your email address and agree to these terms. You then pay on Stripe’s secure payment page, where you also give your name and delivery address.

By phone

Call us on 020 7183 0355, Monday to Friday, 9am to 5pm. We’ll take your order and go through your engraving with you, line by line.

When the contract starts

The contract between us starts when we email you to confirm your order.

If we can’t accept your order, for example because a pendant is out of stock or a price on our website was wrong, we’ll tell you and refund you in full.

6. Prices and payment

The price you pay is the price shown on our website, or the price we tell you on the phone, when you order. Prices are in British pounds (GBP) and include VAT where it applies.

Delivery to UK addresses is free.

We take payment when you place your order. Online payments are handled by Stripe. Your card details go straight to Stripe and never reach our systems.

If a price on our website was clearly wrong when you ordered, we’ll contact you before we confirm your order. You can then choose to pay the correct price or cancel for a full refund.

7. Delivery

We deliver to UK addresses only. Delivery is free and tracked.

We dispatch your pendant the next working day after we have checked your engraving. Working days are Monday to Friday, not including bank holidays. If there’s a delay, we’ll tell you.

If you’re sending a pendant straight to someone else, please check their address carefully.

Your pendant is our responsibility until it’s delivered to the address you gave us. If it’s lost or damaged before then, contact us and we’ll send a replacement or refund you. This is your right under the Consumer Rights Act 2015.

By law, we must deliver within 30 days of confirming your order, unless we agree a different time with you. If we don’t, you may be entitled to cancel and get a full refund.

A pendant becomes yours once we’ve received full payment for it.

8. Returns and your right to cancel

Blank pendants

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for a blank (un-engraved) pendant within 14 days. The 14 days start on the day after it’s delivered. You don’t need to give a reason.

We go further than this. You can return a blank pendant for a full refund up to 30 days after it’s delivered.

• During the first 14 days, your legal right applies in full. We may only reduce your refund if the pendant has lost value because it was handled more than you’d need to look it over, as you would in a shop.
• From day 15 to day 30, our own returns promise applies. The pendant must be unworn and in its original packaging.

How to cancel and return a blank pendant

1. Tell us you want to cancel, by phone, email or post. You can use the model cancellation form below if you like, but you don’t have to.
2. We’ll tell you where to send the pendant. Please send it back within 14 days of telling us.
3. Unless the pendant is faulty or we sent you the wrong one, you pay the cost of posting it back to us.
4. We’ll refund you within 14 days of getting the pendant back, or of you showing us proof that you’ve sent it, if that’s sooner. We refund to the card you paid with, and we don’t charge a fee.

If you cancel before we’ve sent your pendant, we’ll refund you within 14 days of you telling us.

Engraved pendants

An engraved pendant is made to your own specification. Because of this, the legal right to cancel does not apply to it (regulation 28(1)(b) of the 2013 Regulations). This means we can’t accept an engraved pendant back because you’ve changed your mind.

This doesn’t affect your rights if the engraving is wrong or the pendant is faulty. See section 9.

If you change your mind about an engraved order, contact us on the same day. If we haven’t engraved your pendant yet, we’ll do what we can to help.

9. If something is wrong

If we made a mistake

If your engraving doesn’t match the proof you approved, or your pendant arrives faulty or damaged, please contact us. We’ll remake it free of charge or give you a refund, and we’ll pay the cost of sending it back.

If the proof had a mistake in it

We engrave exactly what you confirmed on your proof. If the proof you approved had a mistake in it, we can’t remake your pendant for free. Please still contact us and we’ll help where we can.

Your legal rights

Under the Consumer Rights Act 2015, your pendant must be as described, fit for purpose and of satisfactory quality, and the engraving must match the proof you approved. If it doesn’t meet these standards, you have these rights:

• Up to 30 days after delivery, you can reject it and get a full refund.
• Up to 6 months after delivery, you can ask us to repair or replace it. If that isn’t possible, or doesn’t fix the problem, you’re entitled to a full refund in most cases.
• Up to 6 years after delivery (5 years in Scotland), if it doesn’t last as long as it reasonably should, you may be entitled to some money back.

Nothing in these terms affects these rights. For more information, contact Citizens Advice.

Normal wear

A pendant’s finish can wear gradually with daily use, and enamel can chip if it’s knocked. These are not faults. If you think something has worn or broken sooner than it should, contact us and we’ll look into it.

10. Our responsibility to you

If we break these terms, or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result. Loss is foreseeable if it was obvious it would happen, or if both of us knew it might happen when you placed your order. We are not responsible for loss that isn’t foreseeable.

We sell our pendants for personal use only. We are not responsible for any business losses.

A MediWear pendant is jewellery that carries information. It is not a medical device. We can’t promise that a paramedic, doctor or anyone else will see it, read it, or be able to look up a medical record with it. Please read our medical information page.

We do not exclude or limit our responsibility for:

• death or personal injury caused by our negligence
• fraud
• breaking your legal rights as a consumer, including your rights under the Consumer Rights Act 2015
• anything else that the law does not allow us to exclude or limit

11. Events outside our control

Sometimes things happen that we can’t control, such as a postal strike, severe weather, a breakdown of our engraving equipment or a delay from one of our suppliers. If this delays your order, we’ll tell you as soon as we can and do what we can to reduce the delay.

If the delay is long, you can contact us to cancel your order. We’ll refund you for anything you’ve paid for and haven’t received.

12. Your personal information

We use the details you give us to make, engrave and deliver your order. Health details you enter for engraving, such as a condition, an allergy, a medication or an NHS number, are a special category of personal data. We only use them with your explicit consent, which you give at checkout.

Our privacy policy explains what we collect, why, who we share it with, how long we keep it, and your rights.

13. Complaints

If you’re unhappy with anything, please tell us first. Call us on 020 7183 0355, email hello@mediwear.co.uk or write to us at 12 Noblefield Heights, London N2 0NX. We aim to sort out complaints within 14 days.

We are not required to use an alternative dispute resolution (ADR) scheme, and we don’t currently use one. If we can’t settle your complaint, we’ll tell you in writing, give you details of a certified ADR provider, and say whether we’re willing to use it.

You can get free, independent advice from Citizens Advice at citizensadvice.org.uk or on 0808 223 1133. In Scotland, Advice Direct Scotland offers the same kind of help.

14. Which laws apply

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can also bring proceedings in the Scottish courts. If you live in Northern Ireland, you can also bring proceedings in the courts of Northern Ireland.

15. Changes to these terms

We may update these terms from time to time, for example when the law changes. The terms that apply to your order are the ones on our website when you placed it. The date at the top of this page shows when they last changed.