We want you to be satisfied with every order. This policy explains when an order can be cancelled, when an item can be returned, and how and when refunds are paid. It applies to orders placed through this website.
Cancelling an order
- You may cancel an order by contacting us as soon as possible after placing it. We can normally cancel while the order is still being prepared.
- Once an order has been handed to our supplier or courier for dispatch, it can no longer be cancelled. In that case, please follow the returns process below after the item arrives.
- An approved cancellation is refunded in full, including any shipping charge collected.
Damaged, defective or incorrect items
- Please inspect your delivery on arrival. Damaged, defective, short-shipped or incorrect items must be reported to us on the day the shipment is received. Photographs of the item and the outer packaging help us resolve the claim quickly.
- Keep the original packaging until the claim is settled — couriers and manufacturers require it to accept a damage claim.
- Once we have verified the issue, we will replace the item or refund it, whichever you prefer and whichever is available.
- If a product is materially different from its description or images on this website, tell us on the day of delivery and we will arrange a return at our cost.
Items covered by a manufacturer warranty
Some instruments carry a warranty from their manufacturer. For faults that appear after delivery, contact us and we will help you raise the claim with the manufacturer, or handle it on your behalf where we are able to.
Items we cannot accept back
- Made-to-order, customised, and specially imported items, unless they arrive damaged or defective.
- Consumables and sterile items whose seal has been opened.
- Items damaged by misuse, incorrect installation, or normal wear after use.
How refunds are paid
- Approved refunds are issued to the original payment method — we do not pay refunds to a different account.
- We approve or decline a claim within 7 business days of receiving it (or of receiving the returned item, where a return is required).
- Once approved, the refund is initiated immediately and typically reaches your account within 10 business days, depending on your bank or card issuer.
- Online payments are refunded through our payment gateway, Cashfree Payments. We will send you the refund reference once it is initiated.
How to raise a cancellation, return or refund request
Contact us by phone or email using the details below, or through the contact form, quoting your order number and the product name. A member of our team will confirm the next steps in writing.
Delivery timelines and shipping charges are covered separately in our Shipping & Delivery Policy.