Cancellation and Refund

FOR SUBSCRIBERS
Eligibility
We offer a no questions asked 7 days exchange/ refund policy for Subscribers.

Process
Request for refund/exchange needs to be initiated jms.surgestore@gmail.com
If any further clarification is needed, MB executive will reach out to you, before approving the return request over email.
Operations team will initiate return collection within 7 working days of request initiation.
Post receipt of returned produced, the QA/ QC team will check and approve the return. After approval from QA/QC, replacement process will be initiated. SLA for returns approval to replacement initiation is 7 working days.
Terms and Conditions
You should initiate request within 7 days of receiving the product(s).
Returned product would be checked and approved by our quality assurance/quality control team for below compliance:
It should not have any custom engraving/embroidery/ design etc. done at the time of order placement.
It should be complete – no missing parts or accessories.
It should be unused.
It should be undamaged.
FOR ALL OTHER PRODUCTS
Eligibility
You may raise a return/ replacement request for any of the following reasons.

Product is physically damaged in transit. (Ideally, you should not accept the package if you receive a damaged consignment as evident from the packaging)
Product has manufacturing defect and is not working properly (in case of equipment/instrument)
Product has less than 1 months left from expiry date (in case of perishable products)
Some part/accessory of the product that should be included is missing.
Received wrong product.
Process
You are required to raise your request jms.surgestore@gmail.com with appropriate documentation/ proof including but not limited to the following.
Photos/videos of the product showing the relevant issue/defect.
Photo of shipping label with order ID
Photo/soft copy of bill/invoice
If any further clarification is needed, MB executive will reach out to you before approving the return request over email. Surgestore may not be able to provide a replacement in case of incomplete or inaccurate information provided by you.
Operations team will initiate return collection within 7 working days of request approval.
Post receipt of returned produced, the QA/ QC team will check and approve the return. After approval from QA/QC, replacement process will be initiated. SLA for returns approval to replacement initiation is 7 working days.
Terms and Conditions
You should initiate request within 7 days after receiving the product(s).
Replacement would be offered against all return’s requests. In case, the product is out of stock and cannot be replaced at the time of request, then refund will be issued through payment gateway/credit note/ coupon.
Sterile products (vaccines, resins etc.) will be applicable for return only in case of wrong product delivery.
Surgestore at its discretion can deny a request for replacement if it considers the request to not be genuine.
Returned products are approved for refund/ replacement once our quality assurance/quality control team has checked and approved the returned product for below compliance:
It should be complete – no missing parts or accessories.
It should be unused.
It should be undamaged.
It should not have any custom engraving/embroidery/ design etc. done at the time of order placement.
Order cancellation policy
You are eligible for order cancellation and refunds if.
Order is cancelled within 1 hours and the order has not been shipped.
The delivery is delayed by more than 21 days from date of order placement. (Not applicable for made to order items, heavy equipment, devices and furniture)
The above cancellation policy does not apply for items that are specially procured for you. We may however consider your request for such cancellation at our discretion.
Refund policy
Refund will be initiated on confirmation of cancellation by our team, and you will receive an email notification on the same.
MODES OF REFUND: Your relationship manager will reach out to you to know your refund preference.
Refund will be processed within 48 hours of order cancellation.
The refund to designated card/bank account/UPI account through payment gateway will be reversed back to you within 14 days of receipt of the returned goods/ cancellation.
Refund by NEFT / RTGS transfer to your bank account will be processed within 20 days of receipt of the returned goods/ cancellation.
Terms and conditions for COD orders
Delivery OTP will be shared on registered mobile number and registered mail id only.
Delivery person will reach out to you on registered mobile number only.
In case of wrong/damaged goods, take a picture of received goods and share with Surgestore within 24hrs on mail at jms.surgestore@gmail.com
In case of delivery confirmation message without receiving goods. Surgestore must be informed within 24hrs on mail at jms.surgestore@gmail.com
In-case of return, 1 attempt of pick up will be made.
At the time of pickup, please make sure that the pick-up person seals the package in front of you.