Refund policy
At Azela Health, we are committed to supplying products of the highest quality and ensuring that customers receive their orders in good condition.
Because Glutamed products are medical nutrition products intended for use in healthcare settings and are handled in accordance with applicable quality and safety requirements, strict limitations apply to returns, exchanges and refunds.
This Returns and Refund Policy should be read together with our Terms of Service and Privacy Policy.
NO RETURNS OR EXCHANGES
In the interests of patient safety, product integrity and quality assurance, no returns, exchanges or refunds will apply to our medical nutrition products once they have been supplied.
In line with accepted pharmaceutical and healthcare industry practices relating to over-the-counter and scheduled medicines, products that have left our control cannot be accepted back into stock, as their storage conditions and chain of custody can no longer be guaranteed.
Accordingly, customers are requested to carefully review their orders prior to completing their purchase.
Please do not return products to us.
DAMAGED OR DEFECTIVE PRODUCTS
Refunds will only be considered where products are received in a damaged or defective condition resulting from loss or damage during transit by our courier service.
Refund requests will not be considered in relation to:
- Change of mind;
- Incorrect orders placed by the customer;
- Products that have been opened or used;
- Products that have been stored contrary to the instructions provided;
- Products returned to us without prior authorisation.
REQUESTING A REFUND
Requests for refunds must be submitted within fourteen (14) days from the date of purchase.
All refund requests must be accompanied by:
- A copy of the original invoice or proof of purchase; and
- Details describing the nature of the damage or defect.
We reserve the right to request additional information, including:
- Photographs of the product and packaging;
- Photographs of the shipping carton and labels;
- Written submissions describing the damage or defect;
- Any other information reasonably required to assess the claim.
Please do not return the product to us unless specifically requested to do so.
REVIEW OF CLAIMS
Requests for refunds relating to damaged or defective products should be sent by email to:
Claims will be reviewed by our Customer Services team and a response will be communicated within three (3) business days of receipt of all relevant information.
Submission of a claim does not automatically entitle a customer to a refund. Each claim will be assessed individually based on the information provided and the circumstances surrounding the damage or defect.
APPROVED REFUNDS
Where a refund claim is approved, Azela Health may, at its discretion:
- Refund the purchase price paid for the affected product; or
- Replace the affected product where appropriate.
Approved refunds will be processed using the original payment method wherever reasonably possible.
Processing times for refunds may vary depending on the payment provider and financial institution involved.
CONSUMER RIGHTS
Nothing in this Returns and Refund Policy is intended to exclude, restrict or limit any rights afforded to consumers under the Consumer Protection Act, 2008, or any other applicable laws of the Republic of South Africa.
CONTACT INFORMATION
Questions relating to this Returns and Refund Policy may be directed to:
Azela Health
Email: orders@azelahealth.co.za
Website: www.glutamed.co.za
Last updated: June 2026