Legal

Returns, refunds, exchanges and cancellations

Effective 29 September 2026

Our Commitment

At Pearly Locus Medical, we want you to purchase with confidence.

Pearly Locus Medical is a healthcare marketplace connecting customers, healthcare professionals, institutions, suppliers, manufacturers and other approved sellers. Products available through the Pearly Locus Medical Marketplace may therefore be supplied either directly by Pearly Locus Medical or by an independent third-party marketplace vendor.

This Returns, Refunds, Exchanges and Cancellations Policy explains when and how products purchased through the Pearly Locus Medical Marketplace may be returned, exchanged, repaired, replaced or refunded.

We aim to process returns fairly, efficiently and in accordance with applicable South African consumer-protection requirements.

Where a product is supplied by a third-party vendor, the vendor may have additional product-specific return, warranty or service requirements. However, Pearly Locus Medical will facilitate the marketplace return process where applicable.

Important Marketplace Principle

When you purchase a product through the Pearly Locus Medical Marketplace, the product page should indicate, where applicable:

  • the seller/vendor;
  • product specifications;
  • whether the product is new, refurbished or otherwise described;
  • warranty information;
  • applicable return restrictions;
  • delivery information;
  • whether the product is eligible for exchange or return;
  • whether the product is eligible for financing, rental or other payment arrangements; and
  • any product-specific terms that apply.

A return may therefore be subject to the nature of the product, the reason for the return, the condition of the product and the applicable warranty or supplier terms.

Nothing in this policy is intended to limit any rights that a consumer may have under applicable South African law.

When Can I Return a Product?

Depending on the circumstances, you may request a return where:

  • you received the wrong product;
  • the product was damaged when delivered;
  • the product is defective or does not conform to the agreed specifications;
  • the product is missing parts or accessories;
  • the product does not correspond with its description;
  • the product is subject to an applicable warranty;
  • you received an incorrect quantity;
  • the product is eligible for a change-of-mind return;
  • the product is eligible for an exchange;
  • the product is subject to a manufacturer or supplier recall; or
  • another return right applies under applicable law or the product's specific terms.

Certain healthcare, hygiene, personalised, consumable, sterile or medical products may not be eligible for a change-of-mind return once opened, used or unsealed.

Change-of-Mind Returns

Where permitted by the applicable product terms and applicable law, customers may request a return because they have changed their mind.

For a change-of-mind return, the product should generally:

  • be unused;
  • be in its original condition;
  • be returned in its original packaging;
  • include all accessories, manuals, components and promotional items supplied with the product;
  • have all applicable seals, labels and protective packaging intact; and
  • be returned within the applicable return period stated on the product page or communicated by Pearly Locus Medical.

Certain products may be excluded from change-of-mind returns because of their nature, including certain:

  • medical consumables;
  • sterile products;
  • diagnostic products;
  • personal-care or hygiene products;
  • pharmaceuticals or health products where applicable;
  • opened medical devices;
  • products requiring specific installation or calibration;
  • personalised or customised products;
  • made-to-order products;
  • products supplied specifically to a customer's specifications;
  • digital products;
  • vouchers or electronically delivered products; and
  • products that cannot safely or lawfully be resold after opening.

Where a product is excluded from a change-of-mind return, this should be indicated on the relevant product page where reasonably practicable.

Wrong Product Delivered

If Pearly Locus Medical or a Marketplace Vendor delivers a product that is different from the product ordered, please notify us as soon as reasonably possible.

We may request photographs, order information or other information to verify the issue.

Depending on the circumstances, we may arrange for:

  • the incorrect product to be collected;
  • the correct product to be delivered;
  • a replacement;
  • a refund; or
  • another appropriate remedy.

Customers should not use, install, modify or dispose of an incorrectly supplied product before contacting Pearly Locus Medical, unless necessary to protect health or safety.

Products Damaged During Delivery

If a product arrives visibly damaged, please notify Pearly Locus Medical as soon as reasonably possible.

Where practical, customers should:

  • photograph the outer packaging;
  • photograph the damaged product;
  • photograph any visible shipping damage;
  • retain the original packaging; and
  • provide the order number and relevant delivery information.

Pearly Locus Medical may coordinate with the applicable courier, supplier, manufacturer or Marketplace Vendor to investigate the delivery damage.

Where the product is confirmed to have been damaged before or during delivery, an appropriate remedy may include repair, replacement, exchange or refund, subject to the circumstances and applicable law.

Damage caused after delivery by the customer, incorrect installation, misuse, unauthorised modification or failure to follow applicable instructions may not qualify as delivery damage.

Defective Products

If a product develops a defect, customers should contact Pearly Locus Medical through the applicable returns process.

The product may be assessed by Pearly Locus Medical, the Marketplace Vendor, supplier, manufacturer, authorised service centre or another appropriate technical party.

Depending on the circumstances and applicable law, the remedy may include:

  • repair;
  • replacement;
  • exchange;
  • store or marketplace credit; or
  • refund.

A product will generally not be treated as defective where the problem results from:

  • ordinary wear and tear;
  • misuse;
  • accidental damage;
  • improper installation;
  • use contrary to the manufacturer's instructions;
  • unauthorised modification;
  • unauthorised repair;
  • electrical or power-related damage;
  • exposure to unsuitable environmental conditions;
  • use for an unintended purpose; or
  • failure to maintain the product in accordance with applicable instructions.

Where a defect is disputed, Pearly Locus Medical or the relevant Marketplace Vendor may require an inspection or technical assessment before determining the appropriate remedy.

Medical Equipment Returns

Medical equipment requires particular care because it may need installation, calibration, servicing, inspection or decontamination.

For equipment such as:

  • hospital beds;
  • patient monitors;
  • ECG machines;
  • treatment trolleys;
  • emergency trolleys;
  • diagnostic equipment;
  • surgical equipment;
  • dental equipment;
  • rehabilitation equipment;
  • oxygen-related equipment;
  • medical furniture; and
  • other healthcare equipment,

the return process may require:

confirmation of the product and serial number;

assessment of the reported problem;

technical inspection;

confirmation of warranty status;

decontamination or infection-control requirements where applicable; and/or

collection by an approved courier, technician or service provider.

Customers should not attempt to dismantle, repair, modify or alter medical equipment before receiving instructions from Pearly Locus Medical, the applicable vendor or authorised service provider.

Where installation or commissioning was included in the purchase, the applicable supplier or authorised technician may need to inspect the equipment before a return or replacement is authorised.

Medical Consumables, Sterile Products and Hygiene-Sensitive Products

For health, safety and infection-control reasons, certain medical products cannot be returned once opened, unsealed or used unless the product is defective, incorrectly supplied or another legally applicable return right exists.

This may include, depending on the product:

  • syringes;
  • needles;
  • catheters;
  • filters;
  • dressings;
  • wound-care products;
  • gloves;
  • masks;
  • disposable medical products;
  • sterile products;
  • diagnostic consumables;
  • personal-care products;
  • continence products;
  • products intended for direct bodily use; and
  • other hygiene-sensitive healthcare products.

Customers must not return a used or contaminated medical product without first contacting Pearly Locus Medical.

Where a product is suspected to be defective, customers should retain the product and packaging until Pearly Locus Medical or the relevant supplier provides further instructions.

Pharmaceuticals and Regulated Healthcare Products

Certain medicines, pharmaceutical products and regulated healthcare products may be subject to specific legal, regulatory, storage, temperature-control and handling requirements.

Such products may therefore have special return restrictions.

Where applicable, pharmaceutical or regulated products may only be returned where permitted by applicable law and the relevant supplier or regulatory requirements.

Customers should contact Pearly Locus Medical before attempting to return any pharmaceutical or temperature-sensitive product.

Missing Parts or Accessories

If your order arrives without components, accessories or parts that were included in the product description or purchase, please contact Pearly Locus Medical.

Depending on the circumstances, we may arrange:

  • delivery of the missing component;
  • replacement of the product;
  • repair;
  • exchange; or
  • another appropriate remedy.

Please retain all packaging and documentation until the matter has been resolved.

Marketplace Vendor Returns

Because the Pearly Locus Medical Marketplace may contain products supplied by independent vendors, the return process may differ depending on the seller and product.

Where a Marketplace Vendor is responsible for fulfilling the order, Pearly Locus Medical may facilitate communication between the customer and vendor.

The vendor may be responsible for:

  • product inspection;
  • warranty assessment;
  • technical assessment;
  • repair;
  • replacement;
  • product collection;
  • manufacturer liaison; or
  • another product-specific remedy.

Pearly Locus Medical may intervene where necessary to facilitate a fair marketplace resolution.

Manufacturer and Supplier Warranties

Some products sold through the Pearly Locus Medical Marketplace may include manufacturer, distributor or supplier warranties.

The applicable warranty period and terms should be displayed on the product page or supplied with the product where applicable.

A warranty may cover manufacturing defects but may exclude damage caused by:

  • misuse;
  • accidental damage;
  • unauthorised repairs;
  • modifications;
  • incorrect installation;
  • normal wear and tear;
  • unsuitable operating conditions;
  • negligence; or
  • use outside the manufacturer's specifications.

Where a manufacturer or supplier warranty applies, Pearly Locus Medical may refer the customer to the relevant manufacturer, distributor, authorised service centre or Marketplace Vendor.

This does not affect any consumer rights that cannot lawfully be excluded.

Extended Warranties

Certain products may be sold with optional or included extended warranties.

Where an extended warranty applies, the specific warranty provider's terms will govern the extended warranty period.

Customers should contact Pearly Locus Medical or the warranty provider as soon as a problem occurs.

Extended warranties may have separate procedures, exclusions, service fees or assessment requirements.

Bundles and Multi-Item Purchases

Where several products are sold together as a bundle, the return requirements may depend on the nature of the bundle.

Unless otherwise stated:

  • a complete bundle may need to be returned together;
  • all components should be returned;
  • accessories and promotional items may need to be included; and
  • discounts applied to bundled products may affect the refund calculation.

Where only one item from a bundle is defective or incorrectly supplied, Pearly Locus Medical or the relevant vendor will assess the appropriate remedy.

Customised, Made-to-Order and Special-Order Products

Products manufactured, configured, personalised or imported specifically for a customer may be subject to special return conditions.

This may include:

  • customised medical equipment;
  • equipment configured to customer specifications;
  • branded products;
  • special-order products;
  • products manufactured to a particular size or specification;
  • imported products ordered specifically for the customer; and
  • products requiring special production or procurement.

Change-of-mind returns may not be available for these products unless otherwise stated or required by applicable law.

Defective, incorrect or non-conforming products remain subject to applicable consumer rights.

Digital Products and Services

Digital products, electronic vouchers, downloadable content, online services, subscriptions or other electronically delivered products may be subject to special return conditions.

Where a digital product is defective or cannot be accessed as agreed, customers should contact Pearly Locus Medical as soon as possible.

Where applicable, we may investigate the issue and provide a replacement, restore access, credit or refund.

Products Containing Customer Data

Some products sold through the Pearly Locus Medical Marketplace may store personal, medical, business or other information.

Before returning a product, customers should:

  • back up their information;
  • remove personal information where possible;
  • sign out of accounts;
  • remove passwords or access controls where necessary for authorised testing; and
  • perform a factory reset where appropriate.

Pearly Locus Medical, the vendor, manufacturer or authorised service provider may need to reset the device during inspection or repair.

Customers are responsible for maintaining appropriate backups of their data.

Pearly Locus Medical will handle personal information in accordance with its Privacy Policy and applicable data-protection requirements.

Incorrect Items Returned by Customers

Customers must ensure that the product returned is the product associated with the return request.

If you accidentally return the wrong item, contact Pearly Locus Medical immediately.

Pearly Locus Medical and/or the applicable vendor may not be able to recover incorrectly returned products once they have entered a warehouse, supplier, disposal or processing system.

Customers may be responsible for reasonable costs associated with recovering or returning an incorrectly submitted product where permitted by law.

Return Packaging

Customers must package returned products appropriately to protect them during transportation.

Where applicable, returns should include:

  • original packaging;
  • accessories;
  • manuals;
  • cables;
  • chargers;
  • components;
  • warranty documentation;
  • serial-number information; and
  • other items supplied with the original order.

Customers should not place labels directly onto original product packaging where doing so may damage the packaging or affect the product's resale condition.

Return Shipping and Collection

Where a return is approved, Pearly Locus Medical or the applicable Marketplace Vendor will provide instructions regarding collection or delivery.

Depending on the reason for the return:

  • Pearly Locus Medical or the vendor may arrange collection;
  • the customer may be required to return the product using an approved courier;
  • the customer may be required to deliver the product to an approved location; or
  • a specialised collection may be required for large or medical equipment.

Where a product is incorrectly supplied, damaged on delivery or defective and the customer is entitled to a remedy, applicable return or collection costs will generally be managed in accordance with the circumstances and applicable law.

A customer may be responsible for return costs where the return is for a reason such as change of mind and the applicable terms permit such costs to be charged.

Large and Heavy Medical Equipment

Large or heavy healthcare products may require specialised collection.

This can include:

  • hospital beds;
  • examination couches;
  • treatment trolleys;
  • wheelchairs;
  • medical furniture;
  • large diagnostic equipment;
  • dental equipment; and
  • other bulky healthcare equipment.

Customers should not attempt to transport heavy medical equipment themselves unless specifically instructed to do so.

Pearly Locus Medical or the relevant vendor may arrange a suitable collection method.

Returns for Financed, Rental or Installment Purchases

Where a product has been purchased using a Pearly Locus Medical financing arrangement, rental arrangement, installment sale, purchase-order financing or another third-party financing arrangement, additional terms may apply.

Returning the physical product does not automatically terminate a financing or rental agreement.

Customers must comply with the applicable finance, rental or credit agreement.

Where a financed or rented product is defective, incorrectly supplied or otherwise subject to a valid return, Pearly Locus Medical will coordinate with the applicable financing provider, vendor or supplier where appropriate.

Any refund or financial adjustment will be subject to:

  • the applicable purchase agreement;
  • financing agreement;
  • rental agreement;
  • payment terms; and
  • applicable law.

Cancellations

Customers may request cancellation of an order before it has been dispatched or fulfilled.

Once an order has been dispatched, cancellation may be treated as a return.

Special-order, customised, imported, made-to-order or already-processed orders may have different cancellation conditions.

Customers should contact Pearly Locus Medical as soon as possible if they wish to cancel an order.

Refunds

Where a refund is approved, Pearly Locus Medical will generally refund the applicable amount using the original payment method where reasonably possible.

Refund processing times may vary depending on:

  • the payment method;
  • banking institution;
  • payment gateway;
  • Marketplace Vendor;
  • finance provider;
  • refund approval date; and
  • other processing requirements.

The time taken for funds to reflect in a customer's account is dependent on the relevant financial institution or payment provider.

Marketplace Credit

Where appropriate and agreed, Pearly Locus Medical may provide marketplace credit instead of an immediate cash refund.

Marketplace credit may be subject to:

  • the applicable order terms;
  • promotional conditions;
  • expiry periods, where permitted;
  • applicable finance terms; and
  • applicable law.

Where a customer is legally entitled to a refund, marketplace credit will not be used to unlawfully restrict that entitlement.

Promotions, Discounts and Promotional Products

If a returned product was purchased using:

  • a promotional discount;
  • voucher;
  • coupon;
  • loyalty reward;
  • promotional code;
  • bundle discount; or
  • other special offer,

the refund or credit may be calculated according to the terms of that promotion.

If a promotional discount required the purchase of multiple products, returning one product may affect the promotional price applied to the remaining products.

Products Purchased From Multiple Vendors

An order may contain products supplied by different Marketplace Vendors.

Where this occurs, products may:

  • arrive separately;
  • have different delivery times;
  • have different warranty terms;
  • have different return instructions; and
  • require separate return processes.

Customers should follow the return instructions supplied for each product.

Inspection and Assessment

Pearly Locus Medical, its Marketplace Vendors, suppliers or authorised service providers may need to inspect a returned product before confirming the final remedy.

An inspection may determine:

  • whether the product is defective;
  • whether the damage occurred before or after delivery;
  • whether the product was used correctly;
  • whether warranty conditions apply;
  • whether components are missing; and
  • whether repair, replacement or refund is appropriate.

Technical assessments may take additional time, particularly for specialised medical equipment.

Rejected Returns

A return may be rejected where, subject to applicable law:

  • the product does not meet the applicable return requirements;
  • the product has been used where use affects its return eligibility;
  • a hygiene-sensitive or sterile product has been opened;
  • the product has been damaged through misuse;
  • required components are missing;
  • the product has been modified without authorisation;
  • the return falls outside the applicable return period;
  • the product was personalised or manufactured specifically for the customer; or
  • the claimed defect cannot be verified and no other return right applies.

Where a return is rejected, Pearly Locus Medical or the relevant vendor will, where reasonably practicable, explain the reason.

Product Recalls and Safety Issues

If a product is subject to a manufacturer, supplier or regulatory recall, Pearly Locus Medical may contact affected customers and provide instructions regarding the applicable remedy.

Customers should stop using a recalled product where instructed and follow the applicable safety instructions.

How to Request a Return

Customers should initiate a return through the Pearly Locus Medical website, customer service channel or other return mechanism provided with their order.

Please provide:

  • order number;
  • customer name;
  • product name;
  • product/SKU number where available;
  • reason for return;
  • photographs where relevant;
  • description of the issue; and
  • any supporting documentation requested.

For medical equipment, the serial number may also be required.

Pearly Locus Medical may request additional information where necessary to process the return.

Return Process

The general return process is:

Step 1: Contact us

Submit your return request through the available Pearly Locus Medical return channel.

Step 2: Return assessment

We assess the reason for the return and determine the applicable return process.

Step 3: Return authorisation

Where appropriate, we provide collection, shipping or return instructions.

Step 4: Product inspection

The product may be inspected by Pearly Locus Medical, the Marketplace Vendor, supplier, manufacturer or authorised service provider.

Step 5: Resolution

Where the return is approved, the applicable remedy may be repair, replacement, exchange, credit or refund.

Step 6: Completion

We will communicate the outcome and, where applicable, process the refund or arrange delivery of the replacement product.

Marketplace Vendor Responsibilities

Pearly Locus Medical Marketplace Vendors are expected to:

  • provide accurate product descriptions;
  • supply products that correspond with their listings;
  • package products appropriately;
  • comply with applicable laws and regulations;
  • honour applicable warranties;
  • respond to legitimate customer return requests;
  • cooperate with Pearly Locus Medical's marketplace support process;
  • provide appropriate documentation where required; and
  • comply with applicable healthcare product requirements.

Pearly Locus Medical may suspend or remove vendors or product listings where there are serious or repeated failures to comply with marketplace requirements.

Customer Responsibilities

Customers are expected to:

  • provide accurate delivery information;
  • inspect products upon delivery;
  • follow product instructions;
  • use products only for their intended purpose;
  • maintain products appropriately;
  • retain relevant packaging and documentation where a return may be necessary;
  • notify Pearly Locus Medical of problems within the applicable period; and
  • cooperate with reasonable return, inspection and collection procedures.

No Unauthorised Medical Equipment Repairs

Customers must not attempt to repair, modify, dismantle or alter medical equipment that is subject to a return, warranty or service claim without authorisation.

Unauthorised repairs or modifications may affect warranty rights and the ability to determine the cause of a fault.

Customer Health and Safety

Healthcare products should be used only for their intended purpose and in accordance with the manufacturer's instructions and applicable professional guidance.

A product return or refund process does not replace appropriate medical advice.

If a healthcare product is associated with an immediate safety concern, customers should stop using it where appropriate and seek appropriate professional assistance.

Limitation of This Policy

This policy applies to purchases made through the Pearly Locus Medical Marketplace and is intended to provide a practical framework for managing returns, refunds, exchanges, cancellations and warranties.

Product-specific terms may apply.

Where there is a conflict between this policy and a mandatory consumer protection, product-safety or other legal requirement, the applicable law will prevail.

Nothing in this policy is intended to unlawfully exclude, restrict or waive any consumer right or remedy that cannot legally be excluded, restricted or waived.

Changes to This Policy

Pearly Locus Medical may update this Returns, Refunds, Exchanges and Cancellations Policy from time to time to reflect:

  • changes to our Marketplace;
  • new products or services;
  • changes to our vendor model;
  • changes to payment or financing arrangements;
  • operational improvements; or
  • changes in applicable legal or regulatory requirements.

The latest version will be published on the Pearly Locus Medical website.

Contact Pearly Locus Medical

For return, refund, exchange or marketplace support enquiries:

Pearly Locus Medical

Pearly Locus Pty Ltd trading as Pearly Locus Medical

Website: pearlylocusmedical.com

Email: [email protected]

Telephone: +27 12 054 5368

WhatsApp: +27 82 235 6179

When contacting us, please include your order number so that we can assist you as quickly as possible.

Pearly Locus Medical — Your Health Gateway to Africa

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