Refund & Return Policy

🔄 Theronix Return & Refund Policy

Last updated: 1 November 2025

At Theronix, customer satisfaction is important to us. This Return & Refund Policy explains our rules regarding returns, refunds, damaged goods, and order issues. The policy is clear, transparent, and compliant with standard ecommerce and Merchant Centre requirements.

1. Eligibility for Returns

We only accept returns within 14 days of delivery, and only under these circumstances:

• The product arrived damaged, incorrect, or defective

• The product is unused, unopened, and in its original sealed packaging

• Proof of purchase is provided

⚠️ Due to the nature of medical and consumable products, we cannot accept returns for opened items under any circumstances.

2. Non-Returnable Situations

Because of safety, product integrity, and regulatory requirements, the following situations are not eligible for returns or refunds:

❌ Change of mind after the product has been shipped
❌ Customer ordered the wrong product after the order was dispatched
❌ Opened or used products
❌ Products not in original packaging
❌ Items damaged due to customer handling
❌ Clearance items marked as non-returnable

This ensures product quality, prevents contamination, and maintains strict supply-chain safety.

3. Wrong, Damaged, or Defective Items

If your package arrives:

• Damaged

• Incorrect

• Missing items

Please notify us within 48 hours of delivery.

To resolve the issue quickly, include:

1. Order number

2. Photos of packaging

3. Photos of product(s) received

4. Description of the issue

If validated, we will provide one of the following:

• A replacement

• Store credit

• A full refund (including shipping where applicable)

4. Refunds

Refunds apply only in the following cases:

• Wrong item shipped

• Damaged or defective product

• Product lost during transit (confirmed with the courier)

If a return is required for inspection, once we receive and assess the item, we will inform you of the approval status.

Refunds (if approved):

Processed within 5–7 business days to the original payment method.

Refunds may be rejected if:

• The product shows signs of use

• Packaging/safety seals are broken

• The issue is due to incorrect customer ordering after shipment

• The issue is due to change of mind after shipment

5. Return Shipping Costs

• If Theronix is at fault (wrong, damaged, defective), we cover return shipping.

• If the customer returns an item outside the eligible criteria, the return will not be accepted or refunded.

6. Exchanges

Exchanges are only possible for:

• Incorrect items shipped

• Damaged or defective products

Exchanges cannot be made for:

• Customer ordering errors

• Change of mind

If an exchange is unavailable due to stock, store credit or a refund may be offered.

7. Order Cancellations

Orders can be cancelled only before shipping.

Once an order has been shipped:

❌ It cannot be cancelled
❌ It cannot be refunded for change of mind
❌ It cannot be refunded for incorrect customer ordering

8. How to Request Support

To report an issue or begin a return (eligible cases only):

📧 refunds@theronix.co.za
📍 Or use our website contact form.

We will provide return instructions, a reference number, and support throughout the process.

9. Customer Support

Our team is here to help with any questions or concerns related to your order.