Refund & Returns Policy

Falcon Medical manufactures precision dental and surgical instruments. Because many of our products are professional medical instruments, our returns policy reflects both standard consumer protections and the hygiene, safety and custom-order considerations specific to our industry.

1. Standard Orders (30-Day Return Window)

For individual/clinic orders placed through our online shop, you may request a return within 30 days of delivery, provided the item is:

• Unused, unopened and in its original packaging.
• Not from the non-returnable categories listed below.

To start a return, contact us at info@falconmedical.id with your order number and reason for return.

2. Non-Returnable Items

For hygiene and safety reasons, and in line with standard practice for medical/surgical instruments, the following cannot be returned once the original packaging has been opened:

• Instruments with broken sterile packaging or seals.
• Custom laser-engraved, custom-branded, or made-to-order items.
• Products explicitly marked as final sale on their listing.

3. Damaged or Defective Items

If an item arrives damaged, defective, or does not match your order, contact us within 7 days of delivery with your order number and photos of the issue. We will arrange a replacement, repair or refund at no additional cost to you, in line with our manufacturing quality commitments.

4. B2B, Bulk & Tender Orders

Orders placed through our Bulk Order Quote / B2B process are governed by the terms agreed in the corresponding quote or purchase agreement, which take precedence over this general policy. Custom branding, bulk manufacturing runs and tender-specific packaging are non-returnable once production has started, except in the case of a manufacturing defect.

5. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds are processed to your original payment method within a reasonable timeframe. Return shipping costs are the responsibility of the customer unless the return is due to our error (damaged, defective or incorrect item).

6. Contact Us

For any return, refund or warranty question:
Falcon Medical HQ, Jakarta & Surabaya, Indonesia
Email: info@falconmedical.id