Refund policy

Last Modified: Feb 20, 2025

14-Day Money-Back Guarantee:

neuroVIZR products purchased through our online channels include a 14-day money-back guarantee for customers in the US, Canada, EU countries, and Thailand. This period begins from the date of delivery. If not satisfied for any reason, customers may request a full refund within this period. Additional rights may apply under local consumer protection laws. To initiate a return under this guarantee, customers must request a Return Merchandise Authorization (RMA) by contacting customer@neurovizr.com. Items returned without an RMA will not be accepted. Customers are responsible for return shipping costs, and they must use their preferred shipping method to send the product back. Upon receiving the returned item, neuroVIZR will initiate the refund process, which will be completed within 14 days. For purchases made outside of the US, Canada, EU countries, and Thailand, returns will be subject to local consumer protection laws and applicable return policies.

Return Process & Refunds:

If a return is accepted, customers will receive instructions on how to ship the product back.
Items sent back without an RMA will not be accepted.
Customers are responsible for return shipping costs.
Upon receiving the returned item, neuroVIZR will process the refund within 14 days.

Refund Processing Time:

Refunds will be processed within 14 days of receiving the returned item. Customers should check with their bank or credit card provider if a refund has not appeared in their account. If 14 days have passed and the refund has not been received, customers should contact customer@neurovizr.com for further assistance.

Two-Year Limited Warranty Coverage:

The warranty covers defects in materials or workmanship under normal use.
If a defect is found, we will repair or replace the product or its defective parts.
Exclusions: Accessories or consumables such as carrying cases, travel bags, body straps, and lenses are not covered under the warranty.

Service Process:

To obtain warranty service, customers must contact customer@neurovizr.com or use our support portal. Our team will provide troubleshooting steps before arranging repairs or a replacement if covered under warranty.

Shipping Costs for Warranty Claims:

neuroVIZR covers all shipping costs within the first 30 days of purchase.
After 30 days, customers are responsible for shipping costs related to warranty claims.

Warranty Period:

The warranty begins from the date of purchase.
Any replacement product or part carries the remaining warranty of the original product.
The warranty is non-transferable and requires proof of purchase.

Exclusions from Warranty Coverage:

Damages caused by negligence, improper use, unauthorized modifications, natural disasters, theft, or loss are not covered. Opening or modifying the device does not void the warranty unless the issue arises from the modification itself.

Implied Warranties:

Any implied warranties, including merchantability and fitness for a particular purpose, are limited to the duration of the stated warranty period. Some jurisdictions do not allow limitations on the duration of implied warranties, so this may not apply in certain cases.

Limitation of Liability:

THE COMPANY SHALL BE UNDER NO LIABILITY FOR ANY DEFECTS IN THE PRODUCTS ARISING FROM REGULAR WEAR AND TEAR, OR ANY WILLFUL DAMAGE, NEGLIGENCE, SUBJECTION TO ABNORMAL WORKING CONDITIONS, FAILURE TO FOLLOW THE PRODUCT’S WRITTEN INSTRUCTIONS (QUICK START INSTRUCTIONS, YOUR PERSONAL GUIDE AND INSTRUCTIONS FOR USE), MISUSE OR ALTERATION OR REPAIR OF THE PRODUCTS WITHOUT THE COMPANY’S APPROVAL, OR ANY OTHER ACT OR OMISSION ON YOUR PART OR ANY THIRD PARTY.

IN THE EVENT OF ANY BREACH OF THE WARRANTY, OUR LIABILITY SHALL BE LIMITED TO REPAIR OR, IF THAT IS NOT PRACTICAL, TO REPLACEMENT OF THE PRODUCT(S) IN QUESTION.

IN NO CASE WE WILL BE LIABLE FOR ANY SUMS ABOVE WHAT YOU HAVE PAID FOR THE PRODUCT(S). EXCEPT AS PROVIDED IN THIS WARRANTY AND TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE COMPANY IS NOT RESPONSIBLE TO YOU (THE CUSTOMER) OR ANY THIRD PARTY FOR INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM ANY BREACH OF EXPRESS OR IMPLIED WARRANTY OR CONDITION, OR UNDER ANY OTHER LEGAL THEORY, INCLUDING BUT NOT LIMITED TO LOSS OF USE, REVENUE, ANTICIPATED PROFITS, BUSINESS OPPORTUNITY, GOODWILL AND REPUTATION.

THE COMPANY’S LIABILITY SHALL UNDER NO CIRCUMSTANCES EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR THE DEFECTIVE PRODUCT. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. THE ABOVE LIMITATIONS SHALL NOT APPLY TO DEATH OR PERSONAL INJURY CLAIMS, OR ANY STATUTORY LIABILITY FOR INTENTIONAL AND GROSS NEGLIGENT ACTS AND/OR OMISSIONS.

Governing Law and Dispute Resolution:

This warranty is governed by the laws of Estonia. Any disputes will be settled by the courts of Estonia.

For further assistance, please contact us at customer@neurovizr.com or visit our website.