CUE1+ Returns Policy

Returns and Refunds

If you experience any issues, you have the legal right to a full refund within 30 days of receiving your CUE1+ device (the “device”). This applies if you’ve simply changed your mind or if there’s a problem with the device. You also have up to 6 months to return a faulty device for a repair or replacement, or a full refund if the fault cannot be remedied through a replacement. For more information on faulty devices, please see our warranty below.

In addition to your legal rights, Charco Neurotech (“Charco”) understands that your device might not be benefiting you. You can return your device to us within 6 months of receiving it and request a refund.

Please contact us at [email protected] to discuss your options. We will try our best to support you in order to make the device work for you within 6 months, as an improvement in your symptoms is our priority, and different settings might work better for different people. If you would prefer to skip this process and request a refund, we will respect your right to do so. 

Requesting a Refund  

  1. To request a refund, please fill out the refund form on our website. 
  2. Once we receive the request, we will reach out to you to discuss your options.
  3. If you are eligible for a refund, we will send you a tracked return shipping label. Please do not send the device back to us until we send you shipping instructions. To ensure your device arrives safely, please pack it securely, where possible in its original packaging and with the original receipt or proof of purchase. In addition to your legal rights, if you have signed up for the instalment plan service we will cancel the monthly instalments as soon as we receive the device if there is no damage due to unnecessary handling (as defined below). 
  4. After receiving your returned device and inspecting the condition of your item, Charco will refund your payment.
  5. We will refund all costs incurred by you associated with the device or instalment plan service up to the date we receive the return device. We will cover the cost of postage within the UK through the return shipping label we provide to you. To ensure your device is protected during return postage, please follow the return shipping instructions and label we send to you. In the event of any unnecessary handling (beyond what is necessary to try on the device and use it to see whether it works for you) or severe damage affecting the functionality to the device (e.g. cracks, broken parts, water damage beyond minor spills, permanent markings), we will contact you via email. We may make a deduction from the amount of your refund for any loss in value relating to the device. We will process the refund using the same means of payment as used for the initial transaction.
  6. Please allow at least fourteen (14) days from the day we receive the returned device to process your refund. We will notify you by email when your refund or replacement has been processed.

Unused/sealed adhesives 

You have a legal right to return unused and unsealed adhesives within 30 days of receiving your adhesives. If your adhesives are faulty, not as described, or do not do what it is supposed to do, please contact us at [email protected] to discuss your options. For hygiene reasons, we cannot accept returns of used/unsealed adhesives.

Warranty

Please note, this warranty is in addition to your statutory rights. For faulty devices within 6 months of purchase, you have the right to a replacement, or a full refund if the fault cannot be remedied through a replacement.

Your Charco CUE1+ device is warranted against defects in materials and workmanship for a period of  ONE (1) YEAR from the date of original retail purchase (“warranty period”) when used in accordance with Charco’s user manuals. Under this warranty, you will be able to direct your claims straight to us.

If a defect arises during the warranty period, we will replace your device with one of the following options:

  • A device of the same model; or
  • With your consent, a device that is functionally equivalent, such as a different model with the same features or the same model in a different colour.

Replacement devices are new or composed of new and/or previously used genuine parts and will be fully functional and are tested to meet our quality standards.

This warranty excludes normal depletion of consumable parts such as batteries unless failure has occurred due to a defect in materials or workmanship, and damage resulting from abuse, accident, modifications, unauthorised repairs or other causes that are not defects in materials and workmanship.

Any limitations of liability in this warranty document shall apply to the fullest extent permitted by law.

A damages claim based on a breach of major contractual obligations or gross negligence will be limited to foreseeable damage typical for the sale contract concerned.

To make a claim under this warranty and receive a replacement or a refund, please contact us [email protected] so we can discuss your options and give you instructions on how to return your original device.

Please note that proof of purchase will be required to verify eligibility. Please allow at least fourteen (14) days from the day we receive the returned device to process your replacement.

Questions

If you have any questions concerning our return policy or our warranty, please contact us at [email protected].