Returns, Refunds and Warranty Policy
Informative translation. The Spanish version is the reference version of this policy. View the Spanish version
This policy applies to online purchases made directly with Numa for delivery in Paraguay.
1. Right of withdrawal
You may request cancellation of the purchase by withdrawal within 7 business days after receiving the product.
The request can be made simply and electronically through:
Numa will record the request, confirm its receipt by email stating the date and time at which it was received, and provide the instructions needed for the return.
For this procedure:
- the product must be returned undamaged and under the conditions required by the applicable legislation for exercising the right of withdrawal;
- the refund will be in full when the applicable conditions are met;
- the cost of return shipping for a withdrawal is the customer's responsibility, without prejudice to what the applicable legislation provides.
2. Incorrect, damaged or problem product
Cases of:
- incorrect product;
- item damaged in transit;
- manufacturing defect;
- malfunction;
- absence of an item that should accompany the product;
are not considered a simple withdrawal.
In these situations, contact Numa for evaluation and guidance on the applicable procedure. The cost of the return logistics needed for the service is borne by Numa (see section 9).
3. Numa commercial warranty
Numa offers a 12-month commercial warranty from delivery of the product, without prejudice to the rights and guarantees provided by the applicable legislation, for:
- Pulsetto Lite;
- Pulsetto FIT;
- NeuroVIZR NV Lite;
- NeuroVIZR The Original.
Numa is the warrantor towards the consumer. With each sale, Numa will deliver an individual warranty certificate that identifies the product and, where applicable, its serial number, the order, the purchase and delivery dates, Numa's details, the coverage, the exclusions and the service channel. The certificate does not reduce the consumer's legal rights.
The warranty covers manufacturing defects, materials or operation under normal conditions of use and in accordance with the instructions applicable to the product.
The warranty is not intended to cover, unless the law requires otherwise:
- normal wear;
- misuse;
- accidents;
- physical damage caused by the user;
- improper storage;
- use contrary to the instructions and warnings;
- unauthorized modifications;
- repairs carried out by unauthorized third parties.
4. Shipping in the case of a valid warranty
When Numa confirms that the request corresponds to a valid warranty for a covered defect, Numa will bear the cost of the reverse logistics needed for the service.
This rule does not apply automatically to:
- withdrawal;
- accidental damage;
- misuse;
- requests outside the warranty period;
- situations not covered.
5. How to request the warranty
Contact:
We may request information reasonably necessary for the analysis, such as:
- order number;
- product/model;
- serial number, where applicable;
- description of the problem;
- photos or videos;
- proof of purchase or warranty certificate.
Numa is the first point of contact and coordinates the evaluation and the next step applicable to the case.
6. Resolution of the case
Depending on the nature of the problem, the technical evaluation and the applicable rules, the service may include:
- technical guidance;
- repair;
- replacement;
- refund;
- another legally applicable solution.
A specific type of solution is not guaranteed in advance for all cases.
7. Refunds
Where a refund is due, Numa will process the return of the amount through the operationally available means compatible with the original transaction, without prejudice to the specific rule for the impossibility of fulfilling the order set out below.
Numa will inform you by email of the date on which it processed the refund, so that the deadline can be verified.
Before dispatch
Numa will make the refund no later than the next business day after receiving the request, counted from the date and time of receipt confirmed by Numa, where the amount is due to be returned.
After dispatch
Where the product must be returned, Numa will make the refund no later than the next business day after receiving it, counted from the date of receipt of the returned product confirmed by Numa by email.
Impossibility of fulfilling the order
If Numa cannot fulfil an order that has already been confirmed, it will inform the customer and, where an amount has been paid that must be restored, will make the refund no later than the next business day after that communication, without requiring an additional request from the customer. The refund will be made through the same payment method used in the transaction.
Crediting of the refund
The deadlines above refer to the execution of the refund by Numa. The moment at which the amount appears in the customer's account or card will depend on the corresponding financial provider, without prejudice to the mandatory rights of the consumer.
8. Legal rights
This commercial policy does not limit or replace the mandatory rights provided by the applicable consumer protection legislation.
9. Return costs by reason
| Reason | Cost of return logistics |
|---|---|
| Withdrawal (within 7 business days) | Customer, without prejudice to the applicable legislation |
| Incorrect or incomplete product, or damaged in transit | Numa |
| Manufacturing defect or malfunction | Numa |
| Valid warranty for a covered defect | Numa |
| Accidental damage, misuse, outside the warranty period or situation not covered | Customer, unless the law requires otherwise |
10. Invoice and credit note
Where a purchase is refunded in whole or in part, Numa will issue the corresponding electronic credit note through the DNIT's e-Kuatia’i system, where applicable, and make it available to the customer. The invoice for the purchase is issued in accordance with the Terms of Sale.