Warranty & refund policy

This Warranty & Refund Policy applies to purchases made through NeuroVIZR’s official online sales channels. It distinguishes between (i) consumer purchases (B2C) and (ii) business purchases (B2B). Please read the section applicable to your purchase.

1. 14-Day Right of Withdrawal (Change of Mind)

If you purchase as a consumer, you may return your product within 14 days of delivery without providing a reason.

To exercise this right:

• Contact customer@neurovizr.com within 14 days of delivery
• Request a Return Merchandise Authorization (RMA)
• Return the product within 14 days of receiving return instructions

Conditions:

• The product must be returned in good condition
• All original components must be included
• Customers are responsible for return shipping costs
• Shipping fees are non-refundable unless required by applicable law

Refunds will be processed within 14 days after we receive the returned product and verify its condition.

This withdrawal right is separate from warranty rights for defective products.

2. Consumer Warranty – European Union (EU/EEA)

If you are a consumer residing in the European Union or European Economic Area, your purchase is covered by a statutory 2-year legal warranty starting from the date of delivery.

This warranty covers lack of conformity (defects in materials, workmanship, or functionality under normal use).

If a defect appears within 2 years:

• You are entitled to repair or replacement free of charge
• If repair or replacement is not possible or disproportionate, you may request a price reduction or refund
• NeuroVIZR bears all shipping costs related to valid warranty claims

To initiate a warranty claim:

• Contact customer@neurovizr.com
• Provide proof of purchase and device serial number
• Follow troubleshooting steps provided by our support team

Mandatory consumer rights under the laws of your country of residence remain unaffected by this policy.

3. Consumer Limited Warranty – United States, Canada & Rest of the World

For consumers located outside the EU/EEA, including the United States and Canada, NeuroVIZR provides a limited warranty as follows:

Standard Warranty Period

6 months from the date of delivery.

Extended Coverage

NeuroVIZR may, at its sole discretion, extend warranty coverage for an additional 6 months (for a total of up to 12 months). This extension is not automatic and is evaluated on a case-by-case basis.

Coverage

This limited warranty covers defects in materials or workmanship under normal use.

Remedy

If a defect is confirmed, NeuroVIZR will repair or replace the defective product or component.

Shipping Costs

For warranty claims under this section:

• Customers are responsible for shipping costs to NeuroVIZR
• NeuroVIZR will cover shipping of the repaired or replacement unit back to the customer

4. Business Customers (B2B)

If you purchase NeuroVIZR products for business, resale, or professional use, your warranty terms are governed primarily by your commercial agreement with NeuroVIZR.

Unless otherwise agreed in writing:

• Business purchases are covered by a 12-month limited hardware warranty from delivery
• Warranty remedies are limited to repair or replacement
• The buyer is responsible for all shipping costs related to warranty claims

Business customers do not benefit from consumer protection laws applicable to private individuals.

5. What Is Covered

Warranty coverage applies only to manufacturing defects in materials or workmanship under normal and intended use.

6. What Is Not Covered

The warranty does not cover:

• Normal wear and tear
• Damage caused by misuse, negligence, improper storage, or accidents
• Unauthorized modifications or repairs
• Damage resulting from failure to follow instructions
• Natural disasters, theft, or loss
• Accessories or consumables (including carrying cases, travel bags, straps, lenses, and similar items)

Opening the device does not automatically void the warranty unless the defect results from such modification.

7. Warranty Claim Process

To submit a warranty claim:

• Contact customer@neurovizr.com
• Provide proof of purchase
• Provide device serial number
• Follow troubleshooting instructions

Products returned without prior RMA authorization may experience processing delays.

8. Replacement Products

Any repaired or replacement product will carry the remaining warranty period of the original product.

Warranty coverage is non-transferable and applies only to the original purchaser.

9. Limitation of Liability

To the maximum extent permitted by applicable law:

• NeuroVIZR’s liability is limited to repair or replacement of the defective product
• In no event shall liability exceed the amount paid for the product
• NeuroVIZR is not liable for indirect, incidental, special, or consequential damages, including loss of revenue, business interruption, or loss of profits

Nothing in this policy limits liability for death, personal injury, fraud, or other liability that cannot be excluded by law.

10. Governing Law

For EU consumers:
This policy is subject to mandatory consumer protection laws of your country of residence.

For customers outside the EU:
This policy is governed by the laws of Estonia, without regard to conflict of law principles.

For business customers:
Governing law and jurisdiction are determined by the applicable commercial agreement.

If you need assistance, please contact:
customer@neurovizr.com