What should I know before returning a product?

We understand that sometimes a product may not be the right fit for your needs. If you need to return a product purchased directly from www.emotiv.com, please review the following information to ensure a smooth and successful return process.

Return Eligibility

Most hardware items are eligible for return, unless specifically stated otherwise on the refund policy page, with the following key conditions:

1️⃣ Return Period:

• Standard returns: Must be requested within 60 days of the delivery date.
• Dead on Arrival (DOA) items: Must be reported within 15 days of delivery.
• Product Condition: Items must be returned in their original condition, with all included parts/accessories, and packed securely to avoid damage during transit.
• Responsibility: The product is your responsibility until it arrives at our Return Material Authorization (RMA) department. We recommend using a tracked and insured shipping method.

2️⃣ How to Request a Return

If your product is eligible and you’d like to return it, please contact our Support Team to obtain an RMA number before sending anything back. We cannot accept any returns without an RMA number. 

To receive an RMA, please submit a support ticket providing your order number and headset serial number.

If your headset is Dead on Arrival (DOA) or you believe it is defective within the warranty period,  you must contact Customer Support to obtain a RMA number before the end of the applicable return period. In the support ticket, please include a clear, well-lit photo(s) or video(s) showing the issue, along with images of the original shipping packaging. This information is required for warranty return approval and must be submitted within the applicable return window.

3️⃣ Restocking Fee & Refunds

For all approved returns for refunds, EMOTIV charges a restocking fee of up to 25% of the original purchase price, plus any applicable sales tax. This fee does not apply if the product is found to be defective or Dead On Arrival (DOA). Shipping and handling fees are non-refundable, unless:

• The product is defective
• The wrong item was shipped
• The item arrived damaged

4️⃣ Non-Returnable / Non-Refundable Items

Software licenses and applications are not eligible for return or refund, as they are sold as digital downloads.

The following hardware items are non-refundable and are not eligible under EMOTIV’s return policy:

• Emoiv Flex Caps
• Emotiv Flex Gel Sensors
• Emotiv Flex Saline Sensors
• Emotiv Felt Sensors
• USB Receiver Dongle
• Epoc Hydrator Packs
• MN8 Sensor Packs
• Insight Sensor Packs
• Any other items intended for personal use and not suitable for resale

5️⃣ Limited Warranty Exclusions

Please note that EMOTIV’s Limited Warranty does not cover the following:

• Damage caused by external factors, including but not limited to: accident, abuse, misuse, liquid damage, fire, flood, earthquake, or other natural disasters.
• Leaking batteries or liquid damage affecting the functionality of the product.
• Defects caused by unauthorized service or modification, including any repairs or changes made by anyone other than EMOTIV or an EMOTIV-authorized service provider.
• Malfunctions resulting from the use of third-party accessories or components that do not conform to EMOTIV’s specifications or are not supplied by EMOTIV.
• Damage incurred during shipment due to improper packaging or handling not arranged by EMOTIV.
• Alterations or tampering, such as modification of the product or removal of serial numbers or identification labels.