Refund, Cancellation & Delivery Policy

Section 01

About This Policy

This policy applies to every order placed on www.biothermalsa.co.za with BioThermal SA (Pty) Ltd (Reg. No. 2020/064077/07, VAT No. 4250292804), referred to as "we" or "us".

By placing an order you agree to it. It must be read with our Terms and Conditions and Privacy Policy.

Effective date: 31 October 2026.

We sell packaging, cool packs and boxes used in the transport, storage and handling of infectious substances, biological substances and pharmaceutical products.

We do not sell medicines or the biological substances themselves.

Because these goods carry safety and quality-control requirements, some of our terms differ from ordinary retail.

Who We Sell To

We sell to businesses, laboratories, healthcare facilities, licensed practitioners and other institutions.

Before we accept or dispatch an order we may ask for proof such as a company registration, practice number or letter of authority.

If we cannot verify a customer, or the law does not allow us to sell a product to them, we may cancel the order and refund you in full.

Section 02

Order Cancellation

You can cancel for a full refund until your order is picked and packed, or within 24 hours of ordering, whichever comes first.

Email info@biothermalsa.co.za with your order number.

You Cannot Cancel When:

1. The order has been picked, packed or dispatched (the returns rules in section 3 then apply).
2. The item is custom-made, branded, personalised, specially imported or specially prepared for you, and production or procurement has started.
3. A courier collection has already been booked for the order.

If We Cancel

We may cancel an order if stock is unavailable, a price or description was wrong, we cannot verify the customer, or no courier can lawfully carry the goods.

We will tell you promptly and refund the full amount within 7 business days.

Section 03

Returns and Refunds

We accept returns only for unused, unopened products, and only after we approve them.

This protects the safety and integrity of everything we ship.

How to Return

Email info@biothermalsa.co.za within 7 days of delivery with your order number and reason.

If approved, we issue a return authorisation number.

Send the goods back within 14 days of approval.

Returns without an authorisation number may be refused.

Eligible for Return

1. Unused and unopened, in original sealed packaging.
2. Tamper seals, labels and batch numbers intact.
3. Undamaged, with proof of purchase.
4. Stored as the label requires.

Not Eligible for Return

1. Anything opened or used, or that has touched or may have touched infectious, biological or pharmaceutical material. You must dispose of it under the applicable regulations.
2. Sealed packs whose seal has been broken.
3. Cool packs that have been frozen, activated or used, because we cannot verify their condition.
4. Custom, branded or specially ordered items.
5. Goods damaged by storage, handling or use after delivery.
6. Goods that cannot lawfully be transported back to us.

Return Shipping

You pay for return shipping and must pack and send the goods safely and in line with the law.

We pay when the return is due to our error or a defect.

Inspection and Refund

We inspect returns within 5 business days of receipt and confirm approval or rejection, with reasons.

Approved refunds go to the original payment method within 7 to 10 business days.

Your bank may take longer to show it.

A 10% restocking fee applies to approved change-of-mind returns by business customers.

Your Legal Rights

Where the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002 applies to your purchase, nothing in this policy limits your rights under those Acts, including your rights for defective or unsafe goods.

Cooling-Off for Consumers

Despite sections 2 and 3, if you buy as a consumer online, you may cancel within 7 days of receiving the goods, without giving a reason or paying a penalty.

You pay only the direct cost of returning them, and we refund within 30 days of cancellation.

This right does not apply to goods made to your specification or clearly personalised, or to other goods the law excludes.

Section 04

Damaged, Defective or Incorrect Goods

If your order arrives damaged, defective or wrong, we replace it or refund you at your choice, at our cost, including collection where needed.

On Delivery

Check the parcel before signing. Note visible damage on the courier's waybill and take photographs.

Reporting

Email info@biothermalsa.co.za within 48 hours of delivery for transit damage or a wrong item.

Defects that appear later are covered by your statutory rights.

Include your order number, batch number, and photos of the outer carton, inner packaging and labels.

Cool Pack Faults

If a cool pack arrives leaking, burst or damaged, do not use it.

Tell us immediately, with photos. We will replace or refund.

We are not liable for damage caused by storage or use outside the instructions on the product.

Leaks or Suspected Contamination

Do not open the package further. Follow your own biosafety procedures and contact us.

Do not return the goods until we instruct you how.

Recalls

If we or the manufacturer recall a product, we will notify you and offer a replacement or refund.

Section 05

Delivery

We deliver by approved courier. Delivery times are estimates, not guarantees.

If we do not deliver within the agreed time or, where none was agreed, a reasonable time, you may cancel the order and receive a full refund.

Processing

We process orders on business days (Monday to Friday, excluding public holidays).

Orders paid before 14:00 SAST usually dispatch the same or next business day.

Customer verification can add time.

Delivery Areas and Times

We deliver within South Africa.

Typical times after dispatch are 1 to 2 business days to major centres and 2 to 5 business days elsewhere.

Delivery outside South Africa depends on import and export permits and is quoted on request.

Delivery Fees

Fees are calculated at checkout.

Any surcharge for bulky or heavy orders is shown before you pay.

Packaging and Handling

We ship boxes and cool packs in protective outer packaging to limit damage in transit.

Some orders need a signature from an authorised person.

We may decline to ship to an address that cannot safely receive the goods.

Receiving Your Order

Someone must be available to sign at the delivery address.

Couriers normally attempt delivery twice before returning the parcel to us.

If delivery fails because the address was wrong or no one was available, you pay for redelivery.

Tracking

We email a tracking number when your order dispatches.

You can also access our parcel tracking portal using the link below.

Risk and Ownership

Risk passes to you when the delivery is signed for.

Ownership passes to you when we receive full payment.

Late or Lost Orders

If your order has not arrived 7 business days after dispatch, contact us.

We will trace it and, if it is lost, reship or refund it.

Section 06

Contact and Governing Law

Contact Information

Email: info@biothermalsa.co.za

Phone: +27 (0)87 138 1077

Company: BioThermal SA (Pty) Ltd

Address:
5 Main Reef Road
Dunswart Park
Unit 21 Main Reef Park
Boksburg, Gauteng
South Africa

Office Hours: Monday to Friday, 08:00 to 16:00.

Governing Law

This policy is governed by the laws of the Republic of South Africa, and the South African courts have jurisdiction.

If you are a consumer and we cannot resolve a complaint, you may approach the National Consumer Commission or the Consumer Goods and Services Ombud.

We may update it, and the version shown on the website when you order applies to your order.