Politique de retour et de remboursement

1. Return Window

You may return eligible items purchased from acutena.com within 30 days of delivery for a refund. Both defective and non-defective returns are accepted within this window, subject to the conditions below. Requests received more than 30 days after delivery are not eligible for return but may still qualify for warranty service (see Section 7).

2. Item Condition for Returns

To qualify for a refund, returned items must be:

• Unused and in their original condition
• In the original packaging
• Accompanied by all included accessories, cables, pods, manuals, and documentation
• Free from damage caused by misuse, unauthorized modification, or improper handling

3. How to Initiate a Return (RMA Process)

All returns require a Return Merchandise Authorization (RMA) number before shipping. To request one:

1. Email [email protected] with your order number and the reason for return.
2. Our team will respond with an RMA number and detailed return instructions, typically within 1–2 business days.
3. Pack the item securely with the RMA number clearly marked on the outside of the box.
4. Ship the item back using a trackable, insured carrier.

Items shipped back without an RMA number may be refused or delayed.

4. Return Shipping Costs

For items that arrive defective, damaged in transit, or were shipped in error, Acute North America covers return shipping — we will provide a prepaid return label with your RMA.

For non-defective returns (change of mind, no longer needed, ordered the wrong product, etc.), the customer is responsible for return shipping costs. We recommend a tracked and insured shipping service, as we cannot issue refunds for items lost or damaged in return transit.

5. Restocking Fee

A 15% restocking fee applies to non-defective returns to cover re-inspection, repackaging, and relisting. This fee is waived when the item was defective, damaged in transit, or shipped in error.

6. Refund Processing

Once we receive and inspect your return, refunds are processed within 5–10 business days. Refunds are issued to the original payment method used at purchase.

Depending on your bank or card issuer, it may take an additional 2–5 business days for the refund to appear on your statement after we process it.

7. Warranty Coverage

Acute North America offers a 365-day limited warranty covering defects in materials and workmanship under normal use conditions. This warranty applies only to items purchased through acutena.com and is valid from the date of original purchase.

Warranty claims are handled directly by Acute North America. To start a claim, contact us at [email protected] with proof of purchase and a description of the issue. The warranty does not cover damage resulting from misuse, unauthorized modifications, or normal wear and tear. If you are unsure whether your situation qualifies, please reach out and we will do our best to assist you.

8. Non-Returnable Items

The following items are not eligible for return:

• Custom or special-order configurations built specifically for one customer
• Items damaged by misuse, unauthorized modification, or improper handling

If you are unsure whether your situation qualifies, please contact us — we will do our best to find a fair resolution.

9. Contact Us

To initiate a return, warranty claim, or ask any other questions about this policy: