This Refund & Return Policy ("Policy") governs all purchases made through [www.surgestore.in](http://www.surgestore.in) ("Website"), operated by Jindal Medi Surge ("JMS", "Company", "we", "our", "us").
By placing an order through the Website, you acknowledge that you have read, understood, and agreed to this Policy.
This Policy should be read together with our Terms & Conditions, Privacy Policy, Medical Device Disclaimer, Shipping Policy, and all other Website policies.
---
# 2. NATURE OF PRODUCTS
The Website sells medical devices, orthopedic implants, surgical instruments, rehabilitation products, hospital supplies, healthcare products, and other related products.
Due to safety, hygiene, sterility, regulatory, patient safety, and product integrity requirements, returns and refunds are subject to strict limitations.
---
# 3. RETURN ELIGIBILITY PERIOD
Eligible products may be requested for return within:
**7 calendar days from the date of delivery.**
Return requests submitted after 7 calendar days from delivery shall not be accepted except where required by applicable law.
Submission of a return request does not automatically constitute approval of a return.
All returns remain subject to Company review and approval.
---
# 4. CONDITIONS FOR ELIGIBLE RETURNS
A product may be considered for return only if:
* Return request is submitted within 7 days of delivery.
* Product remains unused.
* Product remains unopened.
* Product remains undamaged.
* Original packaging is intact.
* Labels remain attached.
* Product is in resalable condition.
* Product is returned with all accessories, manuals, inserts, certificates, and packaging materials.
The Company reserves the sole right to determine whether returned products satisfy eligibility requirements.
---
# 5. NON-RETURNABLE PRODUCTS
For patient safety, regulatory compliance, and quality assurance reasons, the following products are strictly non-returnable and non-refundable unless required by applicable law:
### Sterile Products
Including but not limited to:
* Orthopedic implants
* Sterile surgical products
* Sterile kits
* Sterile instruments
* Bone graft materials
* Bone cement products
* Sterile disposables
Once delivered, sterile products cannot be returned regardless of whether packaging has been opened.
---
### Opened Products
Any product whose packaging has been opened, tampered with, altered, damaged, or resealed
---
### Used Products
Any product showing evidence of:
* Installation
* Usage
* Wear
* Handling beyond inspection
---
### Customized Products
Including:
* Custom-made implants
* Customized instruments
* Made-to-order products
* Special manufacturing requests
---
### Special Order Products
Products specifically sourced or manufactured upon customer request.
---
### Clearance, Liquidation, or Promotional Items
Unless otherwise required by applicable law.
---
### Products Requiring Temperature Control
Products requiring controlled storage or transportation conditions.
---
### Software, Digital Products, and Downloadable Materials
Once delivered or accessed.
---
### Professional Use Products
Where return restrictions are imposed by law, manufacturer requirements, quality systems, or regulatory obligations.
---
# 6. WRONG PRODUCT DELIVERED
If the Company delivers a product materially different from the product ordered, customers must notify the Company within:
**48 hours of delivery.**
The Company may require:
* Photographs
* Packaging images
* Batch details
* Product labels
* Delivery documentation
Failure to provide requested information may result in rejection of the claim.
---
# 7. DAMAGED PRODUCT CLAIMS
Customers must inspect shipments immediately upon receipt.
Claims relating to:
* Transit damage
* Missing items
* Packaging damage
* Visible defects
must be reported within:
**48 hours from delivery.**
Claims submitted after this period may be rejected.
The Company may require supporting evidence before reviewing any claim.
---
# 8. DEFECTIVE PRODUCT CLAIMS
If a product is alleged to be defective, the Company reserves the right to:
* Inspect the product
* Obtain manufacturer evaluation
* Request technical review
* Request independent assessment
Refunds, replacements, credits, or corrective actions shall be determined only after investigation.
Submission of a defect claim does not guarantee refund approval.
---
# 9. RETURN AUTHORIZATION REQUIREMENT
No return shall be accepted without prior written authorization from the Company.
Customers must obtain a Return Authorization ("RA") before shipping any product back.
Unauthorized returns may be:
* Refused
* Rejected
* Returned to sender
* Disposed of
at the customer's expense.
---
# 10. RETURN SHIPPING COSTS
Unless otherwise agreed in writing:
Customers are responsible for:
* Return shipping charges
* Insurance costs
* Customs fees
* Duties
* Taxes
* Regulatory charges
* Handling fees
The Company is not responsible for returned shipments lost, damaged, delayed, or seized during transit.
---
# 11. INTERNATIONAL RETURNS
International customers remain solely responsible for:
* Export requirements
* Import requirements
* Customs documentation
* Duties
* Taxes
* Regulatory approvals
* Return shipping costs
The Company shall not be responsible for customs delays, import refusals, seizures, or governmental actions affecting returned products.
---
# 12. REFUND METHOD
Approved refunds may be issued through:
* Original payment method
* Bank transfer
* Store credit
* Alternative method determined by the Company
at the Company's sole discretion where permitted by applicable law.
---
# 13. REFUND PROCESSING TIME
Approved refunds are generally processed within:
**7–30 business days**
depending upon:
* Banking systems
* Payment processors
* International transaction requirements
* Regulatory review
Processing times are estimates only.
---
# 14. NON-REFUNDABLE CHARGES
Unless required by applicable law, the following may be non-refundable:
* Shipping charges
* Handling fees
* Insurance fees
* Customs duties
* Import taxes
* Payment gateway fees
* Foreign exchange charges
* Regulatory documentation fees
---
# 15. ORDER CANCELLATIONS BY CUSTOMER
Orders may be cancelled only before shipment.
Once an order has been:
* Packed
* Processed
* Dispatched
* Shipped
cancellation may not be possible.
The Company reserves the right to deduct reasonable administrative, payment processing, restocking, or handling charges where permitted by law.
---
# 16. ORDER CANCELLATIONS BY COMPANY
The Company reserves the right to cancel orders without liability where:
* Product becomes unavailable
* Pricing errors occur
* Regulatory concerns arise
* Fraud is suspected
* Documentation requirements are not met
* Payment cannot be verified
* Export restrictions apply
* Compliance concerns arise
In such cases, a refund of amounts received may be issued.
---
# 17. PRESCRIPTION AND RESTRICTED PRODUCTS
For products marked:
* Prescription Required
* Hospital Use Only
* Professional Use Only
* Restricted Sale Item
The Company reserves the right to:
* Request documentation
* Refuse shipment
* Cancel orders
* Refuse returns
where required for legal, regulatory, or safety reasons.
---
# 18. PRODUCT RECALLS
If a manufacturer, regulatory authority, or the Company initiates a recall, correction, safety notice, or field action, customers agree to cooperate with recall procedures.
The Company's obligations shall be limited to actions required under applicable laws and recall instructions.
---
# 19. LIMITATION OF LIABILITY
To the fullest extent permitted by law:
Jindal Medi Surge, its affiliates, directors, officers, employees, suppliers, distributors, contractors, and agents shall not be liable for:
* Lost profits
* Lost revenue
* Loss of business
* Loss of data
* Clinical outcomes
* Surgical outcomes
* Patient injuries
* Indirect damages
* Special damages
* Incidental damages
* Consequential damages
* Punitive damages
arising from returns, refunds, cancellations, delays, rejected returns, denied claims, or product-related disputes.
To the extent permitted by law, total liability shall not exceed the purchase price actually paid for the specific product giving rise to the claim.
Nothing in this Policy excludes liability that cannot legally be excluded.
---
# 20. FRAUD PREVENTION
The Company reserves the right to reject:
* Fraudulent claims
* Abusive return requests
* Repeated claims
* Unsupported claims
* Suspicious transactions
and may report suspected fraudulent activity to appropriate authorities.
---
# 21. GOVERNING LAW
This Policy shall be governed by and interpreted in accordance with the laws of India.
---
# 22. EXCLUSIVE JURISDICTION
Any dispute arising from this Policy shall be subject exclusively to the competent courts located in New Delhi, India.
Users irrevocably consent to such jurisdiction.
---
# 24. ACKNOWLEDGMENT
By placing an order through the Website, customers acknowledge that:
* They have read this Refund & Return Policy.
* They understand this Refund & Return Policy.
* They agree to be legally bound by this Refund & Return Policy.
* They understand the return restrictions applicable to medical devices and healthcare products.
