At Somnial NeuroTone, we are committed to delivering high-performance wellness solutions and supporting our customers every step of the way. Please review our return, replacement, and cancellation guidelines below.
60-Day Return Policy
Our return policy is valid for 60 days starting from the date your package is marked as delivered by the carrier. If 60 days have passed since delivery, we cannot offer a refund or exchange.
Return Eligibility Requirements
To qualify for a return under our standard policy:
- Returns are primarily accepted for items exhibiting verifiable functional defects or hardware malfunctions upon arrival.
- We do not issue standard refunds for general change of mind. Exceptional circumstances may be reviewed at our discretion, provided valid proof of purchase is submitted.
- The device must be securely packed in its original packaging along with all included components, silicone tips, charging cables, and manuals.
- Please provide video or photographic evidence clearly demonstrating the defect or performance issue when initiating your claim.
Non-Returnable & Exempt Items
In accordance with sanitary standards and product specifications, the following cannot be returned:
- Replacement silicone ear tips or hygiene accessory packs that have been opened or unsealed
- Gift cards and promotional promotional vouchers
- Downloadable digital wellness guides or digital routine plans
- Units showing visible signs of physical misuse, water damage, or customer-induced tampering
Order Cancellations
Because our logistics facility operates on an automated dispatch schedule to ensure fast transit times, order cancellations are time-sensitive:
- Cancellation requests are only accepted within 60 minutes of placing your order.
- To request a cancellation, email [email protected] immediately with the subject line: URGENT CANCELLATION – [Your Order Number].
- Once an order has entered our warehouse processing or fulfillment pipeline, it can no longer be canceled or intercepted, and the standard return procedure will apply.
How to Initiate a Return
- Contact Support: Email our customer care team at [email protected] with your order number, receipt/proof of purchase, and a brief description (with video/photo evidence) of the issue.
- Receive Return Authorization: If eligible, our support team will provide a Return Merchandise Authorization (RMA) and the designated return warehouse address. (Please do not send items back without contacting us first; unauthorized packages cannot be identified or processed.)
- Dispatch Package: Pack the unit securely in its original box and ship it using a trackable courier service.
Return Shipping Costs
- Customers are responsible for paying all return postage and shipping fees.
- Return shipping costs are strictly non-refundable. If an order qualified for free initial shipping, standard outbound shipping and restocking fees may be deducted from the final refunded amount.
- Tracking Required: Because we cannot guarantee receipt of returned items, we strongly recommend using a reputable, trackable shipping carrier (and purchasing parcel insurance for items over $50). We are not liable for packages lost or damaged in transit back to our facility.
Inspection & Refund Processing
- Receipt & Inspection: Once your return arrives at our inspection hub, our technical team will inspect the item to verify the reported issue and check for all original accessories. We will notify you via email regarding the approval or rejection of your claim.
- Payout Timing: Upon approval, your refund will be processed immediately. A credit will automatically be applied to your original credit card or payment method within 5 to 10 business days, depending on your financial institution’s clearing schedule.
Late or Missing Refunds
If your refund has been approved but has not appeared in your account after 10 business days:
- Re-check your online banking or credit card portal statement.
- Contact your bank or credit card provider—many financial institutions require several days of internal processing time before postings become visible.
- If you have completed both steps and still have not received your funds, please contact us at [email protected] and our billing team will investigate promptly.
Exchanges & Replacements
We replace units free of charge if they arrive defective, damaged, or non-functional. If your device arrives damaged in transit or fails to operate properly, email [email protected] within 7 days of delivery with your order details and clear photos/videos showing the defect. We will issue a brand-new replacement unit right away.