Return & Refund Policy
Official IB Surgical Return, Replacement & Refund Policy
At IB Surgical, uncompromising metallurgical precision and surgical trust stand at the core of everything we engineer. We understand that medical, dental, and veterinary specialists require tools of impeccable reliability. If any product falls short of your expectations or arrives damaged in transit, our return and refund policy ensures an expedited, transparent, and fair resolution.
⭐ Sterile Integrity & Clinical Safety Notice: In strict compliance with international medical regulations (ISO 13485:2016 and CE Directives), returned items must be unused, un-autoclaved, and in their original tamper-evident barrier packaging with all silicone jaw protectors intact. Instruments that have entered a sterile operating theatre or clinical environment cannot be restocked.
Return Eligibility & Claim Settlement Matrix
Review the table below for detailed eligibility criteria, resolution timeframes, and shipping fee responsibility for every return scenario:
| Claim Category | Reporting Window | Resolution Action | Return Freight Cost | Settlement Speed |
|---|---|---|---|---|
| 🛡️ Defective or Flawed Instrument | Within 15 days of delivery | ✓ Free Replacement or 100% Refund | Paid by IB Surgical | ⚡ 24–48 Hours |
| 📦 Shipping Transit Damage | Within 48 hours of receipt | ✓ Priority Express Reshipment | Paid by IB Surgical | ⚡ Immediate Dispatch |
| 🔄 Incorrect SKU / Mis-Shipped Item | Within 15 days of delivery | ✓ Correct Item Air Expressed | Paid by IB Surgical | ⚡ 24 Hours |
| 🏷️ Unopened Standard Catalog Return | Within 15 days of delivery | ✓ Product Refund or Account Credit | Customer / Facility | 5 – 7 business days |
| 🛠️ Custom Laser-Branded & OEM Sets | Pre-Production Approved | Defects Covered Only | Covered if Defective | QA Engineering Review |
* Note: Returned merchandise must be accompanied by an authorized RMA (Return Merchandise Authorization) number issued by our customer service department.
Simple 3-Step Return & Replacement Procedure
We have streamlined the return process to ensure minimal downtime for your operating room or clinical facility:
Submit Your Request
Email info@ibsurgical.com or message our WhatsApp desk at +92 311 1333303. Please include:
- Your Order ID & Invoice number
- Photos of the instrument jaw/tip/issue
- Brief description of the defect or discrepancy
QA Review & RMA Issued
Our biomedical engineering and QA team assesses your claim within 24–48 hours:
- RMA (Return Authorization) number generated
- Prepaid return shipping label provided (if defective)
- Clear packaging and dispatch instructions
Replacement or Refund
Upon physical intake or video verification, we finalize the resolution:
- Replacement: Expedited via DHL/FedEx priority air
- Refund: Credited to original card/wire within 5–7 days
- Confirmation email with receipt sent immediately
Hospital & Clinical Return Standards
To uphold international infection control protocols and protect logistic handlers, all returns must satisfy the following safety parameters:
Instruments must remain in unopened factory polyethylene pouches with silicone tip guards in place to prevent blade damage.
Under no circumstances will instruments exposed to bodily fluids, surgical debris, or hospital autoclaving cycles be accepted.
Outer box labels and laser-etched batch identifiers must remain intact for ISO 13485:2016 traceability verification.
Pack returned instruments in a rigid carton with bubble wrap. Do not ship delicate precision forceps or scissors in standard paper envelopes.
Global Returns & Quality Intake Facility
All physical return shipments must be dispatched exclusively to our global manufacturing headquarters and central inspection depot:
IB Surgical – Returns & QA Intake Department
Unit 107 Ikram plaza near kfc kashmir raod
Sialkot, 51310 Punjab, Pakistan
⚠️ Mandatory RMA Labeling
Clearly write your RMA Number on the exterior carton label. Parcels arriving without a designated RMA reference cannot be identified by dock scanners and may experience significant processing delays.
100% Customer Satisfaction & Quality Guarantee
Have questions about an instrument, need to verify an RMA status, or require a priority replacement for an upcoming surgical procedure? Our specialized medical support team is ready to assist you.