Refund policy

There are a few important things to keep in mind when returning a product, you purchased online from PLUX:

  1. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
  2. Only items that have been purchased directly from PLUX online store (www.pluxbiosignals.com), can be returned to PLUX. PLUX products purchased through other retailers must be returned in accordance with their returns and refunds policy.
  3. Please ensure that the item you are returning is repackaged with all the content including documentation that were included when you received it.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

You have two methods to start a return, go to your Customer Account Page and submit your request or send us a Support Ticket and someone from our Operations Team will walk you trough the process. Please note that returns will need to be sent to the following address: 

PLUX Wireless Biosignals SA
Avenida 5 de Outubro 70
1050-059 Lisboa
Portugal


If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@pluxbiosignals.com


Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items

Certain types of items cannot be returned, like software add-ons that have been installed on any computer, all types of sensors that have been used and electrodes. Please get in touch if you have questions or concerns about your specific item.


Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@pluxbiosignals.com

Warranties

You can check our Warranty Policy here: https://support.pluxbiosignals.com/article-categories/returns-and-refunds/