Below you'll find the complete policies for returns, refunds, and replacements for neuroPro products. We strive to keep things clear and easy to understand for our customers.
If your situation isn't covered here or you feel we should handle your case differently, please reach out to us through our contact page. We respond to all queries - don't forget to check your spam/junk folder for missed replies. If you'd prefer a call, include your phone number, and we'll get in touch!
Orders are typically dispatched the following business day. To cancel an order, contact us immediately via our contact form or support@neuropro-us.com. If the order has not yet been shipped, we will cancel it and issue a full refund. Once shipped, cancellations are no longer possible, and our returns policy will apply. A shipping confirmation email, including tracking information, will be sent within 24 hours of the carrier receiving your order. Please check your 'promotions,' 'junk,' or 'spam' folders to ensure you have received this email.
Once your order has been shipped, we cannot recall it. You must accept delivery and initiate a return through our returns center. Please refer to Section 4 for detailed return instructions. Orders refused upon delivery or marked "return to sender" will incur a $15 return shipping fee, which will be deducted from your refund.
If your product arrives damaged or has an issue within 90 days of purchase, we offer free replacements. Just visit our replacements center to request a new one. Most replacements are shipped the very next day!
If you do not wish to receive a replacement, you can make a return instead. At our discretion, we may provide a paid return label. Returned products will be inspected within 7 days, and if a defect is found, a full refund will be issued. If the product is correctly working and/or shows signs of unusual use or customer damage, a refund will be issued minus the return shipping fee of $15.
You are also free to make a return under our standard 90-day guarantee, but this requires you to mail the product back yourself.
You can return your product for any reason within 90 days of delivery.
Just visit our returns center to get a return authorization. This helps us know your return is coming and allows us to process your refund quickly.
If you send a return without authorization, it might take longer to issue your refund since we’ll need to inspect the package and find your details.
Let us make the process smooth - start with the returns center!
If your item is lost or stolen in transit, contact us as soon as possible.
We'll do our best to locate your package quickly. If we can't, we’ll send you a replacement to make sure you get what you need.
We aim to process returned packages within three working days of their arrival at our distribution center.
Once your refund is processed, we’ll send you an email confirmation. Depending on your bank, it might take up to 10 days for the credit to show in your account. We can only refund to your original payment method.
Good news—most returns are handled much faster than this!
1. Use the original packaging and include all components, like the plug, cable, and instruction manual.
2. Send the return with tracking (we recommend USPS mail for the best rates) to our hub in North Carolina.
3. Email us at support@neuropro-us.com with your tracking number so we can process your return and refund quickly.
Please note: Since we offer free shipping, we don't provide return labels. It's your responsibility to pack and mail the return to us.
Visit our returns center to generate a return authorization and get further instructions/details.
If your return shows as delivered but you haven't heard from us, it's rare, but sometimes packages are misdelivered. Don't worry we'll always take your side! Just email us at support@neuropro-us.com with your delivery details, and we'll issue a refund right away.
If you've received a refund notice from us but don’t see it in your account, remember that it can take up to 10 days for your bank to post the credit.
If you're unsure or have concerns, email us at support@neuropro-us.com, and we'll provide a refund reference to help you track it.
Shipping fees: Expedited/Priority shipping charges are non-refundable if USPS shows the package was delivered.
Missing components: If your return doesn't include all components (like the cable, plug, or instruction manual), we may deduct a $30 restocking fee from your refund. However, if you let us know in advance, we can usually waive this fee.
While it's rare, we understand that our product might not be the perfect fit for everyone. If it didn’t meet your expectations, we’re truly sorry and want to make sure you get your refund quickly and hassle-free.
Please don't dispute card charges - this creates a long, drawn-out process and wastes time for everyone, including you. Instead, email us at support@neuropro-us.com, and in most cases, we can resolve things within a day.
We're a small business, and we aim to be as fair as possible. If you think any of these terms are unfair or you have concerns we haven't addressed, please reach out - we're here to help!
WE RESERVE THE RIGHT TO MODIFY THIS RETURN POLICY AT ANY TIME BUT WILL ALWAYS HONOR THE TERMS IN PLACE WHEN YOU MADE YOUR PURCHASE.