Refund, Returns and Cancellation Policy

Effective Date: 10 November 2026
Last Updated: 10 November 2026

1. Introduction

BEW Global Vision Private Limited is committed to providing quality ophthalmic and surgical products to hospitals, clinics, eye care professionals, medical institutions and other authorized customers.

We aim to ensure that every order is processed, packaged and delivered accurately. This Refund, Returns & Cancellation Policy explains the conditions under which customers may request cancellations, returns, replacements or refunds for products purchased through our website.

By placing an order on our website, you acknowledge that you have read and understood this policy.

2. Eligibility for Returns

Due to the medical and surgical nature of our products, certain hygiene, safety and packaging requirements apply.

A return or replacement request may be considered in the following circumstances:

  • The product received is damaged during transportation.
  • The product delivered is incorrect or different from the product ordered.
  • The product has a manufacturing defect.
  • The product is missing components or items that were included in the confirmed order.
  • The product does not match its advertised description or agreed specifications.
  • The product has another verified quality issue.

Unopened products in their original sealed packaging may be returned only with our prior written approval.

All requests will be reviewed based on the nature of the complaint, supporting evidence and applicable consumer protection laws.

3. Non-Returnable Products

For hygiene, sterility and patient-safety reasons, the following products are generally not eligible for return:

  • Products that have been opened, used or tampered with.
  • Sterile medical products with broken, damaged or compromised packaging.
  • Surgical blades, surgical kits, surgical drapes and other sterile supplies where the original protective packaging has been opened.
  • Products damaged due to improper storage, handling or use after delivery.
  • Products returned without their original packaging, labels or identification, where these are necessary for verification.

Important: These restrictions do not exclude remedies available under applicable law for defective, damaged, incorrect, spurious or misrepresented products.

4. Return Request Procedure

Customers who identify an issue with their order should contact our customer support team at support@bewgv.com as soon as possible.

To initiate a return or replacement request, please provide:

  1. Order ID or invoice number.
  2. Product name and quantity.
  3. Description of the issue.
  4. Clear photographs or videos showing the issue, where applicable.
  5. Relevant packaging and shipping-label photographs.

Our team will review the submitted information and communicate the next steps.

Customers should not dispatch products back to us without receiving return instructions from our support team.

5. Inspection and Approval

BEW Global Vision Private Limited may inspect returned products or request additional information to verify the reported issue.

Return and replacement requests will be evaluated individually, taking into consideration:

  • The condition of the product.
  • Original packaging and seal integrity.
  • Nature of the reported defect or discrepancy.
  • Supporting photographs, videos and documentation.
  • Applicable product safety and hygiene requirements.

We will communicate the outcome of the review to the customer.

6. Refund Policy

Refunds may be considered in circumstances including:

  • An approved return of a defective or damaged product.
  • Delivery of an incorrect product where replacement is not feasible.
  • Cancellation of an eligible order before dispatch.
  • Non-fulfilment of a confirmed order.
  • Other circumstances where a refund is required under applicable law.

Once a refund is approved, it will generally be processed through the original payment method wherever possible.

The time taken for the amount to appear in the customer’s account may depend on the payment gateway, banking institution or payment provider.

Accepted refunds will be processed within the applicable legal timeframe and communicated to the customer.

7. Order Cancellation

Customers may request cancellation before their order has been dispatched.

Cancellation requests received after dispatch may not be eligible for cancellation through the normal process.

However, customers may contact our support team to discuss the available options.

BEW Global Vision Private Limited reserves the right to cancel an order in circumstances such as:

  • Product unavailability.
  • Incorrect product pricing or listing information.
  • Payment verification issues.
  • Suspected fraudulent transactions.
  • Operational or logistical constraints.

If an order is cancelled by us after payment has been received, an eligible refund will be initiated.

Any cancellation charges, where legally permissible, will be disclosed transparently and applied consistently with applicable law.

8. Replacement Policy

Where a product is verified as defective, damaged or incorrectly supplied, BEW Global Vision Private Limited may offer a replacement, subject to product availability and applicable legal requirements.

If a replacement is unavailable or unsuitable, an appropriate refund or other legally available remedy will be considered.

9. Return Shipping Charges

The responsibility for return shipping charges will depend on the reason for the return.

  • Incorrect product delivered: Return shipping will be arranged or covered by us, as applicable.
  • Product damaged during transportation: Return shipping arrangements will be communicated by our support team.
  • Verified manufacturing defect: Appropriate return shipping arrangements will be provided by us.
  • Other approved return requests: Shipping charges will be communicated before the return is arranged.

Customers should not incur return shipping expenses without prior coordination with our support team.

10. Refund Processing Time

Once a return or refund request has been approved and any required verification has been completed, we will initiate the refund process.

Refunds will be processed within the timeframe required by applicable law. The actual credit date may vary depending on the payment provider or bank.

Customers will be notified once the refund has been initiated.

11. Damaged or Incorrect Deliveries

Customers are encouraged to inspect the outer packaging and delivered products upon receipt.

If an order arrives visibly damaged, incorrectly supplied or with compromised packaging, please notify our support team promptly and provide supporting photographs or videos.

Where possible, customers should retain the original packaging, shipping label and invoice until the issue has been resolved.

12. Limitation of Policy

Nothing in this policy is intended to exclude, restrict or override any rights or remedies available to customers under applicable Indian laws.

The company will assess complaints fairly and in accordance with applicable legal requirements.

13. Governing Law and Jurisdiction

This policy shall be governed by and interpreted in accordance with the laws of India.

Subject to applicable laws and the jurisdiction of statutory consumer dispute redressal authorities, courts of competent jurisdiction at Guntur, Andhra Pradesh, shall have jurisdiction over disputes arising in connection with this policy, to the extent legally permissible.

Nothing in this clause shall restrict a consumer from approaching a competent consumer commission or other statutory authority where permitted by law.

14. Policy Amendments

BEW Global Vision Private Limited reserves the right to update or modify this policy from time to time to reflect changes in business practices, operational requirements or applicable laws.

Any revised policy will be published on this website with an updated effective date.

Customers are encouraged to review this page periodically.

15. Contact Information and Grievances

For questions, cancellations, returns, replacements or refund-related enquiries, please contact us:

BEW GLOBAL VISION PRIVATE LIMITED

We acknowledge complaints within 48 hours of receipt and aim to resolve them within one month, as required under the Consumer Protection (E-Commerce) Rules, 2020.

We are committed to reviewing customer concerns and providing appropriate assistance in a fair and timely manner.

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