We hope that you will be delighted with your purchase from Oxyaider, but we understand that sometimes there may be a reason that you would like to return an item you have purchased to us. We aim to make this process as simple as possible.
- Order Acceptance: All orders accepted by Oxyaider are subject to the following General Terms and Conditions of Sale. Customers’ terms of purchase differing from these will be valid only if expressly confirmed by us in writing.
- Pricing: Prices are net and Inclusive of VAT. They do not include delivery charges.
- Delivery Timeframes: Delivery of imported goods is subject to stock availability. Estimated delivery times are as follows:
- Sea freight: 8-14 weeks
- Air Parcel Post: 4-6 weeks
- Consolidated Airfreight: 3-4 weeks (Priority Airfreight incurs additional charges.)
- Order Cancellation:
- Special orders (local or imported) cannot be cancelled.
- Other confirmed orders require our written consent for cancellation.
- On all product returns, you are responsible for arranging shipment of the product back to the appropriate Oxyaider premises.
7 Days Returns Policy For Peace Of Mind
The returns policy at Oxyaider is valid for 7 days from the receipt of an item (these includes collections). You therefore have 7 days including weekends from the day of purchases from Oxyaider to inform our Customer Care Team that you wish to return the goods.
Goods received at our premises after 7 days will not be accepted.
Items must be unused and in their original packaging, capable of resale.
Before returning any item please contact us by email at support@oxyaider.co.za or by phone on 11 421 6 7665. We will then give you details of how and where to return your item.
How Is The 7 Day Returns Period Calculated – Am I Outside Of This Period?
The calculation of the 7 days includes all days (working or otherwise) from Monday to Sunday.
Where goods are delivered in one delivery, the end of the cooling off period is 7 days after the day on which the goods came into your physical possession.
Where you have ordered multiple goods in one order but the goods are delivered on different days, the end of the cooling off period is 7 days after the day on which the last good where received and signed for from the courier.
Where you have ordered goods consisting of multiple parts delivered on different days, the end of the cooling off period is 7 days after the day on which the last of the pieces came into your physical possession and signed for.
Where you are receiving a regular delivery of goods during a defined period of more than one day, the cooling off period ends 7 days after the day on which the first of the goods came into your possession.
You must inform us of your wish to cancel within this period. If you declare that you would like to cancel your order outside of this cooling off period and then return goods to us outside the cooling off period, you will be not be able to return or exchange your goods.
Faulty or Damaged Products
Inside 7 Days
We always try to select the best products available, and we package our items to ensure they reach you safely. However, if an item that you receive is faulty or damaged, please let us know immediatley when receiving the item. We will be able to replace the item free of charge or provide you with a full refund.
Outside 7 Days
If an item develops a fault caused by a manufacturing or materials defect outside of 7 days but inside of 12 months, we will repair or exchange the product.
Please note, if an item develops a fault through misuse or user damage, and is not the result of a manufacturing fault or shortfall, we will be unable to exchange but all repair costs will be on the customers expense.
Duplicate Or Incorrect Item
Our dispatch and packing team always do their best to ensure your product reaches you as quickly as possible. In the unlikely event that you receive a duplicate or incorrect item as a result of our error, please let us know immediately and we can make arrangements for returning or collecting the item from you.
How Do I Actually Return My Item(s)?
If your reason for return falls into one of the above categories you will need to contact our Oxyaider Customer agent for details of how and where to return your item. You will receive from our Customer agent a returns authorisation number and details on where to return your item(s) to.
Please pack your item(s) then post the item to the address provided by our Oxyaider Customer agent with your authorisation number. The returns address differs from our business address in most cases so please ensure you contact us for the returns address prior to returning the item.
When sending an item back to us, it is sent back at your risk until we receive it. We therefore recommend that you send the item back to us using a tracked service with adequate insurance or cover for loss and/or damage to the product. Please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us.
All products to be returned must be returned within 7 days from date you recieved your order, 100% complete, in resalable condition, and must include original packing material, manuals, blank warranty cards and other accessories provided by the manufacturer.
Do You Test Faulty Items?
Yes, we test every single return. If a returned item is found not to be faulty by our Oxyaider Customer Response Team we will return the item to you and you will be liable for the postage. Postage costs will vary depending on the size and weight of the item.
If you are unsure if an item is faulty, please call us on 069 545 6655 as we may be able to help you to fix the problem.
Are Any Items Excluded From The Oxyaider Returns Policy?
Yes; certain items are non returnable and non refundable on grounds of hygiene, on grounds of being perishable, or due to their expiry date. We are therefore unable to offer an exchange or refund on these products. Examples of products that are non refundable or non exchangeable include any medical supplies that are supplied sealed and are unsealed, medical gloves that have been opened or surgical gloves that have been opened, sterile syringes, sterile tubing and sterile or sealed surgical instruments, CPAP masks, chin straps, tubing and pillows. This list is not exhaustive.