Return and Refund Policy
Nonagon-Care, Inc.
716 Beacon St. Newton, MA 02459
Who this Policy Covers
This Return and Refund Policy ("Policy") applies to all individual customers who have purchased the Nonagon N9+ device (the “Product”) online directly from Nonagon or through one of Nonagon's authorized online, ecommerce business partners.
If you purchased the Product from a third party retailer or reseller that is not one of Nonagon's authorized online, ecommerce business partners, please contact them directly for information on their return and refund policy, as Nonagon does not permit returns and refunds under this Policy in such cases.
When you can Return the Product for a Refund
Refunds of the Product are permitted only in the following cases, subject to the terms and conditions of this Policy:
- the Product warranty is defective;
- the Product arrives damaged when shipped;
- Applicable State law requires a refund because the Product has not shipped in a timely manner
If the Product is Defective
If the Product is defective, Nonagon offers a separate limited warranty set out in our warranty policy at: https://nonagon-care.com/wp-content/uploads/2022/02/LBL-MHD-060-Limited-Product-Warranty-Rev-2.0.pdf.
If the Product is Damaged on Arrival
If the Product is received by you in damaged packaging, please email us immediately at support_us@nonagon-care.com to report receipt of damaged goods. We recommend that you send photos of the damaged goods (including shipping box, packaging and goods). We may accept returns for refund or exchange, for items damaged in transit. Upon receipt of the damaged item we will ship out a replacement, if available. If a replacement is not available we will refund the full purchase price of your Product, including initial shipping charge if applicable. If damages are deemed not related to shipping, your will be able to make a claim through the Limited warranty offered by Nonagon.
Process for Requesting a Return and Refund
Proof of purchase is required for all returns and refunds.
All requests for returns must be authorized by Nonagon prior to returning items. Please email us at support_us@nonagon-care.com with subject “Nonagon Product Return Request” to start the return process. Once the return has been approved by our team, instructions will be provided on how to return it.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your replacement or refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Please allow up to 30 days from the date that we receive the returned item, for the credit to appear in your account. Keep in mind that some refunds may take over 30 days from the purchase date to be processed.
Unauthorized returns may be returned to customer at customer’s expense.
Shipping
The original shipping costs when purchasing the Product are the responsibility of the purchaser and are non-refundable for returns under this Policy, except as described below: If you receive a refund, the cost of shipping will be deducted from your refund, except where the Product is being returned because of our error, a manufacturing defect, or damage during shipping, in which case we will send you a prepaid shipping label.
Due to the cost and fragility of the Product, providing a tracking # is required. We recommend that you purchase shipping insurance. We do not guarantee that we will receive your returned item.
Lost or Stolen Packages
Nonagon is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will verify delivery to the address provided, date of delivery, tracking information and shipping carrier information for you to investigate.
New Order Shipping Policy
Orders generally ship via Standard Ground Shipping within 2-3 business days after your order is placed. Business days are Monday through Friday and do not include the ship day, weekend days or federal holidays.
For your protection, we are unable to ship to P.O. Boxes.