Our Commitment

At Emerald Enterprises, we stand behind the quality of our medical instruments. If you’re not completely satisfied, we’re here to help.

Return Eligibility

You may return items if:

  • Product is defective or damaged
  • Wrong item was shipped
  • Product doesn’t match description
  • Request made within 30 days of delivery

We cannot accept returns if:

  • Item has been used or installed
  • Original packaging is damaged/missing
  • More than 30 days have passed
  • Item is customized/special order
  • Product shows signs of wear or misuse

Return Process

Step 1: Initiate Return

  • Email us at: returns@emeraldenterprises.com
  • Include:
    • Order number
    • Product name and SKU
    • Reason for return
    • Photos (if defective/damaged)

Step 2: Return Authorization

  • We’ll review your request within 2 business days
  • If approved, you’ll receive:
    • Return Authorization (RA) number
    • Return shipping instructions
    • Prepaid shipping label (if our error)

Step 3: Ship Item Back

  • Pack item securely in original packaging
  • Include copy of invoice and RA number
  • Use tracked shipping service
  • Retain tracking number

Step 4: Inspection & Refund

  • We’ll inspect returned item within 5 business days
  • If approved, refund processed within 7-10 business days
  • You’ll receive email confirmation

Refund Details

Refund Amount:

  • Full refund for defective/wrong items
  • Refund minus 15% restocking fee for buyer’s remorse
  • Original shipping costs non-refundable (unless our error)

Refund Method:

  • Refunded to original payment method
  • Bank transfers: refunded to original account
  • Processing time: 7-10 business days after approval

Note: Your bank may take additional 3-5 business days to process refund.

Exchanges

We offer exchanges for:

  • Defective items
  • Wrong items shipped

Exchange Process:

  1. Follow return process above
  2. Specify replacement item in return request
  3. We’ll ship replacement once return received
  4. Price difference will be charged/refunded

Damaged/Defective Items

If you receive damaged or defective product:

  • Contact us within 48 hours of delivery
  • Provide photos of damage and packaging
  • We’ll send replacement immediately
  • Return shipping label provided
  • No restocking fee for our errors

Wrong Item Shipped

If you received wrong item:

  • Contact us within 7 days of delivery
  • Provide photos of received item
  • We’ll send correct item immediately
  • Prepaid return label for wrong item
  • Full refund if replacement unavailable

Cancellations

Order Cancellation:

  • Free cancellation within 2 hours of order placement
  • After 2 hours: contact us immediately
  • If order already shipped: follow return process
  • Custom/bulk orders cannot be cancelled

Special Conditions

B2B/Bulk Orders:

  • Different return terms may apply
  • Contact us for bulk order return policy
  • Restocking fee: 20% for bulk orders

International Returns:

  • Buyer responsible for return shipping costs
  • Customs duties non-refundable
  • Use tracked shipping service
  • We recommend insured shipping

Non-Returnable Items

The following cannot be returned:

  • Customized or personalized items
  • Clearance/sale items (unless defective)
  • Opened sterile medical supplies
  • Digital products/downloads

Warranty

All products include:

  • 1-year manufacturer warranty against defects
  • Warranty covers material and workmanship defects
  • Warranty does not cover normal wear and tear
  • Warranty valid for original purchaser only

Contact Us

Return Questions? 📧 Email: returns@emeraldenterprises.com 📞 Phone: [Your Phone Number] 🕐 Business Hours: Monday-Saturday, 9 AM – 6 PM (PKT)

Return Address: Emerald Enterprises [Your Complete Address] Punjab, Pakistan