Refund &
Cancellation Policy
At VOGEL by D.R. Surgicare, we value transparency, safety, and professionalism in every transaction. This policy explains the terms that apply to refunds, eligible replacements, and order cancellations.
Processed and dispatched orders are generally non-refundable.
Eligible damage or defects must be reported promptly.
Cancellation depends on the order’s current fulfilment status.
No Refund Policy
All sales are considered final once an order has been processed and dispatched, except where otherwise required by applicable law.
Because we supply medical-grade instruments and equipment, returned products can present safety, sterility, quality-control, and traceability concerns. Refunds are therefore not normally issued for:
- A change of mind after purchase.
- Incorrect product, size, specification, or quantity selected by the customer.
- Courier or logistics delays outside our reasonable control.
- A decision not to use the product after delivery.
Please verify product specifications, compatibility, quantity, billing details, and delivery information before confirming an order.
Replacement Policy
7-day reporting windowIf a product is defective, damaged in transit, or not functioning as expected when delivered, you may submit a replacement request for review.
Conditions for replacement
- The issue must be reported within 7 calendar days of delivery.
- The product should be unused, in its original packaging, and in the condition received, except where reasonable inspection was necessary to identify the issue.
- Clear photographs or videos showing the defect, damage, packaging, and shipping label must be provided.
- The order number, customer details, and a clear description of the issue must be included.
- Replacement approval is subject to verification by our quality-assurance team.
Requests submitted after the seven-day reporting period may not qualify under this replacement process unless applicable law, warranty terms, or written service terms provide otherwise.
How to Request a Replacement
Send one complete request so our team can review the matter without unnecessary delays.
- 1Email your request
Write to info@vogelcare.com using the subject: Replacement Request – [Your Order ID].
- 2Explain the issue
Briefly describe the defect, damage, or functional problem and when it was identified.
- 3Attach clear evidence
Include photographs or videos of the product, outer packaging, shipping label, and affected area.
- 4Add your order details
Provide your full name, contact number, order ID, invoice details, and delivery date.
Once a replacement is approved, we will coordinate dispatch of the same eligible item. Product upgrades, substitutions, or refunds are not included unless confirmed separately in writing.
Order Cancellation Policy
An order may be cancelled only before it has been processed, packed, customised, procured specifically for the customer, or shipped. Once fulfilment has started, cancellation may no longer be possible.
The order has not entered processing, packing, customization, or dispatch.
The order is being processed, packed, customised, procured, or shipped.
To request cancellation, contact us immediately. Approval depends on the order status at the exact time the request is reviewed.
Exceptions & Special Cases
Government-directed recalls, verified critical safety concerns, legal requirements, or written manufacturer warranty terms may be handled outside the standard process. Any exceptional resolution will be determined by VOGEL by D.R. Surgicare after reviewing the product, order, supporting evidence, applicable regulations, and contractual terms.
Contact the VOGEL team
For a replacement, cancellation, or policy question, contact us with your order details so our team can assist you efficiently.
By purchasing from VOGEL by D.R. Surgicare, you acknowledge this Refund & Cancellation Policy. We appreciate your trust and remain committed to serving you with care and integrity.
