Terms & Conditions

Grey Medical support

Terms & conditions.

Clear information for every stage of your order.

01 / Payment

Payment

Full payment is required in advance. We accept bank transfer, Stripe, Payoneer, and PayPal, subject to availability for the customer’s location and order.

Bank transferStripePayoneerPayPal

02 / Order changes

Order cancellation

CANCELLATION REQUESTS

Within 48 hours, before dispatch.

Customers may request cancellation within 48 hours of placing an order, provided the order has not been dispatched. To request cancellation, email [email protected] with your order number. Once dispatched, an order cannot be cancelled through this process; any return or refund request will be handled under our Return and Refund Policy. This does not affect any applicable statutory rights.

ELIGIBLE CANCELLATIONS

Full refund within 7 working days.

For cancellations requested within 48 hours of placing the order and before dispatch, we will process a full refund within 7 working days of receiving the cancellation request. This also applies to eligible custom-made orders.

03 / Made to order

Custom-made instruments

Delivery timelines for custom-made instruments are communicated individually by email. Custom-made orders may also be cancelled within 48 hours of placing the order, provided they have not been dispatched, even if production has already started.

04 / Shipping information

Delivery & customs

STANDARD SHIPPING

USA, Canada, Europe and the UK

Standard orders have an estimated total delivery time of 15 working days from receipt of full payment. Grey Medical arranges customs clearance and pays import duties and VAT/import taxes for these shipments. Customers do not pay these charges on receipt.

URGENT SHIPPING

Urgent delivery

Urgent delivery may be arranged with an estimated delivery time of 4 days after dispatch. For this option, the customer is responsible for customs clearance and any applicable import duties, VAT/import taxes and customs fees. Please contact us before ordering to confirm availability and shipping charges.

OTHER DESTINATIONS

International customs clearance

Customers outside the regions listed above are responsible for customs clearance and applicable import duties, taxes and fees. Grey Medical will provide available supporting shipment documents when needed. Customers must provide any tax or importer identification required by their destination’s customs authority or carrier.

DELIVERY ESTIMATES

Planning your delivery

Delivery times are estimates and may be affected by carrier or customs delays. Custom-made instrument delivery timelines are communicated separately by email.

05 / After your purchase

Returns & warranty

Unused instruments

Unused instruments may be returned within 30 days of delivery. Customers are responsible for arranging the return shipping label and paying the shipping costs to Pakistan. Please contact [email protected] before shipping your return to obtain return authorisation and instructions.

For unused instruments returned under our 30-day return policy, a 25% bank processing fee is deducted from the refund, where permitted by applicable law. Refunds are processed within 7 working days after Grey Medical receives the returned instruments. This deduction does not apply to eligible cancellations within 48 hours or to faulty or damaged instrument claims.

Faulty or damaged instruments

Grey Medical provides a replacement free of charge for faulty or damaged instruments. Please contact [email protected] with your order number and details of the issue so we can arrange the replacement.

Manufacturing warranty

Grey Medical provides a 5-year warranty against manufacturing defects. To request warranty support, contact [email protected] with your order details and a description of the defect.

These provisions do not affect any applicable statutory rights.

06 / Contact us

Our offices. Your point of contact.

Contact Grey Medical for order, delivery, return or warranty enquiries.

Sales enquiries
[email protected]

Order support
[email protected]

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