This policy explains when you can return an item or cancel a consultation, and how a refund is handled.
Faulty, damaged or incorrect items
If an instrument arrives damaged, faulty, or is not what you ordered, tell us within 7 days of delivery and we will put it right — by replacing it or refunding it, at your choice. In these cases we carry the cost of getting the item back to us.
Changing your mind
Instruments may be returned within 14 days of delivery if they are unused, in their original condition and unopened packaging, and still fit to be sold.
You pay the cost of returning an item you no longer want. The original R250 delivery charge is not refunded. We refund the price of the goods once we receive them and confirm their condition.
For hygiene and patient-safety reasons we cannot accept the return of an instrument that has been used, sterilised or removed from sealed packaging, unless it is faulty.
Case Consultations
A Case Consultation is a service that begins as soon as we start reviewing the material you send.
- If you have paid but not yet sent us any case material, and you ask to cancel, we will refund you in full.
- Once we have reviewed the case and responded, the consultation has been delivered and is not refundable.
- If we decide we cannot advise on your case, we will tell you and refund you in full.
Your rights under South African law
Nothing in this policy limits any right you have under South African law, including under the Consumer Protection Act or the Electronic Communications and Transactions Act, where those apply to your purchase.
How to request a return or refund
Send us a message through the Contact page, quoting your order number and telling us what the problem is. We will reply with what to do next. Please do not send anything back before we have confirmed the return.
How refunds are paid
Approved refunds are paid back through Paystack to the card or account used for the original payment. We do not refund to a different account.
We process approved refunds within 14 days. How quickly the money then reflects depends on your bank.