Refund policy

Last Updated: October 10, 2024

At PLUX Biosignals, we strive to provide a seamless return experience for our customers. Please carefully review the terms and conditions below to fully understand our updated return and refund process.

30-Day Return Window

You have 30 days from the date of receiving your order to request a return. Below are the updated eligibility criteria and conditions for returns.

 

Eligibility Criteria

To ensure the quality and integrity of our return process, the following conditions must be met without exception:

  • Purchase Source:
    • The item must be purchased directly from PLUX's online store at www.pluxbiosignals.com.
    • Items purchased through third-party retailers are subject to their respective returns and refunds policies, and PLUX will not handle returns for these items.
  • Condition of the Item:
    • The item must be in original condition, unused, with all tags intact, and in its original, undamaged packaging.
    • Any signs of use, tampering, or incomplete packaging will result in the return request being declined.
  • Proof of Purchase: A valid receipt or proof of purchase must be provided at the time of the return request.
  • Shipping Authorization: All returns must be pre-authorized by PLUX. Returns without prior authorization will be rejected.

Important Update: Shipping costs for both initial delivery and return are non-refundable, regardless of whether the shipping method was standard or fast.

 

Initiating a Return

Starting your return is straightforward:

  • Customer Account Page: Submit a return request directly from your account page.
  • Support Ticket: Contact our Operations Team by submitting a support ticket, and we’ll guide you through the next steps.

 

Return Shipping and Label

Once your return is authorized, PLUX will provide a return shipping label and detailed instructions for sending the item back.

Shipping Responsibility

Returns for orders delivered through standard shipping may not be covered by PLUX, and the associated shipping costs will be the customer’s responsibility.

Customs Fees

If there are any customs fees or duties associated with the return (even when the return is made via courier), these costs will be deducted from the customer’s refund. It is the customer’s responsibility to ensure that all fees, taxes, or other associated costs are cleared before the return reaches PLUX.

Important: Returns sent without prior authorization will not be accepted.

 

Non-returnable Items

Certain items are excluded from our return policy:

  • Software Add-ons: Installed software add-ons are non-returnable. Please contact our support team if you have questions before purchasing.
  • Used Sensors and Electrodes: For hygiene reasons, these items cannot be returned. If these items malfunction during the warranty period, we will assist with an exchange.

 

Refunds

Refunds are limited to the value of the product(s) being returned and do not include shipping costs.

After receiving and inspecting your return, the following steps will occur:

Refund Approval

  • The refund will be authorized only if the product meets all eligibility criteria, including being in original condition.
  • Shipping costs, for both initial delivery and return, will not be refunded under any circumstances.

Refund Timeline

  • Approved refunds will be processed within 10 business days and credited to the original payment method.
  • Processing times may vary depending on your bank or payment provider.

 

Exchanges

Two types of exchanges are available:

  • Return and Repurchase: Initiate a return of the original item. Once accepted, place a new order.
  • Malfunctioning Product Exchange:
    • If a product malfunctions during the warranty period, we will exchange it for the same item.
    • If a direct exchange is not possible, a credit voucher will be issued for the item's value, redeemable on future purchases.

 

European Union 14-Day Cooling Off Period

EU customers are entitled to cancel or return their order within 14 days of receiving it. The returned item must be unused and in its original packaging.

Important Update: Shipping costs are non-refundable, and items excluded from the return policy (as outlined above) do not qualify for this period.

 

Warranty Information

For details regarding product warranties, please refer to our Warranty Policy Page.

 

Need Assistance?

For any questions or further assistance, submit a support ticket, and our team will be happy to assist.