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Effective and last updated:
Applies To: Products and Associated Accessories by SurgeonsLab
Location of Origin: Designated Logistics Centers of SurgeonsLab
This Policy governs the shipment, delivery, inspection, warranty repair, and return of physical simulation hardware, interchangeable pathology modules, fluid accessory kits, and integrated software platforms supplied by SurgeonsLab to institutional clients, academic medical centers, medical device OEMs, and authorized distributors.
Contractual Priority: Where an order incorporates SurgeonsLab’s General Terms and Conditions for Sale or Lease/Rental, those GTCs govern the transaction and prevail over conflicting terms unless the Order Form expressly states a deviation or the parties sign an amendment. The commercial terms in this Policy apply to orders accepted under it and to express deviations adopting it. This Policy does not amend existing signed agreements.
Scope of Returns: The 14-day commercial return window and 25% restocking and recalibration fee apply to eligible non-defective sales returns. Warranty claims and the return of leased or rented equipment at the end of the agreed term follow their respective procedures. Ownership, lease duration and end-of-term return obligations are governed by the applicable Lease/Rental agreement.
Standard Hardware & Off-the-Shelf Modules: Orders for standard hardware and off-the-shelf models are processed and dispatched within 1 to 3 weeks, depending on stock availability, following order confirmation or receipt of payment, as applicable.
Custom & Patient-Specific DICOM Modules: Custom anatomical models and modules derived from customer-submitted DICOM (CTA/MRA/DSA) datasets require custom digital reconstruction, validation and 3D manufacturing. Dispatch lead times range from 1 to 6 weeks, depending on order priority and production requirements; orders requiring more production time may require 4 to 6 weeks. These lead times begin after final design approval. Dispatch lead times exclude carrier transit time and customs clearance.
Standard Delivery Terms: Unless explicitly agreed upon in a formal quotation or commercial contract, shipments are executed under DAP (Delivered at Place, Incoterms 2020) to the customer’s agreed delivery address. SurgeonsLab arranges door-to-door transportation to that address and handles export and transit customs formalities required under DAP.
Online Order Shipping Charges: The customer pays the shipping fee at checkout. SurgeonsLab arranges and pays the carrier for the door-to-door shipment covered by that fee. The shipping fee does not include destination import clearance, import duties, taxes, customs brokerage fees or other destination charges payable by the customer.
Carriers & Tracking: Shipments are dispatched via international express carriers or specialized logistics partners. Tracking credentials and dispatch documentation are transmitted automatically to the designated customer contact upon carrier pickup.
Passing of Risk: Under DAP, risk of loss or damage transfers to the customer when the goods are placed at the customer’s disposal at the agreed delivery address on the arriving means of transport, ready for unloading, subject to the customer’s obligations under DAP. The customer is responsible for unloading.
Duties & Clearance: For DAP shipments, the customer is responsible for arranging import customs clearance, providing required import documentation, and paying all applicable destination import duties, value-added taxes (VAT), sales taxes, customs brokerage and clearance fees, and other destination import charges. These costs are not covered or reimbursed by SurgeonsLab and are not included in the shipping fee.
Customs Holds: SurgeonsLab is not liable for delivery delays resulting from customs retention, regulatory inspection holds, or unpaid local import tariffs in destination countries.
SurgeonsLab precision models and modules are packaged in custom protective shock-absorbing enclosures. Upon receipt, the recipient must execute the following protocol:
Immediate Exterior Inspection: Visually inspect the outer shipping container for puncture, crush, or moisture damage prior to signing the carrier delivery receipt.
48-Hour Damage Reporting Window: Any visible physical damage to the shipment, missing components, or transit-induced defects must be reported to SurgeonsLab in writing within 48 hours of delivery.
Required Documentation: Damage reports must be submitted to info@surgeonslab.com with:
Packaging Retention: Original shipping packaging and internal foam inserts must be retained for inspection by the carrier’s insurance adjusters. Failure to retain original packaging may invalidate shipping insurance claims.
No physical returns will be accepted without prior written authorization from SurgeonsLab. Unsolicited shipments will be refused and returned to the sender at the sender’s expense.
RMA Request Window: Return requests for standard, non-customized, unused hardware platforms must be submitted within 14 calendar days from the date of delivery.
RMA Process:
Condition Requirements: Approved standard hardware returns must be shipped in their original, un-damaged packaging, complete with all included fittings, connectors, manual documentation, and accessories.
Restocking Fee: Approved non-defective returns of standard off-the-shelf platforms are subject to a 25% restocking and recalibration fee, calculated on the returned product’s purchase price, to cover inspection, pressure testing and repackaging. This fee is borne by the customer and deducted from the approved product refund.
The following items are not eligible for non-defective commercial returns. These exclusions do not prevent evaluation of a manufacturing defect under the applicable warranty or restrict rights that cannot lawfully be excluded:
Warranty Coverage: SurgeonsLab platforms are backed by a standard 12-month limited warranty from the date of delivery, covering structural defects in anatomical modules, internal flow channel delamination, and electronic / haptic drive unit failures resulting from manufacturing defects during normal intended use. Warranty claims must be reported to info@surgeonslab.com promptly after discovery, with the order details, serial number and supporting description or photographs. The 14-day commercial return window and 48-hour transit-damage reporting window do not shorten this warranty period.
Warranty Terms: Repair or replacement does not restart or extend the original warranty period unless expressly agreed or required by law. Third-party products, content and components are subject to their provider’s warranties unless SurgeonsLab expressly agrees otherwise. Inspection and acceptance procedures under an incorporated GTC or signed agreement remain applicable in accordance with the Contractual Priority provision above.
Exclusions from Warranty: Warranty coverage is voided in cases of:
Warranty Repair Workflow: For verified warranty claims, SurgeonsLab will, at its discretion, either supply replacement components, issue an authorized RMA for bench-top repair at our facility, or replace the defective unit. SurgeonsLab covers standard freight costs for verified warranty repairs and will issue a prepaid shipping label for any authorized return shipment. Standard freight for sending repaired or replacement hardware back to the customer is also covered. The 25% restocking and recalibration fee does not apply to an authorized return for a verified warranty claim or shipping error attributable to SurgeonsLab.
Defective or Mis-shipped Items: If a return is authorized due to a verified manufacturing defect or shipping error attributable to SurgeonsLab, SurgeonsLab covers standard freight costs and will issue a prepaid shipping label. Any destination import duties, taxes or customs clearance fees remain the customer’s responsibility.
Standard Commercial Returns: For all other authorized non-warranty returns, the customer is responsible for all return shipping fees, export documentation, customs clearance fees, and transit insurance. Risk during return transport remains with the sender until received at SurgeonsLab facilities.
Standard Orders: Cancellations or modifications for standard off-the-shelf items are accepted without fee if requested in writing prior to carrier pickup.
Custom DICOM Manufacturing Orders: Cancellations for custom patient-specific modules are accepted within 24 hours of order placement. Once digital segmentation or 3D additive manufacturing has commenced, custom orders cannot be cancelled or refunded.
SurgeonsLab Inc.
130 N Preston Rd, Prosper, TX 75078, United States.
Email: info@surgeonslab.com
Website: www.surgeonslab.com