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.
Return Process at a Glance: Eligible return request within 48 hours of delivery → Surgismart approval and written return instructions → customer physically hands the parcel to the courier within 72 hours → parcel received and inspected → refund or exchange processed only if all policy conditions are satisfied.
Important: Returns and exchanges are available only for eligible Surgismart scrub suit products. All other medical, healthcare, orthopaedic and related products are non-returnable and non-exchangeable due to hygiene, safety and medical-use considerations, except where a product is defective, damaged in transit, or incorrectly supplied by Surgismart.
Size Selection: Customers are responsible for selecting the correct size and variant before placing an order. Size charts and product specifications provided on the product page should be reviewed before purchase. A size or fit issue does not constitute a product defect.
Multi-Item Orders and Promotional Bundles: Where an order contains multiple products, sets, bundled products, promotional items, or free gifts, return eligibility and refund will be assessed according to the applicable promotional or bundle terms. Where the applicable offer requires the products to be returned together, partial returns will not be accepted.
Free Gifts and Promotional Items: Any free gift, promotional item, accessory, or complimentary product supplied as part of an order must be returned along with the applicable returned product where required under the offer. Failure to return applicable promotional items may affect return eligibility or the eligible refund amount.
1. Return Eligibility
Returns are available only for eligible Surgismart scrub suit products. Return requests for eligible scrub products must be raised within 48 hours of the delivery date.
Products other than eligible scrub suits are not eligible for return or exchange for reasons including size, fit, preference, change of mind, or any other customer-requested reason.
⚠ This category restriction applies uniformly to all customers and orders. No exceptions can be made based on individual circumstances.
For eligible scrub suit returns, 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 and Non-Exchangeable Products
Except for eligible Surgismart scrub suit products, all other medical, healthcare, orthopaedic and related products are non-returnable and non-exchangeable due to hygiene, safety and medical-use considerations.
This includes, but is not limited to:
• Foot-drop splints and similar orthopaedic splints
• Orthopaedic supports, braces and belts
• Compression and support products
• Medical and rehabilitation products intended for direct personal use
• Sterile or disposable medical products, including gloves, syringes, masks and dressings
• Opened, tampered, used or installed products
• Customized, special-order, bulk procurement, clearance or discounted products
• Gift cards or vouchers
⚠ Size, fit, preference, change of mind or variant-change requests for non-scrub products are not eligible for return or exchange.
3. How to Request a Return
To initiate a return for an eligible scrub suit product, 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.
Return Dispatch Deadline: Once a return request has been approved and return instructions have been provided by Surgismart, the customer must book and physically hand over the return parcel to the courier within a maximum of 72 hours from the time the return instructions are provided.
Simply creating a shipping label or generating a courier booking does not constitute dispatch. The product must be physically handed over to the courier within the stipulated 72-hour period.
If the customer fails to book and physically hand over the return parcel within the stipulated 72-hour period, the return approval will be considered expired. Any parcel sent after this timeframe may be refused for return/refund processing.
If a customer nevertheless sends the product to Surgismart after the return approval has expired, the product will not be considered eligible for return or refund solely because it has been received by Surgismart. In such cases, the customer must either collect the parcel from our warehouse or request Surgismart to ship the parcel back to them at an additional shipping cost payable by the customer.
⚠ Customers are responsible for ensuring that the return parcel is physically handed over to the courier within the stipulated 72-hour timeframe. Delays in dispatch are the customer's responsibility and may result in cancellation of the return approval.
Return approval is not final refund approval: Approval only authorizes the customer to initiate the return process. A refund remains subject to timely dispatch, receipt of the product, inspection, and compliance with all conditions of this policy.
Do Not Send Returns Without Authorization: Customers must not send any product to Surgismart unless the return or exchange has been approved and return instructions have been provided by Surgismart. Any parcel sent without prior authorization may be refused, returned to the customer, or held for customer collection at the customer's cost.
4. Return Charges & Refund Deductions
For eligible scrub suit returns 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 available only for eligible Surgismart scrub suit products and are subject to stock availability.
Scrub suit size or variant exchange:
• The customer must self-ship the scrub suit 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 and inspect the original scrub suit.
• The full exchange process takes approximately 7–10 working days.
Exchange Limit: Each eligible order is entitled to a maximum of one customer-requested size or variant exchange. Once an exchange has been completed, further size, fit, colour, variant, preference, or change-of-mind requests for the same order will not be accepted.
Completed Exchange: Once an exchange has been processed and the replacement product has been dispatched or delivered, the original exchange request is considered completed. The customer cannot subsequently convert the completed exchange into a return or request a refund for the same order unless the product qualifies under Section 6 of this policy.
All other products:
Medical, healthcare, orthopaedic and other non-scrub products are not eligible for size, fit, variant or preference exchanges. This includes foot-drop splints and similar products. This restriction is applied uniformly to all customers and orders.
Wrong item sent by Surgismart:
• Where an incorrect product is supplied by Surgismart, the matter will be handled under Section 6 of this policy.
⚠ Surgismart does not arrange pickup for customer-requested scrub size or variant exchanges. The customer is responsible for self-shipping the eligible scrub suit.
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. Partial COD (Cash on Delivery) Advance Payment
For orders placed with Cash on Delivery, a partial advance amount (currently ₹99) is collected online at the time of order placement to confirm the order and reduce failed or fraudulent delivery attempts. The remaining balance is collected at the time of delivery.
• The advance amount is adjusted against the final order value and is not an additional charge.
• If the order is delivered and accepted, the advance is simply part of the total amount paid — no separate action is needed.
• If the order is refused at the time of delivery, cancelled after dispatch, or returned due to an incorrect address or non-availability of the customer, the advance amount is non-refundable, as it covers processing and delivery costs already incurred by Surgismart.
• If the order is cancelled before dispatch, the advance amount will be refunded in full to the original payment method within 7 working days.
⚠ This advance amount is charged solely to confirm genuine orders and does not affect your right to a refund on defective, damaged, or incorrectly supplied products, which is handled under Sections 4 and 6 of this policy.
8. Order Cancellations
• Orders can be cancelled only before dispatch.
• Once shipped, cancellation is not possible. The return policy will apply.
9. 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.
• All customer-requested return parcels must be physically handed over to the courier within 72 hours of Surgismart providing return instructions, as specified in Section 3. Parcels sent after this deadline may not be eligible for return or refund processing.
• Customers are responsible for ensuring that all products and applicable promotional items approved for return or exchange are securely packed and included in the return parcel. Surgismart will process the return only for the products actually received and verified at our warehouse.
• If any item, component, accessory, promotional item, or product included in the approved return is missing from the returned parcel, Surgismart may reject the affected return/exchange or adjust the eligible refund amount accordingly.
• Customers are advised to record a continuous video while packing the approved return parcel, clearly showing the products being placed inside the package and the package being sealed. This may be requested by Surgismart if there is a discrepancy regarding missing, damaged, or incorrect contents.
• Receipt or delivery of a return parcel at the Surgismart warehouse does not by itself constitute acceptance of the return or create an obligation to issue a refund. Every returned parcel remains subject to verification and inspection against the approved return request and the conditions of this policy.
• Where a return is rejected or a parcel is received outside the permitted return process, the customer may collect the parcel from the Surgismart warehouse. If the customer requests shipment of the parcel back to them, applicable shipping charges must be paid by the customer in advance.
• Rejected or unclaimed return parcels should be collected or arranged for return shipment within 30 days of notification. After this period, Surgismart may take appropriate action regarding the parcel as permitted by applicable law.
10. 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.
• All return, refund, and exchange approvals, instructions, deadlines, and exceptions must be confirmed through Surgismart's designated written customer-support channels. Verbal discussions or telephone calls do not modify this written policy unless expressly confirmed by Surgismart in writing.
• Repeated or escalated concerns may be directed to surgismartindia@gmail.com for senior review.
11. 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 |
