Refund policy
6. 30 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 30 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 30 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 warranty
7.1. Your statutory rights as a consumer are not affected by this product 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 warranty from the date of purchase of your Neupulse device. The 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 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 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 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 warranty period and your 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.