Last updated: 24 August 2026
1. Scope
This policy applies to products purchased directly from Vascora Industry. Because many surgical instruments are supplied for professional use, made to specification or produced against confirmed quantities, the return arrangements stated in the accepted quotation, pro-forma invoice or sales contract will also apply.
2. Check your delivery
Please inspect the package and products promptly after delivery. If an item is damaged, defective, missing or different from what was ordered, contact us as soon as reasonably possible and include:
- your name, company name and contact details;
- invoice, order or quotation number;
- product name, reference and quantity affected;
- a clear description of the issue; and
- photographs of the product, packaging and delivery label where relevant.
3. Return authorisation
Do not return products without contacting us first. Email info@vascoraindustry.com to request return instructions and authorisation. Unauthorised returns may be delayed or refused. Products must be packaged securely and returned using a trackable delivery service where requested.
4. Change-of-mind returns
Where we agree to accept a change-of-mind return, the product must be unused, unaltered, complete and in its original undamaged packaging. Unless required otherwise by applicable consumer law, bespoke, customised, engraved, specially manufactured, sterile, opened, used or hygiene-sensitive products cannot normally be returned merely because the buyer has changed their mind.
5. Faulty, damaged or incorrect products
If we confirm that a product was faulty, damaged before delivery or supplied incorrectly, we will provide an appropriate remedy, which may include repair, replacement, credit or refund depending on the circumstances, the applicable contract and governing law. We may need to inspect the product before confirming the remedy.
6. Items that may not qualify
A return or refund may be declined where damage results from misuse, unsuitable cleaning or sterilisation, incorrect storage, accidental damage, unauthorised alteration or repair, normal wear and tear, or use contrary to supplied instructions. This does not limit rights that cannot lawfully be excluded.
7. Return delivery costs
If we confirm that a product is faulty, damaged on arrival or incorrectly supplied, we will advise how reasonable return delivery costs will be handled. For an approved change-of-mind return, the buyer will normally pay return delivery costs unless the accepted order terms or applicable law provide otherwise. Original or expedited delivery charges may not be refundable except where legally required.
8. Refunds
Approved refunds will normally be made using the original payment method or another agreed business payment method. Processing times may vary between banks and payment providers. Where lawful, any agreed restocking, inspection, repair or missing-item charge will be explained before the return is finalised.
9. Consumer rights
Nothing in this policy removes any mandatory rights available to a consumer under applicable law. If you purchased as an individual consumer rather than for business purposes, contact us so we can apply the cancellation, return and refund rights relevant to your location and transaction.
10. Contact us
To discuss a return, replacement or refund, email info@vascoraindustry.com or call +92 370 437 9410. Please wait for return instructions before sending any product.