Refund and Returns Policy

At Surgix Pro, we are committed to delivering high-quality surgical instruments that meet international standards. This Refund and Returns Policy outlines the terms under which returns, refunds, or replacements may be accepted.

1. Eligibility for Returns

Returns are accepted only under the following conditions:

  • The product is found to be defective, damaged during transit, or not as per the confirmed order specifications.

  • The issue is reported to us within 7 days of receiving the shipment.

  • The product is unused, unsterilized, and returned in its original packaging.

Custom-made, OEM, or private-label products are not eligible for return, unless a manufacturing defect is confirmed.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Customized or OEM instruments

  • Products damaged due to misuse, improper handling, or unauthorized modification

  • Items returned without prior approval

  • Products sterilized or used after delivery

3. Return Approval Process

To request a return, please contact our support team with:

  • Order number / invoice

  • Clear photos or videos showing the issue

  • Description of the problem

Once reviewed, Surgix Pro will provide return authorization and instructions. Unauthorized returns will not be accepted.

4. Refunds

If a return is approved:

  • Refunds will be processed after inspection of the returned product.

  • Approved refunds will be issued via the original payment method or adjusted against future orders.

  • Shipping, customs duties, and taxes are non-refundable, unless the error is on our part.

5. Replacements

In case of manufacturing defects or confirmed order discrepancies, Surgix Pro may offer:

  • A replacement product, or

  • A partial or full refund, depending on the situation

Replacement shipping will be arranged after approval.

6. Shipping Responsibility

  • Customers are responsible for return shipping costs unless the return is due to our error.

  • Surgix Pro is not responsible for loss or damage during return shipping.

7. International Orders

For international shipments, customers are responsible for:

  • Customs clearance

  • Import duties and taxes

Delays or rejections caused by customs authorities are not eligible for refunds.

8. Policy Updates

Surgix Pro reserves the right to update or modify this Refund and Returns Policy at any time. Changes will be effective upon posting on our website.

9. Contact Us

For questions regarding this policy or to request a return, please contact:

Surgix Pro
Email: info@surgixpro.com
Phone: +923306666221