Return & Refund Policy

1. Overview

MediSource (Pty) Ltd ("MediSource") is committed to ensuring your satisfaction with every purchase. This Return and Refund Policy is governed by the Consumer Protection Act, 2008 (CPA) and the Electronic Communications and Transactions Act, 2002 (ECT Act) of South Africa.

Medical equipment is a specialised product category. Due to hygiene, safety, and regulatory requirements, certain conditions apply to returns that differ from standard consumer goods.

2. Your Right to Cool Off (ECT Act Section 44)

If you purchased goods through our website (an electronic transaction), you have the right to cancel the transaction and return the goods within 7 (seven) days of receiving them, without reason and without penalty.

To exercise your cooling-off right:

• The goods must be unused, unopened, and in original packaging
• All accessories, manuals, and documentation must be included
• You must notify us in writing (email) within the 7-day period
• You are responsible for the cost of return shipping

Upon receipt and inspection, we will process a full refund within 14 business days using your original payment method.

3. Defective Goods (CPA Section 56)

Under the Consumer Protection Act, you are entitled to return goods that are defective, not of acceptable quality, or not fit for their intended purpose. This right applies for 6 (six) months from the date of delivery.

If a product is defective, you may choose one of the following remedies:

• Repair the goods at no charge
• Replace the goods with an identical or equivalent product
• Full refund of the purchase price

MediSource will cover all return shipping costs for confirmed defective goods.

4. Items NOT Eligible for Return

The following items cannot be returned unless defective, due to health, safety, and hygiene regulations:

• Sterile or sealed medical products that have been opened or where the seal has been broken
• Consumable items that have been partially or fully used (gloves, syringes, dressings, reagents, etc.)
• Customised or specially ordered equipment manufactured to your specifications
• Software licenses or digital products that have been activated
• Items damaged through misuse, negligence, or failure to follow manufacturer instructions

5. How to Initiate a Return

Step 1: Contact Us

Email returns@medisource.co.za or call (021) 300 4601 with:

• Your order number
• Product name
• Reason for return
• Photos of the product and packaging (for defective claims)

Step 2: Return Authorisation

We will issue a Return Merchandise Authorisation (RMA) number within 2 business days. No returns will be accepted without an RMA number.

Step 3: Ship the Item

Pack the product securely in its original packaging with all accessories. Include the RMA number on the outside of the package. Ship to the address provided in your RMA confirmation email.

Step 4: Inspection & Resolution

Upon receiving the returned item, our quality team will inspect it within 5 business days. We will notify you of the outcome and process the agreed remedy (refund, replacement, or repair).

6. Refund Processing

Refunds will be issued to the original payment method unless otherwise agreed. Delivery charges are non-refundable unless the return is due to a defect or our error.

7. Exchanges

If you need a different product variant or model, please initiate a return as described above and place a new order for the item you require. We do not process direct exchanges, as this ensures accurate stock management and pricing.

8. Damaged in Transit

If your order arrives damaged:

• Do not discard the packaging — we may need it for the courier claim
• Photograph the damage (product and packaging) immediately
• Contact us within 48 hours of delivery at returns@medisource.co.za

We will arrange collection at our expense and send a replacement or process a refund — your choice.

9. Warranty Claims

Many products carry a manufacturer's warranty in addition to your CPA rights. Warranty claims should be directed to us first — we will liaise with the manufacturer on your behalf. Please retain your tax invoice as proof of purchase for all warranty claims.

10. Contact