Returns & Refunds Policy

Last Updated: 17 April 2026

This Returns & Refunds Policy applies to purchases made from MedAlert, a brand of Cillix-Co Pty Ltd, in South Africa.

About Us

Holding Company: Cillix-Co Pty Ltd
Brand: MedAlert
Email: info@smartmedalertid.co.za
Phone: +27 (0)64 523 9403

Quick Returns Summary

• 7-day cooling-off period for online orders
• 6-month warranty for defective goods (CPA)
• Customer pays return shipping for change-of-mind returns
• We pay return shipping for defective, damaged or incorrect items
• Refunds issued to original payment method
• Refunds processed within 7–10 business days after approval

Overview

We want you to feel confident shopping with MedAlert. If you are not satisfied with your purchase, we offer a simple and fair returns and refund process in line with the South African Consumer Protection Act (CPA).

To start a return, email info@smartmedalertid.co.za with your order number and reason for the return.

Returns must be approved before items are sent back.

7-Day Cooling-Off Period (Online Orders)

In terms of the Electronic Communications and Transactions Act, customers may return an online purchase within 7 days of delivery if they change their mind.

To qualify:

  • The item must be unused and in original condition
  • The item must be returned in original packaging
  • Proof of purchase is required

Return shipping for cooling-off returns

Customers are responsible for the cost of return shipping when returning an item due to change of mind.

Defective, Damaged or Incorrect Products (CPA – 6 Month Protection)

All products carry a 6-month warranty under the Consumer Protection Act.

If a product is:

  • Defective
  • Damaged on arrival
  • Incorrect item received

You may request a:

  • Repair
  • Replacement
  • Refund

Return shipping for faulty or incorrect items

We will cover the return shipping cost if the product is defective, damaged or incorrect.

Condition of Returned Items

Returned items must:

  • Include all accessories and packaging
  • Not show signs of misuse, damage or alteration
  • Be safely packaged for transport

We reserve the right to refuse a return if the product has been damaged due to misuse or negligence.

Refund Process

Once your return is received and inspected:

  1. We will notify you of approval or rejection.
  2. If approved, the refund will be processed to your original payment method.
  3. Refunds are processed within 7–10 business days after approval.

Please note: bank processing times may vary.

Exchanges & Replacements

We are happy to replace items if they are defective or damaged.
If you need an exchange for the same item, contact us at info@smartmedalertid.co.za.

Non-Returnable Items

The following items may not be returned:

  • Used or worn items
  • Items damaged by misuse
  • Items returned without approval

Return Address

Approved returns must be sent to our returns address, which will be provided once the return request has been approved.

Need Help?

Email: info@smartmedalertid.co.za
We aim to respond within 1 business day.

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