Returns and warranty

Change-of-mind returns

We do not accept returns of fault-free items if you change your mind. Our sales are to customers in Switzerland for professional use in health, therapy, coaching, research or professional training.

Reporting a fault

Neurofeedback Market is your point of contact in Switzerland for claims, servicing and repairs. We coordinate the return of faulty equipment to the supplier or manufacturer. Claims are handled under the manufacturer warranty.

BrainMaster warranty

Neurofeedback Partner GmbH and BrainMaster Technologies Inc. provide warranty and support for BrainMaster equipment through their Discovery Partner Membership. We register it against the device and in your name when placing the order.

A new BrainMaster device has twelve months of cover plus three months included with the purchase, making fifteen months in total. Accessories, including caps, electrodes and cables, have three months of cover, which cannot be extended. Each membership covers one device; every additional device needs a separate membership.

Support and replacement

The membership includes technical support from Neurofeedback Partner, with BrainMaster involved where needed, and remote diagnosis through TeamViewer. If a device is judged irreparable, BrainMaster may provide a replacement at its discretion. A loan device during repairs is unavailable to customers in Switzerland.

Repair and shipping costs

For damage outside the warranty, such as liquid damage, impact or improper storage, BrainMaster charges a minimum of EUR 100, plus the repair itself. Shipping costs are not covered and are billed at the end of the warranty process.

Software licences

Software licences are registered in your name. The manufacturer remains responsible for defects in the software, which you may raise with them directly. We are responsible for supplying the correct licences registered to you, and for installing and configuring the software on a computer that meets the requirements provided beforehand.