Refund policy

ZN Medical Solutions (Pty) Ltd trading as MediVtal Last updated: March 2026

 

 

We want you to feel confident purchasing from MediVtal. This policy explains your options if something isn't right with your order.

 

 

The short version

  • Unopened products can be returned within 30 days of purchase

  • Defective or wrong products are collected at our cost — full refund or replacement

  • Direct marketing purchases have a 5-business-day cooling off period under the Consumer Protection Act

  • Opened products cannot be returned unless defective

  • Refunds are processed within 15 business days of receiving your return

 

 

1. Your rights under the Consumer Protection Act

 

The Consumer Protection Act 68 of 2008 (CPA) gives you specific rights as a South African consumer. These rights apply in addition to our standard returns policy and cannot be waived.

5-day cooling off period (direct marketing)

If you purchased MediVtal products as a result of direct marketing — including email, social media advertising, or any other unsolicited communication — you have the right to cancel your purchase within 5 business days of receiving your order, for any reason, without penalty.

To cancel under this right:

  1. Email support@medivtal.co.za within 5 business days of the date you received your order

  2. Include your order number and the words "direct marketing cancellation"

  3. We will arrange courier collection at our cost within 7 business days

  4. You will receive a full refund within 15 business days of us receiving the returned product. Please note: the product may have been opened for reasonable inspection purposes — however, we reserve the right to deduct a fair amount for any use beyond reasonable inspection of the product.


Right to return defective products

Under the CPA, you have the right to return a defective product within 6 months of purchase and to choose between a refund, replacement, or repair. See Section 3 below for how to do this.

 

 

2. Standard returns — unopened products

We accept returns of unopened, undamaged MediVtal products within 30 days of your purchase date.

Conditions:

  • Product must be unopened and in its original packaging

  • Product must be undamaged and in resaleable condition

  • Return must be initiated within 30 days of the purchase date on your order confirmation

How to return:

  1. Email support@medivtal.co.za with your order number and reason for return

  2. We will confirm your return is eligible and provide return instructions

  3. Ship the product back to us — return shipping is at your cost unless the product is defective or incorrectly supplied

  4. Once we receive and inspect the return, we will process your refund within 15 business days

Refund method: Refunds are issued to the original payment method used for the purchase.

 

 

3. Defective or incorrectly supplied products

 

If your order arrives:

  • Damaged or defective

  • Different from what you ordered

  • With a missing or incorrect quantity

Contact us at support@medivtal.co.za within 7 days of delivery with:

  • Your order number

  • A description of the issue

  • A photograph if the product is visibly damaged

We will arrange courier collection at our cost and, at your election:

  • Replace the product with the correct item, or

  • Issue a full refund within 15 business days of collecting the product

 

 

4. Products we cannot accept back

For health and hygiene reasons, we cannot accept returns of:

  • Opened supplement products — unless the product is defective, incorrectly supplied, or you are exercising your CPA cooling off right and the product arrived sealed but you opened it before reading your cancellation rights (contact us — we'll discuss this on a case-by-case basis)

  • Products stored incorrectly, exposed to heat or moisture, or showing signs of misuse

  • Products returned more than 30 days after purchase (outside of a CPA defective product claim within 6 months)

  • Products purchased from third-party retailers — please contact the retailer directly

 

 

5. Refund processing

Refunds are processed to your original payment method. Timeframes:

Refund type

Processing time

Credit/debit card

15 business days from return receipt

EFT / bank transfer

15 business days from return receipt

We will send you an email confirmation when your refund has been processed. Your bank's own processing time may add 2–5 business days before the funds appear in your account.

 

 

6. Exchanges

We do not offer direct product exchanges at this stage. If you would like a different product, please return your original purchase (if eligible) and place a new order.

 

 

7. Contact us

For all returns, refunds, or product queries:

Email: support@medivtal.co.za Response time: Within 2 business days

Please include your order number in all correspondence — it helps us resolve your query faster.

 

 

This policy does not limit any rights you have under the Consumer Protection Act 68 of 2008 or any other applicable South African legislation.