Returns & Product Support

1. Return Policy

Due to patient safety, product integrity, quality, and regulatory considerations, E Surgical generally does not accept returns of products sold through our website, including sterile and single-use medical devices.

Products should not be returned to E Surgical unless the return has been reviewed and expressly authorized by E Surgical in advance.

E Surgical reserves the right to determine, in its discretion and subject to applicable law, whether a product is eligible for return, replacement, credit, refund, or other resolution.

2. Products Not Eligible for Routine Return

Unless otherwise authorized by E Surgical, products are not eligible for return due to reasons including, but not limited to:

• Change of mind or products no longer needed
• Incorrect products or quantities ordered by the customer
• Opened, used, altered, damaged, or contaminated products
• Sterile or single-use medical devices
• Products with damaged, opened, altered, or missing packaging or labeling
• Products that have not been stored, handled, or transported in accordance with applicable requirements
• Products purchased from a third party or source other than E Surgical

Acceptance of any return is subject to E Surgical's prior review and authorization.

3. Damaged, Incorrect, or Potentially Defective Products

If you receive a product that appears to be damaged during shipment, is different from the product ordered, or may have a product quality issue, please contact E Surgical Customer Support as soon as reasonably possible.

Please retain the product, original packaging, shipping materials, labels, and related documentation until E Surgical provides further instructions.

Do not use a product if its packaging or sterile barrier appears damaged or compromised, or if you believe the product may not be suitable for use.

E Surgical may request information such as the order number, product number, lot or batch number, photographs, a description of the issue, and other information reasonably necessary to evaluate the request.

4. Requesting Support or Return Authorization

To report an order or product issue, please submit a support request through your Professional Account or contact E Surgical Customer Support.

Submission of a request does not constitute approval of a return, refund, credit, or replacement.

If E Surgical determines that a product should be returned, we will provide return authorization and applicable return instructions. Products returned without prior authorization may be refused or otherwise handled in accordance with E Surgical's applicable policies.

5. Review and Resolution

Each request will be reviewed based on the circumstances of the order and the nature of the reported issue.

Depending on the results of the review, E Surgical may, as appropriate and subject to applicable terms and law:

• Provide technical or product support
• Request additional information or product evaluation
• Authorize a product return
• Replace the affected product
• Issue a credit or refund
• Provide another appropriate resolution

The appropriate resolution will be determined by E Surgical following review of the request.

6. Refunds, Credits, and Replacements

Refunds, credits, or replacements are not automatically provided upon submission of a support or return request.

If E Surgical approves a refund, credit, or replacement, it will be processed in accordance with the applicable authorization and E Surgical's Terms and Conditions of Sale.

Any approved refund will generally be issued using the original payment method when practicable. Processing times may vary depending on the payment provider and other applicable factors.

7. Return Shipping

Do not ship or return any product to E Surgical unless you have received prior return authorization and shipping instructions from E Surgical.

If a return is authorized, E Surgical will provide instructions regarding the return method and, where applicable, responsibility for shipping costs.

E Surgical is not responsible for products returned without authorization or contrary to the provided return instructions, subject to applicable law.

8. Product Complaints and Safety Concerns

If you believe an E Surgical product has malfunctioned, may be defective, or may have contributed to an injury or other safety concern, please contact E Surgical Customer Support promptly.

Please retain the product, packaging, labels, and relevant information unless otherwise instructed. E Surgical may request additional information as part of its product complaint, quality, or regulatory review.

For urgent medical concerns, contact an appropriate healthcare professional or emergency service. E Surgical Customer Support does not provide medical advice.

9. Need Support?

If you have questions about an order, shipment, product, or potential return, please contact E Surgical Customer Support.

Please provide your order and product information so that our team can review your request and advise you on the appropriate next steps.

For additional terms governing purchases, returns, refunds, warranties, and remedies, please refer to the E Surgical Terms and Conditions of Sale.