At BioMedZA, we supply specialised medical equipment designed for professional healthcare environments. Due to the technical nature of these products, our returns and refunds process is structured to ensure equipment safety, compliance, and quality control.
This policy forms part of our Terms & Conditions and complies with the South African Consumer Protection Act (CPA).
Returns Summary:
- Returns accepted for defective products
- Unwanted items accepted within 7 days (unused, unopened)
- Refunds processed within 7–14 business days
- Return shipping may apply depending on reason
Return Window:
- Defective products: Within 6 months (as per CPA)
- Unwanted products: Within 7 days of delivery
Return Shipping:
- Defective products: Covered by BioMedZA
- Unwanted returns: Paid by customer
Refunds will be issued using the original payment method (EFT/bank transfer where applicable).
1. Damaged or Incorrect Items on Delivery
If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery.
Please provide:
- Your order number
- Photos of the damage or incorrect product
- A brief description of the issue
Once the issue has been verified, BioMedZA will arrange one of the following:
- Replacement of the product
- Repair of the product
- Refund of the purchase price
Any visible transport damage should be noted on the delivery waybill when accepting the shipment.
2. Defective Equipment (Warranty Claims)
All medical equipment supplied by BioMedZA carries a manufacturer warranty.
If a product develops a manufacturing defect:
- Within 6 months of delivery, the product may be repaired, replaced, or refunded in accordance with the Consumer Protection Act.
- After the initial 6-month period but still within the manufacturer warranty period, the equipment will normally be repaired under the manufacturer’s warranty terms.
Returned equipment will undergo technical inspection to determine the cause of the defect before any refund or replacement is approved.
3. Returns of Unwanted Products
Returns of unwanted items may be accepted within 7 days of delivery, provided that:
- The product is unused
- The product is in original packaging
- All accessories and documentation are included
- The product has not been installed or commissioned
Please note:
- Delivery and return courier costs are the responsibility of the customer.
- Returned products may be subject to inspection and restocking charges if applicable.
4. Non-Returnable Items
The following items may not be returned unless defective:
- Equipment that has been installed or commissioned
- Equipment that has been used or operated
- Products returned without original packaging
- Products damaged through misuse, incorrect installation, or negligence
- Special-order or custom equipment
Due to cold-chain compliance requirements, certain temperature-controlled medical equipment may not be eligible for return once delivered and accepted.
5. Installation and Delivery Services
Where BioMedZA provides delivery, installation, or training, these services are considered completed once the equipment has been:
- Delivered
- Installed
- Demonstrated to the customer
Service fees for delivery or installation are non-refundable once completed, except where the equipment is confirmed defective.
6. How to Request a Return
To request a return or warranty claim, please contact us with the following information:
- Order number
- Product name or model
- Serial number (if applicable)
- Description of the issue
- Photos or supporting documentation
Email: [email protected]
Phone: +27 82 878 7708
Our team will provide instructions for the return process and, where applicable, a Return Authorisation.
7. Refund Processing
Once the returned product has been inspected and approved, refunds will be processed:
- Using the same payment method used for the purchase
- Within 7–14 business days
8. Important Notes
- Products must be properly packaged for return transport to prevent damage.
- BioMedZA cannot accept responsibility for products damaged during return shipping due to inadequate packaging.
- BioMedZA reserves the right to decline returns that do not meet the conditions outlined in this policy.
