Returns, Refunds & Exchanges
Last updated: 2 September 2026
At Doc-Box, we want you to be happy with your purchase. This policy explains how returns, exchanges and refunds are handled. This policy should be read together with our Terms and Conditions and does not limit any rights available to consumers under applicable South African law.
1. Change-of-Mind Returns
We accept eligible change-of-mind returns within 5 days of delivery, provided that:
- The product is unused;
- The product is in its original condition;
- The original packaging is intact;
- All tags, labels and accessories are included; and
- Proof of purchase is provided.
To request a return, please contact admin@doc-box.co.za and provide your order number and reason for the return. Acceptance of change-of-mind returns remains subject to applicable consumer law, including any rights that may apply to qualifying electronic transactions.
2. Return Shipping Costs
For approved change-of-mind returns, the customer will be responsible for the cost of returning the product unless otherwise agreed. Where a product is defective, damaged, incorrectly supplied or otherwise qualifies for a remedy under applicable consumer law, return costs will be handled in accordance with those legal requirements.
3. Non-Returnable Products
Because we supply healthcare and hygiene-sensitive products, and subject to applicable consumer law, certain products may not qualify for change-of-mind returns, including:
- Medicines and healthcare products, once opened or where the seal is broken, for health and safety reasons;
- Hygiene-sensitive products once opened or used;
- Personalised or custom-made products, including custom-built boxes;
- Perishable products;
- Gift cards or vouchers, where applicable; and
- Other products that cannot reasonably be resold for health, hygiene or other legitimate reasons.
This does not remove any rights a customer may have where a product is defective, unsafe or does not comply with applicable consumer protection legislation.
4. Incorrect or Damaged Orders
If you receive an incorrect or damaged product, please contact us at admin@doc-box.co.za within 48 hours of receiving your order. Please include:
- Your order number;
- A description of the issue; and
- Clear photographs of the product and packaging.
We will review the matter and advise you regarding the appropriate replacement, repair, exchange or refund.
5. Defective Products
If a product is defective, please contact us as soon as reasonably possible. Defective products will be dealt with in accordance with the Consumer Protection Act and other applicable South African legislation. Depending on the circumstances and applicable legal requirements, you may be entitled to a repair, replacement or refund.
6. Exchanges
Eligible products may be exchanged within 5 days, subject to availability and the conditions of this policy. If the replacement product costs more than the original item, the customer will be required to pay the difference. If the replacement product costs less, the difference will be refunded or issued as store credit. Shipping charges may apply to exchanges that are not related to defective or incorrectly supplied products.
7. Refunds
Once an approved returned product has been received and inspected, we will notify you regarding the outcome. Approved refunds will generally be processed within 5–10 business days. Refunds will usually be processed to the original payment method unless otherwise agreed or required. Please note that banks and payment providers may require additional processing time before the refunded amount reflects in your account.
8. Sale Items
Sale items may be returned or exchanged subject to the same requirements as other products, and subject to applicable South African consumer law.
9. Online Purchases and Cooling-Off Rights
Certain online transactions may qualify for cooling-off or cancellation rights under the Electronic Communications and Transactions Act (ECTA). Where these statutory rights apply, Doc-Box will process the cancellation or return in accordance with the applicable legislation. Certain categories of goods and transactions may be excluded from these cooling-off provisions.
10. How to Request a Return
To request a return, please contact:
- Email: admin@doc-box.co.za
- Telephone / WhatsApp: 082 305 0339
Please include your order number, full name, product details and reason for the return. Do not return a product before receiving return instructions from our team.
11. Contact Us
If you have any questions regarding returns, refunds or exchanges, please contact us at admin@doc-box.co.za.