Warranty

The Flow 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 – 12 months from the date of purchase.
  • Buyout headset – 12 months from the date of the buyout.
  • 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.

Before contacting our support team

If there is no visible damage on your headset, please make sure you have done the following verifications before contacting our support team. If there is visible damage on the headset, you can skip to the next section directly.

  1. Charge the headset for at least 1 hour.
  2. Download and install the Flow app on your phone or tablet (iOS /Android).
    Note: the app is supported on Apple devices running on iOS 11 and above and Android devices running on Android 6 and above.
  3. If the app is not working, restart your device and try to open the app again.
  4. If this does not work, try to download the app on a different device.
  5. Once you are able to open the app, create your account and confirm the verification email.
  6. For Android devices, make sure you enable Location Services in the settings. You may need to start the app again.
  7. If you can start your headset and open the app, do the first introduction courses in the app and follow the “Get started video” to connect to the headset and start stimulating.

Contact Us for Warranty Coverage

It is possible that your device is covered by our warranty. The more information you are able to provide, the faster we can assist you.

Contact our customer support at support@flowneuroscience.com and make sure your email contains the following information:

  • The email address used to purchase or rent Flow - please provide your email address that was used to purchase or rent Flow. Alternatively, you can provide your order confirmation number.
  • The serial number of your headset - a serial number contains 9 digits and can be found beneath the QR code on the headband
  • A description of the issue - if there is visible damage on the headset, please attach pictures to your email. Otherwise, please provide as much detail as possible. Sharing a screenshot of any error message you encounter is very helpful.
  • Your shipping address - confirm your shipping address so we know where to send the replacement device if it is covered under warranty coverage.