Returns & Refunds

Last updated: 19 August 2026

1. Our approach

We want returns to be fair and practical while respecting the health, safety and hygiene considerations that apply to medical and clinical products. This policy does not reduce any rights you have under South African consumer law.

2. Change-of-mind returns

If you simply change your mind, contact us as soon as possible. We may accept eligible unused, unworn and resalable goods returned with their original packaging, accessories and labels. Some products may be excluded for hygiene, safety or personalisation reasons.

3. Online cooling-off rights

For qualifying electronic transactions, the Electronic Communications and Transactions Act may provide a cooling-off right. Where section 44 applies, a consumer may cancel without reason within the statutory period, subject to the Act’s exclusions and rules. Personalised or specially made goods may be excluded. We will apply the law that applies to the specific transaction.

4. Defective goods

Goods are subject to the implied warranty of quality under the Consumer Protection Act where applicable. If goods are materially defective within the statutory period, consumers may have rights to return the goods and elect a repair, replacement or refund, subject to the CPA and the circumstances of the defect.

5. Wrong, damaged or incomplete orders

If we send the wrong item, an item arrives damaged, or parts are missing, please contact us promptly with the order number and photographs where useful. We will assess the issue and arrange an appropriate remedy such as replacement, collection, credit or refund.

6. Hygiene and safety-sensitive goods

For health and safety reasons, certain opened, used or hygiene-sensitive products may not be eligible for a change-of-mind return. This does not remove statutory rights where goods are defective, unsafe, incorrectly supplied or otherwise protected by law.

7. Embroidered, personalised and made-to-order goods

Items embroidered, personalised or made to your specifications generally cannot be returned merely because you changed your mind. If such goods are defective, damaged, incorrectly made or do not match the agreed specification, applicable statutory remedies remain available.

8. Return condition

Where a return is based on change of mind, products should be unused, unworn and returned with original packaging, labels, accessories and components where reasonably possible. We may inspect returned goods before approving a refund or replacement.

9. Return shipping

Where the return is due to our error, a defective item or another situation where the law places return costs on the supplier, we will arrange or reimburse reasonable return delivery as required. For discretionary change-of-mind returns, return delivery costs may be for the customer’s account.

10. Refunds

Approved refunds are generally made to the original payment method where practical, or by another agreed method. COD refunds may require EFT or another suitable method because cash cannot always be returned through the courier. Processing times depend on the payment provider and bank.

11. Bundles and promotions

If a bundle or promotional item is returned, the refund may reflect the actual discounted amount paid. Pre-packed bundles may need to be returned as a complete unit where the products were supplied together.

12. How to request a return

Contact us through the Contact page with your order number, item details and return reason. We will confirm the next steps and, where relevant, collection or delivery arrangements.