Refund and Returns Policy

Overview

We want you to be confident ordering medical equipment and consumables from Medlive. This policy explains how returns and refunds work.

Our return window is 14 days from the date you receive your order. If more than 14 days have passed since delivery, we’re unable to offer a refund or exchange.

To be eligible for a return, your item must be unused and unopened, in its original packaging, and in the same condition you received it.

Items that can’t be returned

For hygiene and safety reasons, and in line with standard practice for medical supplies, the following cannot be returned once opened or unsealed:

  • Sterile or single-use items (e.g. syringes, dressings, sutures, gloves and other PPE)
  • Consumables supplied in sealed or tamper-evident packaging that has been broken
  • Items marked as non-returnable on their product page
  • Custom, made-to-order, or special-order items sourced specifically for your order

This does not affect your rights where an item arrives defective, damaged, or incorrect — see “Wrong, damaged, or defective items” below.

How to start a return

Email sales@medlive.co.za within 14 days of delivery with your order number and the reason for the return. We’ll confirm whether the item is eligible and provide instructions before you send anything back — please don’t return items without contacting us first, as we can’t guarantee an unauthorized return will be processed.

A receipt or proof of purchase (your order confirmation or invoice) is required for all returns.

Return shipping

For change-of-mind returns of eligible items, you’re responsible for the cost of shipping the item back to us. We recommend using a trackable courier service, as we can’t take responsibility for items lost in transit.

If your order arrived wrong, damaged, or defective through no fault of your own, we’ll cover the cost of the return — see below.

Wrong, damaged, or defective items

If you receive the wrong item, or an item arrives damaged or defective, contact us at sales@medlive.co.za as soon as possible with your order number and photos of the item. We’ll arrange a replacement, exchange, or refund at no cost to you, including covering return shipping.

Refunds

Once we’ve received and inspected your returned item, we’ll email you to confirm whether the refund is approved. Approved refunds are issued to your original method of payment.

If you haven’t seen your refund reflect after being notified it was processed, please allow a few business days for your bank or card provider to complete it before contacting us again.

Need help?

Contact us for anything related to a return or refund: