Terms &
Conditions

Our business & these terms

These Terms and Conditions apply to purchases through www.spiralsurgicalonline.com and explain the responsibilities of SPIRAL Surgical Co. (“we”, “us”) and our customers (“you”). Please read them before placing an order and keep a copy for your records.

Head office: SPIRAL Surgical Co., West Murad Pur, Head Marala Road, Sialkot 51310, Pakistan.
Email: [email protected]
Telephone: +92 333 3388618
WhatsApp: +92 333 8613243
USA office: 30 North Gould Street, Ste 33673, Sheridan, WY 82801, United States.
USA telephone: +1 321 221 5030

The contracting seller and payment recipient for your purchase are identified on the quotation, order confirmation or invoice. If these details are unclear, contact us before paying. An office address does not by itself identify a separate contracting seller.

By placing an order, you agree to the terms presented before purchase. Our Return Policy and Delivery Information provide additional purchase details. Our Privacy Policy explains how we process personal information.

Professional use & product selection

Our instruments are intended for appropriately trained healthcare professionals and authorised organisations. You must be an adult with authority to make the purchase and provide accurate billing, delivery and business information.

Choose instruments suitable for their intended use and check dimensions, working ends, connections and compatibility before ordering. Contact us if you need clarification. Website content is product information and does not replace clinical training, professional judgement or the applicable instructions for use.

Follow the product labelling and instructions for inspection, handling, cleaning, disinfection, sterilisation, storage and maintenance. Unless expressly labelled sterile, do not assume an instrument is supplied sterile or ready for patient use. Do not use a damaged, corroded or malfunctioning instrument.

Buyers must meet applicable requirements for importing, purchasing and using the product in their destination country. This does not remove our own obligations as the seller or manufacturer. Regulatory status must be checked for the specific product and destination; a general registration or certificate is not a claim of approval for every product or use.

Orders & acceptance

Most standard instruments may be ordered individually. Special items, sets and custom orders may have different minimum quantities, which will be communicated before purchase.

Submitting an order or receiving an automated receipt does not by itself confirm our acceptance. Acceptance occurs when we expressly confirm acceptance or dispatch the goods. For production and custom orders, we may confirm acceptance in writing before manufacturing begins.

If an item is unavailable, a price is clearly incorrect, payment cannot be verified or the order cannot lawfully be supplied, we will contact you. We will seek your agreement to any proposed change; if the order cannot proceed, payments for the cancelled items will be refunded. We will not substitute a materially different product without your agreement.

Product photographs support identification. Refer to the written specification for size, finish and included items. Minor appearance variations must not alter the agreed specification or intended function.

Prices, payment & offers

The currency and total payable are shown at checkout or on your written quotation or invoice. Shipping, taxes collected by us and any handling charge must be disclosed before payment. Prices may change for future orders; an accepted order will not be repriced without your agreement.

A handling charge of US$8 may apply to orders below US$200, only where included in the checkout total or agreed quotation. Destination import charges are separate unless expressly included.

We accept major credit and debit cards through the payment services available at checkout or an authorised secure payment link. Bank transfer details, where offered, are supplied through our official payment instructions or invoice. PayPal is not offered. Payment is normally required before dispatch unless we have agreed otherwise in writing.

Your bank or card provider may apply currency conversion or international transaction fees. Never send card security codes, full card numbers or banking passwords by email or WhatsApp. Verify unexpected changes to bank details with our team using established contact details.

Offers apply only within their advertised dates and eligibility conditions. Free delivery, where offered, does not include destination customs duties or taxes unless the offer expressly states otherwise. Offers cannot be combined where their published conditions prohibit this.

Custom orders & cancellations

For custom instruments, engraving, special finishes or made-to-order products, we will agree the relevant specification, price, minimum quantity and estimated lead time before acceptance. Please review and approve drawings and specifications carefully.

Request changes or cancellation promptly by email, quoting your order number. For standard items, we will check whether dispatch can be stopped. Once shipped, a cancellation request may need to follow the return process.

Where permitted by law, cancellation of a custom order after work begins may involve reasonable, evidenced costs for work already completed and materials committed to that order. Any such condition must be disclosed before purchase. Custom goods may be excluded from change-of-mind returns where lawful, but rights relating to defective, misdescribed or incorrectly supplied goods remain available.

Dispatch, delivery & tracking

Dispatch is the date goods leave our facility; delivery is their arrival at your address. The estimate stated for your order or agreed quotation takes priority over general guidance.

As a general guide, allow approximately 4–6 working days for dispatch of stocked items and approximately 20–30 days for items requiring production, depending on specifications and quantity. Courier transit commonly takes around 6 working days, but varies by destination and customs processing. These are estimates, not guaranteed deadlines, unless expressly agreed.

We use international carriers such as DHL, FedEx and UPS where available. Tracking information is provided when available. Supply a complete address, reachable telephone number and any required importer details, and tell us promptly about an address correction. Extra costs caused by a requested redirection must be explained before you agree.

Contact us if delivery is overdue or a parcel appears lost. We will investigate with the carrier and arrange an appropriate remedy in accordance with the contract and applicable law. A carrier’s claims deadline does not automatically extinguish your statutory rights. For consumers, risk passes on physical delivery to you or your nominated recipient, except where applicable law provides otherwise; business shipment arrangements may be agreed separately in writing.

If a material delay occurs, we will explain the revised estimate and any cancellation or refund options available under the agreement and applicable law.

Import duties & customs

Unless your order expressly includes these costs, you are responsible for destination import duties, VAT or other import taxes, and customs or carrier clearance charges. These amounts are set by the relevant authorities or service providers and are generally separate from our delivery charge.

We provide export and commercial documentation applicable to our shipment. You must supply destination permits or importer information required from you. We cannot guarantee customs clearance times or undervalue goods, misdescribe shipments or mark a commercial purchase as a gift.

If a parcel is refused or returned because required import information or charges are not provided, contact us to arrange a resolution. Any lawful deduction from a refund must reflect actual, reasonable costs, be explained to you and remain subject to your applicable legal rights. Failure to deliver does not automatically entitle us to retain the entire payment.

Returns, refunds & delivery issues

Please read our Return Policy before purchase. It explains return eligibility, time limits, applicable restocking fees and refund processing. We do not replace those details with a different schedule on this page.

Contact us before returning goods so we can provide an RMA reference and safe return instructions. Quote your order number and explain the issue; photographs may help. Please report visible damage, shortages or an incorrect shipment promptly, ideally within 10 working days of delivery. This request supports investigation and does not shorten mandatory legal rights or exclude a defect discovered later.

Change-of-mind returns may require unused goods, original packaging and complete accessories, subject to applicable law and the published Return Policy. A restocking fee must not be imposed where prohibited, including for a remedy we are legally required to provide for faulty or incorrectly supplied goods.

Do not send instruments contaminated with biological material. Tell us if goods have been used so we can arrange safe handling; any required decontamination must follow the product instructions. Use alone does not remove a valid claim for a manufacturing defect.

Approved refunds are returned through the original payment method where practicable. Processing follows the Return Policy or any shorter mandatory legal deadline. Your payment provider may require additional time to post the credit.

One-year manufacturing warranty

We provide a one-year warranty from delivery against manufacturing defects, including rust, corrosion or pitting attributable to a manufacturing defect. Keep your invoice and any product or batch identification.

The warranty does not cover normal wear, misuse, accidental damage, unauthorised alteration or damage caused by cleaning, chemicals, sterilisation or storage contrary to the applicable instructions. A claim is assessed according to its cause; corrosion is not automatically evidence of misuse.

To request support, email your order details, a description of the problem and clear photographs. We will assess the issue and explain the appropriate repair, replacement or refund remedy, including return arrangements. Statutory remedies and any mandatory longer protection remain unaffected by this commercial warranty.

Website, accounts & intellectual property

Keep account credentials secure and contact us if you suspect unauthorised access. You must not misuse checkout, submit fraudulent orders, interfere with website security or upload unlawful content. Access may be restricted for justified security or misuse reasons, without removing rights arising from an existing order.

Our branding, original photographs, product descriptions and other website materials are owned by us or used with permission. You may view and retain information for legitimate purchase purposes. Commercial reproduction or use of our branding requires permission unless permitted by law.

Reviews must reflect your experience and must not disclose patient information, private payment details or another person’s confidential information. External services and links may have their own terms. Website availability is not guaranteed, but an outage does not remove our obligations for accepted orders.

Responsibility & events beyond control

We are responsible for meeting the agreed product specification and our obligations under applicable law. We do not guarantee a particular clinical outcome; safe selection and use require qualified professional judgement.

For business purchases only, and to the extent permitted by applicable law, we are not responsible for indirect or consequential loss such as lost profits or business interruption. This provision does not exclude agreed contractual remedies or any liability that cannot lawfully be limited.

Nothing excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, mandatory product liability or any other liability that cannot lawfully be excluded.

Events beyond reasonable control, such as natural disasters, transport disruption or government restrictions, may affect fulfilment. We will notify affected customers and take reasonable steps to reduce disruption. These events do not create an unlimited right to delay delivery or retain payment; cancellation and refund rights remain subject to the contract and applicable law.

Disputes, governing law & updates

Please contact [email protected] first with your order number and a description of your concern so we can seek a practical resolution. This does not restrict access to your bank, a regulator, a court or another remedy available by law.

For orders contracted with our Pakistan business, Pakistani law applies, subject to mandatory protections applicable to the buyer. Where another seller is expressly identified on your order documentation, any separately agreed governing-law provision applies. Consumers retain any mandatory rights to bring proceedings in an eligible local court. These terms do not require mandatory arbitration or waive those rights.

The version presented when you order applies to that purchase. Later revisions apply to future orders and do not retrospectively alter accepted purchases. If a provision is unenforceable, the remaining terms continue to apply to the extent permitted by law. Any individually agreed change must be recorded in writing.