Frequently Asked Questions

Yes, You can pay for your product via our online checkout or via EFT.

We offer free delivery for products above R1000. All orders below R1000 will have courier costs added in accordance to delivery rates.

Delivery & Return Policy

You can return an unwanted product to us however delivery costs and traveling liability would be at your expense within 5 business days, provided:

It is undamaged, unpackaged and unused, with all the original packaging still sealed, labels and stickers still attached within 5 business days:

A 7.5% Handling Fee Will be charged on orders that are returned due to incorrect stock ordered or cancelled orders.

After 14 days, you can only return a product if it is defective. however delivery costs and traveling liability would be at your expense within 5 business days.

As these are medical devices there are very strict terms and conditions relating to our Returns Policy as these carry Clinical and Hygienic Risks. 

Cape Town Medical delivers free of charge on all orders over R1 500.00 within South Africa, door-to-door, depending on where you are located. If you reside outside a main central hub but would like door to door delivery – please contact our sales team sa***@****************co.za who will send you an updated quote for the courier fees. 

During the checkout process, Cape Town Medical will determine your delivery fee based on your order value. Cape Town Medical will deliver after payment has reflected in our bank account or after completion of payment via PayFast  or PayStack within 2 – 5 working days depending on delivery address.

Please note: No orders will be dispatched until funds have cleared in our banking account or reflect via our payment gateways (PayFast) (PayStack). Should you require your order urgently please make use of the EFT option.

Should you have any queries regarding your delivery options, please call our customer support agents on 076 821 7901/068 014 8782 or email: sa***@****************co.za

Standard Assessment Completion done by Cape Town Medical or its affiliates.

Collection/Delivery Policy for Equipment Assessment and Repairs

Cape Town Medical can upon request arrange for equipment to be transported by its third-party couriers.

Cape Town Medical will not insure second hand equipment and will not be held liable for any damages that occur during transit. Customers are responsible for securely packaging any items of equipment sent in for repairs or book their own courier should they wish to do so.

Late Delivery

The Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”) entitles you to cancel your purchase within 7 days’ notice if the products you have purchased are not delivered within the agreed delivery period as specified in Cape Town Medical terms and conditions. The product(s) in question must be returned to Cape Town Medical in their original state, including all labels. Any such cancellation must be done by via Cape Town Medical by either calling 076 821 7901/068 014 8782 or emailing sa***@****************co.za.

Stock shortages

Should a product you have ordered be:

Temporarily unavailable, Cape Town Medical will notify you thereof as well as the anticipated delay in delivery and, unless you agree to wait for such longer period for delivery or accept delivery of another product instead or a credit on your Cape Town Medical account, Cape Town Medical will issue a refund in respect of that product to you;

Permanently unavailable, Cape Town Medical will notify you and, unless you agree to accept another product instead or a credit on your Cape Town Medical account, Cape Town Medical will issue a refund in respect of that product to you.

Should you have redeemed a voucher or coupon against a product that is temporarily unavailable and you do not agree to an extended delivery period, or to accept delivery of another product instead, or the product is permanently unavailable and you do not agree to accept another product instead, Cape Town Medical will re-issue you with a replacement voucher to the same value, with the same voucher terms and conditions.

Defective products

We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our Help Centre for some examples.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
 faults resulting from normal wear and tear;
 damage arising from negligence, user abuse or incorrect usage of the product;
 damage arising from electrical surges or sea air corrosion;
 damage arising from a failure to adequately care for the product;
 damage arising from unauthorized alterations to the product;
 where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
 in relation to Unboxed Deals or used products, signs of handling and/or repackaging.

General warranty on Defective Products:

If, within 14 days after delivery of a product to you:

You find that the product is defective/faulty, unsuitable for the purpose generally

intended (or otherwise expressly indicated by Cape Town Medical at time of purchase), or not legal or reasonably durable (based on the circumstances and product type) (“defective”); and –

you arrange to return such product to Cape Town Medical for inspection in accordance with the returns procedure in clause 7 below, and the product is subsequently found to indeed be defective, you are entitled to either –

(a) a credit voucher, or (b) have the product repaired or replaced at Cape Town Medical expense

(the decision between repairing or replacing being that of Cape Town Medical depending on availability and other relevant circumstances, and in this regard, you acknowledge that Sale/ On Special products will usually only be able to be repaired).

If the product is found NOT to be defective, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having such product returned to Cape Town Medical and then redelivered to you.

When is a product defective? Please note: the following are examples of things which will NOT be regarded as defects and will NOT entitle you to any repair, replacement or refund under the general warranty above faults resulting from normal wear and tear; damage arising from incorrect usage of the product.

Supplier’s warranty:

Certain products may come with a supplier’s warranty. If so, this will be stated in the product listing on the site. Clear details of these guarantees are given in their listings and no shopper may ask to be covered by a wide-ranging guarantee other than the one shown on such product listing.

As these are medical devices there are very strict terms and conditions relating to our Returns Policy on certain conditions.

UNWANTED PRODUCTS

Changed your mind?

You can return a product if you have changed your mind to us however delivery costs and traveling liability would be at your expense within 5 days, provided:

It is undamaged, unpackaged and unused, with all the original packaging still sealed, labels and stickers still attached;

A 7.5% Handling Fee Will be charged on orders that are returned due to incorrect stock ordered or cancelled orders.

Where product clarity / confirmation was done only credit notes will apply.

Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality (save for manufacturer warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).
You can do so by logging a return on the Website, and we will arrange to collect the product from you at no charge. Once we / supplier have inspected the product, we will at your choice repair / replace the product, dependant on the warrantee T’s & C’s of the manufacturer (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 30 days, we will get in touch with you accordingly.
Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.
Where you request a repair / replacement of an Unboxed Product, reconditioned product or used product and a repair is not possible, we will see if we have a replacement Unboxed Deal, reconditioned product or used product in stock (which is the same product, of the same nature and type, as the one sold), but if we do not, we will credit / refund you if within the mandated returns Policy. A product in perfect condition (that is not an Unboxed Deal, reconditioned product or used product) is not the same product as an Unboxed Deal, reconditioned product or used product. This is why Unboxed Products, reconditioned products and used products are discounted, compared to products in perfect condition.

A 7.5% Handling Fee Will be charged on orders that are returned due to incorrect stock ordered or cancelled orders.

Extended Supplier Warranty (stipulated on product page)

A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery / collection (save for manufacturer warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.
You can do so by logging a return on the Website, and we will facilitate your return of the product to the supplier at no charge. Unfortunately we cannot facilitate returns that fall outside of the extended supplier warranty period.
Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
It is also important to note that the remedy offered to you is at the supplier or manufacturer’s discretion what remedy it can offer you. Cape Town Medical is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair / replacement within the applicable extended supplier warranty. If the repair / replacement takes longer than 30 days, we will get in touch with you accordingly.
PLEASE NOTE: Unboxed Products, certain reconditioned products and used products do not have extended supplier warranties and this will be made clear on the product description page.

Manufacturer Warranty (stipulated on product page)
A manufacturer warranty product is a product for which the relevant supplier or manufacturer chooses to manage defective returns themselves, directly with the customer, and not through Cape Town Medical.
If a manufacturer warranty product turns out to be defective or otherwise of poor quality, please contact the relevant supplier or manufacturer directly via the contact details provided when attempting to log the return on our Website.
Charges and refunds
If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return.

If you return a product that does not comply with this Policy, you may be liable to reimburse Cape Town Medical for the cost of collecting the product from you and the cost of having the product returned to you.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT or COD (cash on delivery) will be refunded to your nominated bank account.
If, at any time, items are returned (and such return is approved by Cape Town Medical) in accordance with the this Returns policy or cancelled before delivery in accordance with customer terms and conditions, the value of the validated refund or cancelled item (as the case may be) will be credited to your account accordingly.

However, if you, within 5 Business days of that order being placed, process a return of your entire order (and such return is approved by Cape Town Medical) in accordance with the Return Policy or you cancel your entire order before delivery, and there is no delivery charge on the order, then Cape Town Medical will refund you.

Exclusions

You may not under any circumstances return the following:

Non-defective products that have been “made to order”. (You will be notified of the relevant Online Sale if the products are “made to order”.)

For hygiene reasons, due to their nature: non-defective clothing and workwear unless the garment has merely been tried on and not worn.

Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorized by Cape Town Medical.

Products resold to a third Party under any circumstances.

In the event of equipment being repaired under warranty, Cape Town Medical  can provide certain rental equipment at an agreed upon fee.
This will not include courier costs for outlying areas of South Africa.

Return procedure to be followed

Contact us at 076 821 7901/068 014 8782 or email sa***@****************co.za

Pack your items securely in a box to prevent damage to the items being returned.

Within 10 business days of the returned item having being cleared by Cape Town Medical quality inspection, the money will be refunded back to the customer in the form of payment  used to pay for the order (either EFT or Credit Card) unless you specified that you want a store credit or a swap out or credit note and Cape Town Medical’s discretion.

Processing of credits and refunds

Should you be entitled to a refund or credit for any reason, such refund / credit shall be at the discretion of Cape Town Medical which option is available and will either be effected on the credit card used to purchase the product or be deposited into the bank account used in the Electronic Funds Transfer, within 21 business days of the returned item having been cleared by Cape Town Medical quality checking.

Where your Cape Town Medical account has been credited, you will be entitled to use such credit towards other purchases made by you on the site. Do take note, however, that you cannot request that refund the credit on your profile in the form of cash once you opted for the credit option having been cleared by Cape Town Medical quality checking.

If you bought a sale item and want to return the item, the reduced price will be paid back to you and not the full price.

If you want to return an item that you paid the full amount for but is now on sale, we will only pay the full amount as a credit on your profile and not in the form of cash in your account. If you want a payback, the amount of the reduced price will be paid back

If you redeemed a coupon against your purchase, and wish to return the item(s) from that purchase, the rand value paid for the item(s) being returned will either be refunded or credited to your account. The value of the voucher that was redeemed we will not be refunded to you or credited to your account. Rather, Cape Town Medical will re-issue you with a replacement voucher to the same value, with the same voucher terms and conditions.

Fraud Prevention

Cape Town Medical reserves the right to refuse, in the interest of fraud prevention, processing any payment for any order, and/or to cancel any purchase partially or completely, with notice given to you. Cape Town Medical will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid such funds.

Yes, Cape Town Medical offers training and demonstration of all products at a cost.

Please feel free to send us a request here:  Contact Us

Yes, All our products come with a 1 year warranty unless stated otherwise.

Yes, we have a dedicated technical department that provide repairs on products that are out of warranty and products that was not bought from us.

Please send a request for a repair here: Contact

Yes, You can Pre-Order a product from us but it will have to be paid upfront in order to reserve your product from the supplier.

Unfortunately we do not offer COD at the moment.

Yes, We service and repair all products. You can also request a Service Plan with your product. Our Engineers are all members of the Clinical Engineering Association of South Africa. Please send us a message for further details  Contact