FAQs

Q: What product categories are available on the site? 

A: Babycare, First Aid, Personal Care, and Wellness.

Q: Are your products suitable for children and babies? 

A: We carry a dedicated Babycare line (e.g., Mitu Baby body wash, shampoo, and wipes) formulated for infants and young children. 

Q: How do I place an order? 

A: Browse our Shop page, add items to your cart, and proceed to checkout. You can check out as a guest or create an account for faster future orders.

Q: Do I need to create an account to order? 

A: No, Guest can checkout items 

Q: Can I cancel or modify my order after placing it? 

A: For order cancellation and modifications, please send us an EMAIL to: digital@medethix.com.ph

Q: What payment methods do you accept? 

A: We accept Credit/debit cards, GCash, Maya, Billease, Direct to Bank, etc. Powered By Paymongo

Q: Will I receive a receipt or proof of payment? 

A: Yes, an email confirmation will be sent

Q: Do you deliver nationwide? 

A: Yes, nationwide

Q: How long does delivery take? 

A: Estimated delivery timeframe is 1-7 business days

Q: Which courier do you use for delivery? 

A: We have partnered with J&T and Shopee Express

Q: How can I track my order? 

To track your order please enter your Order ID in the Contact Us > Track my order menu.

Q: What is your return policy? 

A: Return and exchange is allowed within seven (7) days from the date of receipt of the order. The product/s must be in brand new condition with complete packaging (box, tags, etc.). Return and exchange is subject to DTI regulations.

Return and exchange is applicable only in the following cases:

1. Item delivered is damaged or defective
2. Item has missing accessories or parts
3. Wrong item, color, or size has been delivered 
4. Please note that the original item/s delivered must be returned to us for inspection before we ship out the replacement item/s. The returned item/s must be in brand new condition with complete packaging (box, tags, etc.).
5. Shipping costs for returns or exchanges due to personal preference will be the customer’s responsibility. If the return is due to our error, we will fully cover all shipping fees . 

(Note: health/personal care items often have stricter or no-return policies for hygiene/safety reasons — worth confirming with your compliance team.)

Q: Can I get a refund or exchange for a damaged/wrong item received? 

A: Yes, please send us an email at Digital@medethix.com.ph . Please attach proof (photo/video) 

Q: How long do refunds take to process? 

A: Refunds are processed within 5 to 10 business days across all payment methods. 

Note: For cash-on-delivery (COD) orders, refunds will be deposited to your nominated bank account.

If the refund is still not reflected in your account past the number of days indicated on the table above, please email us at  Digital@medethix.com.ph

Q: How can I reach Vivilon customer support? 

A: You can reach us through:

• Phone/Hotline: +632 7373-7777
• Email: digital@medethix.com.ph
• Contact Us form on the website
• Our office: 6th Floor, RFM Corporate Plaza, 1550 Pioneer St., Mandaluyong City, Metro Manila

Q: Do you have social media pages I can follow? 

A: Yes, you can find us on Facebook, Instagram, and other social platforms (links in the site footer)