SHIPPING POLICY

• All orders for the United States and Canada will be shipped from our facility in the USA, while orders for Europe will be shipped from Estonia, and orders for the rest of the world will be shipped from Thailand.
• It may take up to one week for customers to receive their orders after the order is confirmed
• We will be using Delivered Duty Paid (DDP) for shipping to the United States, Canada, EU-countries, and Thailand. This means that all duties and taxes associated with the shipment will be paid by us, the seller, so that our customers can enjoy a seamless delivery experience without having to worry about additional fees. For all other countries, we will be using Delivered at Place (DAP), which means that the customer will be responsible for paying any duties, taxes, or fees required to clear the package through customs and receive it at its final destination. Please note that fees may be applied depending on the country regulations.
  
  

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.
• If the customer is unavailable or unresponsive, an additional fee may be charged for re-delivery.
  
  

Refused Deliveries:

• If a customer chooses to refuse 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 40% 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:

• In the event that a customer wants to change a shipping address (re-route) after we ship out the product, the customer will be responsible for additional fees.
  
  

Missing Parcels:

• If the package’s tracking status says it was delivered, but a customer can’t find it, the customer should notify us immediately at customer@neurovizr.com within 3 days.
• After 3 days, we will not be responsible for any re-delivery or refunds.

REFUND POLICY

Refund and Limited Warranty Policy

NeuroVizr™ is a trademark of Brain Prime Technology Pte.Ltd. (the Company)

All our new products purchased through NeuroVizr™ online channels, include a thirty (30) day money-back guarantee for a full refund if you’re not satisfied, for any reason. Please note that the 30-day money-back guarantee only applies 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.

“Refurbished” or “reconditioned” equipment usually has received cosmetic or functional repairs of some kind. A cosmetically refurbished item will have no functional problems, but it may have received repairs to improve its visual appeal. Other refurbished items may include replacement parts/accessories prior to resale to restore them to functionality. Lastly, fully refurbished equipment has received repairs that restore it to like-new condition. A complete refurbishment typically includes both cosmetic and functional repairs.

Refurbished products are sold “as is” and cannot be returned. Refurbished products are also covered by the two (2) limited warranty.

Service and Two-Year Limited Warranty

NeuroVizr™ headsets is not user-serviceable. Do not open the housing, this will void the manufacturer’s warranty.

All warnings, cautions, and instructions contained in this manual must be followed to ensure full warranty coverage.

What is covered by the limited warranty?

The two (2) year warranty covers any defects in workmanship or in materials under normal use during the warranty period. The Company will repair or replace, at no charge, the product or parts of product that prove defective because of improper material or workmanship, under normal use and maintenance. Accessories or consumables are excluded from this warranty. Excluded items are listed as follows: carrying cases, travel bags, body straps, goggles, etc.

What do you have to do?

To obtain this service, 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.

How do we fix the problems?

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.

What about shipping costs during the warranty period?

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.

When does the warranty period start?

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.

What is not covered by the limited warranty?

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.

Implied Warranties

Any implied warranties including, without limitation, warranties of merchantability and fitness for a particular purpose, shall be limited to the duration of the applicable warranty period. Some jurisdictions do not allow limitations on the duration of an implied warranty, so the above limitation may not apply to you.

Returns

If you have purchased your NeuroVizr™ device from a third-party Reseller (anywhere except our official website: www.neurovizr.com) all product returns, repairs or refurbishments will be handled exclusively by the Reseller.

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 limited warranty shall be governed by the laws of the Singapore without regard to its conflict of law provisions. Any dispute arising from this limited warranty policy agreement will be settled by the courts of the Singapore.