Return, Replacement & Refund Policy

At Lords Surgical, we strive to deliver high-quality orthopedic and rehabilitation products that meet our customers’ expectations. However, if you receive a damaged, defective, or incorrect product, we are happy to assist you under our return and replacement policy as outlined below.

Return / Replacement Policy

  • Return or replacement is available within 7 days of product delivery.
  • A return or replacement will be accepted only if:
    - The product received is damaged or defective, or
    - The customer has received a wrong size or incorrect item.
  • Product-to-product replacement is not permitted. (For example, if you receive Product A, you cannot request Product B as a replacement.)
  • The return/replacement policy may vary by product category. Please refer to the
    respective product page for specific return conditions.
  • Pick-up or replacement can only be arranged from the same address where the product was originally delivered.

Non-Returnable / Non-Refundable Products

For health, hygiene, and safety reasons, certain orthopedic and rehabilitation products are non-returnable and non-refundable once delivered. Customers are advised to check the product details carefully before purchase.

No returns, exchanges, or refunds will be accepted in these cases except for:

  • Wrong Product Delivered – Must be reported within 48 hours with a complete unboxing video clearly showing the incorrect product.
  • Product Lost in Transit / Empty Package – If the package is delivered empty, tampered, or missing items, a full unboxing video is required for verification.
  • Defective or Damaged Product – Must be reported within 48 hours of delivery along with a valid unboxing video as proof.

Conditions for Exceptions:

  • Only replacement of the same product will be provided, subject to stock availability.
  • Claims without valid unboxing video proof will not be processed.

For any concerns, customers must contact us at support@lordssurgical.com within the specified time frame.

Refund Policy

  • Refunds are processed only after the returned product has been received and inspected by Lords Surgical to confirm compliance with our return policy.
  • If a replacement is unavailable, a refund will be issued to the original payment method.
  • For prepaid orders, refunds will be processed to the original payment source within 5–7 working days after return verification.
  • For Cash on Delivery (COD) orders, customers must share bank account details for
    refund processing. Refunds for COD orders are processed within 10–15 working days after return approval.
  • If the customer chooses wallet refund, the amount will be credited to the Lords Surgical Wallet within 24 hours after verification.

Cancellation Policy

  • Orders can be cancelled within 30 minutes of placing the order.
  • Once the order is out for delivery, cancellation will not be accepted. Customers may,
    however, refuse the delivery at the doorstep.
  • If Lords Surgical cancels the order due to unforeseen circumstances (e.g., stock
    unavailability or logistical issues), a full refund will be initiated for prepaid orders.
  • Lords Surgical reserves the right to accept or cancel any order at its sole discretion.