Thank you for shopping with MedBuy. We understand that sometimes purchases may need to be returned or exchanged. At MedBuy offering medical products to healthcare professionals, we aim to provide a clear and easy-to-follow return process. Please review the following return policy carefully.

1. Vendor-Specific Return Policies

Each vendor on our marketplace has its own return and exchange policy. The specific terms, including eligibility for returns, timeframes, and procedures, will be outlined on the product page. When purchasing, please make sure to review the return policy for the vendor of the product you are buying.

2. Eligibility for Returns

Generally, most medical products are eligible for return if:

• The product is unused, unopened, and in its original packaging.

• The product is returned within 3 days of receiving the order (the return period may vary by supplier and product type).

• The product is not classified as non-returnable (such as items that are custom-made, sterile, or perishable).

• Please keep all packaging and place the items to be returned in the original packaging.

Please note that due to the nature of medical products, some items may not be eligible for return under certain conditions. These items include but are not limited to:

• Sterile or sealed products that have been opened.

• Custom-made products or equipment that are specifically tailored for a healthcare facility or professional.

• Products that have expired or are nearing their expiration date.

If you're unsure about whether an item can be returned, please review the vendors returns policy on the product page.

3. Return Process

• To initiate a return, please follow these steps:
• Log into your MedBuy account
• Proceed to the RMA centre located on the left side bar
• Click on the order number that you wish to initiate a return
• Follow the steps and proceed to complete your return request.
• Please contact MedBuy for any related return questions at customerreturns@medbuy.co.za
• Please have your order number ready to submit to us.

Return Authorization: Some vendors may require a return authorization (RMA) number before you return a product. Please ensure you receive this authorization if required.

Shipping the Return: Once the return is approved, you will receive instructions on how to return the product. Please securely package the product in its original packaging, including all accessories, manuals, and other included items.

Return Shipping Costs: In most cases, the customer is responsible for the cost of return shipping, unless the product is damaged, defective, or an error was made by the vendor. Be sure to keep the shipping receipt and tracking number when returning items. 

4. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please initiate a return within the RMA centre in your MedBuy account, immediately within 2 days of receiving your order. There may be a replacement, repair, or full refund, depending on the issue. Please include photos of the damage or defect, as this will help expedite the resolution process.

5. Refunds

Refunds will be processed once the returned item has been received and inspected. The refund will be issued using the original payment method provided during check out and purchase. The time it takes for the refund to appear in your account depends on the payment provider and your financial institution. Refunds usually take 5-10 working days to process.

Please note that if a return is approved but the product does not meet the eligibility criteria (such as being opened or used), the vendor may charge a restocking fee or deny the refund.

6. Exchanges

Exchanges for medical products are generally subject to the vendor’s discretion. If you would like to exchange an item for a different size, colour, or model, please describe this effectively in your description box located in your RMA centre when initiating a return. 

7. Non-Returnable Items

Certain items are non-returnable for health and safety reasons, including but not limited to:

• Sterile or sealed products that have been opened.

• Customized or personalized medical equipment.

• Products that have been used or show signs of wear.

Please review each product’s return eligibility on the product page.

8. Customer Support

If you have any questions or concerns about the return process, or if you need assistance with initiating a return, please don’t hesitate to reach out to our customer support team at customersupport@medbuy.co.za. 

We are here to help ensure your shopping experience is smooth and satisfactory.

Thank you for choosing MedBuy.