Returns and Refunds
At Exsurgo, we are committed to ensuring your satisfaction with our products. If you are not completely satisfied with your purchase, please review our returns and refunds policy below. Eligibility for Returns:- 30-Day Return Period: You may return the Axon headset within 30 days of receipt for a full refund. The product must be returned in its original packaging and in the same condition it was received. This policy does not affect your statutory rights regarding refunds, replacements or repairs in the event goods are faulty, misdescribed or not of satisfactory quality
- Non-Returnable Items: For hygiene reasons, we cannot accept returns of opened or used electrodes. Please review our warranty section for details on defective products.
- Contact Us: Reach out to our customer support team at support@exsurgo.com to initiate the return process. Include your order number and reason for the return.
- Return Instructions: Our team will provide you with instructions on how to send the product back.
- Pack and Ship: Carefully pack the Axon device and include all original packaging, accessories, and documentation. Ship it to the address provided by our customer support team.
- Processing: Once we receive the returned product, we will process your refund within 5-7 business days. Refunds will be issued to the original payment method.
Warranty
The Axon headset comes with a standard two-year warranty covering manufacturing defects. What is Covered:- Defective Materials or Workmanship: Any defects in materials or workmanship that occur during the warranty period will be repaired or replaced at no cost.
- Malfunctions: Issues caused by the product’s design or manufacturing faults.
- Damage from Misuse: Damage resulting from misuse, abuse, or unauthorized modifications.
- Normal Wear and Tear: Regular wear and tear or cosmetic damage. This includes expected Electrode wear and tear.
- Unauthorized Repairs: Repairs or alterations performed by unauthorized parties.
- Contact Support: Email our customer support team at support@exsurgo.com with a description of the issue, your order number, and proof of purchase.
- Verification: We may request additional information or documentation to verify the issue and warranty claim.
- Return Instructions: If the claim is valid, we will provide instructions on how to return the product for repair or replacement.
- Shipping Costs: For international returns, you are responsible for the shipping costs unless the product is defective.
- Customs Duties: Any customs duties or import taxes incurred during the return process are your responsibility.