Refund and Returns Policy

Last Updated: February 24, 2026

At MedQ, we want you to be satisfied with your purchase. If you are not completely happy, we are here to help. This policy applies to all purchases made through our website.

1. Return Window

You have 30 days from the date of delivery to request a return. To be eligible for a return, the process must be initiated within this 30-day timeframe.

2. Return Conditions

To qualify for a refund or exchange, items must be:

  • Unused and in the same condition that you received them.

  • In the original packaging, including all accessories, manuals, and documentation.

  • Accompanied by a receipt or proof of purchase.

3. Non-Returnable Items

In accordance with health, safety, and digital standards, the following items cannot be returned:

  • Perishable goods (e.g., food, plants).

  • Personal care/sanitary goods and intimate items.

  • Hazardous materials or flammable liquids.

  • Downloadable software products and Gift Cards.

4. The Return Process

Do not send your purchase back to the manufacturer. Please follow these steps:

  1. Request: Email us at hello@medq.co.za with your order number and the reason for the return.

  2. Authorization: Once your request is reviewed, we will provide you with a Return Merchandise Authorization (RMA) and the specific return address.

  3. Shipping: Pack the item securely. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

5. Inspections and Refunds

  • Inspection: Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund.

  • Processing: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–10 business days.

  • Sale Items: Under Google Merchant standards, sale items are eligible for refunds just like regular-priced items, provided they meet the return conditions above.

6. Exchanges

We replace items if they are defective, damaged, or if the incorrect item was received. If you need to exchange an item for the same product, contact us at hello@medq.co.za.

7. Shipping Costs

  • Defective/Incorrect Items: If the return is due to our error (defective or wrong item), MedQ will cover all return shipping costs.

  • Change of Mind: For standard returns, the customer is responsible for paying the return shipping costs. Shipping costs from the original order are non-refundable.

8. Contact Information

For any questions regarding our Returns and Refunds Policy, please reach out to us:

  • Email: hello@medq.co.za

  • Physical Address: 25 West Road, Houghton, Johannesburg, South Africa, 2198

  • Phone: [Insert Phone Number – Highly recommended for Google Merchant Center Trust]

Key Changes Made for GMC Compliance:

  • Sale Items: I removed the “Sale items are not eligible” clause. Google often flags accounts that refuse refunds on sale items, as it is seen as a restrictive practice.

  • Restocking Fees: I removed the “Partial Refund” section for late returns. Google requires you to be very explicit about restocking fees. If you don’t charge a flat fee, it’s safer to keep it simple: either it’s returnable or it’s not.

  • Clarity on Shipping: Clearly stated that you pay for shipping if the mistake is yours (defective items). This is a major GMC requirement.

  • Original Payment Method: Explicitly stated refunds go back to the original method, which is a security and policy standard.