RETURNS AND EXCHANGE POLICY

1. Circumstances in which Returns and/or Exchanges are allowed
   1. We permit returns and/or exchanges in the following instances:
   2. The incorrect product has been delivered to you.
   3. The product delivered to you is damaged or defective.

2. When a Return and/or Exchange needs to be initiated

   1. Returns and/or exchanges need to be initiated within five (5) days of delivery of the product having been delivered to you.

3. The choices you have upon Returning the Product

   1. When a product is returned to us you can:
      1. Have the amount refunded to you less any processing, admin or handling fees.
      2. Have the product replaced/exchanged.

4. How a Return and/or Exchange is initiated

   1. All returns and/or exchanges shall be initiated by means of an email sent to orders@firstlinemedical.co.za setting out:
      1. The item(s) being returned. 
      2. The reason for the return.
      3. Whether you would like a refund or a replacement.

5. Condition of the Product Returned

   1. In returning the product to us, the following shall apply. The product needs to be:
      1. Undamaged.
      2. Unused.
      3. In the original packaging.
      4. Packaged and wrapped correctly and safely by you.

6. Manner of Return

   1. We will require you to return the product to our offices at the following address: 27 Central Avenue, Eastleigh, Edenvale, Johannesburg, Gauteng 1609

7. What will happen once a Product is returned

   1. All returned items will be subjected to a product inspection to determine the condition of the product(s)
   2. Products that are damaged through improper use/negligence, used or opened – especially in the case of sterile products – will be ineligible for refunds. 
   3. You will receive notice via email if the product(s) is inspected and determined to be eligible for refund.
   4. Refunds are processed within 30 days of receiving the returned products.  

8. Product Inspection

   1. Once returned, and prior to accepting such return, we will be permitted to inspect the product.
   2. Should the product in our reasonable discretion not be suited to be returned, we shall not be obliged to accept such return.

9. Excluded Products

   1. The following product(s) shall be excluded entirely from the above returned policy:
      1. Single-use items like emergency shears, TQ’s All items that are sealed to remain sterile but are now opened