Replacement & Refund Poli...

Medical Instrument is a trusted manufacturer and supplier of laparoscopic, urology, and gynecology instruments, delivering both Indian and German quality standards. Medical Instrument also specializes in the import and export of premium laparoscopic scopes, endoscopy cameras, and electrosurgical units from leading global brands. This Replacement & Refund Policy explains how issues with products are handled in a transparent and professional manner.

1. Scope of this policy

This policy applies to all products purchased directly from Medical Instrument, including:

  • Laparoscopic, urology, and gynecology hand instruments
  • Laparoscopic scopes and endoscopy cameras
  • Electrosurgical units and accessories
  • Any other medical instruments supplied under the Medical Instrument brand

For purchases made through third-party marketplaces or distributors, their respective policies may apply. In such cases, customers are encouraged to contact those sellers directly.

2. Eligibility for replacement

Medical Instrument offers replacement in the following situations:

  • The product received is damaged during transit
  • The product received is not as per the order (wrong model / size / specification)
  • The product has a confirmed manufacturing defect identified on inspection

To be eligible for replacement:

  • The customer must notify Medical Instrument within 3–7 working days from the date of delivery (choose a fixed timeline that matches your internal process).
  • The product must be unused, in its original condition, and with all accessories, labels, manuals, and packaging intact (where applicable).
  • Clear photos and/or videos showing the defect or mismatch must be shared with the support team for evaluation.

Medical Instrument reserves the right to inspect the product physically or through technical evaluation before approving any replacement.

3. Conditions where replacement is not applicable

Replacement may not be provided in the following cases:

  • Damage caused by improper handling, misuse, mishandling, sterilization errors, or non‑recommended cleaning methods
  • Normal wear and tear, surface scratches, or cosmetic issues that do not affect the functional performance of the instrument
  • Products altered, modified, repaired, or serviced by any unauthorized person or facility
  • Consumables and single-use items, once opened or used (unless there is a clear manufacturing defect identified immediately on receipt)
  • Products supplied according to a custom order specification and approved by the customer prior to production

In all such cases, Medical Instrument will, where possible, offer paid repair or replacement support as a service.

4. Refund policy

Because Medical Instrument manufactures and supplies highly specialized medical instruments and capital equipment, refunds are managed carefully to protect both patient safety and product integrity.

Refunds may be considered in the following situations:

  • The ordered product is no longer available and a suitable replacement cannot be offered
  • The same item has been charged and dispatched twice due to a billing or processing error
  • A return has been approved after technical evaluation where replacement is not feasible

If a refund is approved:

  • The refund will be processed to the original mode of payment (or via bank transfer, as mutually agreed) within a reasonable processing period (for example, 7–14 working days after approval).
  • Any applicable charges such as shipping, insurance, customs duty, or transaction fees may be deducted, unless the error is from Medical Instrument’s side.
  • A return has been approved after technical evaluation where replacement is not feasible

Refunds will not be applicable in cases of:

  • Buyer’s remorse or change of mind after the product has been dispatched or used
  • Misuse, improper handling, or non‑compliance with usage instructions
  • Delay caused by courier, customs clearance, or regulatory approvals outside the control of Medical Instrument

5. Return procedure

To initiate a replacement or refund request, the customer must:

  1. Contact Medical Instrument through the official email or phone/WhatsApp support channel, mentioning:
  • Invoice number / order ID
  • Product name and model
  • Date of purchase and date of delivery
  • Detailed description of the issue

2. Share clear photos and/or videos showing the problem, packaging condition, and product labels.

3. Wait for written confirmation and instructions from Medical Instrument before sending any item back.

Once the request is reviewed:

  • The support team will confirm whether the product is eligible for replacement, repair, or refund.
  • Return shipping instructions, address, and any authorization number will be provided.
  • In certain cases, customers may be asked to send only specific components for evaluation (for example, hand instruments without the full set).

Refunds will not be applicable in cases of:

  • Buyer’s remorse or change of mind after the product has been dispatched or used
  • Misuse, improper handling, or non‑compliance with usage instructions
  • Delay caused by courier, customs clearance, or regulatory approvals outside the control of Medical Instrument

6. Shipping and logistics for returns

  • For confirmed manufacturing defects, wrong supply, or damage in transit attributable to Medical Instrument or its logistics partner, the return shipping cost may be borne by Medical Instrument (as per prior written approval).
  • For returns arising from customer‑side errors (for example, wrong order details shared), the shipping cost for sending and receiving the product will generally be borne by the customer.
  • All returned products must be packed safely to prevent transit damage; Medical Instrument cannot be held responsible for damage caused due to poor packaging during return transit.
  • Buyer’s remorse or change of mind after the product has been dispatched or used
  • Misuse, improper handling, or non‑compliance with usage instructions
  • Delay caused by courier, customs clearance, or regulatory approvals outside the control of Medical Instrument

7. International orders (import & export)

For exported laparoscopic scopes, endoscopy cameras, electrosurgical units, and other devices supplied internationally:

  • Import duties, taxes, and custom charges are generally the responsibility of the buyer, unless specifically agreed otherwise in written.
  • Replacement and refund procedures remain guided by this policy, but timelines may be longer due to international shipping and local regulations.
  • In case of customs‑related delays or holds outside the control of Medical Instrument, refunds will not be issued solely on the basis of delay.

Any country‑specific regulatory requirements must be clarified before order confirmation.

8. Inspection, warranty, and technical verification

  • Every replacement or refund request is subject to technical inspection by Medical Instrument’s quality and service team.
  • If the product is found to be functioning within the specified parameters and free of manufacturing defects, the request may be declined and the product returned to the customer.
  • Where applicable, separate product warranty terms will operate in parallel with this Replacement & Refund Policy.

9. Policy updates

Medical Instrument may update or revise this Replacement & Refund Policy from time to time to reflect changes in regulations, product portfolio, or internal processes. The latest version published on the official website will always supersede any previous version.

Medical Instrument is committed to resolving genuine concerns in a fair, transparent, and timely manner while maintaining the highest standards of quality and patient safety in laparoscopic, urology, and gynecology instrumentation.

Contact Us Now

Keep your surgical equipment in perfect working condition with our 30+ years of expertise.

  • +91 9075400101
  • ask@medicalinstrument.in

Indra Nagar, Nashik – 422009,
Maharashtra , INDIA.