Return and Exchange Policy

Please Read Carefully

Your satisfaction is our priority at NeuroPulse®. Before sending any product for an exchange or return, please contact our Customer Support at support@neuropulsemen.com so we can guide you through the correct procedure.

1) Return Policy (Right of Withdrawal)

If you received the product in perfect condition but are not satisfied with your purchase, you may request a cancellation within the legal period.

Withdrawal window: up to 7 calendar days from receipt of the product.
⚠️ This right is not a “trial period.” The item must remain unused.

Return rules:

  • Ship with the carrier we indicate, to the address provided by our support team via email.
  • Return the item in its original packaging, including all manuals and accessories.
  • Include the purchase receipt.
  • The product must show no signs of use.
    ❌ Items that do not meet these conditions may be rejected and returned to the sender.

Refunds:

  • Credit card: the refund may appear within up to two subsequent statements (depending on the card issuer).
  • Refunds are processed only after our team receives the product and completes the quality review.
    📌 All returns must be pre-authorized via support@neuropulsemen.com. Parcels sent without prior authorization may be refused.

2) Exchange Policy

For single-model products sold on neuropulsemen.com, we do not offer exchanges based on personal preference (e.g., color/style).
Exchanges are only required when a manufacturing defect is confirmed.
If you are dissatisfied and the product is unused, apply the 7-day withdrawal instead.

3) Products with Defects — 90-Day Warranty

NeuroPulse® products carry a 90-day warranty for manufacturing defects from the date of receipt.

How to proceed:

  • Email support@neuropulsemen.com with your order number, full name, and a brief description of the defect (usage and frequency).
  • Attach photos or a video (up to 1 minute) clearly showing the issue and the original packaging with the shipping label visible.
  • You will receive return instructions (return address and/or return label/code, if applicable).
  • After receipt, we perform a technical assessment within up to 15 business days.

Resolution:

  • Approved: you receive the same product at no cost; if out of stock, you may choose another item of equal value. If you select an item of higher value (e.g., in a future campaign), you’ll pay the difference.
  • Rejected: the item will be returned with a rejection report.

Common rejection causes:

  • No defect found.
  • Improper use or accidental damage (impacts, drops, torsion).
  • Normal wear and tear (micro-scratches over time, slight screw loosening).
  • Unauthorized handling (attempted repairs, part changes).
  • Exposure to heat/chemicals (solvent cleaning, leaving the device at high temperatures).

4) Partial Shipments and Shipping Costs

If your order includes multiple items, they may be shipped separately, each with its own tracking code.
Shipping costs are non-refundable when the delivered product matches the order and is in good condition.

5) Automatic Cancellation by NeuroPulse®

We may automatically cancel an order if:

  • The payment cannot be charged.
  • There are inconsistencies in the submitted data.
  • The product is out of stock.

Refunds for cancellations by NeuroPulse®

  • Undeliverable due to non-existent or inaccessible address.
  • Out-of-stock discovered after purchase.
    In these cases, we will refund the amounts via the original payment method (shipping costs excluded).

6) Support

For any questions about returns, exchanges, or warranty, please contact support@neuropulsemen.com.