Return & Replacement

At EPISURG, we are committed to providing the highest quality products and services to our valued customers. However, we understand that sometimes returns and replacements are necessary. To ensure a smooth and hassle-free experience, we’ve established a clear and comprehensive Return & Replacement Policy. Here’s everything you need to know about our process, so you can shop with confidence.

Why We Have a Return & Replacement Policy

Our Return & Replacement Policy is designed to protect your investment and provide peace of mind. Whether you’re dealing with a product defect, a shipping error, or simply need to return an item for other reasons, we’ve got you covered. Our policy ensures that you receive the product you ordered in perfect condition, and if there’s ever an issue, we’re here to make it right.

When Can You Return a Product?

You can return a product if it meets the following conditions:

1. Unused and in Original Packaging: The item must be in its original, unused condition and packaging.
2. Within 30 Days of Purchase: Returns must be made within 30 days of the date on our invoice.
3. Agreement from EPISURG: Before returning any product, you must obtain agreement from EPISURG. This is to ensure that the return is valid and processed efficiently.

How to Return a Product

To initiate a return, you must first contact us to explain the reason for the return. Once we have agreed to accept the return, we will provide you with the necessary instructions. It’s important to follow these guidelines carefully to avoid any delays in processing your return:

• Include the Original Sales Invoice: Always include the original invoice with the returned items, as it is required by Pakistani customs.
• Shipping Method: The method of return shipment must be agreed upon with EPISURG. This ensures that the products are returned safely and without additional issues.
• Condition of Products: Ensure that the items are returned unused, in original packaging, and in claim condition.

Replacement Process

If a product is found to be defective or incorrect, EPISURG will replace it at no additional cost. Our QA department will carefully inspect the returned product to confirm the issue, which may take up to 15 working days or longer in special cases. Once confirmed, we will ship the replacement product to you promptly.

Non-Returnable Products

Certain products are non-returnable under our policy:

• Discontinued Products: Items that are no longer in production.
• Used, Repaired, or Modified Products: Items that have been used, damaged, or altered in any way.
• Custom Made Instruments: Products that have been custom-made to your specifications.
• Products Returned After 30 Days: Items that are not returned within the specified 30-day period.
• Incomplete Products or Sets: Items that are returned incomplete.

Handling Discrepancies and Shortages

If you notice any discrepancies or shortages in your shipment, it’s crucial to report them to us within 10 working days of receipt. Claims reported after this period will not be considered. Once agreed upon, EPISURG will supply the missing product free of charge. Please note that no cash credit will be issued for discrepancies or shortages.

Furthermore you can read our company policy here and claim you Guarantee / Warrantee here.

Conclusion

At EPISURG, customer satisfaction is our top priority. Our Return & Replacement Policy is in place to ensure that you are fully satisfied with every purchase. We strive to make the process as simple and straightforward as possible, so you can focus on what matters most – your work. If you ever need to return or replace a product, rest assured that we are here to assist you every step of the way.

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