We understand that sometimes you may wish to return a product you have purchased from Care Plus Health (Pty) Limited. To assist you, we have set out the Care Plus Health Refund and Returns Policy highlighting key points that you should know.
- Specific Product Eligibility for Refund or Return
Incontinence Pads
All Incontinence pads are not available for refund or exchange, regardless of a claim that they are un-used. In order to minimize your risk, we sell the pads in single units so that you are able to trial the product before committing to larger volumes.
It is important to note that these products are suitable for Bladder leaks up to the number of ml surface area absorbency as stated on each product.
Incontinence Underwear
With our FIRST PAIR GUARANTEE, we will exchange or refund your first opened pair (as well as any unopened pairs) within 7 days of delivery!
Through our online shop we do everything we can to ensure that your selection of size and absorption level are correct, and our incontinence consultants are available on our contact page to discuss your selection with you if you have any questions.
It is important to note that these products are suitable for Bladder leaks up to the number of ml surface area absorbency as stated on each product.
- General Returns Terms and Conditions
Where a failure does not amount to a major failure, Care Plus Health is entitled to choose between providing you with a replacement or other suitable remedy.
Care Plus Health may not provide you with a refund or exchange where:
- the products are damaged through misuse, accident or abnormal use;
- product parts are missing through no fault of Care Plus Health;
- the products have been used;
- the products contain minor imperfections or superficial blemishes or contain minor variations in dimension, colour, size or finish;
- there is damage to external or product packaging only; or
- the South African Consumer Law does not apply.
Care Plus Health do not provide a guarantee that an incontinence garment liners / pads, incontinence underwear, or adult diapers and waterproof will be suitable for every person due to anatomical differences and variances in incontinence flow from person to person.
- Damaged or faulty products
We take care to pack your products carefully so that they won’t get damaged in transit. This does not rule out the possibility of damage or loss as a result of transporting the products. Although every effort is taken by our delivery service providers to handle the products with care, Care Plus Health is not liable for lost, stolen or damaged products during delivery.
If the products do not arrive, Care Plus Health, may, at its absolute discretion, provide you with replacement products or a refund of the full purchase price, provided you can supply Care Plus Health with proof that the products were not delivered by our delivery service provider.
If products are faulty, are defective or have been damaged during delivery, please send a photo or video that clearly illustrates the problem to help@careplusinternational.com within 24 hours of receiving your delivery. You may be required to return the item to Care Plus Health.
- Returns
When returning damaged, faulty or defective products to Care Plus Health, you must:
- provide us with your proof or purchase;
- return them in the condition received by you with all original packaging; and
- comply with any other direction given by Care Plus Health in relation to returning the damaged, faulty or defective products.
It is your responsibility to ensure that returned products are returned safely and within a reasonable period of time. Any costs incurred by you in returning the products will be borne by you. We accept no responsibility for products lost in transit and recommend using a tracked shipped method.
- Refunds
Once your returned products are received and inspected, Care Plus Health will send you an email to notify you that we have received your returned products. We will also notify you of the approval or rejection of your refund.
Where there is no fault found or where we determine the products were damaged through misuse, accident or abnormal use, the products will be destroyed for hygiene and health and safety reasons and you will not be entitled to a refund.
Where there is a major fault found, you will be offered replacement products or a refund. Where a failure does not amount to a major failure, Care Plus Health will be entitled to choose between providing you with replacement products or a refund.
When a refund is granted, we will refund the original purchase price via the previous method of payment indicated on the receipt. A refund will be processed within 7 business days of Care Plus Health approving your refund. If the item was returned to Care Plus Health, you will also be entitled to a refund of the shipping costs for returning the item.
Where the product was returned because of a failure to comply with a consumer guarantee, Care Plus Health will also pay the reasonable cost you incurred to return the damaged, faulty or defective products to us.
- Privacy
Care Plus Health is committed to protecting your privacy. You may be asked to provide present photo identification when returning products so that we can record your name, address and other identification details. Personal Information collected will be stored and used in accordance with Care Plus Health’s Privacy Policy (available at https://careplusinternational.com/pages/privacy-disclaimer).
CONTACT INFORMATION
Questions about the Refunds Policy should be emailed to help@careplusinternational.com