Purchase and Cancellation Policy

Last Updated: 26th November 2024

At PLUX Biosignals, we understand that situations may arise where order cancellations are necessary. Below, you’ll find a clear and structured policy designed to ensure transparency and efficiency in the cancellation process.

 

Order Cancellations: Rules and Deadlines

1. Before Order Confirmation

Eligibility for Cancellation: Orders can be canceled free of charge before confirmation and invoicing.

How to Cancel: Cancellations must be requested via email at helpdesk@pluxbiosignals.com or send us a support ticket.

Order Confirmation: An order is considered confirmed once the invoice has been issued to the customer.

 

2. After Order Confirmation, Before Shipping

Cancellation Window: Cancellations can be requested within 24 hours of order confirmation.

Associated Fees: Cancellations during this stage may incur an administrative fee of up to 10% of the total order value, depending on the processing work already completed.

Customized Orders: Personalized or customized orders cannot be canceled once production has begun.

 

3. After Order Has Been Shipped

Cancellation Not Allowed: Once an order has been shipped, cancellations are no longer accepted.

Alternative Option: Customers may refer to our Return Policy for guidance on returning eligible products.

 

Cancellations for Bank Transfer or Proforma Orders

Unpaid Orders: Orders placed via bank transfer or proforma invoice that remain unpaid after 90 days will be automatically canceled.

Administrative Fees: In certain cases, an administrative fee may apply to cover the costs associated with canceling pending orders.

 

Refunds for Canceled Orders

Before Shipping: For cancellations made before shipping, refunds will be processed to the original payment method, minus any applicable administrative fees.

Refund Timeline: Refunds will be processed within 10 business days after the cancellation is confirmed.

Shipping Costs: Shipping costs, are non-refundable, even in the case of cancellations.

 

Cancellations Due to Errors or Internal Issues

In cases of order errors caused by PLUX Biosignals (e.g., incorrect products or amounts), customers may cancel at no cost.

A resolution will be provided, such as a full refund or order replacement, based on the customer’s preference.

 

How to Request a Cancellation

  1. Submit a Support Ticket: - The fastest way to request a cancellation is by submitting a support ticket. - Select the option "Questions about my Order" in the ticket form and include your order details along with your request for cancellation.
  2. Send an Email: - If the above options are not accessible, you can send an email to helpdesk@pluxbiosignals.com with your order details and the reason for cancellation. - Please note: Responses to email requests may take longer to process compared to support tickets.
  3. Wait for Confirmation: - Our team will review your request and contact you to confirm the status of your order and provide the next steps.

 

Important Notes

  • Cancellations made outside the defined timeframes will not be accepted.
  • Administrative fees may apply when necessary to cover internal costs related to the cancellation.
  • Shipped orders must adhere to the rules outlined in our Refund & Return Policy.