Refund policy

Return & Refund Policy

Effective Date: June 13, 2026

At BilMed, we stand behind the precision, quality, and craftsmanship of our products. We understand that medical and clinical procurement requires absolute confidence. If you are not completely satisfied with your purchase, we are here to help make it right with a straightforward, transparent return process.

1. Return Timeframe & Eligibility Criteria

To qualify for a return, items must meet the following criteria to ensure medical and clinical safety compliance:

  • Timeframe: Return requests must be initiated within [X DAYS, e.g., 30 days] from the date of delivery.

  • Condition: Items must be completely unused, unaltered, and in the exact condition you received them.

  • Packaging: Products must remain in their original packaging, and all factory/sterile seals must be completely unbroken.

  • Documentation: A valid proof of purchase (such as your order number, invoice, or receipt) is required to process your request.

2. Non-Returnable Items

To maintain strict healthcare, hygiene, and safety standards, certain items cannot be returned under any circumstances:

  • Any instrument or product where the sterile packaging or factory seal has been broken or tampered with.

  • Custom-engineered, engraved, or specially manufactured instruments made to your facility's unique specifications.

  • Items marked as "Final Sale" or clearance at the time of purchase.

3. Damaged, Defective, or Incorrect Items

We take immense pride in our quality control, but if an item arrives damaged during transit or exhibits a manufacturing defect, we will rectify it immediately at no cost to you.

  • Please inspect your shipment immediately upon arrival.

  • Report any issues to us at [EMAIL ADDRESS] within [X DAYS, e.g., 5 days] of delivery.

  • Please include your order number and clear photographs of the damage or defect.

  • Once verified, we will issue a prepaid shipping label and prioritize dispatching a brand-new replacement to your facility.

4. Exchange Options

We understand that clinical requirements can change. If you mistakenly ordered the wrong size, specification, or instrument model:

  • We offer exchanges for any eligible, unopened items within our standard [X DAYS] return window.

  • The fastest way to secure an exchange is to contact us to initiate a return on your original item, and then place a new order for the correct item on our website.

5. Return Shipping Costs

  • Customer Responsibility: For standard returns or exchanges (e.g., buyer's remorse, accidental orders), the customer or institution is responsible for paying the return shipping costs.

  • Shipping Recommendation: Because of the high value of professional surgical equipment, we strongly recommend using a trackable shipping service (like UPS, FedEx, or DHL) and purchasing shipping insurance. We cannot guarantee or issue refunds for items that are lost or damaged while in transit back to our warehouse.

  • Our Responsibility: If the return is due to our error (defective, damaged, or incorrect item), BilMed covers 100% of the return shipping costs via a prepaid label.

6. Refund Process & Timing

Once your return package is delivered to our inspection facility, our quality control team will verify that the items meet our eligibility criteria.

  • Notification: We will send you an email to notify you that we have received your returned item and whether your refund has been approved or rejected.

  • Processing Time: Approved refunds will be processed immediately. A credit will automatically be applied to your original method of payment within [REFUND PROCESSING TIME, e.g., 5 to 7 business days].

  • Late or Missing Refunds: If you haven’t received your refund after the stated processing time, please first check your bank account or contact your credit card company, as it often takes some administrative processing time before a refund is officially posted. If you've done this and still have not received your refund, please reach out to us.

7. How to Initiate a Return

Do not mail items back to us without prior authorization, as they will not be accepted. To start a return:

  1. Contact our support team at [EMAIL ADDRESS] with your order number and the details of the items you wish to return.

  2. If approved, we will issue a Return Merchandise Authorization (RMA) number along with detailed instructions on where to ship your package.

If you have any questions regarding your order or supply chain adjustments, please don't hesitate to reach out to our dedicated team at [EMAIL ADDRESS].