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