Refund & Return Policy

Last Updated: April 2026

SalarSurgicals Pvt. Ltd. ("SalarSurgicals," "Company," "we," "us") is committed to delivering surgical instruments of the highest quality. This Refund and Return Policy outlines the terms and conditions under which returns, replacements, and refunds are handled for our business-to-business (B2B) customers. By placing an order with us, you agree to the terms set forth in this policy.

As a B2B manufacturer and exporter, our return and refund policies differ from consumer retail policies. We encourage all buyers to carefully review this policy before placing an order.

1. Quality Guarantee

We stand behind the quality of every instrument we manufacture. Our quality guarantee covers the following:

• Material Quality: All instruments are manufactured from premium-grade stainless steel or other specified materials and are free from material defects at the time of delivery.
• Workmanship: Every instrument is manufactured to the agreed specifications and has undergone multi-point quality inspection per our ISO 13485:2016 quality management system.
• Functional Performance: All instruments are tested for proper function (cutting, clamping, gripping, locking, etc.) before shipment.
• Conformity: Products conform to the specifications, dimensions, and tolerances agreed upon in the order confirmation or approved sample.

Our quality guarantee is valid for a period of twelve (12) months from the date of delivery, covering defects in materials and workmanship under normal use and proper handling conditions.

2. Defect Claims Process

If you discover a quality defect or non-conformity in products received from us, please follow the claims process outlined below:

Step 1: Notification

Notify us of any defect or non-conformity in writing within fourteen (14) business days of receiving the shipment. Notifications should be sent to info@salarsurgicals.com with the subject line "Quality Claim — [Your Order Number]."

Step 2: Documentation

Your claim notification must include the following information:

• Order number and invoice number.
• Detailed description of the defect or non-conformity.
• Quantity of affected items.
• Clear photographs showing the defect (close-up and full instrument views).
• Comparison with the approved sample or agreed specifications (if applicable).

Step 3: Evaluation

Our quality assurance team will evaluate your claim within five (5) business days of receiving the complete documentation. We may request additional information, photographs, or the return of sample defective items for physical inspection. Shipping costs for returned samples will be covered by the Company if the claim is found to be valid.

Step 4: Resolution

Upon validation of the defect claim, we will offer one of the following resolutions at our discretion, in consultation with the Buyer:

• Replacement: We will manufacture and ship replacement instruments for the defective items at no additional cost to the Buyer. Replacement shipments are typically dispatched within 15-20 business days.
• Credit Note: A credit note for the value of the defective items, applicable to a future order.
• Partial Refund: A refund for the defective items, calculated at the unit price specified in the original invoice.
• Full Refund: In cases where the entire shipment is found to be defective or non-conforming, a full refund of the invoice value may be issued.

3. Return Conditions

Returns are accepted only under the following conditions:

• The products have a verified manufacturing defect or do not conform to the agreed specifications.
• The claim was reported within fourteen (14) business days of delivery.
• The products are in their original, unused condition (unless the defect was discovered during use).
• The products have not been modified, altered, re-processed, or re-sterilized after delivery.
• The return has been pre-authorized by our quality assurance team with a Return Authorization Number (RAN).

Return Shipping

If a return is authorized, the Buyer must ship the defective products to our facility at the address we provide. For validated claims, the Company will reimburse reasonable return shipping costs upon receipt and verification of the returned goods. Products must be securely packaged to prevent damage during return transit.

4. Custom OEM Orders — No Returns

To protect both parties, we offer a comprehensive sampling and approval process for all custom orders. The Buyer has the opportunity to evaluate and approve physical prototypes before production commences. Once production approval is given in writing, the order is considered final.

5. Exclusions

The following situations are not covered by our return and refund policy:

• Damage caused by improper use, mishandling, negligence, or unauthorized modification.
• Normal wear and tear resulting from regular use of the instruments.
• Damage resulting from improper sterilization methods or use of incompatible cleaning agents.
• Damage occurring during transit (see our Shipping Policy for transit damage claims).
• Claims submitted after the fourteen (14) business day notification period.
• Products returned without a pre-authorized Return Authorization Number (RAN).
• Minor cosmetic variations that do not affect functionality, including slight differences in finish or color that are within normal manufacturing tolerances.
• Discrepancies arising from the Buyer's failure to provide accurate specifications or approve samples correctly.

6. Refund Processing

Approved refunds will be processed within fifteen (15) business days of claim resolution. Refunds will be issued via the same payment method used for the original transaction (wire transfer or L/C), unless otherwise agreed. Refund amounts will be calculated based on the unit prices in the original commercial invoice. Shipping charges, customs duties, and bank transfer fees are non-refundable unless the Company is at fault for the defect.

7. Shortage and Mismatch Claims

If you receive a shipment with a quantity shortage or incorrect items, please notify us within seven (7) business days of delivery. Your notification must include:

• The order number and packing list reference.
• Description of the shortage or mismatch.
• Photographs of the items received and packaging.

Upon verification, we will ship the missing or correct items at no additional cost to the Buyer, typically within 10-15 business days.

8. Dispute Resolution

In the event that a quality claim or refund request cannot be resolved through our standard claims process, either party may escalate the matter through the following dispute resolution procedure:

1. Senior Management Review: The dispute will be escalated to senior management of both parties for resolution within fifteen (15) business days.
2. Independent Third-Party Inspection: Either party may request an independent quality inspection by a mutually agreed third-party inspection agency (such as SGS, Bureau Veritas, or Intertek). The cost of the inspection shall be borne by the party found to be at fault. If mutual responsibility is determined, costs shall be shared equally.
3. Mediation: If the dispute remains unresolved, either party may refer the matter to mediation under the rules of the International Chamber of Commerce (ICC).
4. Arbitration: As a final resort, the dispute shall be submitted to binding arbitration in accordance with the ICC Arbitration Rules. The arbitration shall be conducted in English, with the seat of arbitration in Lahore, Pakistan. The decision of the arbitral tribunal shall be final and binding on both parties.

9. Governing Law

This Refund and Return Policy shall be governed by and construed in accordance with the laws of the Islamic Republic of Pakistan. The United Nations Convention on Contracts for the International Sale of Goods (CISG) shall apply to the extent relevant.

10. Policy Updates

We reserve the right to modify this Refund and Return Policy at any time. Changes will be effective upon posting to our website. The policy in effect at the time of order placement shall govern that transaction. We encourage all buyers to review this policy before placing each order.

11. Contact Us

For all quality claims, return requests, and refund inquiries, please contact our quality assurance team:

We aim to acknowledge all claims within two (2) business days and provide a full resolution within ten (10) business days.