Returns Policy

Thank you for your purchase! We hope you are happy with your CUE1 device. However, if you are not completely satisfied with your purchase for any reason, you have the right to return the CUE1 or cancel a subscription for any reason, within your statutory rights. Please see below for more information on our returns policy.

Returns

In addition to your legal rights, you may return a product to Charco Neurotech Ltd (“Company“, “we”, “us”, or “our”) within a period of 3 months from the date of delivery or the date you received your product. Please try to return the product to us with its original packaging with all original tags and labels attached.

Please note that we may not be able to offer you a refund if you simply change your mind more than 3 months after the date of delivery of the date you received your product. Please contact us at [email protected] to discuss your options. We will try our best to make the device work for you within the 3 months as different settings might work better for different people, so please consider contacting us before filing for a refund.

Return process

To request a return, please send your intent to return to [email protected]. As soon as practicable after notifying us of your intent to return, please send the product to us, where possible in its original packaging and with the original receipt or proof of purchase to us at the following address:

Charco Neurotech Ltd.
Suite 312 Mantle Business Centre
Nine Hills Road
Cambridge, CB2 1GE
United Kingdom

Please note, products that are returned to us remain your responsibility until we have received them. In addition to your legal rights, if you have signed up for the subscription service we will cancel the monthly subscription as soon as we receive the device if it is in a reasonable state. You may be eligible for a refund for the time elapsed between first contacting us for a refund and us receiving your device.  

Refund or replacement

After receiving your return and inspecting the condition of your item, Charco will contact you via email to discuss your options for a refund or replacement.

If you are entitled to receive a refund, we will refund all costs paid by you associated with the product or subscription service. In the event of any unnecessary handling or damage relating to the product, 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 product. We will process the refund using the same means of payment as used for the initial transaction.

If you are not entitled to a refund, Charco may be able to offer a replacement product.

Please allow at least fourteen (14) days from the day we received the returned products to process your refund or replacement. We will notify you by email when your refund or replacement has been processed.

Exceptions

Except as permitted by law, the following items cannot be returned:

  • Unused / sealed adhesives

If a product is faulty, not as described, or does not do what it is supposed to do, please contact us at the contact details below to arrange a refund or replacement.

Warranty

Please note, this warranty does not affect your statutory rights.

Your Charco Neurotech-branded product is warranted against defects in materials and workmanship for a period of  TWO (2) YEARS 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 to Charco Neurotech. If a defect arises during the Warranty Period, Charco Neurotech, at its option will:

  1. Replace the Product with a replacement product of the same model (or with your consent a product that has the same or substantially similar features as the original product – e.g., a different model with the same features, or the same model in a different color) that is new or comprised of new and/or previously used Charco Neurotech genuine parts and has been tested and passed Charco Neurotech functional requirements); or
  2. refund the original purchase price. 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, unauthorized 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, please contact Charco Neurotech Ltd at:

Charco Neurotech Ltd.
Suite 312 Mantle Business Centre
Nine Hills Road
Cambridge CB2 1GE
England
[email protected]

Please note, proof of purchase will be required to verify eligibility. 

Questions

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