Return Policy and Refund Policy
Grey Medical support
Return & refund policy.
A clear process for authorised returns, refunds and replacement requests.
Return policy
A simple route for an authorised return.
Grey Medical aims to ensure satisfaction with every purchase. If you need to request a return, follow the process below before sending an item back.
How to request a return
Three steps before your parcel is sent.
Complete each step to help avoid delays in handling your return request.
Request authorisation
All returns must be authorised by a Grey Medical sales or customer-service representative, who will advise the appropriate return transport method.
Obtain an RMA number
Contact Grey Medical by phone or email to receive a Return Merchandise Authorization number. The authorisation is valid for 30 days.
Label the return correctly
Write the RMA number on the shipping label and include it on the original invoice. Returns without an RMA will not be accepted.
Limits on returns
Important eligibility conditions.
Please inspect your package on receipt for damaged or missing items.
30-day return period
- Unused instruments may be returned within 30 days of delivery, in the same condition in which they were dispatched.
- Used items are not eligible for change-of-mind returns. Faulty or damaged instrument claims and manufacturing warranty claims are handled separately.
- A 25% return processing fee is deducted from the refund for unused instruments returned under the 30-day return policy, where permitted by applicable law. This fee does not apply to eligible cancellations within 48 hours or to faulty or damaged instrument claims.
Special & modified items
- Faulty or damaged instruments qualify for a replacement free of charge. Please contact Grey Medical with your order number and details of the issue.
- Special orders and modified items are not eligible for change-of-mind returns after delivery. This does not exclude faulty or damaged instrument claims or applicable statutory rights.
- Custom-made orders may be cancelled within 48 hours of placing the order, provided they have not been dispatched, even if production has started. Eligible cancellations receive a full refund within 7 working days of the cancellation request, without the 25% return processing fee.
Return shipping
Pack, send and keep your record.
Use a secure and trackable delivery method, and retain your shipment record until Grey Medical has received the return.
Prepare & send your return
- For unused, change-of-mind returns, the customer arranges the return shipping label and pays the shipping costs to Pakistan. For faulty or damaged instruments, Grey Medical arranges and pays for any required return shipping and the replacement shipping.
- Use a secure, trackable service such as DHL, FedEx or certified mail.
- Return the product in original packaging with all documentation and tags attached.
Condition & processing
- Refunds for unused returns are processed after Grey Medical receives the instruments in the same condition in which they were dispatched.
- If packaging, documentation or tags are missing, contact Grey Medical before shipping the return so our team can provide instructions.
- Keep your tracking details and proof of shipment. Refunds for unused returns are processed within 7 days after Grey Medical receives the returned instruments; the period starts on receipt, not when the return is requested or shipped.
Information needed
Include these details with every return request.
Providing complete information helps us identify the purchase and review the return efficiently.
Refund policy
Every request is reviewed for the right resolution.
For faulty or damaged instruments, our team arranges a replacement free of charge. These provisions do not affect any applicable statutory rights.
Faulty product resolution
Grey Medical provides a replacement free of charge for faulty or damaged instruments. Where a return is required, Grey Medical arranges and pays for the return shipping and covers shipping of the replacement. No 25% return processing fee applies. Manufacturing defects are covered by our 5-year warranty.
Refund processing
For unused instruments returned in the same condition in which they were dispatched, a 25% return processing fee is deducted where permitted by applicable law. Refunds are processed within 7 days after Grey Medical receives the returned instruments. Orders cancelled within 48 hours of placement and before dispatch receive a full refund within 7 working days of the cancellation request, without this deduction. Email [email protected] with your order number to request cancellation.
Start a return request
Need an RMA number?
Contact Grey Medical to request your RMA number or explain an issue with an item you have received. Please do not send an item before authorisation.
Frequently asked questions
Return & refund FAQs.
Quick answers about returns, refunds and RMA requests.
Do I need authorisation before returning an item?
Yes. Every return must be authorised by a Grey Medical sales or customer-service representative.
How do I get an RMA number?
Contact Grey Medical by phone or email to request a Return Merchandise Authorization number.
How long is an RMA number valid?
An RMA authorisation is valid for 30 days.
Can I return an item without an RMA number?
No. Returns without an RMA number will not be accepted.
How long do I have to return merchandise?
You may return unused instruments within 30 days of delivery, in the same condition in which they were dispatched, subject to the special-order conditions above.
Can I return a used item?
Used items are not eligible for change-of-mind returns. Faulty or damaged instrument claims and manufacturing warranty claims are handled separately.
Is there a return processing fee?
A 25% return processing fee is deducted from the refund for unused instruments returned under the 30-day return policy, where permitted by applicable law. This fee does not apply to eligible cancellations within 48 hours or to faulty or damaged instrument claims.
Can special orders or modified items be returned?
Special orders and modified items are not eligible for change-of-mind returns after delivery. However, custom-made orders may be cancelled within 48 hours of placement and before dispatch, even if production has started, for a full refund within 7 working days of the request. Faulty or damaged instrument claims and applicable statutory rights are unaffected.
Who pays for return shipping?
For unused, change-of-mind returns, the customer arranges the return shipping label and pays the shipping costs to Pakistan. For faulty or damaged instruments, Grey Medical arranges and pays for any required return shipping and the replacement shipping. Use a secure, trackable method such as DHL, FedEx or certified mail.
When will my refund be processed?
Refunds for eligible unused returns are processed within 7 days after Grey Medical receives the instruments, with a 25% return processing fee deducted where permitted by applicable law. Eligible cancellations requested within 48 hours of ordering and before dispatch receive a full refund within 7 working days of the request, without this deduction.