Returns & Refunds

No refund or replacement will be processed until ALL of the following requirements have been met:

• Original Packaging: The goods must be returned in their original packaging, together with all accessories, components, manuals and documentation supplied with the item, where applicable.
• Fault Reported: Any alleged fault, defect or problem must be reported to MSL Medical via WhatsApp or through our website as soon as reasonably possible. The customer may be required to provide photographs, videos, serial numbers and a description of the fault.
• Return & Supplier Inspection: The item must be returned to MSL Medical for assessment and, where applicable, forwarded to the original supplier or manufacturer for inspection and testing.

No refund will be paid back to the customer until the above requirements have been met and the item has been assessed.

Where the supplier/manufacturer determines that the item has a factory defect, manufacturing error or genuine fault with the machine/device, the customer will then have the option, subject to applicable law and stock availability, of:

• A replacement unit/device, subject to stock availability; OR
• A full refund, where the customer elects to receive a refund and the applicable legal requirements for a refund have been satisfied.

A refund will not be issued merely because a fault has been reported. The item must first be returned and assessed to establish whether the fault is attributable to a manufacturing defect, supplier fault or another cause.

MSL Medical reserves the right to reject a return where inspection establishes that the fault or damage resulted from, including but not limited to:

• Accidental damage
• Misuse, abuse or negligence
• Incorrect installation or operation
• Failure to follow the manufacturer's instructions
• Unauthorised repairs, modifications or alterations
• Normal wear and tear
• Damage caused after delivery or collection by the customer
• Any other cause not attributable to a manufacturing defect

• The above policy applies to returns, refunds and replacements handled by MSL Medical. Nothing in this policy is intended to exclude, restrict or waive any rights that a customer may have under applicable South African consumer legislation.
• MSL Medical reserves the right to require reasonable proof of purchase and to follow the manufacturer's/supplier's assessment and warranty procedures where applicable.
• By purchasing goods from MSL Medical, the customer acknowledges and accepts these return and refund procedures, subject to their rights under applicable law.