Frequently Asked Questions

Surgimedex.in specialises in surgical and medical consumables for hospitals, clinics, and healthcare professionals. Product categories include Urology & Endo-Urology, Interventional Radiology, GI Endoscopic Accessories (Gastroenterology), Nephrology, Laparoscopy, Anorectal, Biopsy, Cardiology Cath Lab, Electro-Surgery, Haematology, Medical Electronics, Surgical Hand Instruments, and more. You can browse the full catalogue at surgimedex.in/shop.

No. Surgimedex.in does not sell prescription drugs. Only regulated surgical consumables and medical devices are available on the platform.

Yes. Please visit our Contact Us page (surgimedex.in/contact-us) and describe your requirement. Our team will review your enquiry and get back to you.

Yes. Send your requirement with quantities to Sales@surgimedex.in and our team will provide a quotation. You can also use the Request a Quote page at surgimedex.in/request-quote.

Surgimedex.in is intended for medical professionals, hospitals, purchase officers, distributors, and dealers. Regulated medical devices may only be purchased by authorised personnel in compliance with CDSCO (Govt. of India) guidelines.

All orders are dispatched from our office in Delhi, India.

All orders require 2–4 business days of processing time prior to dispatch. In some cases, processing may be completed sooner. We do not guarantee same-day dispatch.

No. Orders are not processed on weekends (Saturday/Sunday) or national public holidays. No deliveries are made on Sundays.

We use reputed courier partners. Once your order is dispatched, you will receive the tracking (AWB) number via email and/or SMS.

Free shipping on orders above Rs. 5,000 (excl. GST) was temporarily withdrawn. Please check the cart and checkout page for the current shipping charges applicable to your order before placing it.

Shipping charges for orders on which an AWB number has already been generated and communicated to the customer are non-refundable, even in the event of cancellation or return.

You can track your order by logging into your account at surgimedex.in/shop/my-account, navigating to My Orders, selecting the relevant order, and viewing the tracking details. Tracking information is also sent to you via email and SMS once the order is dispatched. You can also use the Shipment Tracking page at surgimedex.in/shipment-tracking-local.

If your order has been placed and the processing window has passed (2–4 business days), please contact our customer support team with your Order ID at Customersupport@surgimedex.in.

Returns are accepted only for products that are explicitly marked as eligible for return (please check the individual product listing). Eligible items must be returned unused, in original packaging, within 5 business days of first attempted delivery for domestic customers, and within 10 business days for international customers.

You must first obtain a Return Merchandise Authorization (RMA) number from us before sending anything back. To get an RMA number, email your Order ID and reason for return to Customersupport@surgimedex.in. Returns sent without an RMA number will not be accepted and will be sent back to you.

Once you have your RMA number, send the product to:

The customer is responsible for bearing all return shipping costs.

Upon receipt of the returned item in its original unused condition, we will at your option either (a) replace the product with the same make and model, or (b) issue a store credit equal to the purchase price. If we are unable to provide the replacement or credit within two weeks of being notified, a full refund of the purchase price will be issued.

Yes. You may request a refund via the original payment method. Please note that a 2.5% payment gateway fee will be deducted from the refund amount if you paid using a credit card, debit card, or net banking. If you paid via direct bank transfer (IMPS/NEFT/RTGS), no deduction is made and a full refund is provided.

Yes, you may cancel your order at any time before the order is shipped, or within 48 hours of placing the order — whichever is earlier. For orders that have already been shipped, the returns policy applies instead.

Send an email to Customersupport@surgimedex.in with your Order ID and cancellation request.

Two options are available:

All payments are processed through a PCI-DSS compliant, industry-standard secure payment gateway. Accepted methods include:

Yes. All transactions are processed over a PCI-DSS compliant secure payment gateway. Your card and banking details are not stored on our servers.

Many products on Surgimedex.in are regulated by CDSCO (Central Drugs Standard Control Organisation), Govt. of India. The sale of such regulated medical devices is restricted to authorised personnel only. KYC verification is mandatory for these products.

All KYC documents should be emailed to info@surgimedex.in after placing your first order. You will also receive instructions from our support team by email.

The standard timeframe is 7 working days from placing the order. Extensions are considered on a case-by-case basis. Failure to submit documents within a reasonable time will result in order cancellation and a refund minus a 2.5% transaction processing fee.

Yes. Customers and businesses outside India are welcome to order from us. However, our Indian website (surgimedex.in) is configured for domestic orders only. If you are looking to ship outside India, please visit our dedicated global website:

The global site is set up to handle international enquiries, pricing, and shipping to destinations outside India.

Visit www.surgimedex.com and browse our catalogue. For product enquiries, bulk orders, or custom requirements, you can reach our international sales team at:

Please include your country, the products you need, and the quantities required, and our team will get back to you with pricing, shipping options, and payment instructions.

We offer flexible payment options depending on the order value:

If you are unsure which payment method applies to your order, please get in touch and we will guide you.

Minimum order quantities may apply for certain products when shipping internationally. Please contact our sales team at sales@surgimedex.com with your specific requirements and we will advise accordingly.

Yes. If you prefer the convenience and buyer protection of ordering through eBay, you can find our official eBay store at:

Our eBay store lists selected products available for international purchase. eBay's standard buyer protection policies apply to all orders placed through the store.

Both are legitimate channels for international buyers. Here is a quick guide:

For large or repeat orders, we recommend reaching out to our sales team directly via the global website for the best pricing and service.

International delivery timelines vary depending on the destination country, chosen shipping method, and customs clearance at the destination. Please contact us at sales@surgimedex.com for an estimated delivery timeframe specific to your location before placing your order.

All applicable customs duties, import taxes, and clearance fees at the destination country are the responsibility of the buyer. Surgimedex will not be liable for any delays or additional charges arising from customs procedures in the destination country. We recommend checking your local import regulations for medical devices before placing an order.

We understand that purchasing medical supplies online — especially for the first time — requires complete confidence in the seller. That is why Surgimedex.in backs every order with a Money-Back Guarantee. If you receive a product that is damaged, incorrect, expired, or in any way not as described on the listing, you are fully covered. We will issue a complete refund, no questions asked, provided the conditions of our guarantee are met. Your money is safe with us.

The Surgimedex Money-Back Guarantee applies in the following situations:

In any of the above cases, a full refund will be processed once your claim is verified.

To be eligible for a full refund under the Money-Back Guarantee, two conditions must be met:

Both conditions must be satisfied for the claim to be processed. Partial evidence or late claims cannot be accepted.

A photograph alone cannot establish the condition of a product at the time of delivery — it can be taken at any point after opening, and does not capture the state of the packaging or the sequence of events. An uncut, unedited unboxing video shot immediately upon receipt provides irrefutable, timestamped evidence that the damage, wrong item, or discrepancy existed at the moment of delivery and was not caused later. This protects both you as the customer and us as the seller, and ensures your claim can be processed quickly without dispute.

On the same day of delivery, email us at Customersupport@surgimedex.in with the following:

Our team will review your submission and respond with next steps, typically within 1–2 business days.

This is precisely what the unboxing video is designed to capture. Even if the outer packaging appears intact, please begin recording before you open the parcel and continue without interruption until the full contents are visible. If the product inside is found to be damaged, wrong, or not as described, this will be clearly evidenced in the video and your claim will be honoured under the Money-Back Guarantee.

Surgimedex.in sources products directly from manufacturers and authorised distributors. We do not deal in grey-market, counterfeit, or unregulated goods. All regulated products are sold in compliance with CDSCO guidelines and our KYC policy ensures that products reach only verified, authorised buyers. In the unlikely event that you receive something that does not match the listed specification, our Money-Back Guarantee fully covers you — provided the claim is raised on the day of delivery with valid unboxing video evidence.

You can reach us through the following channels:

Our Delhi office is open for visits by prior appointment only. Please contact us by phone or email to schedule a visit before arriving.

Please email Sales@surgimedex.in with your business details and requirements. Our sales team will get back to you.

For full policy details visit surgimedex.in/policies.