At Neurivo, we are dedicated to providing high-quality hand wellness solutions. Please review our return, refund, and cancellation policies below.
60-Day Return Policy
We offer a 60-day return policy from the date you receive your package. If 60 days have passed since delivery, we unfortunately cannot offer a refund or exchange.
Eligibility for Returns
- Functional Defects & Damage: Returns are primarily accepted for items with verified functional defects or manufacturing issues.
- Original Packaging: Items must be returned in their original packaging, including all accessories, cables, and manuals.
- Proof of Purchase: A valid order number or receipt is required for all return requests.
- Change of Mind: We generally do not accept returns for change of mind. Special considerations may be granted in exceptional circumstances at our discretion upon review.
Non-Returnable Items
The following items are non-returnable:
- Gift cards
- Custom-made or personalized products
- Downloadable software or digital products
- Selected health and personal care items (unless defective upon arrival)
To initiate a return, please contact us at [email protected].
Order Cancellations
Because we process and dispatch orders as quickly as possible, cancellations are extremely time-sensitive:
- Window: Cancellations are only accepted within 60 minutes of order placement.
- Eligibility: Cancellations apply only to full-priced items.
- How to Cancel: If you need to cancel your order within the 60-minute timeframe, email us immediately at [email protected] with your order number.
Refunds
Once your return is received and inspected, we will send you an email confirmation. We will also notify you whether your refund request has been approved or rejected.
- Approved Refunds: If approved, your refund will be processed immediately, and a credit will automatically be applied to your original payment method within several business days (depending on your bank’s processing time).
- Late or Missing Refunds:
- Re-check your bank account balance.
- Contact your credit card company—it may take a few business days for refunds to officially post.
- Contact your bank to check for pending processing delays.
- If you have completed these steps and still have not received your refund, please email us at [email protected].
Exchanges
We only replace items if they arrive defective or damaged. If you need to exchange your item for the exact same unit, please email [email protected] for authorization and instructions.
Return Shipping Guidelines
- Shipping Costs: Customers are responsible for paying all return shipping costs. Shipping costs are non-refundable. If a refund is issued, original shipping costs (if applicable) will be deducted from your total.
- Tracking & Insurance: If you are returning an item valued over $10, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of un-tracked returned parcels.
- Processing Time: Return processing and exchange shipping times may vary depending on your location.