We are doing our best to ensure
that you get the right products from us. However, we understand that there
could be a need to make returns. Therefore, we have come up with a process that
would ease the stress.
Our return policy lasts for 7
days after dispatch of your order. During this period, you are eligible for an
exchange or refund. However, we cannot offer you a refund if the 7 days return
period has elapsed.
To be eligible for a return, your
item must be unused and in the same condition that you received it. It must
also be in the original packaging.
Send the package back to the address we will email to you after
receiving an RMA number. Make sure to put the RMA number on the label (example:
Place the RMA # on the ATTN: line, such as ATTN: RMA#1234567).
Several types of devices and equipment are exempted from being returned. The following products are non refundable:
- Eating Products – Non-returnable if packaging is opened.
- Hygiene Products – Non-returnable if packaging is opened.
- Gel Cushions – Non-returnable.
- Skin Cream, Lotions – Non-returnable.
- Mouth Stick Products – Non-returnable if packaging is opened.
- Toileting Products – Non-returnable if packaging is opened.
- Braces, Splints – Non-returnable if packaging is opened.
- Pillows – Non-returnable if packaging is opened.
- Gel Mattress Overlays – Non-returnable.
- Sanitary goods – Non-returnable if packaging is opened.
- Flammable liquids or gases – Non-returnable if packaging is opened.
- Bathing Products (includes Commodes, Raised Toilet Seats, Shower Chairs & Bath Benches) – Non-returnable if packaging is opened.
- Medical Disposables and Consumables
To complete your return, we require a receipt or proof of purchase.
If you meet all our returns
criteria, you will need to apply for a RMA (Return Merchandise Authorization) on
our ‘returns’ page. You are expected to fill the form with the accurate
information.
On approval of your request, we
will email you the RMA number, return address and other important information.
No Credit will
be given for items returned without an RMA number. If the return isn't honoured the item will be returned to the customer at their expense.
Products must
be returned in original packaging and in brand new condition.
If a product
arrives to you damaged in shipping, or with parts missing, please notify us
within 24 hours of receipt. We're happy to send you a replacement product or
part as soon as possible.
Refunds (if applicable)
Once your return is received and
inspected, we will send you an email to notify you that we have received your
returned item. We will also notify you of the approval or rejection of your
refund.
If you are approved, then your
refund will be processed, and a credit will automatically be applied to your
credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund
yet, first check your bank account again.
Then contact your bank, it may
take some time before your refund is officially posted. There is often some
processing time before a refund is posted.
If you’ve done all of this and
you still have not received your refund yet, please contact us at [email protected]
Sale items
Only regular priced items may be
refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are
defective or damaged. If you need to
exchange it for the same item, send us an email at [email protected]
Shipping
You will be responsible for
paying for your own shipping costs for returning your item. Shipping costs are
non-refundable. If you receive a refund, the cost of return shipping will be
deducted from your refund.
Depending on where you live, the
time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over N100,000, you should consider using a
trackable shipping service. We don’t guarantee that we will receive your
returned item.
* This process does not apply to orders where products were
received defective or damaged, or if you want to exchange your order. Please contact
us directly to resolve an issue with a defective or damaged product, or
complete an exchange.
**We do not offer free returns. The customer is responsible
for all shipping and handling costs associated with returning an item, unless
the item was received defective or damaged.
***Please note that there will be a 25% restocking fee applied by
the manufacturer. This will be deducted from your total refund. A restocking
fee is not applied to a damaged or defective item.
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