Legal

Returns & Cancellations.

Cancellations, damaged deliveries, refund timelines, and the items we cannot accept back once opened.

Last updated: 17 August 2026

This policy explains when equipment supplied by [[ADD — registered legal entity name]] can be returned, replaced, or cancelled. It sits alongside your rights under the Consumer Protection Act, 2019, which it does not reduce.

1. Cancelling before dispatch

You may cancel an order at no charge any time before it is dispatched. Tell us by phone, WhatsApp, or email and we will confirm in writing. Any advance you have paid is refunded in full.

For items we order or build to your specification, cancellation after we have placed the order with the manufacturer may carry the manufacturer's restocking charge. We will tell you the amount before you decide.

2. Damaged, defective, or wrong item on delivery

Please inspect equipment at the time of delivery, before the delivery person leaves.

  • Report visible transit damage, a missing part, or the wrong model within 48 hours of delivery.
  • Send us photographs of the item, the damaged area, and the outer packaging.
  • Keep the original packaging until the issue is resolved — carriers and manufacturers require it.

Where a claim is verified, we will repair, replace, or refund the item at no cost to you, including return freight. Which of the three applies depends on parts availability and your preference, and we will agree it with you.

3. Returning an item you no longer want

Items that are unused, unopened, and in their original sealed packaging may be returned within 7 days of delivery. Return freight is at your cost, and we may deduct a restocking charge where the manufacturer applies one. Refunds are issued once we receive the item and confirm its condition.

4. Items that cannot be returned

For hygiene, patient safety, and regulatory reasons the following cannot be returned once opened or used, unless they are defective:

  • Masks, cushions, tubing, filters, humidifier chambers, and nasal pillows.
  • Nasal cannulas, catheters, suction jars and liners, and any single-use disposable.
  • Blood glucose test strips, lancets, and control solution.
  • Air mattresses and water mattresses once filled or used.
  • Any sterile item whose seal has been broken.
  • Items marked non-returnable on the quotation or invoice.

5. Warranty repairs are not returns

A fault that appears after the first 48 hours is handled as a warranty claim with the manufacturer, not as a return. We will raise the claim, arrange collection or a service visit, and keep you updated. See the warranty section of our Terms of Service.

6. Refund timelines

  • Refunds are made to the original payment method, or by bank transfer where that is not possible.
  • We initiate the refund within 7 working days of approving it.
  • Your bank may take a further 5 to 7 working days to credit it.
  • Installation, freight, and service charges already performed are not refundable.

7. Rented equipment

Rental equipment is governed by the rental agreement signed at the time of delivery, including its terms on notice period, deposit, and condition on return. [[ADD — confirm whether you offer rentals, and delete this section if not]]

8. How to raise a return or claim

Contact us with your invoice number, the item, and photographs where relevant. We will confirm next steps within 2 working days.

How to reach us

For any question about this policy, or to exercise a right described above, contact us: