5.2 Shipping Policy
5.2.1 SA counter to counter: Please ensure the correct shipping address is provided from the outset as title
and risk will pass to you once the order has left our premises.
5.2.2 Undeliverable packages: Occasionally packages are returned to us undeliverable. Should this event take
place every attempt will be made to contact you to make arrangements for re- shipment.
5.2.3 Should you be placing the order from outside the borders of the Republic of South Africa, you will
remain liable for any customs clearance procedures and possible fees and taxes in the country of
5.2.4 We cannot be held liable for any delay in shipment due to unforeseen circumstances or circumstances out
of our control, including, but not limited to, delay by customs.
5.3 Order processing: Order processing will not begin until we receive a confirmed order and full payment.
5.4 We will use reasonable endeavours to perform the Services in all material respects. We reserve the right
to make changes to the Services if required for technical or legal reasons, provided that such changes do
not materially affect the Services.
5.5 If changes are required which materially affect the Services, we will notify you promptly and you will
have the ability to cancel the Service. If you so elect to cancel, we will provide you with a pro rata
refund calculated on the basis of the outstanding term of the Service/s currently active.
5.6 You will cooperate with us in all matters relating to the Services, provide us with such information and
materials as we may require to perform the Services.
5.7 Product availability: Lead time is dependent on stock availability. Should we have stock available,
orders will be dispatched within 10 working days provided payment is validated and received. Should the
product not be in stock please allow 10 additional working days plus freight transit time. This will allow
for manufacturing and delivery to our warehouse. Every effort is made to effect shipment of your order
timeously however unforeseen circumstances may cause delays. Should we be faced with such an occurrence we
will contact you via email and provide a revised shipping schedule.
firstname.lastname@example.org or through the contact details as listed on
www.hearxgroup.com which may change from time to time. HEARX GROUP (PTY) LTD & MHEALTH STUDIO PTY (LTD)
REFUND POLICY This Refund Policy regulates the extent to which you may cancel your purchases made on the
Website and be refunded therefore, either before or after having received the product, as well as what your
remedies are if the product you received is defective. It also explains the process you need to follow in
order to properly cancel a purchase, report a defect, arrange for a return etc. You are not entitled to any
refund, repair or replacement save to the extent that it is expressly provided for under this Refund Policy
in its sole discretion and without being obliged thereto, chooses to give you a refund, repair or
Your rights to cancel, return &/or be refunded
1.1 Early Cancellations
You are entitled to cancel (either in whole or in part) any purchase with a 10% of the purchase price penalty
fee if you cancel prior to the packaging of the products so purchased, and you effect such cancellation by
contacting our sales team at email@example.com. If timeously cancelled as aforesaid, you will be refunded
in respect of such cancelled purchase (including delivery charges), without any administrative or other
charges being payable EXCEPT the 10% penalty fee mentioned above, provided that, should a sale only be
partially cancelled and delivery charges as re-calculated on the value of the revised order exceed the
delivery charges as calculated on the original order, you shall be liable for the amount of such excess
1.2 Late Delivery & Stock Shortages
If a product you have purchased is not collected or delivered within the agreed delivery period (or where no
specific period was agreed, within 30 days after having purchased the Product) you are entitled to cancel
such purchase on 7 days notice to the seller of such product.
Email firstname.lastname@example.org with your cancellation request.
Should a product that you’ve ordered be out of stock, the seller thereof will notify you thereof, whereupon:
In the event of a temporary out-of-stock situation, you shall be entitled either to cancel the order and be
fully refunded, or to maintain the sale subject to a later delivery date as may be agreed.
In the event of a permanent out-of-stock situation, you shall be entitled to be fully refunded.
In being ‘fully refunded’ as aforesaid, you will be refunded the relevant purchase price and delivery
charges, without having to pay any administrative or other charges.
1.3 Incorrect Product Delivered
If the incorrect Product is delivered to you (i.e. it is not the Product you purchased), please do not remove
the Product from its original packaging, open or use the Product in any way. Please promptly contact us at:
email@example.com, so that we can resolve the mistake by
arranging to collect such Product from you and deliver the correct Product to you, as quickly as possible.
1.4 Non-defective products
Save for certain EXCEPTIONS (as listed below), you are entitled, after your receipt of a product purchased by
you, to cancel that purchase within the relevant COOL OFF PERIOD of 7 days, and to obtain a full purchase
price refund, subject to being charged by us for the return of the product. Note that although you are
entitled to ‘cool off’ and cancel your purchase as aforesaid, the product must be returned in the condition
you received it and by following the procedure set out in the ’Return & Refund Process’ section below. So,
if you wish to return any non-defective product delivered to you for a refund as aforesaid, please do not
remove the product from its original packaging and/or use or wear the Product. Remember that we may hold you
liable for any damage you cause to the product (including its packaging) while in your possession.
POSSIBLE LENIENCY BY us: Although your right to return non-defective products bought from us is as set out
above, if you want to return a non-defective product you purchased from us after the aforesaid 7 day cooling
off period and/or the non-defective product returned is not in the same condition as when it was delivered
to you, we may, in our sole discretion, decide to give you a partial refund on that purchase.
1.5 Defective Products
GENERAL RULE: If, within 6 months after delivery of a product:
If you find that the product is defective/faulty, or unsuitable for the purpose for which it was indicated in
the product description (or otherwise generally intended), or not legal, or not reasonably durable (based on
circumstances and product type) (hereinafter referred to as being “Defective”); and
you return such product to us in the manner set out in the “Return & Refund Process” section below (being the
ONLY manner in which returns will be accepted by the relevant seller) And the product is subsequently found:
To indeed be Defective, you are entitled to either (a) have the product repaired or replaced by us, or (b) be
fully refunded. Not to be Defective, you will not be entitled to any refund, or free replacement or repair, and
you may be liable for the costs incurred in having such product collected from and returned back to you.
WHEN IS THE PRODUCT ‘DEFECTIVE’? Please note that the following issues/problems will NOT render the product
damaged, defective or unsuitable as aforesaid and will not entitle you to any repair, replacement or refund:
Faults resulting from normal wear and tear.
Where you, or someone unauthorized to do so by us, has altered, repaired or damaged the product (via misuse or
abuse). IMPORTANT: you should refuse to accept delivery of any product which is visibly damaged, and if you only
discover the damage after the courier has left (e.g. a cracked screen), then you must report it to us, as soon
as possible and within 48 hours. If only reported after 48 hours, it is reasonable for us to determine that the
damage was caused post-delivery.
Photographic equipment which shows evidence of (a) impact, sand, liquid or moisture damage; (b) dropping,
mishandling or tampering; (c) battery or chemical corrosion; (d) damage caused by connected equipment; or (d)
use contrary to the applicable instruction manual
Used products not being in an ‘as new’ condition.
Defective software resulting in undocumented and unresolvable behaviour. EXCEPTIONS TO THE GENERAL RULE:
Special Offers: If the product was ordered pursuant to a “Special Offer” and such product is no longer being
offered at the special price, should you elect to have the product repaired or replaced (as opposed to being
refunded), you acknowledge and accept that the seller may only be able to repair, not replace same. Manufacturer
Warranties/Guarantees: Certain products may carry additional manufacturer’s warranties/guarantees which are
wider in scope, and/or longer in duration, than the 6 month warranty generally provided (as discussed above).
Consequently, if a defect is discovered AFTER 6 months from delivery, you could still rely on the following:
Electronic hardware manufacturer guarantees are a 1 year repair guarantee in which case your remedy under
such Guarantee would be restricted to the costs of repair or replacement of faulty goods or granting of a
credit at the sole discretion of the manufacturer after investigation and/or testing of goods.
Electronic Hardware Manufacturer Guarantees are immediately null and void should any equipment be tampered
with, or the seals on equipment be broken by anyone other than the manufacturer’s representative, or the
goods be operated outside the manufacturer’s specifications. Manufacturers also won’t be liable for any
damage arising from any misuse or abuse of the goods. POSSIBLE LENIENCY BY us: Although your rights in
relation to Defective products are as set out above, if you return an allegedly Defective product you
purchased from us and, following inspection thereof it cannot be established with certainty that the product
is Defective, we may, in its sole discretion, nevertheless decide to give you a partial refund on that
purchase or to effect a repair or give you a replacement at a reduced cost.
2. Return & Refund Policy and Process
2.1 Purchases from us
RETURNS: If you want to return a product you have purchased from us for any reason permitted under this
Refund Policy, you must in all instances first notify us the reason for your return by contacting us via
email at: firstname.lastname@example.org. Once you have successfully logged your return as aforesaid, we will issue you
with a returns authorization number (“RA Number”) and arrange for the collection of the product from you.
You must ensure that the Product to be collected by the courier is packed so as to comply with the
following: The Product is properly protected;
Save where being returned due to being Defective, the Product is still in its original packaging, together
with all accessories, instructions and documentation (if any), and in perfect condition for the purposes of
resale (i.e. the product must not be damaged, scratched, soiled, and in the case of electronic hardware, the
adhesive screen covers must not have been removed); and Aforesaid RA Number is accurately reflected in/on
We are not able to accept the return of any products, which have not gone through the above process and/or
are not accompanied by a valid RA Number. Products returned without a valid RA Number will not have been
validly returned and may be sent back to you at your expense. Please treat products and packaging with
reasonable care while in your possession. Nothing herein detracts from any right we may have to hold you
liable for any damage you cause to a product (including its packaging) while in your possession.
REFUNDS: Should you be entitled to a refund for any reason a handling and repackaging fee of up to 20% may
be charge at the discretion of us and handled on a case by case basis, also such refund shall be effected in
the same manner in which your payment was made (i.e. by processing the refund against your credit card).
Note that for EFT and bank deposit payments, you have the right to request that the relevant amount instead
be paid back into your bank account (and note that we will only pay back into your bank account and not a
third party’s bank account).