Shipping & Refund Policy

Last Modified: Feb 20, 2025

SHIPPING POLICY
All orders will be shipped from Thailand. Customers can expect to receive their orders within 7 business days after order confirmation. Delivery times may vary due to public holidays in both the sender’s and receiver’s countries.

Shipping Methods:

• Delivered Duty Paid (DDP): Available for shipments to the United States, Canada, EU countries, and Thailand. All duties and taxes are covered by us to ensure a seamless delivery experience. However, customers may still be required to pay additional fees such as inspection or storage fees, which are determined at the discretion of customs and are not the seller’s responsibility. If customs open the package, neuroVIZR is not responsible for any damage incurred.
• Delivered at Place (DAP): Applies to all other countries. Customers are responsible for any duties, taxes, or fees required to clear customs and receive the package. Fees may vary based on country regulations, and neuroVIZR cannot cover these costs. If customs open the package, neuroVIZR is not responsible for any damage incurred.

Failed Delivery Attempts:

If a delivery attempt is unsuccessful, the carrier will attempt a second delivery or hold the package at a nearby facility for pickup. Additional fees may apply for re-delivery if the customer is unavailable or unresponsive. If the package is returned to Thailand due to customer unresponsiveness, a 30% restocking fee will be applied. If the customer requests a new shipment, additional shipping fees will apply. The customer is responsible for contacting the carrier to arrange 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. A 30% restocking fee will be applied. If the customer requests re-delivery, they will be responsible for all additional shipping fees.

Damaged Packages:

If a package is received in a damaged condition, the customer must notify us immediately at customer@neurovizr.com with photographic evidence of the damage. We will work with the carrier to investigate the issue and provide a refund or replacement if necessary.

Shipping Address Changes:

Customers may request a shipping address change within 24 hours of placing an order by contacting us. If the request is made after the product has shipped, neuroVIZR will attempt to reroute the package if possible, but any additional rerouting fees imposed by the carrier will be the customer’s responsibility. neuroVIZR is not responsible if the carrier refuses to reroute the package.

Missing Parcels:

If the tracking status indicates that the package has been delivered but the customer cannot locate it, they must notify us within 3 days at customer@neurovizr.com. We will assist with an initial investigation with the carrier. However, the customer is ultimately responsible for contacting the carrier to resolve the issue. If we are not notified within 3 days, neuroVIZR will not be responsible for re-delivery or refunds.

REFUND POLICY

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.
• Any tampering with the product voids the warranty.

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.