Returns and refunds
Last updated: 4 October 2026
At a glance
| Return window | 7 days from delivery, for unused instruments |
|---|---|
| Refund | The price you paid for the item, within 14 days of it reaching us |
| Return postage | Paid by you, unless the item arrived damaged, faulty or wrong |
| Damaged, faulty or wrong | Tell us within 7 days; we replace or refund it at our cost |
| Cancelling | Free until your order is dispatched |
On this page
Returning an instrument you don't need
Tell us within 7 days of the delivery date. We can accept the return if the instrument:
- hasn’t been used, sterilised or autoclaved;
- comes back in its original packaging, with its labels intact.
You’re welcome to unpack an instrument and look it over when it arrives; that doesn’t count as use. Because these are medical instruments, we can’t take back one that has been used or put through a sterilisation process.
You pay the return postage, and we refund the price you paid for the item.
Damaged, faulty or wrong items
Email us within 7 days of delivery with:
- your order number;
- photos or a short video of the item and its packaging;
- a line on what’s wrong.
We’ll send a replacement or refund you in full, and we pay the return postage. If a fault shows up later, contact us anyway.
How to send a return
- Email info@instrofine.com with your order number, the item and the reason for the return.
- We’ll reply with the return address and instructions. Please wait for them before you send anything.
- Pack the instrument securely in its original packaging.
- Use a tracked service, and keep the receipt until your refund arrives.
Refunds
We refund to your original payment method within 14 days of receiving the item back. Your bank or card provider may take a few more days to show it.
Delivery to you was free, so nothing is deducted for it.
We can’t refund import duties or taxes you paid to your customs authority. Some countries let you reclaim them; your local customs office can tell you how.
Exchanges
If you need a different size or pattern, return the original for a refund and place a new order. That way the new instrument ships without waiting for the return to reach us.
Cancelling an order
You can cancel free of charge until your order is dispatched. Email us with your order number and we’ll refund you in full. Once it has shipped, return it under this policy instead.
Your legal rights
This policy is in addition to your legal rights. If the law where you live gives you more, those rights apply.
Contact
Email info@instrofine.com and include your order number. We reply within 1 business day.
For dispatch and delivery times, tracking and customs, see Delivery.