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RETURNS & REFUNDS POLICY

G 1 Healthcare (Pty) Ltd | Registration No. 2025/451756/07 | Last Updated: 30 June 2026

1. Your Rights Under South African Law

This policy is provided in addition to, and does not limit, any rights you have under the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECT Act). Where either Act grants you a right that is broader than this policy, that Act prevails. See also Sections 10-11 of our Terms and Conditions.

2. Medical Devices That Cannot Be Returned

For hygiene, infection-control, and patient safety reasons, the following items cannot be returned once opened, used, or where a tamper-evident seal has been broken, unless the product is defective or was incorrectly supplied:

  • Ostomy bags, pouches, and skin barriers
  • Urostomy systems and related drainage devices
  • Adhesive removers, skin barrier rings, and other single-use consumables
  • Any product classified as a single-use medical device under its SAHPRA registration

This restriction exists because opened medical devices cannot be verified as uncontaminated once they leave our controlled storage, and re-selling them could pose a health risk to another patient. It is also expressly permitted by Section 42(2)(f)(iii) of the ECT Act, which excludes goods that, by their nature, cannot be returned from the standard 7-day electronic transaction cooling-off right.

3. Cooling-Off Cancellation for Unopened Products

Unopened products in their original, undamaged packaging with tamper-evident seals intact may be cancelled and returned within 7 days of delivery without needing to give a reason, under Section 44 of the ECT Act, subject to:

  • Proof of purchase (order number or invoice)
  • The product being unused, unopened, and resalable
  • Prior approval from our support team before shipping the item back

You will only be charged the direct cost of returning the goods, and any amount paid will be refunded within 30 days of cancellation.

4. Defective or Incorrectly Supplied Products

If you receive a defective product, a product that does not match its description, or the wrong item entirely, you are entitled to a replacement, repair, or refund at your choice, in accordance with the CPA — regardless of whether the packaging has been opened.

Please notify us as soon as reasonably possible after discovering the defect or error, ideally within 7 days of delivery, and retain the product and its packaging for inspection.

5. How to Request a Return

  1. Contact us at support@g1healthcare.co.za or WhatsApp +27 84 498 6840 with your order number and reason for return.
  2. Our team will confirm whether your item is eligible and provide return instructions.
  3. Pack the item securely, including original packaging where possible.
  4. Once received and inspected, we will process your replacement or refund.

You can also start here: Track My Order or Contact Us.

6. Return Shipping Costs

If a return is due to our error (defective, incorrect, or damaged-in-transit item), we cover the cost of return shipping. If a return is for an approved change-of-mind on an unopened item, the customer is responsible for return shipping costs unless otherwise agreed.

7. Refunds

Approved refunds are processed to your original PayFast payment method — we do not issue cash refunds or refunds to a different account. Refunds are typically initiated within 5 business days of the returned item being received and approved; actual reflection time thereafter depends on your bank or card issuer.

8. B2B / Corporate Orders

Bulk orders placed via RFQ and invoiced on Corporate PO Net-30 terms are subject to the specific terms agreed in the corresponding quote or purchase agreement, which take precedence over this policy for that order.

9. Unresolved Disputes

If we are unable to resolve a returns or refunds complaint directly, you may refer it to the Consumer Goods and Services Ombud (CGSO) at www.cgso.org.za, or the National Consumer Commission, free of charge. See "Dispute Resolution" in our Terms and Conditions for full detail.

10. Contact

G 1 Healthcare (Pty) Ltd — Registration No. 2025/451756/07

Email: support@g1healthcare.co.za

WhatsApp: +27 84 498 6840