REFUND POLICY
At Neuro Testing Lab UK, we are committed to providing high-quality products and services that meet approved standards. If you wish to return a product, it must be unopened, unused, and in its original condition. You must also retain your receipt, invoice, or order number as proof of purchase.
Retail Sales (Individual Customers)
After receiving your product, you have 15 working days to request a replacement or return without providing any reason.
If a customer changes their mind and wishes to return a product, they may be eligible for a refund; however, the customer will be responsible for all applicable return shipping costs.
Wholesale Orders (Clinics, Hospitals, Healthcare Professionals, Agents and Organisations)
After receiving your product, you have 7 working days to request a replacement or return.
Wholesale customers must provide a valid reason for requesting a replacement or return, including but not limited to:
- Defective products
- Damaged items
- Incorrect items supplied
- Faults affecting functionality
We reserve the right to refuse return or replacement requests from wholesale customers where no reasonable justification is provided.
Please note that product packaging, appearance, shape, colour, or weight may occasionally differ from website images. Such differences will not be considered grounds for replacement or refund unless there is a significant impact on the product’s function or quality.
Incorrect or Defective Products
Every order undergoes quality and accuracy checks before dispatch.
If Neuro Testing Lab UK sends an incorrect or defective item, we will accept responsibility for all reasonable shipping charges associated with returning and replacing the item.
Return Shipping
For your protection, we strongly recommend using a trackable or traceable delivery service when returning products for replacement or refund purposes. Neuro Testing Lab UK cannot accept responsibility for returned items lost or damaged during transit.
Refund Processing
Once we receive and inspect returned products, approved refunds will be processed within 2 working days.
Where a replacement request involves a price difference, any reimbursement or additional payment adjustment will be processed as soon as reasonably possible.