At NJ Medical Instruments, we manufacture and supply surgical, dental, ENT, orthopedic, and cosmetic surgery instruments to healthcare professionals, distributors, and institutions worldwide. We stand behind the quality of every instrument we ship. This policy explains how returns, exchanges, and refunds work.

1. Our Guarantee

Every instrument is inspected for craftsmanship and quality before dispatch. If you receive an item that is defective, damaged in transit, or not what you ordered, we will make it right through a replacement, repair, or refund.

2. Return Eligibility

To be eligible for a return, your request must meet the following conditions:

  • The request is made within 7 days of the delivery date.
  • The item is unused, unsterilized, and in its original packaging with all tags/labels intact.
  • You provide your order number and, where applicable, photos or video of the issue.
  • The item is not one of the excluded categories listed below.

3. Non-Returnable Items

Due to the hygiene and sterility nature of medical and surgical instruments, the following cannot be returned or exchanged once delivered, except in cases of manufacturing defect or shipping damage confirmed by our quality team:

  • Instruments that have been used, sterilized, or show signs of handling beyond inspection
  • Custom-branded, engraved, or made-to-order instruments and sets
  • Bulk/wholesale orders placed under a custom quote or purchase agreement
  • Clearance or final-sale items marked as non-returnable at checkout

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered:

  1. Contact us within 48 hours of delivery at info@njmedicalinstruments.com or via WhatsApp.
  2. Include your order number, clear photos/video of the item and packaging, and a brief description of the issue.
  3. Our team will review and respond within 2–3 business days with a resolution: replacement, repair, or refund.

We cover return shipping costs only when the return is due to our error (defect, damage, or wrong item shipped).

5. Requesting a Return

  1. Email info@njmedicalinstruments.com with your order number and reason for return, or use our Contact Us page.
  2. Wait for our team to confirm eligibility and provide a return authorization and shipping instructions. Please do not send items back without prior authorization.
  3. Pack the item securely in its original packaging.
  4. Ship to the address provided in your return authorization.

6. Refunds

  • We will notify you by email of the approval or rejection of your refund.
  • Approved refunds are processed to your original payment method within 7–10 business days.
  • Depending on your bank or card provider, it may take additional time to appear on your statement.
  • Original shipping charges are non-refundable unless the return is due to our error.

7. Exchanges

We only replace items if they are defective, damaged, or incorrect. If you need a different size, variant, or instrument, please place a new order and contact us regarding the return of the original item.

8. Cancellations

Orders can be cancelled free of charge before they are dispatched. Once an order has shipped, it is subject to this Return & Refund Policy. Custom or bulk orders may not be cancellable once production has started — this will be confirmed at the time of order.

9. International Orders & Customs

For international shipments, the customer is responsible for any customs duties, taxes, or import fees. Returns from outside Pakistan are handled on a case-by-case basis — please contact us before shipping anything back.

10. Bulk & Wholesale Orders

Institutional, hospital, and distributor bulk orders are subject to the terms agreed upon in the sales quote or purchase agreement. Please refer to your order confirmation or contact our sales team for specific terms.

11. Contact Us

For any questions about returns, refunds, or exchanges:

  • Email: info@njmedicalinstruments.com
  • WhatsApp: +49 152 14320290 / +44 7300 603689 / +92 333 8733922
  • Address: Block # 4, Small Industrial Estate, Sialkot 51310, Pakistan