This policy explains how Tetrabro Surgical handles returns, replacements and credits for surgical instruments supplied to hospitals, distributors and trade customers. Because most of our orders are made in bulk, to specification or under private label, our policy is designed around careful inspection and fast resolution of genuine problems.
01Scope of This Policy
This policy applies to instruments ordered from Tetrabro Surgical through this website, by email, by WhatsApp or through a confirmed quotation. Specific terms agreed in a written quotation, proforma invoice or supply contract take priority over this page.
02Inspection on Delivery
Please inspect every shipment as soon as it arrives. If you find transit damage, missing items or instruments that do not match your order, let us know within 7 days of delivery and include:
- your order or invoice number;
- the article numbers and quantities affected;
- clear photos of the instruments, the packaging and the shipping label.
Reports received after this period may still be reviewed, but we cannot guarantee a replacement or credit.
03Manufacturing Defects
Every instrument is inspected before dispatch. If an instrument shows a defect in material or workmanship under normal, correct use and reprocessing, we will examine it and, where the defect is confirmed, replace the instrument or issue a credit for it. Examples of manufacturing defects include faulty joints, misaligned jaws or tips, cracks, and corrosion that is not caused by incorrect cleaning or sterilisation.
The following are not treated as manufacturing defects:
- normal wear, dulling of cutting edges and damage from misuse or dropping;
- staining or corrosion caused by unsuitable detergents, hard water, saline exposure or skipped drying;
- instruments that have been modified, re-ground or repaired by a third party.
04Custom, OEM and Private Label Orders
Instruments made to your design, marked with your logo or packed under your brand are produced specifically for you. These orders cannot be returned or cancelled once production has started, except where an instrument has a confirmed manufacturing defect or does not match the approved sample or specification.
05Standard Catalogue Instruments
For standard catalogue instruments that are unused, in their original packaging and in resaleable condition, a return for reasons other than a defect may be accepted by prior agreement. Any such return is at the buyer’s cost and may be subject to a restocking charge, which we will confirm before you send the goods.
06How to Request a Return
- Contact us by email at info@tetrabrosurgical.com or on WhatsApp at +92 316 7299101 with the details listed above.
- Our team will review your report, usually within two working days, and confirm the next step.
- If a return is needed, we will issue a return authorisation with shipping instructions. Please do not send goods back without this authorisation, as unannounced parcels may be delayed or refused.
- Returned instruments must be cleaned and decontaminated before shipping and packed securely.
07Replacements, Credits and Refunds
Once a returned instrument has been received and checked, we will send a replacement with your next shipment or by separate dispatch, or issue a credit note against a future order. Where a refund is agreed, it is made to the original payment method or by bank transfer, in the currency of the original invoice.
08Shipping Costs
Where a defect or an error on our side is confirmed, Tetrabro Surgical covers the reasonable cost of returning the instrument and sending the replacement. In all other cases, return shipping, duties and taxes are paid by the buyer.
09Contact Us
For any question about this policy, please contact Tetrabro Surgical, Near Small Industrial Estate, Sialkot, Pakistan, by email at info@tetrabrosurgical.com or on WhatsApp at +92 316 7299101.