Refund Policy
Standard Return Policy
Last updated: 9/24/2024
The Standard Return Policy is only applicable to items purchased in full and does not apply to Memberships. For membership terms of service, please see Membership Terms of Service.
There are a few important things to keep in mind when returning a product you purchased online from Neurosity:
1. You have 14 days to return an item from the date you receive it, subject to a 10-15% restocking fee. The restocking fee may be waived by Neurosity, i.e. the Crown is still sealed.
2. Only items that have been purchased directly from Neurosity can be returned to Neurosity. Neurosity products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.
3. Please ensure that the item you're returning is repackaged with all the cords, adapters, and documentation included when you receive it.
4. We do not refund any shipping fees or import fees such as import duties and customs taxes.
90-Day Conditional Guarantee
We are committed to ensuring that you have a meaningful experience with your Crown device. To support this, we offer a 90-Day Conditional Guarantee under the following terms:
Eligibility Criteria
Purchase Period: This guarantee applies to customers who purchased the Crown device in full directly from Neurosity after September 24th, 2024.
Original Purchaser: The guarantee is only available to the original purchaser and is non-transferable.
Conditions to Qualify for a Refund
Completion of 30 Sessions: You must complete at least 30 focus sessions using the Crown + Neurosity mobile app within the first 90 days of your purchase date.
How to Request a Refund
If after fulfilling the above conditions you find that the Crown device does not meet your needs, you may request a refund within the 90-day period.
To initiate a refund, please contact us at support@neurosity.co with:
Your account details.
Proof of completed sessions (as recorded in your Neurosity account).
Refund Details
Device Return: The device must be returned in good working condition, along with all original accessories and packaging materials.
Refund Amount: You will receive a refund for the purchase price of the Crown device, minus any applicable fees.
Non-Refundable Fees:
Membership Fees: Membership fees are non-refundable as per our Membership Terms of Service.
Shipping and Import Fees: We do not refund shipping fees or import fees such as import duties and customs taxes.
Important Notes
Condition of the Device: Devices that are damaged, altered, or not in good working condition may not be eligible for a full refund or may incur additional fees.
Processing Time: Refunds will be processed within 14 business days upon receipt and inspection of the returned device.
Promotional Refund Policies
From time to time, Neurosity will offer variations to the Standard Refund Policy as a Promotional Refund Policy that is active from a start to an end date. Only purchases during the promotional period will be eligible for the Promotional Refund Policy.
Ship your item back to Neurosity
To return an item to Neurosity, please send an email to support@neurosity.co requesting a refund. Our support team will respond to you within 48 hours and send you a shipping label you can use to ship back the item.
Bring your item to a Neurosity Lab
You can always return the item to the Neurosity Lab. A Neurosity Specialist will assist you with your return. Your refund will be processed at that time. The only Neurosity Lab is in San Francisco.