Customer service · Returns

Returns Policy

Last updated: 4 November 2026

Every instrument is inspected before it leaves our facility. If something isn't right, this page explains how to return it. How and when you get your money back is explained in our Refund Policy.

Which return applies to you?

Situation	Who	Time limit	Return shipping
A. Changed your mind (14-day withdrawal)	Consumers in the EU, EEA and UK	Tell us within 14 days of receiving the goods, then send them back within 14 days	Paid by you
B. Damaged in transit, wrong item or missing item	All customers	Report within 7 days of delivery	Paid by us
C. Faulty instrument	All customers	Within the warranty period: 5 years on steel instruments, 1 year on cables, lights and plastics	Paid by us for approved claims (see Warranty and Services)
D. Business customers: unwanted items	Business customers	by prior written agreement only; unused items	Paid by you; 40% restocking fee

A. 14-day withdrawal for consumers (EU, EEA, UK)

If you bought as a private individual, you can withdraw from the purchase within 14 days of receiving the goods without giving a reason. Full legal terms and the model withdrawal form are in Terms and Conditions, section 8.

Tell us by email ([email protected]) or through the contact form with your order number.
Send the goods back within 14 days of telling us.
You may unpack and inspect the instruments as you would in a shop. Please do not use, sterilise, sharpen or mark them. If items show handling beyond that, we may reduce the refund by the loss in value.
Not returnable under the withdrawal right: custom-made, laser-marked or private-label items, and sterile or single-use items whose seal has been opened.

B. Damaged, incorrect or missing items

Send us your order number and clear photos of the item, the packaging and the shipping label within 7 days of delivery. We will send a replacement or the missing item, or refund you, and we pay the return shipping. Consumers' statutory rights continue to apply after 7 days.

C. Faulty instruments

Defects in material or workmanship are covered by our warranty. Follow the claim steps in Warranty and Services. Consumers also have their statutory rights (in the EU, at least a 2-year legal guarantee of conformity).

D. Business customers

Business customers can return damaged, incorrect, missing or faulty items as in B and C. We accept returns of correct, non-faulty goods only by prior written agreement. Items must be unused and in their original packaging. The buyer pays the return freight, and we deduct a 40% restocking fee from the refund. A restocking fee never applies to consumers using the 14-day withdrawal right.

How to return an item (RMA)

Contact us: email [email protected], use live chat or the contact form. Include your order number, product name or SKU, the reason for the return and photos for damaged or faulty items.
Receive your RMA number: we reply within 1 business day with a Return Merchandise Authorisation (RMA) number, the return address and packing instructions. For B and C, we send a prepaid label or arrange collection.
Pack the items: clean and, if used, decontaminate instruments before returning them (see below). Use the original packaging where possible, protect tips and cutting edges, and write the RMA number on the outside of the parcel.
Ship the parcel: use a tracked service and keep the receipt. Mark the customs declaration as a "returned goods – warranty/RMA, no commercial value" shipment as instructed in your RMA email, so it doesn't incur duty.
Inspection and outcome: we inspect returned items within 5 business days of arrival and confirm the replacement, repair or refund.

Parcels sent without an RMA number may be delayed or refused.

Return address

All returns, from every country, go to our quality and RMA facility in Pakistan:

BusinessMed Instruments, Quality & RMA Intake Jammu Road, Talwara Mughlan, Sialkot 51310, Pakistan

Our UK office (sales and consultation only) and our Germany dispatch hub cannot accept returned instruments.

Used instruments must be decontaminated

For the safety of our staff, any instrument that has been used must be cleaned, disinfected and sterilised before it is returned, and the parcel must include a signed decontamination statement (we send you the form with your RMA). Contaminated instruments will not be inspected and may be returned at your cost or disposed of.

Questions

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