Refund policy

1. Scope of Application

This Policy applies to sleep-aid hardware products, standard accessories, replacement parts, and related after-sales services sold by Braintrace Technology Limited ("we," "us," or "Braintrace") through [tranoosleep.com], its related pages, and other official channels.

If a specific product page, promotional page, pre-sale page, clearance page, or custom-order page contains a special statement regarding return or exchange conditions, that special statement shall prevail, unless applicable law provides otherwise on a mandatory basis.

2. Quick Rules at a Glance

 

3. Circumstances in Which Returns or Exchanges Are Supported

3.1 Non-Quality-Related Returns

• If you submit a return request within [30] calendar days after receiving the product, and the product remains unused, not activated or paired, undamaged, and suitable for resale, we generally support the return.

• The outer packaging, labels, seals, manuals, charging cable, standard accessories, gifts, invoice (if any), and any other accompanying materials shall be returned together in intact condition.

• If the product page clearly states that the product is pre-sale customization, limited clearance, a special promotion item, a hygiene-sensitive item, or otherwise a product for which no-reason returns do not apply under law, the special statement on that page shall govern.

3.2 Returns or Exchanges for Quality Issues

• If, after receiving the product, you find that it has a manufacturing defect, functional failure, serious inconsistency with the description, incorrect shipment, missing item, shipping damage, or any other circumstance for which we are liable under applicable law, you may request a return, exchange, or other reasonable remedy within [30] calendar days after receipt.

• For quality disputes, we may require you to provide the order number, product photos, videos, a fault description, the device serial number, and other necessary verification information. Where necessary, we may require the item to be returned first for inspection.

• Once verified as a product quality issue, we will provide a refund, exchange, re-shipment, repair, or other reasonable remedy in accordance with applicable law and this Policy.

3.3 Incorrect Shipment, Missing Item, and Shipping Damage

• If the model, specification, color, or quantity of the product you receive does not match your order, or if the product is visibly damaged in transit, please contact us within [7] business days after receipt and provide photos of the outer packaging and the product.

• After confirming that the issue is an incorrect shipment, missing item, or shipping damage, we will arrange re-shipment, exchange, return and refund, or coordination with the carrier, depending on the actual circumstances.

4. Circumstances in Which Returns or Exchanges Are Generally Not Supported

• The application is made after the time limit specified in this Policy and does not involve a quality issue, a statutory return right, or a special circumstance approved by us in writing.

• The product has been actually used or worn, activated or paired, had exclusive content downloaded, had personal usage data written into it, or shows wear, scratches, dirt, missing parts, or any other condition that affects resale.

• Electrode pads that come into direct contact with the skin, one-time consumables, personal hygiene accessories, sealed-pack consumables, or similar goods have been opened.

• The problem is caused by improper use, dropping, water ingress, unauthorized disassembly or repair, unauthorized modification, use beyond the scope described in the manual, abnormal external power supply, or other causes unrelated to the product's own quality.

• The product page or campaign page has clearly indicated that no-reason returns are not supported, or the product is a special category that is not eligible for no-reason returns under law.

• Additional costs or losses are caused by incorrect delivery information provided by you, absence of a recipient, refusal to cooperate with customs clearance, refusal to accept the shipment without justified reason, or similar circumstances.

Special Notes for Sleep-Assistance Products

• If the product is a wearable sleep-assistance device, EEG monitoring accessory, replacement electrode, or any other accessory that comes into direct contact with the body, no-reason returns are generally not supported once opened due to hygiene, safety, and resale-compliance considerations.

• If you claim that the product has a quality issue, please try to keep the unboxing video, the first power-on video, the error screen, the device number, and photos of the packaging, so that verification can be completed more quickly.

5. Return or Exchange Application Process

1. Submit your request: Within the applicable period, please submit your request through [customer service email], [online customer service entry], or [after-sales ticket link], and provide the order number, purchase email, product name, issue description, and photo or video materials.

2. Preliminary review: We will complete the preliminary review within [2-5] business days after receiving your request and will tell you whether supplementary materials are needed, whether the product needs to be returned for inspection, and what the next handling path will be.

3. Return shipment: If the product needs to be returned, please follow the return address, RMA number, or return instructions provided by us. Returning the product without confirmation may prevent timely identification and may affect handling.

4. Inspection and confirmation: After receiving the returned product, we will complete the inspection or review within [5-10] business days. Complex disputes or holidays may result in an appropriate extension.

5. Refund or exchange fulfillment: After approval, we will arrange a refund, exchange, re-shipment, or other remedy in accordance with this Policy, the order terms, and applicable law.

6. Refund Rules

• Refunds are generally returned to your original payment account via the original payment route. For payments made by credit or debit card, the refund will be submitted to the card-issuing institution within 7 working days after approval; for other payment methods, the refund will be completed within 30 days after approval. The actual arrival time depends on the processing cycle of the payment institution, bank, or card network.Where mandatory applicable law prescribes refund period, we will comply with such mandatory requirements.

• If the returned product has been damaged, is missing parts, is stained, or has obviously depreciated due to reasons attributable to the user, we may deduct a corresponding amount from the refund to the extent permitted by law, or reject the return request.

• Coupons, discount codes, threshold-based discounts, gifts, or shipping-fee reductions used in the original order may be reversed, recalculated, or deducted in accordance with the applicable campaign rules when the refund is processed.

• If the order includes multiple items, the refund amount will be calculated based on the actual scope of products returned and approved.

7. Shipping Fees and Cost Allocation

 

8. Order Cancellation and Refusal of Delivery

• Before an order is shipped, you may apply to cancel the order according to the process on the relevant page. If payment has already been collected, we will refund it through the original route after review.

• After an order has been shipped, if you refuse delivery without justified reason, we may reasonably deduct the costs arising from return transportation, storage, customs clearance, taxes, channel handling fees, and similar charges from the refund.

• For orders involving abnormal transactions, fraud risk, bulk stockpiling, resale, payment risk control, or violations of platform rules, we may, to the extent permitted by applicable law, refuse the transaction, cancel the order, or delay performance.

9. Statutory Rights

Nothing in this Policy is intended to limit or exclude any rights you may have under applicable mandatory consumer protection laws. To the extent any provision of this Policy conflicts with mandatory laws in your jurisdiction, such mandatory laws shall prevail.