Refund & Return Policy

1. Overview

We want you to be genuinely satisfied with your purchase or service. Most products bought through our online shop can be returned within 7 days of delivery for a refund or replacement, subject to the conditions below. Physiotherapy appointment cancellations are covered separately in Section 8.

2. Return Eligibility

• The return request is raised within 7 days of the delivery date shown on your order;
• The product is unused and in its original condition, with all original tags, packaging, and accessories intact;
• The product is not one of the non-returnable categories listed below; and
• You can provide the order number and/or proof of purchase.

3. Non-Returnable Items

For hygiene, safety, and product-integrity reasons, the following cannot be returned once delivered, unless they arrive damaged, defective, or incorrect:

• Footwear or footcare products that have been worn outdoors or show signs of use beyond a try-on;
• Silicone insoles, heel cups, and similar personal-fit items that have been removed from sealed packaging and used;
• Any product marked "Final Sale" or sold at clearance pricing; and
• Products damaged due to misuse, negligence, or normal wear and tear after delivery.

4. How to Initiate a Return

1. Contact us by phone, WhatsApp, or email within 7 days of delivery, quoting your order number;
2. Let us know the reason for the return and whether you'd like a refund or replacement;
3. We'll confirm eligibility and share instructions for returning the item; and
4. Pack the product securely in its original packaging.

5. Refund Method & Timeline

Once we receive and inspect your returned item, approved refunds are processed as follows:

• Orders paid online: refunded to the original payment method used at checkout, typically within 5–10 business days.
• Cash on Delivery orders: refunded via bank transfer, typically within 10 business days of the returned item being received and approved.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, contact us within 48 hours of delivery with your order number and, where possible, a photo of the issue. We will arrange a free replacement, exchange, or full refund, including any shipping charges paid.

7. Order Cancellations

You may cancel an online shop order free of charge any time before it has shipped — contact us as soon as possible with your order number. Once shipped, an order can no longer be cancelled, but may be returned after delivery under the terms of this policy.

8. Physiotherapy Appointment Cancellations

Physiotherapy appointments may be rescheduled or cancelled by contacting us directly; we ask for as much advance notice as possible so the time slot can be offered to another patient.

9. Contact Us for Returns

• Hi-Light Surgical Equipments
• No. 23, Medavakkam Main Rd, near Santhosh Super Market, Shanthi Nagar, Adambakkam, Chennai, Tamil Nadu 600088
• Phone: +91 91765 52229 (+919176552229)
• Email: care@hilightsurgicalequipments.com