Return and Refund Policy
Last updated: 21 June 2026
Before dispatch
A paid order may be cancelled for a full refund before it has been dispatched. Contact us immediately with the order number.
Damaged or incomplete delivery
Record an unboxing video and notify us within 48 hours of delivery if the package is damaged, incomplete, or contains the wrong item. We may request photographs, video, and packaging details before approving a replacement or refund.
Technical issues
Contact support before returning a kit. We will first help verify the setup, software, USB connection, electrodes, and sensor placement. A confirmed manufacturing defect may qualify for repair, replacement, or refund at our discretion.
Non-returnable items
Used gel electrodes, alcohol swabs, opened consumables, physically damaged components, and products modified or used outside the supplied instructions are not returnable.
Refund timing
Approved refunds are issued to the original payment method. Bank and payment-provider processing times may vary.