Overview
We want customers to receive instruments that meet their requirements. Returns may be accepted in limited circumstances and only when the conditions below are met. Returns are not unconditional, and approval is required before any item is sent back to us.
Cash refunds are available only for eligible returns requested within fifteen (15) days of confirmed delivery. After that period, cash refunds are not offered. Where an issue remains eligible, we may offer a replacement or another appropriate resolution instead of a refund.
Eligibility for Returns
- The return request must be submitted within fifteen (15) days of confirmed delivery for a cash refund to be considered.
- The item must be unused, complete, and in the same undamaged condition as when delivered.
- Original packaging, labels, and accompanying components should be included where reasonably possible.
- The product must not show signs of use, installation, sterilization, modification, or mishandling.
- A valid proof of purchase or order reference must be provided.
- The return must be pre-approved in writing by our sales team before shipment back to us.
Items That Are Not Eligible for Return or Refund
- Products that are damaged, used, altered, improperly stored, or otherwise not in resalable condition.
- Items returned without prior approval or outside the approved return window.
- Products missing components, markings, or documentation that affect identification or resale.
- Custom-manufactured, private-label, engraved, or made-to-order products, except where required by applicable law or where we confirm a manufacturing error on our part.
- Items affected by normal wear, improper cleaning, or use contrary to standard surgical-instrument handling practices.
- Products where damage arose after delivery due to handling, storage, or use by the customer or third parties.
Defective, Incorrect, or Missing Items
If you believe an item is defective, incorrect, or missing from your shipment, contact us promptly with your order number, product details, and supporting photographs where available. We will review the case and advise whether a return, replacement, credit, or other resolution is appropriate.
For issues reported after the fifteen (15) day cash-refund window, replacement or repair may be considered where appropriate, but a cash refund will not be issued unless we are required to do so by law.
How to Request a Return
- Email sales@mubdisurgicalinstruments.com or contact us through your usual Mubdi sales channel within the applicable time frame.
- Include your order number, invoice or delivery reference, product name, quantity, and reason for the request.
- Provide clear photographs of the product and packaging if the request relates to damage, defect, or a discrepancy.
- Wait for written return authorization and instructions before sending any goods back to us.
- Ship approved returns using a traceable service and retain proof of dispatch.
Return Shipping
Unless we confirm otherwise in writing, the customer is responsible for return shipping costs and any associated export, import, or customs charges on returned goods.
We may specify the return destination, required documentation, and packaging standards. Returns sent without authorization or to an incorrect address may be refused or delayed.
Risk of loss for return shipments remains with the sender until the goods are received and accepted at our designated facility.
Inspection and Approval
All returned items are subject to inspection upon receipt. Approval of a return does not guarantee that a refund or replacement will be issued until the product condition and eligibility have been verified.
If a returned item does not meet the conditions of this policy, we may decline the return, issue a partial credit at our discretion, or return the item to the customer, and any associated costs may be charged to the customer.
Refunds
Approved cash refunds are issued only for eligible returns requested within fifteen (15) days of confirmed delivery and only after inspection confirms that the product qualifies under this policy.
Refunds are made to the original payment method where practicable. Processing times vary depending on the payment provider, bank, or intermediary involved and may take several business days after approval.
Shipping charges, duties, taxes, bank fees, and other third-party costs are generally non-refundable unless we agree otherwise in writing or applicable law requires otherwise.
Replacements After the Refund Window
After the fifteen (15) day cash-refund period, eligible quality or fulfillment issues may be addressed through replacement, repair, or warranty review as appropriate. Cash refunds will not be provided solely because a request is made after that period.
Custom and Made-to-Order Products
Instruments manufactured to customer drawings, specifications, branding, or order-specific requirements are generally not eligible for return or cash refund unless we confirm a manufacturing defect or an error attributable to Mubdi. Such cases are reviewed individually.
Contact
For return or refund questions, contact Mubdi Surgical Instruments at sales@mubdisurgicalinstruments.com. Please include your order details so we can respond efficiently.