Refunds, Returns & Cancellations Policy

MNE Waste Management (PTY) LTD

Some MNE products are used in clinical or regulated-waste settings. Returns and cancellations are therefore assessed with hygiene, contamination-control, product-integrity, order-preparation, and service-status considerations. This policy applies subject to rights and remedies that cannot lawfully be excluded.

1. Contact MNE before returning an item

Do not send an item back without contacting MNE first. Provide the order number, the reason for the request, and photographs where relevant. MNE will review the product and circumstances and provide return instructions where a return is accepted. Do not send products, waste, or returns to the Head Office or any warehouse unless MNE provides written instructions for the specific matter.

2. Products that may not be suitable for return

MNE will generally not accept a return where product integrity, hygiene, sterility, or safe handling can no longer be confirmed. This can include:

• opened, used, damaged, contaminated, or unsealed clinical and PPE products;
• sharps containers, biohazard boxes, liners, or waste bags that have been used or exposed to a clinical or waste-handling environment;
• custom, special-order, bulk-prepared, or made-to-order products once preparation or supplier allocation has started; and
• VMMC kits where preparation, component allocation, sterility, or product integrity prevents resale.

These controls do not remove any rights or remedies that cannot lawfully be excluded. MNE will assess defects, incorrect items, and other reported problems on their facts.

3. Incorrect, defective, or damaged items

Contact MNE within 48 hours of delivery where reasonably possible. Include the order number, a description of the issue, and clear photographs. MNE will assess whether a replacement, credit, refund, repair, or other remedy is appropriate. Where Compass or another approved service provider is involved, responsibility will be assessed based on the circumstances and applicable terms, and MNE will assist with the claim process where possible.

4. Order cancellations

A full cancellation may be available before verification, supplier allocation, custom preparation, or dispatch begins. Once work or allocation has started, MNE will confirm whether cancellation remains possible and whether reasonable costs already incurred apply. Special-order and bulk products may not be cancellable once committed to production or procurement, subject to any rights that cannot lawfully be excluded.

5. Waste collection and other services

A service refund or cancellation is assessed according to verification status, work already completed, resources committed, and whether a collection has been scheduled or dispatched through Compass or another approved service provider. MNE will explain any applicable charge before finalising the request where reasonably possible.

6. Failed delivery

Customers must provide accurate delivery information and ensure reasonable access and an authorised recipient. Re-delivery costs may apply where a delivery fails because of an incorrect address, unavailable recipient, or inaccessible premises, subject to the circumstances and applicable terms.

7. Approved refunds

Approved refunds are issued to the original payment method where possible. MNE aims to process an approved refund within 5–10 business days. Banks and payment providers may require additional processing time.

8. Contact

MNE Waste Management (PTY) LTD — Head Office
17 Muswell Road South
Wedgefield Office Park, Block A
Johannesburg, 2021
South Africa
Email: jeff@mnewaste.com
Phone: +27 (11) 540 0117
Support hours: Monday–Friday, 09:00–17:00