Return Request, Policy & Warranty

We provide free returns for all Flow products that are purchased directly from our website and are returned from the countries where we are available (EU, UK, Norway and Hong Kong).

  • If you have purchased your own Flow device
    We offer a full refund within 30 days from the date of shipment.
  • If you have opted to rent a Flow device
    You can cancel and return the headset at any time.

  • If you have purchased Refill pads
    We offer free returns and full refunds within 2 weeks of delivery, as long as the pads are unused and unopened. To request a refund in this case contact support@flowneuroscience.com.


To qualify for a refund

The returned product(s) must be accompanied by the original order confirmation and be in good physical condition. Make sure that:

  • The product(s) includes original packaging and all materials.
  • The Flow device is returned in like new condition (we accept that some of the pads have been used for testing).

In the case of purchases, the money will be returned to your account within 14 days, after we receive the product, provided that the above conditions are met. Credit will be issued to the payment method or credit card used for the original purchase.


Warranty

Flow Neuroscience AB (“Flow Neuroscience”) ensures the original purchaser that the Flow device (“Product”) is warranted against defects in materials and workmanship for the below period depending on product selection:

  • Purchased headset – twelve months from the date of purchase.
  • Buyout headset – twelve months from the date of buy out.
  • Rental headset – covered across the active rental period.

(“Warranty Period”), when used in accordance with Flow Neuroscience’s user manual.

This Limited Warranty is only valid in jurisdictions where the Product has been sold by Flow Neuroscience and not from a third party.

This Limited Warranty applies only in countries where Flow Neuroscience supplies the Product. The Product is not warranted if used in another country. 

Flow Neuroscience does not warrant that use of the Product will be error-free or uninterrupted. 

Flow Neuroscience is not responsible for damage caused by failure to follow user instructions or failure to comply with Flow Neuroscience’s Terms of Use. 

This Limited Warranty does not cover software embedded in the Product or services delivered by Flow Neuroscience to owners of the Product. 

Please refer to Flow Neuroscience’s Terms of Use for further details on user rights regarding software and services.

If a hardware defect arises and Flow Neuroscience receives a valid claim within the Warranty Period, Flow Neuroscience, at its option and to the extent permitted by law, will either:

  1. Repair the Product at no charge, using new or refurbished replacement parts or
  2. Replace the Product with a new or refurbished product.

In the event of a defect, to the extent permitted by law, these are the purchaser’s sole and exclusive remedies.

Any replacement hardware product will be warranted for the remainder of the original Warranty Period or sixty (60) days, whichever is longer.