Contact an EMOTIV customer service representative as soon as you experience problems
As soon as you suspect that your headset may be faulty, please get in touch with an EMOTIV customer service representative who will be happy to assist you.
Our customer service representative will go through a series of trouble shooting steps to determine if the issue can be resolved. Once our customer service representative has determined your product may be faulty, you will need to complete an RMA form to send your headset back to our RMA department in California where our technical team will undertake further testing to confirm if the headset is faulty.
Complete the RMA form
The EMOTIV customer service representative will provide you with an RMA form for you to complete and return with the complete headset kit.
Securely pack your headset for return
When packaging the headset for return, please ensure that the headset is secure in the foam padding that was included in the box.
You will need to ship the headset back via registered air parcel post or an approved courier service to the specified destination at your expense. If the return is warranty related and we find their claim is correct we will repair or replace the equipment and return it free of charge and we will provide a credit to your account of $15 (North American returns) or $45 (elsewhere) to cover the shipping costs. It's important that you provide a scanned copy of the shipping costs so we can reimburse you for the shipping costs.
Your product will be reviewed by our technical team
Upon receipt of the returned product to our RMA department in California, we will perform a comprehensive set of tests to determine the issue and whether it can be repaired.
Your options if the product is determined to be faulty
Should your headset fall within the refund period and you wish to process a refund, we will be glad to process a refund less a 25% restocking fee and shipping and handling fees (restocking fees are for not reusable hydrator pack and saline solution from returned kit.)
What if your technical staff find nothing wrong with it?
If the claim is not found to be correct we will advise you. You will be required to pay an inspection charge of US$75 plus return shipping costs. It is in your interest and your responsibility to ensure the headset is faulty before returning it.
What if my headset is out of warranty?
Customers returning goods for repair outside the warranty period will be charged $75 plus $50 per hour labor plus parts costs and will be responsible for all freight costs. We will provide a quotation before proceeding with any repair but will charge a minimum $75 fee to assess the required repairs.