At surgestore.in (“we”, “us”, “our”), we strive to ensure customer satisfaction while protecting the integrity of our supply chain. This Returns, Refunds & Cancellations Policy outlines the terms under which returns, replacements, cancellations, and refunds may be processed.

By placing an order on our Site, you acknowledge and agree to the terms of this Policy.

1. General Eligibility for Returns & Replacements

You may initiate a return or replacement request within 3 days of receiving your product(s) if:

• The product is physically damaged in transit (please refuse delivery if packaging is visibly damaged).
• The product has a manufacturing defect or is not functioning properly (in the case of instruments, devices, or equipment).
• The product has less than 15 days left from its expiry date (for consumables/perishables).
• Accessories or parts mentioned in the product description are missing.
• You received the wrong product.

Exclusions:

• Products that are sterile, perishable, or made-to-order (including implants, vaccines, or custom-designed goods) are not eligible for return unless delivered incorrectly.
• Products with engraving, embroidery, or customization are not eligible for return.
• Products that have been used, tampered with, or damaged post-delivery are not eligible for return.

2. Return Process

1. Raise a return/replacement request by emailing jms.surgestore@gmail.com with:
   • Order ID and invoice copy.
   • Photos/videos of the product showing the issue/defect.
   • Photo of the shipping label.
2. Our customer support may request additional clarification. Incomplete or inaccurate information may delay or void the request.
3. Upon receipt, our Quality Assurance/Quality Control (QA/QC) team will verify:
   • The product is unused and undamaged.
   • The product is complete (all parts/accessories included).
   • The product matches the return request.
4. Replacement or refund will be processed only after QA/QC approval.
5. All return shipping expenses are the sole responsibility of the Buyer.

3. Replacement & Refund Timelines

• Replacement: Initiated within 14 working days of QA/QC approval, subject to stock availability. If unavailable, a refund will be processed.
• Refunds: Depending on your chosen method:
  • Wallet credit: within 48 hours of approval.
  • Payment gateway reversal (card/UPI/net banking): within 14 working days.
  • Bank transfer (NEFT/RTGS): within 20 working days.
• Refund confirmation will be notified via email.

4. Cancellation Policy

You may cancel your order if:

• Cancellation is requested within 3 hours of placing the order and before shipment.
• Delivery is delayed beyond 42 days from order date (not applicable for made-to-order items, heavy devices, or furniture).

Exceptions:

• Items specially procured or custom-made are not cancellable.
• We reserve sole discretion to accept or reject cancellation requests.

5. Cash on Delivery (COD) Orders

• OTP for delivery will be shared only with the registered mobile number/email.
• Delivery personnel will attempt delivery 2 times. Failed attempts will result in return of the shipment.
• Any discrepancy (wrong/damaged/missing goods, delivery confirmation without delivery) must be reported within 12 hours of delivery to jms.surgestore@gmail.com with proof.
• At pickup, the package must be sealed by the delivery agent in front of you.

6. Important Terms & Conditions

• All returns/replacements are subject to verification and approval by our QA/QC team.
• Products returned without prior authorization will not be accepted.
• Refunds/replacements may be refused if we believe the request is fraudulent, abusive, or made in bad faith.
• We are not responsible for delays caused by courier/logistics partners, strikes, force majeure, or circumstances beyond our control.

7. Limitation of Liability

To the maximum extent permitted by law:

• Surgestore.in is not liable for indirect, incidental, consequential, or punitive damages, loss of profits, loss of goodwill, or delays in refund/return processing.
• Our total liability in connection with returns, refunds, or cancellations is limited to the actual amount paid for the product in question.
• No guarantee is provided that refunds or replacements will be processed within a fixed period; timelines are indicative only.
• We are not liable for errors caused by third-party payment processors, logistics providers, or user-provided information.
• By using this Site and purchasing products, you agree to indemnify and hold harmless Surgestore.in, its officers, employees, and affiliates from claims arising out of misuse of the returns/refunds process.

8. Governing Law

This Policy shall be governed by and construed in accordance with the laws of India. Disputes shall be subject to the exclusive jurisdiction of the courts at New Delhi, India.

9. International Terms and Conditions

• Returns & Exchanges – In all cases of returns, exchanges, or defects, the client shall bear the to-and-fro freight charges; item cost will be covered by us.
• Refunds – For all refunds due to non-clearance, return, exchange, or defects. Freight, insurance, bank charges, and 30% + 18% custom charges may be deducted as per actuals.

10. Contact Us

For returns, refunds, cancellations, or related concerns, please contact:

📧 Email: jms.surgestore@gmail.com