NeuroPawn Refund & Replacement Policy

1. Order Cancellation Policy

1.1 Full Refund for Cancellations

You may cancel your order for a full refund within forty-eight (48) hours of placing your order, provided that the package has not yet been shipped.

1.2 How to Cancel

To cancel an order, you must contact our customer service team at support@neuropawn.tech within the 48-hour window. Please include your order number and request for cancellation.

1.3 Cancellation After Shipment

2. Replacement Policy for Defective or Damaged Products

2.1 Eligibility for Replacement

We offer replacements only for products that are:

• Defective: The product does not function as intended or has a manufacturing fault upon arrival.
• Damaged in Transit: The product arrives physically damaged due to shipping.
• Lost in Transit: The product never arrives at the shipping address provided, as confirmed by the carrier's tracking information.

2.2 Reporting a Defective or Damaged Product

To be eligible for a replacement, you must notify NeuroPawn's customer service team within five (5) calendar days of the package arrival date.

When reporting, you must provide:

• Your order number.
• A clear description of the defect or damage.
• Photographic or video evidence of the defect or damage (e.g., photos of the damaged packaging, the product defect, or a video demonstrating the malfunction). This evidence is crucial for our assessment and for filing claims with shipping carriers if applicable.

You can contact our customer service team at support@neuropawn.tech.

2.3 Replacement Process

Upon receiving your request and supporting evidence, NeuroPawn will:

• Review the evidence within 3-5 business days.
• If the defect or damage is confirmed, we will provide instructions for returning the product (if required) and initiate the shipment of a replacement product.
• Replacement products will be sent free of charge to your original shipping address. You will not be charged for the replacement product itself or for the outbound shipping of the replacement.
• If the exact product is no longer available, we will offer a comparable alternative or a store credit at our discretion.

2.4 Return of Defective/Damaged Product

NeuroPawn reserves the right to request the return of the defective or damaged product. If a return is required:

• You will be responsible for the cost of shipping the product back to us.
• The product must be returned in its original packaging, if possible, along with all accessories and documentation.
• Failure to return the product as instructed may void your eligibility for a replacement.

3. General Return & Refund Exclusions

Due to the strict "no refunds after package is shipped" policy, we generally do not accept returns or provide refunds for reasons other than order cancellation within the specified 48-hour window or for confirmed defective/damaged products (for which only replacements are offered).

Specifically, we do not offer refunds or returns for:

• Change of Mind: Once a product has shipped, buyer's remorse or a change of preference does not qualify for a refund or return.
• Products Not Purchased Directly from NeuroPawn: This policy only applies to products purchased directly from NeuroPawn's official website.
• Products Damaged by Misuse: Products damaged due to accident, abuse, neglect, improper installation, or unauthorized modification/repair.
• Digital Products/Software Licenses: These are non-refundable once activated or downloaded.
• Personalized or Custom-Made Items: Unless defective or damaged upon arrival.
• Items on Sale/Clearance: These may be final sale and explicitly marked as non-returnable/non-refundable.

4. International Shipments & Customs-Related Issues

Consistent with our policy of "no refunds after package is shipped," this also applies to international orders.

• Refused Packages: If an international package is refused by you due to unexpected duties, taxes, or other customs charges, no refund will be issued for the product. You will be responsible for any return shipping costs and other fees incurred by NeuroPawn, as outlined in our Shipping & Delivery Policy.
• Packages Returned by Customs: If a package is returned to NeuroPawn by customs authorities (e.g., due to unpaid duties, missing documentation, or prohibited items), no refund will be issued for the product. You will be responsible for all associated shipping and handling costs, as outlined in our Shipping & Delivery Policy.
• Lost or Seized Packages in Customs: See Section 1.6 of our Shipping & Delivery Policy.

5. Policy Updates

This Policy may be updated periodically by NeuroPawn in its sole discretion to reflect changes in our refund and replacement procedures or to comply with applicable laws. Customers are responsible for reviewing the most current policy before placing orders.