Refund policy
Return, Refund & Exchange Policy
At Surgismart (House of Surgicals), we supply genuine medical and surgical products to healthcare professionals, clinics, hospitals, students, and home users. Due to the hygienic and regulated nature of medical supplies, returns are handled under strict safety and compliance standards.
Please read this policy carefully before placing your order.
1. Return Eligibility
Return requests must be raised within 48 hours of the delivery date.
To qualify, the product must:
• Be unused, unopened, and uninstalled
• Be in original packaging with all seals, labels, and batch numbers intact
• Be in resaleable condition
All returned items are subject to inspection and approval before a refund is processed.
⚠ Returns based on subjective quality perception — such as softness, feel, or texture preference — are treated as standard returns and are subject to self-shipping and the ₹199 deduction. Product specifications are as listed on the product page at the time of purchase. Surgismart does not accept returns on the basis of comparison with third-party products.
2. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless defective or incorrectly supplied:
• Sterile or disposable medical products (gloves, syringes, masks, dressings, etc.)
• Opened or tampered packages
• Used or installed products
• Customized, special-order, or bulk procurement items
• Clearance or discounted products
• Gift cards or vouchers
3. How to Request a Return
To initiate a return, contact us via any of the following channels within 48 hours of delivery:
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surgismartindia@gmail.com |
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+91 63743 55690 |
Please include the following in your message:
• Order ID
• Product name and size/variant
• Reason for return
• Clear photos or videos of the product (mandatory for all claims)
⚠ For damage or defect claims, an unboxing video is mandatory. The video must be recorded continuously from the sealed package through full product reveal, without cuts or edits. Without a valid unboxing video, the claim will be treated as a quality preference return and standard charges will apply.
Our team will respond within 1–2 working days with return instructions.
4. Return Charges & Refund Deductions
If a return is requested for reasons other than a manufacturing defect, transit damage, or incorrect item supplied:
• The customer must self-ship the product to our return address at their own cost.
• A flat ₹199 will be deducted from the refund amount. This represents the forward shipping cost originally borne by Surgismart to deliver your order, and is recovered only when a return is not due to our error.
• Original shipping charges paid at checkout are non-refundable.
Refunds will be processed to the original payment method within 7 working days of inspection approval.
5. Exchange Policy
Exchanges are subject to stock availability.
Size or variant exchange (customer request):
• The customer must self-ship the item back to our address.
• A ₹199 exchange fee applies and must be paid via UPI before the replacement is dispatched.
• Replacement will be sent only after we receive the original product back.
• The full exchange process takes approximately 7–10 working days.
Wrong item sent by Surgismart:
• No charges apply. Surgismart will arrange pickup and dispatch the correct item at no cost.
⚠ Surgismart does not arrange pickup for exchanges unless the incorrect item was sent by us. For size/variant preference changes, the customer is responsible for self-shipping.
6. Defective, Damaged, or Incorrect Products
If you receive a product that is defective, damaged in transit, or incorrectly supplied, notify us within 48 hours of delivery.
Mandatory requirement:
⚠ You must provide an unboxing video recorded continuously from sealed package to full product reveal, without cuts. Photos alone are not sufficient for damage or defect claims. Without a valid unboxing video, the claim cannot be processed as a defect return.
Upon verification, the following applies:
• No ₹199 deduction
• Return pickup arranged by Surgismart at no cost to the customer
• Full refund or free replacement provided
7. Order Cancellations
• Orders can be cancelled only before dispatch.
• Once shipped, cancellation is not possible. The return policy will apply.
8. Shipping & Liability for Self-Ship Returns
• Customers are responsible for safe packaging and return shipping (unless the return is due to our error).
• We recommend using a trackable courier service with a delivery confirmation.
• Surgismart is not liable for items lost or damaged during return transit.
9. Dispute Resolution & Policy Finality
Surgismart's return and refund eligibility decision, made after inspection of supporting evidence (including any unboxing video), is final.
We are committed to fair resolution of genuine issues and take all claims seriously. However:
• Abusive, threatening, or defamatory communication will result in suspension of support services.
• Claims submitted without required documentation (unboxing video, photos, order ID) will not be processed.
• Repeated or escalated concerns may be directed to surgismartindia@gmail.com for senior review.
10. Contact Information
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Business |
Surgismart (House of Surgicals) |
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Address |
8 & 9 Samy P Street, Periyamedu Choolai, Shop No. 4, Ground Floor, Chennai – 600112, Tamil Nadu, India |
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surgismartindia@gmail.com |
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+91 63743 55690 (chat only) |
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Website |
surgismart.in |
