Warranty and Services
Grey Medical support
Warranty & services.
Reliable instruments, backed by a 5-year manufacturing-defect warranty and clear support when you need it.
Our warranty promise
Confidence after your purchase.
We stand behind the quality and performance of Grey Medical instruments. Our 5-year warranty covers manufacturing defects, including functional or corrosion issues caused by a manufacturing defect. Faulty or damaged instruments received on delivery are also eligible for replacement support.
Coverage examples
Warranty coverage for every product.
These examples show familiar instrument types included within the overall Grey Medical product warranty.
How to claim warranty service
A straightforward claim process.
For the quickest review, email the details of your claim along with clear product photographs. Our team will guide you through the warranty assessment.
Email your claim
Send your warranty request to [email protected] and clearly explain the claim.
Include detailed pictures
Attach detailed photos of the product so the warranty request can be reviewed properly.
Approved replacement
Once approved, the replacement product is dispatched within 10–15 business days by DHL, EMS or FedEx. For approved claims, the replacement is free of charge. Grey Medical arranges and pays for any required return shipping and covers replacement shipping. No 25% return processing fee applies.
Returns & exchanges
Clear order information.
Customers may request cancellation within 48 hours of placing an order, provided it has not been dispatched. This includes custom-made orders, even if production has started or payment has been made. Email [email protected] with your order number. Eligible cancellations receive a full refund within 7 working days of the cancellation request, without the 25% return processing fee. Once dispatched, an order cannot be cancelled through this process.
Support contacts
Contact the right team.
For warranty claims, include your claim explanation and detailed product photographs. For order delivery, changes or general support, our support team is available by email.
Important policy conditions
When warranty coverage is not provided.
Please follow the Instructions for Use and notify us promptly if a product arrives with shipping damage.
Improper sterilization
Warranty is void if Grey Medical’s Instructions for Use (IFU) are not followed during the sterilization process.
User-induced damage
If a product is broken or damaged due to user mishandling, warranty coverage does not apply.
Shipping damage notification
If shipping damage is found, contact [email protected] within 2 days of receipt. If Grey Medical is not informed within this period, the damage is considered to have occurred after receipt.
Incorrect use of liposuction cannulas
Warranty does not cover liposuction cannulas damaged by excessive pressure or improper use.
Excessive sterilization
Instruments should only be sterilized as necessary and at the required temperature. Over-sterilization or incorrect temperatures may void warranty coverage.
Service standards
Support designed to make the process easier.
We keep warranty service direct, transparent and focused on the information needed to assess your product claim.
Clear assessment
A claim explanation and product photographs help our team understand the issue.
Responsive guidance
Our team guides you on the appropriate next step once your claim is received.
Replacement route
Approved claims receive a free replacement. Grey Medical pays for any required return shipping and replacement shipping.
Customer support
For order and delivery support, contact [email protected].
Need warranty support?
We are here to help.
Email a short explanation of the issue and detailed product photographs. The Grey Medical team will guide you through the warranty review.
Frequently asked questions
Warranty FAQs.
Quick answers based on Grey Medical’s warranty and return policy.
Do all Grey Medical products have a warranty?
Yes. Grey Medical provides a 5-year warranty against manufacturing defects, subject to the stated policy conditions.
Are the six product types shown the only products covered?
No. The displayed product types are examples only. Warranty coverage applies to every Grey Medical product.
How do I submit a warranty claim?
Email [email protected], explain the claim clearly and include detailed photographs of the product.
Why are product pictures required?
Detailed photographs are requested so the product issue and warranty request can be reviewed accurately.
How long does an approved replacement take?
Once a claim is approved, the replacement product is dispatched within 10–15 business days.
Which carriers may deliver an approved replacement?
Approved replacement products may be dispatched by DHL, EMS or FedEx.
Is shipping free for approved warranty claims?
Yes. Grey Medical arranges and pays for any required return shipping and covers replacement shipping for approved claims. The replacement is free of charge, and no 25% return processing fee applies.
Can I cancel an order once it is in production or paid?
Yes. You may request cancellation within 48 hours of placing the order, provided it has not been dispatched. This also applies to custom-made orders, even if production has started or payment has been made. Email [email protected] with your order number. Eligible cancellations receive a full refund within 7 working days of the request, without the 25% return processing fee. Once dispatched, an order cannot be cancelled through this process.
What should I do if my item arrives damaged in shipping?
Contact [email protected] within 2 days of receiving the item. If Grey Medical is not informed in this timeframe, the damage is considered to have occurred after receipt.
Can incorrect sterilization or misuse affect warranty coverage?
Yes. Warranty is not provided where IFU sterilization instructions are not followed, where damage is caused by user mishandling, or when a liposuction cannula is damaged by excessive pressure or improper use.