Refund policy

Last updated: September 15, 2026

Scope

This policy applies to physical products purchased separately from the NeuroHome Shop. A NeuroHome program purchase, including any equipment or other items bundled into that program, is governed by the program terms provided at or before enrollment, unless those terms expressly incorporate this policy.

Standard returns

Unless a product page states otherwise, you may request a return within 30 days after delivery if the product is unused, unopened, and in its original packaging with all accessories and documentation.

Opened or used products are ordinarily not eligible for a discretionary return because of hygiene, safety, and resale limitations. This restriction does not eliminate rights relating to defective, damaged, misdescribed, recalled, or legally non-conforming goods.

Items not eligible for a discretionary return

•     Products that have been opened or used, except where return rights arise from defect, damage, misdescription, recall, or applicable law.

•     Products returned without required original components, accessories, or documentation where the omission materially affects the product’s condition or value.

•     Return requests made more than 30 days after delivery, except for warranty claims or rights that continue under applicable law.

•     Program purchases and items bundled into a program, which are addressed in the program terms provided at or before enrollment.

Starting a return

Email shop@neurohome.app with your order number, the item you want to return, and the reason for the return. If the return is authorized, we will provide return instructions and the applicable return address.

Please do not send a return before receiving instructions. Unannounced returns may be delayed because they may not be matched to an order.

Return shipping

For an eligible discretionary return, return shipping is ordinarily the customer’s responsibility. If the item arrived damaged, defective, materially misdescribed, or different from what was ordered, NeuroHome will provide or reimburse reasonable return shipping as required by the circumstances and applicable law.

Refund processing

After we receive and inspect an eligible return, we will notify you of the outcome. Approved refunds are issued to the original payment method. We aim to initiate approved refunds within 10 business days after inspection; payment providers and banks may require additional time to post the credit.

Where federal or state law requires a faster refund, the legally required timeframe controls.

Damaged, defective, or incorrect items

If a product is damaged in transit, defective, materially different from its description, or not what you ordered, contact shop@neurohome.app promptly. Depending on the circumstances and applicable law, the remedy may include replacement, repair, refund, or another legally required remedy.

Manufacturer warranties

Some devices include a manufacturer’s warranty. The duration and terms, if applicable, are stated on the applicable product page or in the manufacturer’s documentation. Manufacturer warranty rights are separate from this store return policy and from any non-waivable rights provided by law.

Non-waivable rights

Nothing in this policy limits rights or remedies that cannot lawfully be waived.