Returns & Refunds Policy

Last updated: 4 November 2026

This policy applies to purchases from MedQ Pharmaceutical Supplies. Nothing in it limits your rights under the South African Consumer Protection Act 68 of 2008, including your right to return unsafe or defective goods.

Return window

You may request a return within 7 days of receiving your order. After 7 days we cannot offer a change-of-mind refund or exchange.

Condition of items

• Items must be unused, in their original packaging and in new condition, with no damage or missing parts.
• Please tell us before sending anything back. Returns sent without notifying us cannot be processed for a full refund.

Refunds

• Approved refunds are paid to the original payment method and cover the item price and applicable taxes.
• A 15% handling fee applies to change-of-mind returns and cancelled items. No handling fee applies to defective, damaged or incorrectly supplied items.
• Shipping costs are not refunded unless the item arrived damaged or defective.

Items not eligible for a full refund

• Open-box items
• Items returned more than 7 days after delivery
• Items returned without notifying us
• Capital equipment

Clearance (scratch and dent) items are not refundable, except where they are defective beyond the disclosed condition.

Defective or damaged items and exchanges

Contact us immediately if an item is defective or damaged. We will repair, replace or refund it. Exchanges are offered for defective or damaged items only.

Capital equipment guarantee

Capital equipment (items with a serial number) carries a 1-year guarantee from the date of sale.

How to return an item

1. Contact us with your order number and the reason for the return.
2. Once we confirm, send the item to: MedQ Medical Supplies, 29 Wessel Road, Rivonia 2128. Please do not use POSTNET.
3. Return shipping is your responsibility unless the return results from our error. We recommend insuring the parcel against loss or damage.

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