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Returns Policy

Introduction

References in this Returns Policy to 'we' and 'us' are to Durham Systems Management Limited; 'Products' are to products listed on our website www.biofeedbackshop.biz ('Website') and 'Contract' are to the contract between you and us in respect to the sale of Products via our website or via the telephone.

Each time you make a purchase of Products, you enter into a Contract with us. If you buy a number of Products in one order to be delivered to the same address, the Contract shall cover all the Products in that order. If you order Products to be delivered to different delivery addresses, there shall be a separate Contract in place in respect of each delivery address and each Contract shall cover all the Products being delivered to that address.

1. Returns

In addition to your statutory rights to cancel your Contract set out in Clause 3 below, if you are not entirely satisfied with your purchase, you may return it to us within 14 days of the date shown on your despatch note or invoice, whichever is the later. Products must be returned to us in accordance with Clause 4 ('How to make a return') below. We may refuse to provide a refund where Products are not returned accordance with Clause 4. This does not affect your statutory rights as a consumer to cancel the Contract as set out below.

If you wish to return or cancel your Contract in respect of a Product which was bought as part of a promotion, we can only process the return if you return all the Products which were the subject of the promotion.

2. Health and Safety

Some products, including some sensors, electrodes and consumables are non-returnable for health and safety / hygiene reasons. For a complete list of non-returnable items, please contact Technical Support at the address at the foot of the page.

3. Cancellation of the Contract

If you are contracting as a consumer, you may cancel your Contract with us at any time within 7 working days, beginning on the day after you receive the Products which are the subject of the Contract ('Cooling-Off Period').

In order to cancel your Contract, you must notify us in writing at one of the addresses set out in Clause 8 within the 7 day Cooling-Off Period and then return the Products to us in accordance with Clause 4 below.

Please note that in order to cancel your Contract, you must return all the Products that were covered by the order. You must take reasonable care of the Products that you wish to cancel and not use them.

4. How to make a return

If you wish to return a Product, you must notify us our your intention to do so before returning the Product. We will provide you with an RMA number. The Products must be returned unused in their original packaging and the RMA number must be clearly displayed. You may contact us by telephone or email to obtain an RMA number. WE CANNOT ACCEPT RETURNS THAT DO HAVE HAVE AN ASSOCIATED RMA NUMBER.

Returning the Products

  1. Repack the Products in their original packaging
  2. Be sure to add your RMA number either on the external packaging or enclose a note inside the pack indicating the number.
  3. Return the package using the Post Office or a reliable delivery company. Obtain a certificate of posting and ensure that the package will be signed for by us and, for your own peace of mind, ensure that the goods are insured to the full value of the original invoice. it is your responsibility to return the Products to Us. We cannot refund Products that have not been signed for by Us.
  4. Keep your Certificate of Postage safe as you will need this in case you need to make an insurance claim due to non-delivery of the Products to us.

Unless you have cancelled your Contract with us within the 7 day Cooling-Off Period in accordance with Clause 3, we will deduct a 20% re-stocking fee from any refund due to your debit / credit card / Paypal account in respect of the cost we will incur in administering the return, except where you received free delivery when purchasing the Products as part of a promotion, in which situation we reserve the right to deduct a 20% re-stocking fee from any refund due to your debit / credit card / Paypal account in respect of the cost we will incur in administering the return.

For the avoidance of doubt, we will not deduct a re-stocking fee in respect of Products which were delivered faulty or incorrectly by us, or where you have cancelled your Contract within the 7 day Cooling-Off Period in accordance with Clause 3. Items returned outside of the 7 day cooling off period and, after inspection, are deemed to be functioning correctly, will be subject to an inspection fee as defined in "Repairs and Upgrades" below.

If you are returning a unit from outside the European Union, you should mark your package "Item returned for repair - no value for customs purposes" and put a nominal value of £10.00 ($15.00 / €15.00) on the shipping details. If you put the full retail price on the package we will be charged a handling fee, import duty and VAT which we will have to pass on to you.

5. Refunds

If you cancel your Contract within the 7 day Cooling-Off Period in accordance with Clause 3 and return to us all the Products which are the subject of the Contract, we will refund the amount due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the price of the Product in full, (excluding the delivery charges incurred in sending the Products to you). 

If you return the Product for any other reason, for example you claim that the Product is defective or is not what you ordered, we will examine the returned Product and will notify you of any refund you are entitled to via e-mail within a reasonable period of time. 

Provided that the Product is defective and you return the Product within 14 days, We will, at our discretion, replace the goods or refund the amount paid less any re-stocking fee.

If we choose to refund the amount paid, we will do so within 30 days of the day we confirm to you via e-mail that you are entitled to a refund for the Product.

Products returned by you because of a defect and refunded by us will be repaid in full, excluding a refund of the delivery charges for sending the item to you.

In the event that we do not receive the returned goods, we will refuse to refund the cost of the equipment. It is therefore very important that your follow the instructions in Clause 4 above regarding "How to make a return".

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

6. Exchanges

Defective items returned for exchange will be replaced within 21 days.

7. Inspections, Repairs and Upgrades

  1. Equipment that is returned for repair within the warranty period but is, after inspection, deemed to be the result of wear and tear, will be subject to a repair fee of £35.00 plus return postage.
  2. Equipment that is returned for repair under the warranty scheme, but found to be functioning correctly, will be returned to you and you will be responsible for the cost of the insured return postage.
  3. Equipment returned to us outside of either the warranty scheme or returns period (if applicable), will be subject to an inspection fee of £95.00 + VAT (where applicable) per item.
  4. If you are returning a product for repair outside of the warranty period, we will inform you of the cost within seven (7) days of receiving the equipment. The minimumcharge for a repair or upgrade is £50.00 plus VAT (where applicable), plus the cost of insured return postage.
  5. If you are returning a product for an upgrade, we strongly recommend that you ask for a quotation BEFORE before sending the equipment to us to avoid incurring costs in the event that, once we have informed you of the price of the upgrade, you decide not to proceed.

8. Contact Us

Please contact us at :
Email: support@biofeedbackshop.biz
Post: Durham Systems Management Limited, Fernlea House, Newby, Penrith, CA10 3EX




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