Refund policy

We want you to shop with confidence. If you are not completely satisfied with your purchase, we are here to help.

Hygienic Clause 28(3)(a):

In accordance with Regulation 28(3)(a) of Consumer Contracts, we must inform you that items sealed for hygiene reasons cannot be returned once the seal is broken. Products related to personal hygiene and self-care are non-returnable. This includes toiletry products, bathroom products, body braces, foam cushions, wheelchair cushions, stockings, splints, and other items that come into contact with the body. No hygiene products can be returned if the packaging has been opened, as per Public Health Policy.

Returns Period

You may request a return within 14 days of receiving your order, provided the item is unused, in its original packaging, and in the same condition that you received it. 

General Return Requirements

To process any return, the following conditions must be met:

  • A valid proof of purchase must be provided.
  • All original accessories must be included and in full condition.
  • Any additional items received with the product must also be returned.
  • Products must be returned in their original packaging.

All products come with a 14-day money-back guarantee. Returns for refunds or exchanges will only be accepted if the item is unused or unopened (excluding hygiene-restricted products).

After this period, items will be referred for repair where applicable.

If a product has been used but is still in working condition, a 15% handling fee may be charged, as the item can no longer be resold as new.

The retailer reserves the right to refer items to head office for further inspection where a defect cannot be confirmed in-store.

Damaged or Incorrect Items

If your order arrives damaged, faulty, or incorrect:

  • Please contact us within 48 hours of receiving the order
  • Provide photos of the item and packaging
  • We will arrange a replacement or refund as quickly as possible

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned once opened. This includes products that come into direct contact with the body or personal-use items that cannot be resold once opened.

Refund Process

Once your returned item has been received and inspected:

  • Approved refunds will be processed to your original payment method
  • Refund processing times may vary depending on your bank or payment provider

If a product is unavailable after an order is placed, a full refund will be issued automatically. 

Returns That Do Not Qualify

Returns may not be accepted if:

  • The product has been used
  • The product is damaged due to misuse
  • The product is returned without packaging
  • The return request is made after the allowed period

Warranty & Defects

All products are covered by warranties in accordance with the Consumer Protection Act. We aim to supply goods that are of high quality, fully functional, and free from defects.

A defect refers to a manufacturing fault or a condition that makes the product less acceptable than reasonably expected.

The following situations are not considered defects and will not qualify for returns:

  • Normal wear and tear
  • Damage caused by misuse, negligence, or improper handling
  • Damage from power surges or environmental factors (e.g., coastal corrosion)
  • Failure to properly maintain the product
  • Unauthorized modifications or alterations
  • Products that meet specifications but do not meet personal preference

Products damaged through misuse, abuse, or neglect will not qualify for free repair or return. If such items are returned at the customer’s request, all associated costs will be charged to the customer.

Brand Warranty (Milex)

  • 14-day money-back guarantee applies.
  • After 14 days, products must be booked for repair if issues arise.
  • A 6-month warranty covers defects in materials and workmanship.
  • Warranty does not cover damage caused by misuse, alterations, or accidents.

Repair Policy

  • Faulty items will be repaired within 21 days at an authorized service center.
  • Products must fall within the warranty period, be free from misuse, and be returned with all accessories, original packaging, and proof of purchase.
  • If a repair cannot be completed within this period, the product may be replaced

Exchanges

If a product cannot be repaired within the specified timeframe, an exchange may be approved after verification of purchase and condition.

Proof of Return

Valid proof of return is required before any refund or deduction is processed