Customer information
Returns and Refunds Policy
MBC First Aid & Safety
Returns and exchanges — within 7 days
You may return or exchange eligible goods within seven calendar days after delivery — whether you changed your mind or ordered the wrong item. Email sales@mbcfirstaid.com or WhatsApp 071 920 4237 with your order number and photos of the goods, and we will arrange the return or exchange. Goods must be new, unused, undamaged and complete with original packaging, accessories and labels. We charge no restocking, handling or refund administration fees on qualifying returns or exchanges. For change-of-mind returns, or where you ordered the wrong item, you pay only the direct cost of returning the goods to us; where goods are faulty, damaged or not what you ordered because we supplied the wrong item, we cover the return cost. These voluntary rights never limit your statutory rights, including applicable online cooling-off cancellations (where only the direct cost of returning the goods may be charged) and Consumer Protection Act defective-goods claims.
Medical, hygiene and custom products
Our voluntary 7-day returns and exchanges exclude opened sterile products, broken hygiene seals, used medical consumables and contaminated goods. Custom-made and personalised products (including custom artwork) are excluded only where the law permits, and once you have approved custom production it cannot be cancelled, subject to law. Ordinary supplier-ordered stock items remain returnable under this policy. None of these exclusions removes statutory rights, including applicable online cooling-off rights.
Faulty, damaged or incorrect goods
Inspect on delivery and contact us promptly, preferably within seven days, about visible damage or incorrect items. This reporting request does not remove statutory rights. Where the Consumer Protection Act applies, goods that are defective, unsafe or fail applicable quality standards within six months of delivery may be returned for the customer's choice of repair, replacement or refund at our risk and expense, subject to the Act — these statutory rights are not limited by the new, unused or original-packaging conditions above. We cover reasonable return costs for qualifying claims, and original packaging is not required for a valid defective-goods claim. Damage caused by customer misuse, abuse, accidental breakage or unauthorised alteration is not covered as a product defect; claims are assessed on their circumstances.
Refunds
We process approved refunds within seven business days of receiving and checking returned goods, to the original payment method — by EFT to the verified account of the original payer. Where statutory online cooling-off applies, the full payment including the original delivery charge is refunded within 30 days of cancellation, with only direct return costs chargeable. For voluntary 7-day returns and exchanges outside that right, no restocking, handling or refund administration fees are charged; the original delivery charge is not refunded.
Dispatch timing
Supplier availability is confirmed before we issue any invoice or request payment. Orders are dispatched within 3 working days of cleared EFT payment; courier transit time is additional.
Contact
sales@mbcfirstaid.com; WhatsApp 071 920 4237; landline 087 092 5510. Return address 40 Prospecton Road, Prospecton, Isipingo, KwaZulu-Natal 4133. Contact us for return instructions.
This policy does not limit rights under the Consumer Protection Act or Electronic Communications and Transactions Act.