1. About this policy#
1.1 This policy explains how to return hardware bought from the Narbis online store at narbis.shop, what we refund, and what we do not. It applies to purchases from Narbis, Corp., a Delaware corporation ("Narbis", "we", "us" or "our").
1.2 This policy sits alongside the Narbis Terms of Sale and the Narbis Limited Warranty. Returns are about changing your mind or an early problem. Warranty is about a defect that appears during the warranty period. If you are outside the 30 day window, go to the Narbis Limited Warranty.
1.3 If you bought from a reseller or a distributor rather than from narbis.shop, that seller's return policy applies and you should contact them first.
1.4 Nothing here limits any statutory right of withdrawal, cancellation or refund you have as a consumer where you live. Those rights apply in addition to this policy, and where they give you more, you get more.
2. The 30 day window and when it starts#
2.1 You have 30 calendar days to request a return.
2.2 The window starts on the day the carrier records delivery of your item. For an order that ships in more than one shipment, the window runs separately for each item from the delivery of that item.
2.3 What has to happen within 30 days is your request, sent to info@narbis.com. Once we have issued a Return Merchandise Authorization (RMA), you have a further 14 days to hand the package to the carrier.
2.4 If a backordered or preordered item ships late, the window still starts from delivery, not from the order date.
3. What can be returned#
3.1 Narbis hardware bought from narbis.shop within the window, including the Smart Glasses, Edge, the Edge sensor kit, the Narbis ear clip and accessories.
3.2 The item must be:
- complete, with all parts, cables, chargers, ear clip, case, inserts and printed material that came in the box;
- in its original packaging where you still have it, or in packaging that protects it just as well;
- free of damage beyond what normal, careful trial use would cause;
- free of permanent modification, and with no attempt at repair by anyone other than Narbis.
3.3 We expect you to have tried the product. Training is the point, and a used but undamaged unit that has been worn for a few sessions is returnable. What is not returnable is a unit that is cracked, bent, water damaged, missing parts or opened at the seams.
3.4 If an item arrives back to us outside these conditions, we contact you before doing anything. You may choose a partial refund reflecting the reduced value, or you may ask us to ship the item back to you at your cost.
4. What is not returnable#
4.1 Software, apps, digital downloads and license keys, once activated.
4.2 Subscription fees and onboarding fees already incurred. See the section on subscriptions below.
4.3 Consumable and hygiene items that have been opened or used, including electrode gel, adhesive pads, cleaning supplies and replacement ear tips or nose pads. See the section on hygiene items.
4.4 Items bought from a reseller, bought secondhand, or received as a transfer from another owner.
4.5 Items outside the 30 day window, which are handled as warranty claims instead.
4.6 Gift cards.
5. What we refund and what we do not#
5.1 We refund the original purchase price you actually paid for the returned item, including any tax we collected on it.
5.2 We do not refund shipping. Outbound shipping charged on your order is not refunded, and return shipping is paid by you. The one exception is in the section on damaged or defective on arrival, where Narbis pays both ways.
5.3 We do not charge a restocking fee for a return that meets the conditions in this policy.
5.4 If the item was part of a bundle or was bought with a discount code, we refund the amount actually allocated to that item, not its full list price. If returning one item breaks a bundle that gave you a discount, we recalculate the remaining items at their standard price and refund the difference between what you paid and what you keep.
5.5 If you return everything in an order and the return meets this policy, we refund the full purchase price of the goods. Shipping is still not refunded.
6. How to start a return: the RMA process#
6.1 Email info@narbis.com with:
- your order number;
- which item or items you are returning;
- a sentence on why, which helps us improve the product but does not affect your right to return;
- for a damaged or defective item, a photo or a short video.
6.2 We reply with an RMA number and the return instructions, including the address to send the item to and any labelling requirements.
6.3 The return destination is issued with your RMA and is not published in this or any other Narbis document. Fulfillment locations change. The RMA is how we make sure your package arrives at the right one and is matched to your order.
6.4 Write the RMA number on the outside of the package and include it in the box.
6.5 Do not send anything back without an RMA. An unauthorized return cannot be matched to an order, may be refused by the receiving facility, and may be returned to you or held without a refund being processed.
6.6 Pack the item so it survives the trip. Use the original box where you have it. Use a trackable shipping service, and keep the tracking number. Until the item reaches us, it is at your risk, so a return lost in transit without tracking cannot be refunded.
7. Refund timing and method#
7.1 We inspect returns within 5 business days of receipt.
7.2 We issue the refund within 5 business days of completing the inspection, so within about 10 business days of the package arriving.
7.3 Refunds go back to the original payment method. We cannot refund to a different card, a different account or a different person. If the original payment method is closed, tell us and we will arrange an alternative.
7.4 After we issue a refund, your bank or card issuer decides how quickly it appears on your statement. That is usually 3 to 10 business days and is outside our control.
7.5 If you paid in a currency other than United States dollars, your bank converts the refund at its own rate on the day it processes it. That rate may differ from the rate on the day you paid, so the amount you receive in your local currency may differ slightly. Narbis refunds the exact USD amount paid and does not control conversion.
7.6 We email you when the refund is issued.
8. Exchanges#
8.1 We handle an exchange as a return plus a new order. That keeps the accounting clean and gets your replacement moving sooner.
8.2 Tell us in your return request what you want instead. We issue the RMA, you place the new order or we send you a link for it, and we refund the returned item on receipt and inspection.
8.3 If the exchange is because the item arrived damaged, defective or wrong, we do not ask you to pay twice. We ship the replacement first where stock allows, cover shipping both ways, and cancel the original charge or refund it on receipt of the returned unit.
8.4 An exchange does not restart the 30 day window. The window for the replacement runs from the delivery of the original item, except where the exchange was for a damaged, defective or incorrect item, in which case a fresh 30 days runs from delivery of the replacement. Warranty on a replacement is covered in the Narbis Limited Warranty.
9. Damaged, defective or incorrect on arrival#
9.1 Please check your order when it arrives.
9.2 If an item arrives damaged, dead on arrival, or is not the item you ordered, contact info@narbis.com within 7 days of delivery with your order number and a photo or short video showing the problem.
9.3 In that case:
- Narbis pays return shipping and the shipping on the replacement.
- You get a repair, a replacement or a full refund including the original shipping charge, at your choice.
- We do not require the original packaging.
- Where transit damage is likely, keep the shipping box and packing material until the claim is closed, because the carrier may want to see them.
9.4 If the outer box is visibly crushed or opened when the carrier is in front of you, note it with the carrier if you can, and photograph it before unpacking. This is helpful but it is not a condition of your claim.
9.5 After 7 days, a defect is handled under the Narbis Limited Warranty, which runs for 12 months from delivery. You do not lose your remedy by contacting us late, you simply move to the warranty route.
10. Hygiene, skin contact and sensor accessories#
10.1 Narbis hardware touches the skin, the ears and the face, so some items cannot be resold once used, and this section exists to protect the next customer.
10.2 Returnable after use, subject to the general conditions: the Smart Glasses, Edge, the Narbis ear clip and the sensor kit. Clean them before you send them back, as described in the Narbis Hardware Warnings and Safety Information document, and let them dry fully.
10.3 Not returnable once opened or used: electrode gel and paste, adhesive electrodes and pads, replacement ear tips, replacement nose pads, chest strap electrodes and other single user consumables. If a consumable arrives faulty or unusable, we replace it. That is a defect claim, not a return.
10.4 Third party sensors such as heart rate straps and EEG headbands are covered in the next section.
10.5 We sanitize every returned unit before it is reused or refurbished. A returned unit is never resold as new.
11. Third party sensors and compatible devices#
11.1 Narbis works with third party sensors including the Polar H10, Polar H9, Polar Verity Sense and COOSPO HW807 heart rate sensors, and the Muse 2 and Muse S EEG headbands.
11.2 If you bought a third party sensor from its own manufacturer or from another retailer, return it to them under their return policy. We cannot accept a return for a product we did not sell you.
11.3 If you bought a third party sensor from narbis.shop as part of a Narbis bundle, you may return it to us under this policy along with the rest of the bundle. Any manufacturer warranty on that sensor is provided by its manufacturer, not by Narbis. See the Narbis Limited Warranty.
11.4 A third party sensor is subject to its own manufacturer's minimum age requirement, which may be higher than the Narbis minimum age, and buying it in a Narbis bundle does not override that requirement. See the Narbis Hardware Warnings and Safety Information document before a minor uses one.
11.5 A third party sensor that does not connect is often a firmware, pairing or battery issue rather than a fault. Contact info@narbis.com before returning anything, because we can usually fix it in one message.
12. International returns#
12.1 You may return an item from outside the United States within the same 30 day window, following the same RMA process.
12.2 You pay international return shipping, unless the item arrived damaged, defective or incorrect, in which case Narbis pays.
12.3 You are responsible for the customs consequences of the return in your own country, including any duty, import tax or value added tax you paid on the original import. Narbis cannot refund duties or import taxes you paid to your government, and cannot reclaim them for you. Many countries let an importer reclaim duty on a returned or re-exported good. That claim is made by you to your own customs authority, and we will provide the paperwork you need.
12.4 Mark the package clearly as a returned good using the instructions we send with the RMA. If a returned package arrives with duties or brokerage charges payable by Narbis, we may deduct those charges from your refund. Getting the paperwork right avoids this entirely, so please follow the RMA instructions.
12.5 A package refused or abandoned at customs on the way back to us cannot be refunded until it reaches us.
12.6 Remember that Edge is certified and sold in the United States and Canada only. If Edge has been taken outside those countries, we can still process a return under this policy, but shipping it back may raise import questions in the destination country and any warranty coverage is affected as described in the Narbis Limited Warranty.
12.7 Narbis has accepted no new sales in the European Economic Area, the United Kingdom or Switzerland since 1 October 2026, and returns and refunds continue to be honored under this policy for customers who bought in one of those territories before that date.
13. Returns and subscriptions#
13.1 Returning hardware does not automatically cancel a subscription. They are separate agreements, so please cancel the subscription as well if you no longer want it.
13.2 To cancel a subscription, use the account settings in your Narbis app or dashboard, or email info@narbis.com. Practitioner and Edge Pro accounts may also use info@narbis.com.
13.3 Subscription cancellation takes effect at the end of the current billing period. You keep access until then. Fees already charged for a period that has begun are not refunded unless the Narbis Subscription Terms say otherwise or your local law requires it.
13.4 One time onboarding fees, including Edge Pro onboarding, are not refundable once onboarding has been delivered.
13.5 If you return hardware within 30 days and cancel the associated subscription within the same 30 days, and you have not used the subscription beyond the initial setup, contact us. We will look at the account and refund subscription charges where that is fair.
13.6 The Narbis Subscription Terms govern subscriptions in full and control where this section is less specific.
14. Fraud and abuse#
14.1 We may decline a return, limit future purchases or close an account where returns are repeated in a pattern that suggests abuse, where a returned item is not the item that was sold, or where a claim is knowingly false.
14.2 This section is not used to deny a genuine return, and it does not affect your statutory rights.
15. Questions#
If any part of this is unclear, or your situation does not fit neatly, email us. We would rather sort it out with you than have you guess.
How to reach us
Email: info@narbis.com
Web: narbis.com/contact
One mailbox handles everything. To help us route your message quickly, please begin your subject line with one of these words where it applies: Privacy, Legal, Practitioner, Security or Appeal. We read everything either way.