If you're in the process of returning your Nurosym device and need guidance on ensuring a seamless refund, this article walks you through the required steps and provides an overview of the process.

To begin, confirm that you are within the 30-day trial period from the date you receive your device. Then submit the return form provided by the Nurosym Care Team. After submitting the form, you will be routed to our Return Helper tool where you need to login using your Order ID and email address associated with the order.

After logging in to the Return Helper tool, select the item you’d like to return and indicate the quantity if the order includes multiple devices. Choose “Return” as the return reason and “Refund” as the resolution method. Then, confirm your shipping information and purchase a return label by selecting your preferred courier from the available options provided in the tool.

After purchasing your shipping label, it will be sent to your email address. Depending on your preference and the courier’s requirements, you may either print the label or present it digitally by scanning it when dropping off or shipping the package.

Once the package has been shipped, we will track its delivery to our warehouse. After the item has been received, inspected, and confirmed to be in good condition, your refund will be processed accordingly.

Upon completing the inspection of your returned package, we will initiate the refund process. You can expect:

How do I log into the Return Helper tool? After completing the return form, log into the tool using the email address associated with your order and your Order ID. Please make sure to include the "#" sign at the very beginning of your Order ID.

What if I am returning multiple devices? When you are selecting the items to return in the tool, ensure you select the correct quantity of devices you are sending back.

How do I get my return shipping label? You will be able to select and purchase your preferred return label directly through the tool. The label will then be sent to your email for you to print. Depending on the courier you choose, you might also be given an option for a QR code.
If you do not receive your return label within a few minutes of purchasing, please check your Spam, Promotions, Junk, or Trash folders. If you are still unable to locate the return label, please contact our support team for assistance.

What happens after I drop off my package? Once you drop the package at the post office, it will be closely monitored until it is delivered. Once it arrives, our warehouse will inspect the package and its contents.

When will I receive my refund? As soon as the warehouse completes its inspection and confirms the contents of your return, your refund will be processed. Once processed, the refund is typically received in 5-7 business days.
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​Why do I have to pay for the return shipping label? As outlined in our return policy, customers are responsible for the cost of return shipping. Return postage fees are not included in the refundable amount and will not be reimbursed as part of the refund.

Once your returned item is received and inspected, any eligible refund will be processed according to our refund policy.

For any Return Helper issues or error messages, please reach out to our support team.

​Note: Return Helper is not currently available in all countries. Our team will be happy to guide you through the best available option for initiating your return.

Following these steps ensures a hassle-free return and refund process.