Refund policy

Returns & Refunds Policy

This Returns & Refunds Policy applies to purchases made from AidPoint.

Please read through our Returns & Refunds Policy before logging a return. At AidPoint, our goal is to ensure that you receive the correct and suitable product every time. If you are not fully satisfied with your purchase, we will gladly assist you in accordance with the policy below.

Returns

Our return policy is valid for 7 (seven) days from the date of delivery or collection. If more than 7 days have passed since your purchase, unfortunately we may not be able to offer you a refund or exchange.

To qualify for a return:

  • The item must be unused, unopened, and in its original condition
  • The item must be returned in its original packaging
  • Proof of purchase or invoice must be provided
  • Returned items must not contain missing parts, damage, markings, dirt, or signs of use
  • All consumable medical, first aid, hygiene, and safety products must remain sealed for hygiene and safety reasons

Please note:

  • A 15% handling fee may apply to cancelled orders, incorrectly ordered items, or non-defective returns
  • Return shipping costs are the responsibility of the customer unless the item is defective or incorrectly supplied
  • Original shipping fees are non-refundable unless the return is due to our error

Non-Returnable Items

Refunds or exchanges will not be accepted for:

  • Opened or used products
  • Custom-made or special-order items
  • Clearance or sale items
  • Oxygen cylinders or hazardous goods
  • Products returned after 7 days
  • Products returned without prior notification
  • Hygiene-sensitive products that have been opened

Damaged, Faulty or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

We may request:

  • Photos of the item and packaging
  • Order number or invoice
  • Description of the issue

Once approved, we will arrange a replacement, repair, store credit, or refund where applicable. AidPoint reserves the right to inspect returned items before approving any refund or exchange.

Exchanges

We only replace items if they are defective, damaged, or incorrectly supplied. If you need an exchange, please contact our support team before sending the item back.

Cancelled Orders

Orders cancelled after payment has been processed may be subject to a 15% cancellation and administration fee.

Refund Processing

Approved refunds will be processed back to the original payment method used during checkout.

Please allow:

  • 3–10 business days for processing, depending on your bank or payment provider

Return Shipping

Customers are responsible for ensuring that returned products are packaged securely to avoid damage during transit. AidPoint will not be liable for products damaged during return shipping.

Return instructions and the return address will be provided once your return request has been approved.

Important Notes

AidPoint reserves the right to:

  • Refuse returns that do not comply with this policy
  • Charge additional courier fees for incorrect return deliveries
  • Correct pricing errors, product descriptions, or stock availability without prior notice

Contact Us

If you have any questions regarding returns or refunds, please contact us: