Refund and Returns Policy

Effective Date: 21 September 2026

Thank you for shopping with MedicPro. We are committed to supplying genuine, quality medical, surgical, healthcare and personal-care products.

Because many of our products are medical, hygiene-sensitive or intended for personal use, certain products may not be eligible for return once opened, used or their original packaging/seal has been broken.

This Refund & Return Policy explains when a product can be returned, replaced or refunded.

1. Eligibility for Return

A product may be eligible for return or replacement if:

  • You received the wrong product compared with the product ordered.
  • The product received is damaged during transit.
  • The product has a manufacturing defect or is defective on arrival.
  • The product is missing parts/accessories that were included with the order.
  • The product received is materially different from the description/specifications displayed on MedicPro.
  • MedicPro has specifically approved the return for another valid reason.

To be eligible for a return, the product should generally be:

  • Unused and unopened.
  • In its original, undamaged packaging.
  • With all original labels, accessories, manuals and inserts intact.
  • Accompanied by the order/invoice details.
  • Not altered, washed, assembled, used or damaged by the customer.

MedicPro reserves the right to inspect the returned product before approving a replacement or refund.

2. Products That Cannot Be Returned

For health, hygiene, safety and quality-control reasons, the following products are generally non-returnable once opened, used or their original seal/packaging has been broken:

  • Ostomy bags, pouches and related personal-use products.
  • Ostomy skin barriers, wafers, rings, seals and pastes.
  • Wound-care dressings and products intended for direct personal/clinical use.
  • Adhesive products and adhesive removers where the original seal has been opened.
  • Medical consumables and disposable products.
  • Personal-care and hygiene products.
  • Products supplied in sterile or tamper-evident packaging once the packaging has been opened.
  • Products specifically identified on the product page as non-returnable.
  • Products that have been used, contaminated, altered or damaged after delivery.

Important: If you are unsure whether a product is suitable for your needs, please contact MedicPro before opening or using the product.

This restriction does not affect your rights where the product is defective, damaged in transit, incorrect, or otherwise not as described, subject to applicable law.

3. Return Request Period

For products that are eligible for return, customers should contact us within 7 days of delivery.

For products received damaged, incorrect or defective, please contact us as soon as possible and preferably within 48 hours of delivery so that we can investigate the matter promptly.

Return requests submitted after the applicable period may not be accepted unless required under applicable law or specifically approved by MedicPro.

4. Damaged Products Received

We take care to pack orders securely. However, damage can occasionally occur during transportation.

If your package or product appears damaged:

  1. Take clear photographs of the outer package before opening it, where possible.
  2. Take photographs/videos of the damaged product and packaging.
  3. Contact MedicPro with your order number.
  4. Provide photographs/videos and a brief description of the issue.
  5. Do not use the damaged product.

Our team will review the claim and may arrange a replacement, return or refund, as applicable.

5. Wrong Product Received

If you receive a product different from the one ordered, please contact us within 7 days of delivery.

After verification, MedicPro may arrange:

  • Replacement with the correct product; or
  • Return of the incorrect product followed by a refund, where replacement is not possible.

Where the error is attributable to MedicPro, reasonable return/replacement shipping costs will be borne by MedicPro.

6. Defective Products

If you believe that a product has a manufacturing defect, contact us with:

  • Order number/invoice number.
  • Product name.
  • Batch/lot number, where applicable.
  • Photographs/videos showing the defect.
  • Description of the problem.

Depending on the product and manufacturer warranty, MedicPro may arrange inspection, replacement, repair, credit or refund.

Some products may be subject to the manufacturer’s warranty terms.

7. Change of Mind / Incorrect Product Ordered

If you ordered the wrong product, size, model or specification, or simply changed your mind, a return may be considered only if the product is eligible for return and remains unopened, unused and in completely resalable condition.

Because many MedicPro products are medical or hygiene-sensitive products, opened or used products generally cannot be accepted for return.

Any applicable return shipping or handling charges for customer-initiated returns may be deducted from the refund.

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 address} and send your item to: {physical address}

8. Order Cancellation

You may request cancellation of an order before it has been dispatched.

Once an order has been dispatched, cancellation may no longer be possible. In such cases, you should contact MedicPro and our team will advise whether the order can be returned under this policy.

Orders for specially sourced, customised or non-standard products may not be cancellable once procurement or processing has started.

9. Return Shipping

Where the return is required because:

  • MedicPro sent the wrong product;
  • The product arrived damaged;
  • The product is defective; or
  • The product materially differs from what was ordered,

MedicPro will generally arrange or reimburse reasonable return shipping costs, subject to verification.

For approved customer-initiated returns, the customer may be responsible for return shipping and applicable handling charges.

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