Returns & Customer Support

Return & Exchange Policy

Please review these conditions before submitting a return request. Hospitime follows a strict no-return and no-exchange policy, subject only to exceptional written approval by authorised senior management.

No Return / No Exchange

Returns and exchanges are not ordinarily accepted. An exception may be considered only with prior written approval from authorised senior management and only when the request is submitted within 7 calendar days of the invoice date.

Submitting a request is not an approval.

Return policy in full

General rule: no return and no exchange

Hospitime India follows a No Return / No Exchange policy as its standard business practice. Products are not ordinarily eligible for return or exchange after sale. A request, form submission, or acknowledgement email does not constitute acceptance or approval of a return.

Only in exceptional circumstances, and solely at the discretion of authorised senior management, may a return be considered. Any exception requires prior written approval from Hospitime. No salesperson, representative, courier receipt, or automated acknowledgement should be treated as return authorisation.

Strict seven-calendar-day request window

A return request must be submitted within 7 calendar days of the invoice date. Requests received more than 7 calendar days after the invoice date will be automatically rejected by the request system and will not proceed for ordinary review. Submitting a request within the 7-day window does not guarantee approval; written approval from authorised senior management is still required. Invalid or future invoice dates are not accepted.

Approved Return Authorisation Form is mandatory

Customers must not dispatch any goods unless they have received written approval and an approved Return Authorisation Form (RAF) from Hospitime. Any return received without the approved RAF may be refused and returned or otherwise handled at the customer’s expense. The customer must follow the instructions and shipment window stated in the approval.

Product condition and inspection

Any return exceptionally authorised by Hospitime is subject to inspection after receipt. The product must be complete and in the condition specified in the written approval. For instruments, applicable tips, locks, ratchets, joints and moving parts must not be cracked, damaged, misaligned, loose or non-functional. Products showing use, alteration, damage, missing parts, or condition inconsistent with the approval may be rejected after inspection. Final acceptance is subject to Hospitime’s inspection decision.

Courier, packing and transport costs

All courier, freight, packing, handling and transit-insurance costs for sending goods to Hospitime and for any onward/return shipment are borne by the customer. Hospitime does not provide free return shipping. Customers should use suitable packaging and a trackable service and retain shipment proof. A return request or approval does not imply reimbursement of freight charges.

Paid samples

Hospitime does not provide free samples; all samples are chargeable. A customer may request return of a paid sample only where Hospitime has expressly agreed to consider it in writing. The sample must be received and inspected by Hospitime. If the sample return and refund are approved after verification, the refund will be made to the original source of payment, subject to payment-provider/banking processing timelines and any terms stated in the written approval. This limited sample process does not create a general right to return or exchange purchased products.

Return address

HOSPITIME INDIABM-32 East Shalimar Bagh
New Delhi-110088 DL
India

Do not send a return to this address before receiving the approved Return Authorisation Form and written instructions from Hospitime.

Return request form

Request authorisation

Requests more than 7 calendar days after the invoice date are automatically rejected. Submitting this form is a request only — it is not an approval.

PDF, JPG or PNG. Maximum file size: 10 MB.

Do not ship goods until written approval and an approved Return Authorisation Form are received. Uploaded invoices and contact details are used to assess and administer this request and should be accessible only to authorised staff. See our Privacy Policy.

How to submit a request

  1. Complete the Return Request Form with the invoice/bill number, invoice date, customer and company details, contact details, product/SKU, quantity and reason for the request.
  2. Upload a readable copy of the invoice/bill.
  3. Confirm that you have read and understood this policy.
  4. Submit the request. The system will automatically reject requests where the invoice date is more than 7 calendar days old.
  5. Eligible requests are sent to Hospitime for senior-management review. The customer must wait for the written decision.
  6. If approved, follow the approved Return Authorisation Form and shipment instructions. Do not ship before authorisation.
  7. Hospitime will inspect the item upon receipt. Final acceptance is subject to the inspection criteria and written approval.

Decision and communication

For requests within the seven-day window, Hospitime will review the submission and issue an approval or rejection decision. An approval must identify the request number, approved item(s), conditions, shipment instructions and any deadline. A rejection should state that the request has not been approved. For late requests, the system will record an automatic rejection and notify the customer; Hospitime may receive a copy for records.

Important notice

Any return sent without an approved Return Authorisation Form may be refused. Do not dispatch goods until written authorisation is received. The seven-day time limit is calculated from the invoice date.

This policy and the request form should be read together with the applicable quotation, invoice, purchase order and written agreement. Nothing on this page should be interpreted as an automatic approval of any return.