Our commitment at Zans African Medical is to ensure our clients are confident in their procurement. This policy outlines the procedures for returns, refunds, and exchanges to ensure a clear and fair process.
1. General Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unused, unopened, with all original seals intact, and in its original packaging. You will also need the receipt or proof of purchase.
The cost of return shipping is the responsibility of the customer, unless the return is due to an error on our part. Original shipping costs are non-refundable.
2. Return Eligibility & Exclusions
Due to the sensitive nature of our products and for health and safety reasons, several types of goods are exempt from being returned. We cannot accept returns for:
- Sterile items or consumables where the packaging or seal has been broken.
- Diagnostic kits and reagents, due to temperature and storage sensitivity.
- Custom-ordered or specially configured items (e.g., custom-built furniture).
- Clearance or final sale items.
- Personal protective equipment (PPE) sold in bulk.
3. The Return Process
To start a return, you must first contact us to obtain a Return Merchandise Authorisation (RMA) number. Please contact us at sales@zansmed.com or call us on +27 12 346 1060 with your original order number.
If your return is accepted, we will provide you with the RMA number and instructions on how and where to send your package. Items sent back to us without first requesting an RMA number will not be accepted.
We highly recommend using a trackable shipping service for your return, as we cannot be held responsible for items lost or damaged in transit.
4. Damages and Issues
Please inspect your order upon reception and contact us within 7 days if the item is defective, damaged, or if you receive the wrong item. This will allow us to evaluate the issue and make it right. If the fault is on our part, we will arrange for a replacement or a full refund and cover all associated shipping costs.
5. Refunds
Once we have received and inspected your return, we will notify you and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@zansmed.com.