At SurgiXpert, we are committed to providing high-quality medical equipment that meets the highest standards of safety and efficacy. This Return Policy outlines the procedures and conditions for returns, refunds, and replacements of medical equipment purchased from surgiXpert.

1. Return Eligibility

1.1 Standard Equipment Returns

You may return standard (non-custom) medical equipment within 15 days of delivery if:
– The equipment is in its original packaging
– The equipment is unused, uninstalled, and in resalable condition
– All accessories, manuals, and documentation are included
– Proof of purchase (invoice/delivery note) is provided

1.2 Non-Returnable Items

The following items cannot be returned:
– Custom-manufactured or customized medical equipment
– Sterilized medical supplies once the packaging has been opened
– Consumables and disposable medical supplies
– Software licenses once activated
– Products marked as “non-returnable” at the time of purchase

1.3 Special Considerations
– Large Medical Equipment: Pre-approval is required before returning any large or installed medical equipment
– Controlled Substances: Any equipment designed to deliver controlled substances is subject to additional verification procedures
– Temperature-Sensitive Items: Must be returned using appropriate temperature controlled shipping methods

2. Return Process

2.1 Initiating a Return

To initiate a return:
1. Contact our Customer Service team at returns@surgixpert.com or call +91- 6358720929
2. Provide your order number, product details, and reason for return
3. Complete the Return Authorization Form provided by our team
4. Receive a Return Authorization Number (RAN)
Note: All returns must have a valid RAN clearly displayed on the packaging.

2.2 Return Timeframe
– Return requests must be initiated within 15 days of delivery
– Once a RAN is issued, you have 7 days to ship the equipment back to us
– Returns received without prior authorization or beyond the specified timeframe may be rejected

2.3 Return Shipping
– You are responsible for return shipping costs unless the return is due to our error
– For equipment weighing more than 20 kg or valued over ₹1,00,000, we may arrange pickup at our discretion
– Equipment must be properly packaged to prevent damage during transit
– We recommend using insured shipping with tracking capabilities
– surgiXpert is not responsible for items damaged or lost during return shipping

2.4 Return Inspection

All returned equipment undergoes inspection to verify:
– Equipment is complete with all components
– No damage has occurred
– Equipment has not been used or installed
– Warranty seals are intact

The inspection process typically takes 3-5 business days from receipt of the returned
equipment.

3. Refunds

3.1 Refund Timeline
– For approved returns, refunds will be processed within 10 business days after the return inspection is complete
– Credit card refunds typically appear on your statement within 5-7 business days
– Bank transfers may take 7-10 business days to reflect in your account

3.2 Refund Methods

Refunds will be issued using the original payment method:

– Credit/Debit Card: Credited back to the original card
– Net Banking/UPI: Transferred to the original bank account
– Electronic Fund Transfer: Transferred to the designated bank account
– Purchase Orders: Issued as credit for future purchases

3.3 Refund Deductions

The following deductions may apply to refunds:

– Shipping charges (original delivery) are non-refundable
– A restocking fee of 15% may apply for returns not resulting from defects or errors
– Installation fees are non-refundable if the service has been performed
– Any visible damage or missing components will reduce the refund amount

4. Defective Equipment

4.1 DOA (Dead On Arrival) Equipment

If equipment arrives in non-working condition or fails within 48 hours of delivery:

1. Report the issue immediately to our Technical Support team
2. Technical Support will attempt to troubleshoot the issue remotely
3. If the issue cannot be resolved, a replacement or return will be authorized
4. No restocking fee will apply, and we will cover return shipping costs

4.2 Damaged in Transit

For equipment damaged during delivery:

1. Note the damage on the delivery receipt at the time of delivery
2. Take photographs of the damaged packaging and equipment
3. Contact our Customer Service team within 24 hours of delivery
4. Retain all original packaging for inspection
Failure to document damage at the time of delivery may affect your ability to return or exchange the equipment.

5. Warranty Claims

5.1 Warranty Coverage
– All warranty claims must follow our separate Warranty Policy procedures
– Equipment under active warranty that fails during normal use will be repaired or replaced according to warranty terms
– Warranty claims do not follow the standard return process outlined in this policy

5.2 Out-of-Warranty Equipment

For equipment that fails outside the warranty period:
– Repair services are available through our Service Department
– Replacement parts can be purchased separately
– Extended warranty options may be available for certain equipment

6. Exchanges

6.1 Exchange Process

To exchange equipment for a different model or specification:
1. Follow the standard return process to return the original equipment
2. Place a new order for the desired equipment
3. Note the exchange request in your return authorization form
4. We may offer to waive restocking fees for exchanges at our discretion

6.2 Price Differences
– If the new equipment costs more than the original, you will be invoiced for the difference
– If the new equipment costs less than the original, you will be refunded the difference
– Price differences will be calculated based on current pricing, not original purchase pricing

7. Cancellation of Orders

7.1 Order Cancellation
– Standard equipment orders may be cancelled for a full refund before shipment
– Once an order has shipped, it must follow the return process
– Custom equipment orders cannot be cancelled after production has begun

7.2 Cancellation Charges
– No charges apply for cancellations made within 24 hours of order placement
– Cancellation of orders in process may incur a cancellation fee of 10% of the order value
– Special orders, custom equipment, or bulk orders may have specific cancellation terms provided at the time of ordering

8. Return Policy for Different Customer Categories

8.1 Individual Healthcare Professionals
– Standard return policy applies as outlined above

8.2 Hospitals and Healthcare Institutions
– May be eligible for extended return periods (up to 30 days) based on contract terms
– May negotiate special return provisions in supply agreements
– Bulk returns may require additional documentation

8.3 Government Institutions
– Return processing follows government procurement guidelines
– Additional documentation may be required
– Special return terms may apply as per tender or contract specifications

9. Regulatory Compliance
– All returns involving Scheduled Medical Devices will comply with regulatory reporting requirements
– Documentation of returned equipment is maintained as required by the Drugs and Cosmetics Act, Medical Devices Rules, and other applicable regulations
– Tracking and traceability of all returned equipment is maintained for regulatory purposes

10. Exceptions and Special Circumstances

We recognize that special circumstances may arise. Please contact our Customer Service
team to discuss:
– Returns beyond the standard return period
– Returns of non-returnable items due to exceptional circumstances
– Special handling requirements for sensitive medical equipment
– Equipment involved in adverse events (which must be reported according to regulatory requirements)

11. Contact Information

For questions regarding returns, refunds, or exchanges:
– Returns Department: +91-6358720929 (Monday to Friday, 9:00 AM to 5:00 PM IST)
– Email: info@surgixpert.com

12. Changes to This Policy

We may update our Return Policy from time to time. Any changes will be posted on this page
with an updated “Last Updated” date.

By purchasing medical equipment from SurgiXpert, you acknowledge that you have
read, understood, and agree to this Return Policy.