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 returned 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 a reason.

If a customer changes their mind and wishes to return a product, they will be entitled to a full refund, however the customer will be responsible for any shipping or return delivery costs.

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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, such as:

• Defective products
• Damaged items
• Incorrect items supplied
• Faults affecting functionality

We reserve the right to refuse replacement or return requests where no reasonable justification is provided.

Please note that product packaging, appearance, shape, colour, or weight may occasionally differ from images displayed on our website. Minor variations of this nature will not be considered grounds for replacement or return unless there is a significant difference affecting product functionality or quality.

If a wholesale customer changes their mind and wishes to return a product, a full refund may be issued; however, the customer will remain responsible for return shipping costs.

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Incorrect or Defective Products

All orders undergo 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 costs associated with the replacement or return process.

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Return Shipping

We strongly recommend using a trackable or traceable shipping service when returning products. Neuro Testing Lab UK cannot accept responsibility for items lost or damaged during return transit.

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Refunds

Once returned products have been received and inspected, refund processing will begin. Approved refunds are typically processed within two working days.

Where a replacement product is requested and a price difference applies, any necessary reimbursement or adjustment will be processed as quickly as possible.