Returns & Refunds Policy

Most people reading this haven't bought yet. You're checking what happens if this doesn't work out — which is exactly what we'd do.

Here's the short version: you have 30 days from delivery to return a device. Use it during that time. Returns are subject to a 15% restocking fee and return shipping. Below is everything else, stated plainly.

Before you return — talk to us first

A meaningful share of returns we see aren't product problems. They're setup problems.

How you use these devices matters. Distance, session length, frequency, and which mode you're running all change your experience, and the right setup varies quite a bit from person to person and use to use. If you've had your device a couple of weeks and it isn't working out the way you expected, that's often a sign the setup needs adjusting.

Email info@emr-tek.com with how you've been using it — distance, duration, mode, how often. We'll tell you honestly whether an adjustment is likely to help or whether you'd be better off returning it. We're not going to talk you into keeping something that isn't working for you.

Eligibility

Return requests must be initiated within 30 days of delivery.
Using the device is expected. That's what the 30 days are for. We don't require the unit to be unopened or unused.
Returns must come back complete — original packaging, all accessories, and every included component — and in good working condition.
We can't accept units with physical damage, missing parts, or any modification or unauthorized opening of the housing.
Prescription and custom glasses are non-returnable — they're made to your specification and can't be resold.
Items still in transit can't be returned until they've been delivered.

About the restocking fee

We'd rather explain it than hide it. These are large, heavy devices. A returned unit has to be inspected, retested, and repackaged, and it can't be sold as new afterward. The 15% covers that — it isn't a penalty for changing your mind.

If that fee is what's making you hesitate, email us before you order and tell us what you're looking for. Getting you into the right device the first time is cheaper for both of us than a return.

How to return an item

Email info@emr-tek.com with your order number.
We'll send you a return shipping label.
Pack the item in its original packaging with all accessories and ship it back.
Once we receive and inspect it, your refund goes to your original payment method. Allow 7–10 business days.

What's deducted: the 15% restocking fee and the cost of return shipping. Everything else is refunded in full.

Keep your box. It's the safest way to ship a panel back, and a unit damaged in return transit can't be refunded in full. Hold onto the packaging until you're sure you're keeping the device.

For practitioners

If you're evaluating a device for professional use and need to know whether it fits your space, your schedule, or how many people you're seeing in a day, email us first. We'd rather have that conversation up front than process a return on a unit that was never the right size for the room.

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Duties and import fees

Every EMR-TEK shipment goes out duty-paid. You should never be charged an import fee. If a carrier bills you for one anyway, forward us the receipt at info@emr-tek.com and we'll reimburse you.

Orders must clear customs and be delivered before a return can be started.

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EU Customers — Rights of Withdrawal

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Exchanges

We don't process direct exchanges. To swap an item:

Return the original under the conditions above.
Once processed, place a new order for the item you want.

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Questions?

Email info@emr-tek.com. A real person answers.