At MediGrid, we aim to make the returns and refunds process clear, fair, and easy to understand. This Refund and Returns Policy explains how cancellations, returns, replacements, and refunds are handled for orders placed through our website.
Nothing in this policy limits any rights you may have under applicable South African consumer law. (South African Government)
1. Order Cancellations Before Dispatch
If you would like to cancel an order before it has been dispatched, please email complaints@medigrid.co.za as soon as possible.
If the order has not yet been packed, processed, allocated to a supplier, or dispatched, we will do our best to stop the order and arrange a refund where applicable.
If the order has already entered processing, has been prepared for dispatch, or has already been handed over for delivery, the cancellation may no longer be possible and the order may instead need to follow the returns process set out below.
2. Change-of-Mind Returns
For qualifying online purchases, you may request to cancel and return eligible goods within 7 days of receiving the order, provided that:
the product is unopened, unused, and in its original condition;
all seals, labels, and original packaging are intact;
the product is not excluded from return for safety, hygiene, regulatory, or product-integrity reasons; and
Where a return is accepted for a change of mind, MediGrid may deduct the direct cost of returning the goods where applicable. (South African Government)
3. Incorrect, Damaged, or Incomplete Orders
If you receive the wrong item, an item that is damaged on delivery, or an incomplete order, please email complaints@medigrid.co.za as soon as possible and preferably within 48 hours of delivery.
Please include:
your order number;
a short description of the issue; and
clear photos of the product, packaging, and delivery label where possible.
Once reviewed, we may arrange a replacement, collection, store credit, or refund, depending on the nature of the issue.
4. Defective or Faulty Products
If a product is defective, unsafe, or not of acceptable quality, you may be entitled to a repair, replacement, or refund in accordance with applicable South African consumer law. The choice of remedy for qualifying defective goods is not something a supplier may simply override. (DTIC)
We may need to inspect the item before approving the remedy.
5. Products That May Not Be Returned
Because MediGrid operates in healthcare-related categories, some products may not be eligible for return once supplied, especially where product integrity, sterility, temperature control, hygiene, or patient safety could be affected.
Unless the item was supplied incorrectly, arrived damaged, is defective, or a return is required by law, we may not accept returns for:
prescription-related products;
medicines or regulated healthcare products where return is restricted;
products that have been opened, used, or tampered with;
temperature-sensitive items;
sterile products or medical consumables with broken seals;
personal care or hygiene-sensitive items once opened;
perishable items;
special-order, custom, or supplier-specific items.
6. Condition of Returned Goods
To qualify for a return where returns are allowed, goods must generally be returned:
in their original packaging;
with seals intact where applicable;
with all accessories, inserts, manuals, and bundled items included;
in a resalable condition, where relevant and legally permissible.
MediGrid reserves the right to decline a return where the product has been used, altered, damaged after delivery, or returned in a condition inconsistent with this policy, unless consumer law requires otherwise.
photos if the item is damaged, defective, or incorrect.
Do not return goods without written confirmation or return instructions from MediGrid.
If your return is approved, we will provide the next steps. Depending on the item and reason for return, this may include collection, courier return, supplier assessment, replacement, refund, or another appropriate resolution.
8. Refunds
Once a return, cancellation, or approved claim has been processed, any refund due will be made to the original payment method where possible.
Refund timing may vary depending on:
the payment method used;
banking processing times;
whether the goods need to be inspected first; and
whether the order involves a third-party supplier or fulfilment partner.
Where South African e-commerce cooling-off rights apply and a cancellation is validly exercised, the refund must be made within 30 days of cancellation. (South African Government)
9. Delivery Charges and Return Costs
Delivery charges are generally not refundable once delivery has been completed, unless:
the wrong item was supplied;
the item arrived damaged;
the item is defective; or
applicable law requires otherwise.
Where a return is due to a supplier error, damaged delivery, or an approved defect, MediGrid will generally arrange collection or cover the reasonable return cost.
Where a return is for a change of mind and is legally permitted, the direct cost of returning the goods may be for the customer’s account. (South African Government)
10. Failure to Deliver or Stock Unavailability
If we are unable to fulfil your order because stock is unavailable or the order cannot be completed, we will notify you and arrange an appropriate refund or alternative resolution.
South African e-commerce law requires suppliers to refund amounts paid if they cannot perform because the ordered goods or services are unavailable. (South African Government)
11. Contact Us
For all cancellation, return, replacement, and refund queries, contact:
