Frequently Asked Questions

The neuroVIZR products purchased through our online channels include a 30-day money-back guarantee for a full refund if not satisfied, for any reason. This applies only to products purchased in the US, Canada, EU countries, and Thailand. 

After 30 days, the Company assumes that you received the purchase and that you’re satisfied with the Product and its accessories. Only claims related to the 2-year warranty will be processed after 30 days.

The warranty covers any defects in workmanship or materials under normal use during the warranty period. We will repair or replace the product or parts that prove defective due to improper material or workmanship.

You must first contact us by email at customer@neurovizr.com or through the support portal on our website, to determine the problem and the most appropriate solution. Please note that in order to proceed with a warranty service request, you will be instructed to perform a certain number of troubleshooting tasks by our service team.

You may fill in the RETURN/REPAIR form and let us know what is wrong with your product.

We will either repair or replace the product at no charge. Once troubleshooting tasks have been performed and our service team has determined that the failure is covered by the warranty, we will arrange for our courier to pick up the product or we may decide to send you a replacement unit instead.

During the first 30 days after the purchase date, the Company will cover all shipping costs. After 30 days from the purchase date, the customer will be responsible for all shipping costs.

The warranty period for all Company products starts from the date of purchase. Any replacement product or product part assumes the remaining warranty of the original product. The limited warranty cannot be transferred. Only the persons registered in our store as buyers or as shipment recipients will be entitled to warranty coverage. The company reserves the right to request proof of purchase prior to offering warranty services.first 30 days after the purchase date, the Company will cover all shipping costs. After 30 days from the purchase date, the customer will be responsible for all shipping costs.

Our products are not user-serviceable. Do not open them or tamper with the finished goods in any way as this will void the manufacturer’s warranty. All warnings, cautions, and instructions contained in the instructions for use (IFU) must be followed to ensure full warranty coverage.

The limited warranty does not cover product damages or malfunctions resulting from negligence (like scratches, cracks, falls, water immersion, etc), improper use together with other accessories or chargers not provided by the manufacturer/distributor, improper maintenance or product modification; damage by natural causes like lightning, floods, rain or other natural disasters; theft or loss of the product.