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.
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.
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.
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.
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.
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.
• 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 |