Grey Medical supplies surgical instruments to surgeons, clinics, hospitals and distributors for professional use.

Grey Medical is responsible for the personal information it collects and uses for the activities described in this policy.

Our offices

Pakistan — Registered address & factory
Kingra Road Nizam Pura Ban Phhatak, Sialkot 51310, Pakistan
+92 306 486 6584

United Kingdom office
28 Cranbrook Avenue, Hull, HU6 7SN, United Kingdom
+44 7520 655134

France office
121 Rue Manin, 75012 Paris, France
+33 6 44 65 58 80

Australia office
28 Railway Parade, Granville NSW, Australia
+61 480 009 490

Privacy contact: [email protected]
Customer support: [email protected]
Phone: +92 306 486 6584
Website: grey-medical.com

Our authorised team handles privacy requests, with oversight and access available to the business owner.

We use personal information to:

• Respond to enquiries and provide product information.
• Process orders and payments.
• Arrange delivery and customs clearance.
• Communicate order updates and resolve delivery issues.
• Handle cancellations, returns, refunds and warranty requests.
• Provide customer support, including through our AI chatbot.
• Send newsletters, product updates and promotional offers.
• Record and honour marketing preferences.
• Understand website usage and improve our services.
• Maintain accounting and tax records.
• Protect our website, investigate problems and address disputes.
• Respond to privacy requests and applicable legal requirements.

Information required to fulfil an order or complete customs clearance may be necessary for us to provide the requested service. If you do not provide it, we may be unable to process or deliver your order.

We accept bank transfer, Stripe, Payoneer and PayPal, subject to availability for your location and order.

The bank or payment provider involved processes information necessary to complete the transaction. Grey Medical uses relevant payment confirmations, transaction references and billing information to manage orders, refunds and accounting.

Payment providers also process information under their own privacy notices and applicable obligations.

Our customised chatbot uses OpenAI to respond to customer enquiries.

Chat messages and customer information, including names, email addresses and order details, are shared with OpenAI to provide this service.

Conversations are stored in our database. The business owner and authorised developer can access them for customer support and technical maintenance.

You may request deletion of your saved conversations by emailing [email protected]. We can delete saved conversations from our database, subject to any applicable retention requirement.

OpenAI’s processing and retention are governed by the service used, its settings and applicable provider terms. Deletion from our database does not, by itself, establish that every provider log or backup has also been deleted.

Please do not submit payment-card details, passwords, patient information or other unnecessary sensitive information through the chatbot. Customs identification numbers should be provided through the email process described above.

Our website uses cookies and similar technologies for functions such as shopping-cart sessions and customer-account access. Google Analytics tags are also present to help us understand website usage.

Browser settings allow you to delete or restrict cookies. Restricting necessary cookies may affect website functions.

A browser’s cookie settings may not stop every form of analytics or data transmission. This policy does not state that a dedicated consent banner or consent-based tracking controls are currently operating.

Where prior consent is required for optional cookies or tracking, that consent must be obtained before the relevant activity. Visiting the website alone is not consent.

For questions about tracking on our website, contact [email protected].

Retention depends on the type of record, why it is needed and applicable legal requirements.

Financial and tax records

Invoices, payment records and tax-supporting documents are retained for six years after the end of the relevant tax year or period, or longer where required by applicable law.

Warranty and service records

Records needed to support our five-year manufacturing warranty are retained for five years from delivery.

Where the same information is also required for financial, tax or legal purposes, the applicable longer retention period applies.

Customs identification numbers

VAT IDs, CPF numbers and national identity card numbers requested by email solely for customs clearance are deleted from our records after clearance, unless continued retention is legally required.

The courier may retain its own records under its policies and legal obligations.

Marketing preferences

We retain the information needed to record and honour your marketing preferences, including a minimal record of an unsubscribe or opt-out request.

Chat records and backups

Chat conversations are stored in our database, and backups are maintained for recovery purposes.

A fixed retention period for chatbot conversations and backup copies has not yet been confirmed. We therefore do not promise automatic deletion of these records after a specified number of days.

You may contact us to request deletion or obtain information about the records we hold. Deletion from an active system may not immediately remove a copy from backups.

Ongoing claims and legal requirements

Relevant records may be retained longer for an unresolved claim, dispute, audit or legal obligation.

Records subject to the retention periods above are reviewed when those periods end and deleted or anonymised when they are no longer required.

Depending on applicable law and your circumstances, you may have the right to:

• Request access to personal information we hold about you.
• Ask us to correct inaccurate or incomplete information.
• Request deletion of information.
• Request restriction of certain processing.
• Object to certain processing, including direct marketing.
• Request a portable copy of information where that right applies.
• Withdraw consent where processing relies on consent.
• Complain to the relevant data-protection authority.

To make a request, email [email protected]. Tell us which information or activity your request concerns. Please do not send an identity document unless we explain why verification is necessary and provide appropriate instructions.

Our authorised team handles requests. We may need proportionate information to verify your identity before disclosing or changing personal information.

Some information may need to be retained to comply with legal obligations or resolve ongoing matters. Where a request cannot be fully fulfilled, we will explain the applicable reason. Requests are handled within the time limits required by applicable law.