SHIPPING POLICY
- All orders will be shipped from Thailand.
- Customers can expect to receive their orders within 7 business days after order confirmation. This may vary due to the length of public holidays in the sender’s and receiver’s countries.
Shipping Methods:
- Delivered Duty Paid (DDP): For shipments to the United States, Canada, EU countries, and Thailand. All duties and taxes are paid by us, ensuring a seamless delivery experience without additional fees for our customers. However, please note that customers may still be asked to pay extra fees such as inspection fees or storage fees for the device. These fees are at the discretion of customs and are not the responsibility of the seller. In case customs open the packages, neuroVIZR is not responsible for any damage to the package.
- Delivered at Place (DAP): For all other countries. Customers are responsible for any duties, taxes, or fees required to clear the package through customs and receive it at its final destination. Please note that fees may apply based on country regulations, and the seller cannot cover these additional costs. In case customs open the packages, neuroVIZR is not responsible for any damage to the package.
Failed Delivery Attempts:
- If a delivery attempt is unsuccessful, the carrier will make a second attempt or hold the package at a nearby facility for pickup.
- An additional fee may be charged for re-delivery if the customer is unavailable or unresponsive.
- If the device is sent back to Thailand due to unresponsiveness of the customer, a 30% restocking fee will be applied. Fees may also apply if the customer requests a new delivery.
- The customer will be responsible for contacting the carrier to find a solution for re-delivery or pickup.
Refused Deliveries:
- If a customer refuses delivery for any reason other than damage, the package will be returned to our facility.
- The customer will be charged a fee, and we will refund the purchase price minus a 30% restocking fee.
- If the customer wishes to have the package re-delivered, they will be responsible for additional fees.
Damaged Packages:
- If a package is received damaged, the customer should notify us immediately at customer@neurovizr.com.
- We will work with the carrier to investigate the damage and provide a refund or replacement as necessary.
Shipping Address Changes:
- If you wish to change the delivery address, please contact us within 24 hours. If a customer wants to change the shipping address after the product has been shipped, they will be responsible for additional fees asked by the carrier for rerouting. We are not responsible if the carrier refuses to reroute the device.
Missing Parcels:
- If the package’s tracking status indicates it was delivered, but the customer cannot find it, they should notify us within 3 days at customer@neurovizr.com. The neuroVIZR team will conduct an initial investigation on the carrier’s website, but the customer will be responsible for contacting the carrier to find a solution to locate the package.
- If we are not notified within 3 days, we will not be responsible for any re-delivery or refunds.
REFUND POLICY
Refund and Limited Warranty Policy
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. Please note that local consumer protection laws may provide additional rights.
To initiate a return under the 30-day money-back guarantee, customers must request a Return Merchandise Authorization (RMA) by contacting us at customer@neurovizr.com. Items returned without an RMA will not be accepted.
For products purchased outside of the US, Canada, EU countries, and Thailand, returns will be handled according to the local consumer protection laws and the specific return policies applicable in those regions.
Service and Two-Year Limited Warranty
Coverage:
- 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.
Exclusions:
- Accessories or consumables (e.g., carrying cases, travel bags, body straps, lenses) are excluded from this warranty.
Procedure:
- To obtain service, contact us at customer@neurovizr.com or through our support portal. Our service team will provide troubleshooting tasks before arranging repair or replacement if covered by the warranty.
Shipping Costs:
- The company covers all shipping costs during the first 30 days after purchase. After 30 days, customers are responsible for shipping costs.
Warranty Period:
- The warranty starts from the date of purchase. Any replacement product or part assumes the remaining warranty of the original product. The warranty is non-transferable and requires proof of purchase.
Exclusions from the Limited Warranty:
- Damages from negligence, improper use, maintenance, product modification, natural causes, theft, or loss are not covered. Tampering with the product voids the warranty.
Implied Warranties:
Any implied warranties, including those of merchantability and fitness for a particular purpose, are limited to the duration of the applicable warranty period. Some jurisdictions do not allow limitations on the duration of an implied warranty.
Returns:
Returns, repairs, or refurbishments for products purchased from third-party resellers must be handled by the reseller.
Return Instructions:
- If your return is accepted, we’ll send you instructions on how and where to send your package, and a return label will be sent via email. Items sent back to us without first requesting a Return Merchandise Authorization (RMA) will not be accepted.
Partial Refunds:
- In some cases, only partial refunds may be granted. This applies to items returned to neuroVIZR in a condition that is not their original state or have missing parts that are not due to any error on the part of neuroVIZR. The determination of the appropriate partial refund amount will be made by NeuroVizr®️ based on an assessment of the returned product’s conditions
- Late or Missing Refunds: If 14 days have passed and you have not yet received your refund, please first check with your bank or credit card company to ensure that the refund has not been credited to your account. Please note that there may be a processing time before the refund appears on your statement. If you have checked and still have not received your refund, please contact customer@neurovizr.com.
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.
