Understanding Our Return Policy

At NeuroNest, we aim to ensure customer satisfaction with our smart home and business devices, which include robot vacuums, climate systems, and pet care technology. Our return policy is designed to support your experience and provide clarity on the process involved. If you wish to initiate a return, please review the conditions outlined below to ensure eligibility.

Returns are accepted within 30 days from the date of delivery, provided the product is in its original packaging and free from damage. We recommend inspecting your items upon receipt to confirm they meet your expectations and are in good condition. Our team may request photographic evidence to facilitate the return process.

Items that are opened or used may be subject to a restocking fee, depending on the nature of the product. For products like climate systems or pet tech, we advise following the installation and setup instructions carefully, as improper use may affect eligibility for returns.

The return process involves contacting our support team via email at support@neuronestone.com . Once your request is approved, you will receive detailed instructions regarding packaging and shipment. Please ensure that the original invoice or receipt is included in the return package.

We strongly recommend using a trackable shipping service to send your returns, as we cannot be responsible for lost or misplaced parcels. Shipping costs for returns may be borne by the customer unless the product is defective or the return is due to our error.

Conditions for Eligible Returns

To qualify for a return, products must be returned in their original condition, including all accessories, manuals, and packaging materials. Items received damaged or incomplete may be rejected or subject to additional charges. Our team reserves the right to inspect returned items and determine eligibility based on their condition.

For devices like robot vacuums, if the product has been used extensively or shows signs of wear, it may not qualify for a full refund. Similarly, climate control units that have been installed and operated are subject to evaluation based on their state upon return.

Custom orders or special configurations may not be eligible for returns unless found defective or not as described. We encourage customers to contact our support team for clarification before initiating any return requests.

Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, refunds will be processed using the original payment method within a specified timeframe.

Refunds and Exchanges

Refunds are generally processed within 14 business days after the receipt and inspection of the returned product. The time frame may vary depending on your bank or payment provider. If a refund is approved, the amount will be credited back to your original payment method.

In cases where a product is defective or not as described, we may offer an exchange, replacement, or full refund, depending on the circumstances. Our support team will advise on the available options for your specific case.

Exchanges are subject to stock availability. If the desired replacement is unavailable, a refund may be issued instead. We appreciate your understanding as we strive to process returns efficiently and fairly.

Note that shipping costs for exchanges or returns are typically borne by the customer unless the item was defective upon arrival. We recommend retaining proof of shipment until the process is complete.

Additional Notes and Clarifications

We do not accept returns for products that have been tampered with or modified outside of standard setup procedures. For pet care devices, proper cleaning and maintenance are necessary to ensure eligibility for returns.

Products returned without prior authorization or outside the stipulated time frame may be rejected or returned to the sender. We advise contacting our support team promptly to avoid delays.

Our policies are intended to support a transparent and straightforward return experience. Customers are encouraged to reach out with any questions or concerns related to the process.

While we strive to facilitate smooth returns, please note that certain restrictions may apply based on local laws and regulations. We are committed to adhering to all applicable consumer rights standards.