Terms of service
Neupulse General Terms of Use and Terms and Conditions of Sale
Last Updated: 13th October 2025
About us
We are Neupulse (the trading name of Neurotherapeutics Ltd, incorporated in England and Wales with registered company number 13198315, and with registered office address at (The Ingenuity Centre University Of Nottingham Innovation Park, Triumph Road, Nottingham, England, NG7 2TU) (“Neupulse”, “we”, “us”). We run the Neupulse website https://neupulse.co/ through which you can buy our products.
Contact Information
To contact us, please email our Customer Experience team at enquiries@neupulse.co.uk.
If we need to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us when you placed at order with us or when you contacted us.
These terms and conditions, plus our privacy and cookie policies apply to your use of our website and any orders which you place
These terms and conditions (“Terms”) apply to your use of and access to our site and to all purchases of products made through our website. By accessing our site, you are agreeing to comply with these Terms.
The Terms are split into two sections:
● Section A - General terms which apply to all users of our website
● Section B - Terms which apply to making purchases through our website
Our privacy policy and cookie policy also apply to your use of our website and how we collect and use your data.
A. GENERAL TERMS WHICH APPLY TO ALL USERS OF OUR WEBSITE
Use of our website
We provide our website on an "as is" basis without warranties of any kind, either express or implied, including, but not limited to, warranties of title or implied warranties of merchantability or fitness for a particular purpose, other than those warranties which are implied by and incapable of exclusion, restriction or modification under the laws of England and Wales.
We do not warrant that access to our website will be uninterrupted or error free.
We reserve the right at any time to
● withdraw or amend the website without notice.
● to withdraw access to or suspend some or all of the website.
● report any breach under the Computer Misuse Act 1990 to the relevant law enforcement authorities and disclose your identity to them.
● deny access to the website where we reasonably believe that you are in breach of any of these Terms or our Privacy Policy.
Intellectual Property Rights
Our website and all its contents including, without limitation, all text, software, trademarks, logos, designs, images, photographs, audio visual materials, written materials and any other form of material ("Content") is owned by us or licensed to us by third parties. The copyright and all other intellectual property rights in all Content is owned by us or our licensors.
You may store, print and display the Content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on the website and you may not use any such Content in connection with any business or commercial enterprise.
Other websites
Our website may contain links to sites not owned or operated by us. These links are not intended to be endorsements of the linked sites and are provided for your convenience only. We are not responsible or liable for any part of the linked site including any information presented. You should familiarise yourself with the terms and conditions and privacy policy of the linked site.
Our website may also contain links to other sites operated by us. We advise you to review the legal, privacy and security information for each such site to which you link as the terms and conditions and privacy policies may vary slightly from site to site.
Other important terms which apply
We can transfer our contract with you, so that a different organisation is responsible for supplying services. We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
You can only transfer your contract with us to someone else if we agree to this.
These Terms are the entire agreement between us and they supersede all other previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter.
You and we each agree that in entering into this agreement neither of us relies on, and shall have no remedies in respect of, any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in this agreement. Nothing in these Terms will limit or exclude any liability for fraud.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these Terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
These Terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
B. TERMS WHICH APPLY TO MAKING PURCHASES THROUGH OUR WEBSITE
In addition to the Terms set out in section A above, where you purchase products, a contract is created between you and us for the sale and purchase of those products based on the terms set out in Sections A and B.
1. Product Information
1.1. Our website sets out all the key information which you need to know about the products on sale.
1.2. A product's true colour may not exactly match that shown on your device or its packaging may be slightly different.
1.3. All products shown on our website are subject to availability. We will contact you by email as soon as possible if the product you have ordered is not available and we will not process your order if made unless it had been made clear on our website that such products are available for pre-order.
1.4. Please be aware of the following Contraindications and Precautions which you should read before deciding whether or not to purchase the product. You should not purchase the product if:
1.4.1. You have any implanted electrical medical devices such as a pacemaker, defibrillator, or deep brain stimulator.
1.4.2. You use any body-worn medical devices (e.g., insulin pumps, cardiac monitors).
1.4.3. You have any metallic implants in your lower arm, wrist, or hand.
1.4.4. You have been diagnosed with epilepsy or any other seizure disorder.
1.4.5. You are currently pregnant.
1.4.6. You have any swollen, infected, inflamed areas of skin, open wounds, or cancerous lesions on your arm or hand.
1.4.7. You have impaired sensory awareness in your arm and/or hand.
1.4.8. You are unable to wear the device on the underside of your right hand wrist.
1.4.9. The intended user is not over 12 years old.
1.4.10. You have been diagnosed with a brain tumour.
2. Great Britain - Customer ONLY - Pre-ordering products which are not yet available
2.1. If you live in Great Britain (England, Scotland, Wales) you can pre-order the Neupulse device and sign up for a subscription which will take effect once you receive your device.
2.2. Our website sets out details of what is available for pre-order and the estimated product availability dates. The estimated delivery date is subject to change. If you pre-order a product and the estimated availability date changes, we will notify you by email.
2.3. We have tried to accurately describe the pre-order products, but we may make changes before they are delivered. If we consider the changes are significant, we will email you to let you know and ask if you still want to order the products.
2.4. When you order a pre-order product, we will take payment at the time you place the order and send you a pre-order acknowledgement by email. This is not an order confirmation and it does not guarantee availability of the product.
2.5. Your order is only confirmed when we send you a shipment confirmation email.
2.6. We reserve the right to cancel pre-orders at our discretion (for example, if the product is not available, there are delays in obtaining regulatory approval, or if the price changes) and will contact you if we are not able to fulfil the pre-order. We will also contact you if the estimated shipping date changes and ask you to confirm if you want to proceed with the order or cancel it. If you or we cancel a pre-order before it is shipped, we will issue a refund to you.
2.7. You can cancel your pre-order and claim a full refund any time prior to us sending the shipment confirmation email. Please contact Customer Services to do this. Once the shipping confirmation email has been sent, your rights to cancel the order are set out below (see section 6 “14 day cancellation period for orders” and section 8 “Returns”).
2.8. We may on occasion offer promotional discount codes which will entitle the holder to a discount. Valid discount codes can only be used at the time of purchase and cannot be used retrospectively on orders which have already been placed.
3. Ordering Products & Subscriptions
3.1. We take payment, through the third-party payment provider named on our payments page, from you at the point you place an order for products with us. You can only pay for products using a debit card, credit card or other payment methods that we display from time to time on our website. We will notify you by email as soon as possible to acknowledge receipt of your order and to provide you with an order number.
3.2. If you purchase a recurring subscription for products, the subscription will continue for the subscription period you select and will automatically renew for another subscription period until cancelled. Where you purchase a subscription, you authorise the payments services provider on our behalf to automatically charge your designated payment method at the beginning of each subscription period for the price of your subscription, along with any applicable taxes and fees specified, unless you cancel the subscription. If we are not able to charge your payment method for your subscription, you remain responsible for any uncollected amounts.
3.3. We will confirm acceptance of your order by sending you an email that confirms that the products have been dispatched.
3.4. Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside the UK or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
3.5. A legally binding contract between us will be formed when we send you the Delivery Confirmation (or, in the unlikely event that a Delivery Confirmation is not sent due to a processing error, when we dispatch the products to you).
3.6. If we are unable to fulfil your order following this acknowledgement, we will contact you by email or telephone advising you of this.
4. Product prices and delivery charges
4.1. We take all reasonable care to ensure that the prices of products on our website are correct. The product price may change from time to time and you will pay the price advertised at the time you place the order. If we discover an error in the price of products you have ordered:
4.1.1.Where the correct price is less than the price stated on our website, we will charge the lower amount when dispatching the products to you.
4.1.2.Where the correct price is higher than the price stated on our website, we will contact you by email to inform you of this error and we will give you the option of continuing with your purchase at the correct price or cancelling your order. We won’t process your order until we have your instructions. If we are unable to contact you using the contact details you provided to us when placing your order, we will treat the order as cancelled and notify you of this cancellation by email.
4.2. The product price excludes delivery costs, which, where applicable, will be added to the total amount due during the order process. Depending on the payment method you choose, there may be additional processing fees that are not reflected in the prices, for which you will be responsible.
4.3. Please note that if the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
5. Delivery Process
5.1. You can find details of our current delivery options and timescales in our Delivery Policy.
5.2. If our supply of your product is delayed by an event outside our control, such as the product being withdrawn from sale or if the sale will be delayed, or delays due to postal or courier services, we will contact you as soon as possible to let you know.
5.3. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team (see Contact Information, above) to end the contract and receive a refund for any products you have paid for, but not received.
6. 14 day cancellation period for orders
6.1. We hope you will be delighted with your products. However, as you have purchased the products online, for most of our products, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
6.2. You have 14 days from the date we deliver the products to you to let us know if that you wish to cancel the purchase and return the goods to us (if they have already been despatched to you). If the product is for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.
6.3. You can't change your mind about an order and cancel where you have purchased products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them.
How to cancel your order
6.4. Please contact our Customer Services team if you wish to cancel. If you tell us you want to cancel after the product has been despatched to you, you must return your product with the original tags/labels attached (and any free gifts provided with it) to us (in the original packaging, where possible) within 14 days of your purchase telling us you have changed your mind. We will provide you with a returns label (postage paid) for you to return the products and the cost of the postage will then be deducted from your refund (i.e. you are responsible for the cost of returning the product). Please refer to the returns section below for details on how to return products.
Refunding your cancelled order and when we might reduce the amount of the refund
6.5. In addition to refunding the price paid for the products, we will also refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time. If you received free delivery no delivery costs will be refunded.
6.6. We reduce your refund if you have used or damaged a product to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", originals tags or labels have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team (see Contact Information, above) can advise you on whether we're likely to reduce your refund and you can contact them to discuss this.
Refund timelines
6.7. If you tell us you have changed your mind about a product that hasn't been delivered, we will refund you as soon as possible and within 14 days. If you are sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We will send an email confirmation once the refund has been processed.
7. Your rights if there is a problem with a product & our product limited warranty
7.1. Your statutory rights as a consumer are not affected by this product limited warranty.
7.2. The Neupulse device is designed to be a safe and effective wearable wrist device that delivers median nerve stimulation at the press of a button with the aim to give people control of their tics, provided that it is properly operated and maintained as described.
7.3. In addition to your statutory rights, we provide a two year device limited warranty from the date of purchase of your Neupulse device. The limited warranty covers the electrical elements of the Neupulse device but not any non-electrical parts or accessories such as the strap, casing. or the pads.
7.4. If your electrical device is defective during the limited warranty period, and provided that you have used and maintained it in accordance with the user manual, we will (at our option) service or repair the device. If the service or repair does not work or is not a reasonable option, we will replace the device with a new device or a refurbished device of similar functionality to the one which you purchased.
7.5. The limited warranty does not cover any issues arising from:
7.5.1. Your failure to use and store the device appropriately.
7.5.2. Electrical power surges or abnormal voltage.
7.5.3. Repairs done by anyone other than Neupulse.
7.5.4. Normal wear and tear resulting from typical usage of the device.
7.6. We may ask you to provide evidence of purchase, to confirm that the limited warranty period still applies and to return the device to us. When you contact us, we will explain how to return the items to us and we cover the costs of this, provided our instructions about the return are followed. If we repair or replace a product through the warranty process this does not extend or renew the limited warranty period and your limited warranty continues to expire two years from the date of purchase.
7.7. Our device is only available to purchase by individual consumers, and not by businesses. We are looking at selling to businesses and the public sector in the future, and so please contact us if you wish to make a purchase on behalf of an organisation, as different terms of sale would apply here.
7.8. If you think there is something wrong with your product, please contact our Customer Experience Team (see Contact Information, above).
8. Returns
8.1. For help with returns, please contact our Customer Experience Team (see Contact Information, above).
8.2. We recommend you obtain proof of postage as evidence that you have returned the product(s) to us. If you don’t do this and the products are not received or they are not received or within a reasonable time we won't refund you the price you paid for them.
9. Your account
9.1. You are responsible for maintaining the confidentiality of your account and your password. You should take all reasonable steps to ensure the password is kept secure and confidential and you must tell us immediately if you believe someone else knows your password or if it is being or may be used in an unauthorised manner.
9.2. You are responsible for ensuring that your account information remains up to date and accurate.
10. Changes to products and these Terms
10.1. We can always change a product:
10.1.1. to reflect changes in relevant laws and regulatory requirements;
10.1.2. to make minor technical adjustments and improvements which don’t affect your use of the product;
10.1.3. to reflect changes made by us (in relation to our own-branded products) or by the third party supplier (where the product is manufactured by a third party brand). If such changes would likely have a significant impact on your use of the product, we will let you know in advance by email and give you the option to cancel any orders and receive a refund for any products which you have paid for but not received.
11. Suspending or withdrawing the supply of products
11.1. We can suspend the supply of products to:
11.1.1. deal with technical problems or make minor technical changes;
11.1.2. update the product to reflect changes in relevant laws and regulatory requirements; or
11.1.3. make changes to the product (see section 10 “Changes to products and these Terms”).
11.2. If we need to suspend supply, we will let you know in advance unless the problem is urgent or an emergency. If we need to suspend supply for more than four weeks, you can contact our Customer Services Team to end the contract and we'll refund any sums you've paid in advance for products you won't receive. You can contact our Customer Service Team (see Contact Information, above).
12. When you can end your contract with us
We tell you when and how you can end an on-going contract with us (for example, for a subscription) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team (see Contact Information, above).
13. When we can end our contract with you
13.1. We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:
13.1.1. you don't make any payment to us when it's due and you still don't make payment within seven (7) days of our reminding you that payment is due;
13.1.2. you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, you fail to provide full delivery details;
13.1.3. you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us.
14. Our liability to you if something goes wrong
14.1. We do not exclude or limit in any way our liability to you where it would be unlawful to do so.
14.2. Please see our product limited warranty for details of our product limited warranty and its limitations (see section 7 “Your rights if there is a problem with a product & our product limited warranty” above).
14.3. We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
14.3.1. Unexpected and it was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
14.3.2. Caused by a delaying event outside our control.
14.3.3. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
14.3.4. Related to your use of a product for the purposes of your trade, business, craft or profession.
14.4. You understand and agree that we only provide our website for domestic and private use. You agree not to use our website for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
15. Complaints
We hope you will enjoy your products and your experience of purchasing from our marketplace. If you need to contact us for any reason, please contact our Customer Services Team at enquiries@neupulse.co.uk.