Returns Policy
We strive to provide a hassle-free return experience for our customers. Please read our return policy carefully to understand the terms and conditions.
30-Day Return Window
You have 30 days from the date of receiving your item to request a return.
Eligibility Criteria
To be eligible for a return, the following conditions must be met:
- The item must have been purchased directly from PLUX's online store (www.pluxbiosignals.com).
- Items purchased from other retailers must be returned according to their respective returns and refunds policy.
- The item must be in the same condition as when you received it, unused, unworn, with all tags attached, and in its original packaging.
- You must provide the receipt or proof of purchase.
Initiating a Return
You have two options to start a return:
Visit your Customer Account Page and submit a return request.
Send a Support Ticket, and a member of our Operations Team will guide you through the process.
Return Address
All returns must be sent to the following address:
PLUX Wireless Biosignals SA
Avenida 5 de Outubro 70
1050-059 Lisboa
Portugal
Return Shipping Label
Once your return is accepted, we will provide you with a return shipping label and instructions on how and where to send your package. Please note that returns sent without prior authorization will not be accepted.
Exceptions
Certain items cannot be returned, including:
- Software add-ons that have been installed on any computer:
As part of our commitment to maintaining the highest standards, we are unable to accept returns of software add-ons that have been installed on any computer. If you have any questions or concerns regarding our software add-ons, our knowledgeable support team is always available to provide assistance and clarify any inquiries you may have.
- Used sensors and electrodes:
For hygiene and quality assurance reasons, we do not accept returns of electrodes and sensors once they have been used or opened. However, if you encounter any malfunctions with our sensors within the warranty period, we are happy to assist you with an exchange for the same product. Our dedicated support team will work with you to address the issue and provide a resolution.
Exchanges
Return and Repurchase: If you wish to exchange an item, the first step is to initiate a return for the original product following our return process. Once the return is accepted, you can proceed to make a separate purchase for the desired item.
Malfunctioning Product Exchange: In the unfortunate event of a malfunctioning product within the warranty period, we are here to help. We offer exchanges for the same product to ensure that you receive a functioning item. Simply reach out to our support team to initiate the exchange process.
Voucher Option: In cases where an exchange for the same product is not possible, we provide a voucher with the value of the returned item. This voucher can be used for future purchases on our store, giving you the flexibility to choose a different item that suits your research needs.
Please note that all exchanges are subject to acceptance by our services and compliance with our return policies. Our dedicated support team is available to guide you through the process and address any questions or concerns you may have.
European Union 14-Day Cooling Off Period
Customers within the European Union have the right to cancel or return their order within 14 days from the date of receipt, without providing any justification. The item must meet the same conditions as outlined in our general return policy. Please note that certain exceptions apply as explained in "Exceptions".
Refunds
Once we receive and inspect your return, we will notify you regarding the approval of the refund. If approved, the refund will be processed within 10 business days to your original payment method. Please note that the refund processing time may vary depending on your bank or credit card company.
Warranty
For information regarding our warranty policy, please refer to our Warranty Policy page.
If you have any further questions or need assistance with your return, please send us a ticket. We are here to help you.