1. Report any problem within 7 days
You must tell us about any complaint, return or refund request within 7 days of receiving your order. Requests made after 7 days cannot be accepted.
This policy applies to products bought from GERATI Healthcare through www.gerati.com, by email, or by direct order. Bulk, OEM, private label and custom-made orders follow the terms in your quotation or contract, if they are different.
2. What you need for a return
To be accepted, every request must include:
- The original purchase receipt or invoice (or invoice number)
- Your order number and the product name or code
- A short description of the problem, with clear photos
Returned products must be:
- Unused, undamaged and in their original packaging, with all parts and labels
- Not cleaned, sterilised, engraved or modified, unless the item arrived faulty
Items we cannot accept back (unless they arrived faulty or wrong):
- Single-use or sterile items once the packaging is opened
- Products that have been used on a patient or in a clinical procedure, for hygiene and safety reasons
- Custom-made, engraved, private label or OEM products made to your order
- Damage caused by misuse, wrong cleaning or sterilisation, or normal wear and tear
3. How to return a product
- Email sales@gerati.com within 7 days of receiving your order, with the subject “Return request – [your order number]” and the documents listed in section 2.
- We will reply within 3 working days. If your return is approved, we will send you a Return Authorisation number and the return address.
- Pack the product securely and send it to us with the Return Authorisation number. Returns sent without approval will not be accepted.
- When the product arrives, we will inspect it and tell you the result within 7 working days.
4. Delivery and shipping charges
- The customer pays all delivery charges for sending the product back to us, including any customs duties, taxes and courier fees.
- Original shipping charges are not refundable.
- If we send you a replacement, the customer pays the shipping cost of the replacement.
- We recommend using a tracked courier service. We are not responsible for items lost or damaged on the way back to us.
5. Refunds and replacements
If your return is approved, we will, at our choice:
- Replace the product with the same or an equal item, or
- Give you store credit, or
- Refund the price you paid for the product, minus any bank or payment transfer fees.
Refunds are made to the original payment method within 14 working days of approval. Your bank may take a few more days to show it.
6. Faulty, damaged or wrong items
If a product arrives faulty, damaged in transit, or is not what you ordered, tell us within 7 days of receipt with photos of the product and the outer packaging. Please keep all packaging until the matter is settled. Once we confirm the problem is our error, we will replace the item or refund it as described in section 5.
Since, the product return is both expensive and have technically difficult, we will provide the replacement.
7. Order cancellations
You can cancel an order free of charge before it is dispatched. Once the order has shipped, it is treated as a return under this policy. Custom, OEM and private label orders cannot be cancelled once production has started.
8. Your legal rights
This policy does not affect any rights you have under the consumer laws of your country.
9. Contact us
GERATI Healthcare, 19-A(N), Industrial Estate, Sialkot, Pakistan Email: sales@gerati.com Phone / WhatsApp: +92 300 8610614