Returns & Refunds Policy
This policy explains how returns, cancellations, repairs, replacements and refunds work for products bought from Overberg Medical Supplies (OMED), online at omed.co.za or directly from us.
It is written to comply with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Nothing in this policy limits the rights you have under South African law.
Last updated: 25 September 2026
1. Your 7-day cooling-off right (online orders)
If you bought online, you may cancel your order without giving a reason and without penalty within 7 days of receiving the goods (section 44 of ECTA).
- Let us know within the 7 days by emailing info@omed.co.za with your order number.
- Items must be returned unused, complete and in their original packaging.
- You pay only the direct cost of returning the goods to us.
- We refund the full purchase price within 30 days of your cancellation.
- Hygiene-sensitive items (see section 3) can only be returned under this right if their seal is unbroken.
2. Defective goods: your 6-month CPA warranty
Under sections 55 and 56 of the CPA, every product we sell must be reasonably suitable for its intended purpose, of good quality, free of defects, and durable for a reasonable period.
- If a product fails to meet this standard within 6 months of delivery, you may return it at our risk and expense.
- You may choose to have it repaired, replaced or refunded.
- If a repaired item fails again within 3 months of the repair, we will replace it or refund you.
- Many products also carry a longer manufacturer’s warranty. The warranty period is shown on the product page or in the product documentation, and we will help you with any manufacturer warranty claim.
3. Hygiene and safety items
For health and hygiene reasons, the following items cannot be returned for a change of mind once they have been unsealed, fitted or used:
- CPAP masks, cushions, headgear and tubing, because they are in direct contact with the face and airway.
- CPAP machines once used.
- Oxygen concentrators and oxygen accessories once used.
- Lymphatic drainage garments and other items worn on the body once used.
This does not affect your rights if an item is defective, damaged on arrival or not what you ordered. Those items are covered by sections 2 and 7 of this policy.
4. When a product is not considered defective
A product is not considered defective, and the CPA warranty does not apply, where the problem is caused by:
- Normal wear and tear.
- Incorrect use, misuse, or failure to follow the manufacturer’s instructions.
- Improper storage, cleaning or maintenance.
- Unauthorised repairs or modifications.
5. If a product is found not to be defective
If a returned product is inspected and found to be working correctly, or the problem was caused by one of the reasons in section 4, we will explain our findings to you. You will then be responsible for the cost of returning the product to you. If a repair is possible, we will quote you before any work is done.
6. Repair, replacement or refund
- For defects reported within 6 months of delivery, you choose between repair, replacement or a refund, as the CPA provides.
- After 6 months, claims are handled under the manufacturer’s warranty, and the remedy is set by the manufacturer’s warranty terms.
- Some equipment must be assessed by the manufacturer or an approved service agent before a claim is finalised. We will manage this for you and keep you updated.
7. Damaged, incorrect or missing items
Please check your order when it arrives. If anything is damaged in transit, incorrect or missing:
- Tell us as soon as possible, ideally within 48 hours of delivery, so we can lodge a claim with the courier.
- Email info@omed.co.za with your order number and photos of the item and its packaging.
- Keep all packaging until the matter is resolved.
We will arrange collection and a replacement or refund at no cost to you. Reporting later does not remove your rights under the CPA.
8. How to return an item
- Email info@omed.co.za or call 028 312 2757 with your order number, the item, and the reason for the return. Include photos if the item is faulty or damaged.
- We will confirm the return and tell you how to send it. For defective, damaged or incorrect items, we arrange and pay for collection.
- Pack the item securely, with all accessories, manuals and original packaging where possible.
- Returns can also be dropped off, by appointment, at: Overberg Medical Supplies, Suite 15, Hermanus Medical Center, Hermanus, 7200.
Please do not send items back without contacting us first, so that we can identify your return when it arrives.
9. Refunds
- Refunds are paid to the original payment method, or by EFT if that is not possible.
- We process refunds once the returned item has been received and checked, and always within 30 days of cancellation where ECTA applies.
- For cooling-off cancellations, the refund covers the full price paid for the goods. The cost of returning the goods to us is for your account.
- For defective, damaged or incorrect items, we refund the full amount including the original delivery charge.
10. Special-order and quote-only items
Some equipment is ordered from the manufacturer specifically for you, for example quote-only items. Any supplier return conditions for these items will be set out in writing on your quote before you confirm the order. This does not affect your rights if the item is defective.
11. Contact us
Overberg Medical Supplies (OMED)
Suite 15, Hermanus Medical Center, Hermanus, 7200
Tel: 028 312 2757 | Mobile: 082 777 8628
Email: info@omed.co.za
See also our Shipping & Delivery Policy and Terms and Conditions.
