At Brass Surgico, we stand firmly behind the quality of every instrument we craft. Each piece passes through careful inspection before it reaches you, because we know that in surgical and medical work, precision and reliability are everything. Still, we understand that occasionally things don’t go as planned — and if you’re ever not completely satisfied with your order, we’re here to make it right. This Return Policy explains how returns, replacements, and refunds work, written clearly and honestly so you always know where you stand.

Last updated: 26-Aug-2026

Our Commitment to You

Your confidence matters to us long after your order is placed. We want every customer — whether a hospital, distributor, or independent practitioner — to feel secure knowing that we treat every concern fairly and promptly. If an instrument arrives damaged, defective, or not as described, we will work with you to resolve it quickly and respectfully.

Eligibility for Returns

To keep the process smooth for everyone, returns are accepted when the following conditions are met:

• The item is unused, unsterilized, and in its original condition, with all original packaging intact.
• The return request is made within [7–14] days of receiving your order.
• You can provide proof of purchase, such as your order number or invoice.

Because our products are surgical and medical instruments, hygiene and safety are paramount. For this reason, used, sterilized, or customized instruments cannot be returned unless they are found to be defective or faulty. We’re sure you understand this is to protect the safety of every customer.

Damaged, Defective, or Incorrect Items

We take great care in inspecting and packing every order, but if something isn’t right, the responsibility is ours to fix. If your order arrives damaged, defective, or incorrect, please contact us within [48 hours to 7 days] of delivery. To help us resolve it as quickly as possible, kindly share:

• Your order number,
• A clear description of the issue, and
• Photographs of the item and its packaging.

Once we’ve reviewed the details, we’ll arrange a replacement, repair, or refund — whichever works best for you.

Our Craftsmanship Guarantee

Every Brass Surgico instrument is made to meet high standards of quality and durability. If you discover a genuine manufacturing defect, we will gladly repair or replace the item at no additional cost to you. This guarantee reflects our pride in what we make and our commitment to the professionals who rely on our tools every day.

How to Request a Return

Starting a return is simple. Just follow these steps:

1. Contact our team using the details below, with your order number and reason for return.
2. Wait for confirmation — we’ll review your request and provide return instructions along with the correct return address.
3. Ship the item back securely in its original packaging, ensuring it’s well protected during transit.

Please note that returns sent without prior approval may not be accepted, so it’s always best to reach out to us first.

Refunds

Once we receive and inspect your returned item, we’ll notify you of the outcome. If your refund is approved, it will be processed through your original payment method within [7–14] business days. Please keep in mind that international banking and payment providers may take additional time to reflect the amount in your account. For orders paid via bank transfer or money-transfer services, we’ll coordinate the refund details with you directly.

Return Shipping Costs

If the return is due to our error — such as a damaged, defective, or incorrect item — we will cover the return shipping costs. For returns due to a change of mind or ordering error on the customer’s side, the return shipping cost is the customer’s responsibility. We’ll always be transparent about any costs before you proceed.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible. Orders that have not yet been dispatched can usually be cancelled and fully refunded. Once an order has been processed or shipped, it will fall under the standard return conditions described above.

Here to Help

We know returns and refunds can feel stressful, especially across borders — so we promise to make the process as smooth and human as possible. If you have any questions or need guidance at any stage, our team is only a message away and genuinely happy to help.

Brass Surgico
Email: info@brasssurgico.com
Phone: +92 346 6053424
Address: Muhammad Pura – Paris Road, Sialkot 51310, Pakistan

Your satisfaction and safety are at the heart of everything we do — and we’ll always do our best to earn and keep your trust.