EyeNetra Store :: Refund Policy

We stand behind our products and services and want you to be satisfied with them. We'll always do our best to take care of customers—our philosophy is to deal with you fairly and reasonably; we hope you will be fair and reasonable to us as well.

We offer a two-phased refund policy for all of our customers. It's the best way to get to know our technology and explore its implementation at your own convenience. If there's a fit and we meet your needs, great! If not, we understand.

Phase A: 10-day Trial

Your experience starts with a 10-day risk-free trial. You have ten consecutive days, from the date of receipt of the product, to receive our online training session, evaluate the products, decide if you want to move forward and, if not, return the products.

The ten days are for trial and evaluation purposes only. The product must return in the same condition that you received it, in the original box with all its components included. Items on sale, including tradeshow specials and discounts, as well as products that have been used in for-profit or non-for-profit environments do not participate in Phase A. Damaged products that present use marks, scratches and/or broken parts will not be accepted for the trial. 

Phase B: Extended-Use up to 5 Months

In this phase, you are allowed to use the products in day-to-day commercial or not-for-profit activities to evaluate how they perform in practice in the desired patient population. If you are not satisfied with their performance and decide to return the products, a simple monthly rental fee is applied.

We charge 20% of the value of the products per month from the date of receipt of the product to the date we received it back. Any partial-month usage is charged as a full month. Please note that no refunds are accepted after 5 months have passed since you received the products.

For both phases, non-returnable items include:
- Gift cards
- Software products, including our Insight Portal
- Items on sale, including tradeshow specials and discounts.
- Damaged, dirty or products that have missing parts
- All shipping costs, VATs, duties, and other fees

How do I File a Return?

The return process starts by filling out the Return Authorization form: http://returns.eyenetra.com

If authorized, you will be responsible for paying for your own shipping to return the product. If you received a return label, the shipping costs will be deducted from your refund.

Please package your products in the same boxes that you received them. Make sure to clean and include all the smaller items (chargers, cables, manuals, etc) and ship to:

EyeNetra Inc (Returns Department)
47 Third St, Ste 300
Cambridge, MA 02141. USA.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

As a reminder, we do not reimburse shipping charges, import duties and transaction fees for wire transfers. Any service costs required to fix signs of use, either cosmetic (part replacement due to scratches) or functional issues (i.e. cracked screen due to phone drop) will be removed from the refund amount. 

Once your return is received, we will proceed with a thorough inspection of the components and notify you of the approval or rejection of your refund. We process returns within 5 days.

If approved, your refund will be processed in 7 days. The credit will be automatically applied to your credit card or original method of payment.

If rejected, we will be in contact to send the merchandise back to you.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@eyenetra.com.

Authorized Re-sellers

If you bought our products from our resellers worldwide, you should contact them directly to return the merchandise. This policy is only applicable to items sold directly from our online store.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange, fill out the Return Authorization form: http://returns.eyenetra.com or send us an email at info@eyenetra.com.