Return & Refund Policy for Medi Sleep Solutions

Overview

Medi Sleep Solutions supplies medical-grade sleep therapy equipment. Due to strict hygiene and health regulations, certain return restrictions apply. This policy is aligned with the Consumer Protection Act (“CPA”), which governs your rights as a consumer.

Strict Hygiene Policy

For health and safety reasons, the following items cannot be returned if opened or used, unless they are defective:

  • CPAP/BiPAP masks (full face, nasal, nasal pillow)
  • Mask cushions, headgear, and frames
  • Tubing, filters, and humidifier chambers
  • Any product that comes into contact with the face, nose, or airway

Important:

If a CPAP or BiPAP device has been used (even for an hour), it is considered second-hand equipment and cannot be returned for change-of-mind or exchange purposes.

This restriction does not apply to defective products, which remain fully covered under the CPA and applicable warranties.

Faulty, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect item:

  • Please notify us within 48 hours of delivery (where possible)
  • Provide photos and your order details

In accordance with the CPA, you are entitled to:

  • Repair of the product, OR
  • Replacement of the product, OR
  • Full refund
  • No handling or restocking fees will be charged for faulty items.

Manufacturer Warranties

Certain products (including CPAP devices) include manufacturer warranties.

Warranty claims are subject to the manufacturer's terms and conditions

Medi Sleep Solutions will assist in facilitating the warranty process

Returns & Refunds

  • The item is unused and unopened
  • The item is in its original packaging

If approved:

  • A handling/restocking fee of up to 15% may apply
  • Original delivery fees are non-refundable
  • If a customer chooses an exchange or purchases an alternative product, courier/delivery charges will be charged again for the new item
  • This is in line with the Consumer Protection Act, which allows suppliers to charge reasonable costs for returns not related to defects.

Refund Processing

Refunds are processed within 7–14 business days after approval

Refunds are issued via the original payment method

Delivery fees are only refunded if the return is due to:

A defective product, OR

An error on our part

Exchanges

Exchanges are permitted for:

  • Unopened and unused products
  • Incorrect sizing (only if packaging remains sealed)
  • All exchanges are subject to stock availability.
  • Courier/delivery charges will apply to the replacement item unless the exchange is due to a defective or incorrect product supplied by us.

Return Shipping

Customers are responsible for return shipping costs for non-defective items

We recommend using a trackable courier service

If the item is faulty or incorrect, we will cover the return shipping costs.

Refusal of Returns

We reserve the right to refuse a return if:

  • The product has been opened or used where hygiene restrictions apply
  • The product is not in its original condition or packaging
  • The return falls outside reasonable timeframes (excluding CPA-covered defects)

Contact Information

Medi Sleep Solutions (Pty) Ltd

www.medisleepsolutions.co.za medisleepsolutions@gmail.com 082 572 9899