At Civil Surgical, your family’s health and safety are our highest priorities. To maintain strict clinical hygiene standards while ensuring you receive fully functional devices, we have established a clear, transparent return policy.
15-Day Standard Returns
If you change your mind or order the wrong device, we gladly accept returns within 15 days of delivery under the following strict conditions:
- The item must be 100% factory-sealed and completely unopened.
- The packaging must be in its original, pristine condition without any tears, marks, or missing labels.
- Once a medical device box is opened or the warranty seal is broken, it cannot be returned for a refund due to strict health and safety regulations.
Defective or Damaged Claims
Every single device is rigorously pre-tested, calibrated, and visually verified by our team before it is bubble-wrapped and dispatched. Because we ensure the exact working condition of the item when it leaves our facility, claims for defective items require specific verification:
- You must provide a clear, uncut unboxing video showing the sealed parcel being opened and the defect in question.
- Clear photographic proof of the device, the box’s serial number, and the original courier flyer is required.
- Upon reviewing your proof against our dispatch records, if a manufacturing defect or transit damage is confirmed, we will authorize an immediate replacement.
Non-Returnable Items
For strict hygiene and safety reasons, the following items are absolutely non-returnable once dispatched, unless proven defective upon arrival:
- Blood glucose test strips and lancets.
- Opened nebulizer masks, tubes, or respiratory accessories.
- Worn orthopedic supports, belts, or braces.
How to Initiate a Request
- Step 1: Send a direct message to our official WhatsApp support number featuring your exact Order ID.
- Step 2: Clearly state whether you are requesting a sealed return or a defective replacement claim.
- Step 3: Attach your required unboxing video and photographic proof.
- Step 4: Our clinical support team will review your claim within 24 business hours and provide the exact return address and courier instructions.