FAQ - Frequently Asked Questions

Welcome to AidMart FAQs

We are here to help you navigate our marketplace for new medical and disability equipment. Whether you are a buyer looking for the right product or a vendor needing assistance with listings, you will find answers to common questions below. If you cannot find what you need, our team is ready to assist.

For Buyers

How long does delivery take?

Delivery times are set by each supplier and shown on the product page before checkout. You will receive a tracking number once your order is dispatched.

What is your return policy?

You may return most items within 14 days of delivery, unused and in original packaging. Some exclusions apply. Full details are on each product page.

Is the equipment covered by a warranty?

Yes. All new equipment includes a manufacturer's warranty. The warranty period is stated on each product listing.

How do I know which product is right for me?

Each listing includes detailed specifications and sizing guides. You can also ask the supplier directly using the question box on the product page.

What payment methods do you accept?

We accept all major credit cards, debit cards, and instant EFT. Payment is secure and processed at checkout.

Do I need a prescription to buy equipment?

No prescription is required to purchase. However, for certain medical devices, we recommend consulting with an occupational therapist or medical professional to ensure suitability.

Can I request equipment that is not listed?

We do not take requests for specific items. New products are added regularly by our suppliers. Please check back or save your search for alerts.

For Vendors

How do I register as a vendor

Click "Partner With Us" and complete the registration form. You will need to provide all the required information as well as to upload all the pertinent documentation to qualify as a vendor

What are the tax requirements for vendors?

Vendors are responsible for their own tax obligations, both companies and individuals. If your annual turnover exceeds R1 million, you must be VAT registered. If you are VAT registered, you must charge 15% VAT on all sales and provide a valid tax invoice. All income must be declared to SARS.

How do I list a product

Log in to your vendor dashboard, click "Products" then “Add New” and complete the form. Include clear photos, accurate descriptions, specifications, price, delivery options, and warranty terms. Listings are reviewed and usually go live within 24 hours. Visit our “Products Management” page for full infographics and video tutorials.

What fees does AidMart charge?

Listing items is free. A percentage of the listed price is deducted as commission from each successful sale.

How and when do I get paid?

Payment is released to your nominated bank account within seven business days of delivery confirmation. You will receive a monthly statement showing all transactions and deductions.

What happens if a buyer returns an item?

If a product is defective, the buyer may return it within seven days. You must accept the return and offer a repair, replacement, or refund. Return costs are your responsibility.

Can I edit or remove a listing?

Yes. Go to "Products" in your vendor dashboard, select the item, click on the product name and make changes. Edits are reviewed and usually go live within one hour. Removed listings are no longer visible to buyers.

Donations Section

How do I donate equipment?

Go to the “Equipment Donations”. Complete the form with details of the item, upload photos, and submit. Your donation will be reviewed and published within 24 hours. There is no cost to donate.

Who pays for delivery of donated items?

Delivery arrangements are made directly between the donor and the recipient. AidMart does not arrange or pay for delivery of donated items.

Can I request a donated item?

Donated items are listed for free and available on a first-come basis. If you see an item you need, contact the donor through the platform to arrange collection or delivery.

Are donated items in good condition?

Donors must confirm that items are clean, functional, and safe. We review each listing and request as much information as possible but do not physically inspect items. We recommend asking questions and requesting additional photos before accepting a donation.

Technical Support

I forgot my password. What do I do?

Click "Forgot Password" on the login page and enter your email address. A reset link will be sent to you within a few minutes.

I started registering but got interrupted. Can I continue later?

Yes. Scroll down and click "Save Progress." An email with a link will be sent so you can continue your registration where you left off.

What file formats are accepted for document uploads?

We accept JPEG, PNG, and PDF files. Each file must be under 2MB.

Why was my listing rejected?

Listings may be rejected if they contain incomplete information, poor quality photos, inaccurate descriptions, or prohibited items. You will receive an email explaining the reason and inviting you to resubmit after corrections.

Still need help?

Visit our Vendor Terms and Conditions, Privacy Policy, Terms and Conditions pages for more detailed information. Or click here to send a support request