Return Policy

1. Definitions

Terms and definitions are presented in Appendix 1.

2. General information

2.1. Neuronix does not accept returns or exchanges unless the purchased item is defective.

2.2. If an item is defective, the customer is asked to please contact us with details of the product and the defect via email at contact@neuronix.ca.

2.3. Upon receipt of a substantiated customer’s report on a defective item, Neuronix will issue a Return Authorization and arrange, at Neuronix expense, product pick up at the customer’s premises by a carrier, and inform the customer on the name of the carrier and tracking number for return.

2.4. Upon receipt of the Return Authorization, the item considered defective is shipped by the customer to the address provided in the Return Authorization.

2.5. Upon receipt of the returned product, Neuronix or the manufacturer (supplier) will fully examine it and notify the customer via e-mail, within a reasonable period of time, whether the customer is entitled to a refund or a replacement as a result of the defect.

2.6. If the customer is entitled to a replacement or refund, Neuronix will replace the product or refund the purchase price, using the original method of payment.

2.7. Refunds are issued in full invoiced amounts for the returned defective product, as per original invoice, regardless of the product price at the time of return and refund.

2.8. In compliance of regulatory requirement of medical device traceability, regardless of shipment origination from Neuronix or the manufacturer (supplier), we record in Distribution records the following information on the returned products:

· Customer name, address, telephone, fax, email, name and contact information of the person to be contacted in the case of product recall.

· Names, model numbers, product IDs, serial (lot) numbers and quantities of all products returned by the customer.

3. Receipt notification

3.1. Once the products returned by the customer are received by Neuronix, we notify the customer of the receipt.

4.  Shipping costs

4.1. Shipping costs of returns, including freight and insurance from the customer’s premises to Neuronix, are covered:

· by Neuronix – if the product, upon thorough inspection, is confirmed to be defective.

· by the customer – if the product, upon thorough inspection, is confirmed to be not defective. 

In such a case, Neuronix will issue the customer an invoice for the shipping costs of the return, including freight and insurance, plus re-stocking fee equal to 2% of the full product retail price, before any discounts and promotions applied at the time of purchase.

Sales tax (HST/PST/GST) is charged on the shipping costs according to the province or territory to which the product is shipped.

4.2. Shipping costs of the replacement product, including freight and insurance to the customer’s premises, are covered by Neuronix.

4.3. For shipping purposes, insurance covers the full product cost before any discounts and promotions.

4.4. Shipping costs are based on the gross weight of the shipped goods, including the products and packaging, product price for insurance purposes, distance, and the delivery method.

5. Damaged items in transport

5.1. If there is any damage to the packaging or products on delivery, contact us immediately at:

· Toll-free (Canada, US) 1-833-449-7979.

· Internationally +1-613-253-3243.

· Fax 1-613-253-5521.

· Email contact@neuronix.ca

6. Questions

6.1. If you have any questions about the delivery and shipment or your order, please contact us at:

· Toll-free (Canada, US) 1-833-449-7979.

· Internationally +1-613-253-3243.

· Fax 1-613-253-5521.

· Email contact@neuronix.ca

Appendix 1:  Terms and definitions

Arrival – the point named in the Incoterm to which carriage has been paid.

Bill of lading – a detailed list of a shipment of goods in the form of a receipt given by the carrier to the person consigning the goods.

Carrier – any person who, in a contract of carriage, undertakes to perform or to procure the performance of transport by rail, road, air, sea, inland waterway or by a combination of such modes.

CFR – Cost and Freight (named port of destination) – the seller pays for the carriage of the goods up to the named port of destination.  Risk transfers to buyer when the goods have been loaded on board the ship in the country of Export.  The Shipper is responsible for origin costs including export clearance and freight costs for carriage to named port.  The shipper is not responsible for delivery to the final destination from the port (generally the buyer's facilities), or for buying insurance.  If the buyer requires the seller to obtain insurance, the Incoterm CIF should be considered.  NOTE:  CFR should only be used for non-containerized seafreight and inland waterway transport; for all other modes of transport it should be replaced with CPT.

CIF – Cost, Insurance & Freight (named port of destination) – this term is broadly similar to the CFR term, with the exception that the seller is required to obtain insurance for the goods while in transit.  CIP requires the seller to insure the goods for 110% of the contract value under Institute Cargo Clauses (A) of the Institute of London Underwriters, or any similar set of clauses, unless specifically agreed by both parties.  The policy should be in the same currency as the contract.  The seller must also turn over documents necessary to obtain the goods from the carrier or to assert claim against an insurer to the buyer.  The documents include (as a minimum) the invoice, the insurance policy, and the bill of lading. These three documents represent the cost, insurance, and freight of CIF.  The seller's obligation ends when the documents are handed over to the buyer.  Then, the buyer has to pay at the agreed price.  NOTE:  CIF should only be used for non-containerized sea freight; for all other modes of transport it should be replaced with CIP.

CIP – Carriage and Insurance Paid to (named place of destination) – this term is broadly similar to the CPT term, with the exception that the seller is required to obtain insurance for the goods while in transit.  CIP requires the seller to insure the goods for 110% of the contract value under Institute Cargo Clauses (A) of the Institute of London Underwriters, or any similar set of clauses, unless specifically agreed by both parties.  The policy should be in the same currency as the contract, and should allow the buyer, the seller, and anyone else with an insurable interest in the goods to be able to make a claim.

CPT – Carriage Paid To (named place of destination) – for all shipping modes outside of non-containerized seafreight.  The seller pays for the carriage of the goods up to the named place of destination.  The goods are considered to be delivered when the goods have been handed over to the first or main carrier, so that the risk transfers to buyer upon handing goods over to that carrier at the place of shipment in the country of Export.  The seller is responsible for origin costs including export clearance and freight costs for carriage to the named place of destination.

DAP – Delivered At Place (named place of destination) – 'Delivered at Place' – the seller delivers when the goods are placed at the disposal of the buyer on the arriving means of transport ready for unloading at the named place of destination. Under DAP terms, the risk passes from seller to buyer from the point of destination mentioned in the contract of delivery.

Delivery – the point in the transaction where the risk of loss or damage to the goods is transferred from the seller to the buyer

DDP – Delivered Duty Paid (named place of destination) – the seller is responsible for delivering the goods to the named place in the country of the buyer, and pays all costs in bringing the goods to the destination including import duties and taxes.  The seller is not responsible for unloading.  This term is often used in place of the non-Incoterm "Free In Store (FIS)". This term places the maximum obligations on the seller and minimum obligations on the buyer. No risk or responsibility is transferred to the buyer until delivery of the goods at the named place of destination.           

DPU – Delivered At Place Unloaded (named place of destination) – this Incoterm requires that the seller delivers the goods, unloaded, at the named place of destination.  The seller covers all the costs of transport (export fees, carriage, unloading from main carrier at destination port and destination port charges) and assumes all risk until arrival at the destination port or terminal.

EXW – Ex Works (named place of delivery) – the seller makes the goods available at their premises, or at another named place.  This term places the maximum obligation on the buyer and minimum obligations on the seller.  EXW means that a buyer incurs the risks for bringing the goods to their final destination.

FAS – Free Alongside Ship (named port of shipment) – the seller delivers when the goods are placed alongside the buyer's vessel at the named port of shipment.  This means that the buyer has to bear all costs and risks of loss of or damage to the goods from that moment. The FAS term requires the seller to clear the goods for export.  However, if the parties wish the buyer to clear the goods for export, this should be made clear by adding explicit wording to this effect in the contract of sale.

FCA – Free Carrier (named place of delivery) – the seller delivers the goods, cleared for export, at a named place (possibly including the seller's own premises).  The goods can be delivered to a carrier nominated by the buyer, or to another party nominated by the buyer.

FOB – Free on Board (named port of shipment) – the seller bears all costs and risks up to the point the goods are loaded on board the vessel.  The seller's responsibility does not end at that point unless the goods are "appropriated to the contract" that is, they are "clearly set aside or otherwise identified as the contract goods".   Therefore, FOB contract requires a seller to deliver goods on board a vessel that is to be designated by the buyer in a manner customary at the particular port. In this case, the seller must also arrange for export clearance.  The buyer pays cost of marine freight transportation, bill of lading fees, insurance, unloading and transportation cost from the arrival port to destination.

Free – a seller has an obligation to deliver the goods to a named place for transfer to a carrier

Freight forwarder – a firm that makes or assists in the making of shipping arrangements.

Incoterms or International Commercial Terms are a series of pre-defined commercial terms published by the International Chamber of Commerce (ICC) relating to international commercial law.  Current edition of Incoterms is published on the International Chamber of Commerce web site.

Terminal – any place, whether covered or not, such as a dock, warehouse, container yard or road, rail or air cargo terminal.

To clear for export – to file Shipper’s Export Declaration and get export permit.