Refund policy

Effective date: March 2026

60-Day Money-Back Guarantee

We want you to experience the Demurae Pro for yourself. Think of this as a 60-day money-back guarantee -- if it is not right for you, send it back. No hassle. No store credit. Your money back.

You have 60 days from the date of delivery to request a return on your Demurae Pro device. "Date of delivery" means the date the carrier confirms delivery to your address. That means 60 days of actual use, not 60 days from when you ordered.

We accept returns on opened and used devices. The whole point is that you try it.

What Is Refundable

  • Demurae Pro device: Fully refundable within the 60-day guarantee window. The device must be a genuine Demurae Pro, in working condition, and returned with its original packaging and all included accessories.
  • Returns without original packaging: Devices returned without original packaging may be accepted at our discretion and may be subject to a restocking fee of up to 15%.
  • Conductive gel and consumable accessories: Non-refundable once opened. Unopened consumables may be returned for a full refund.

There is no restocking fee for returns that include the original packaging. You will receive a full refund to your original payment method. If your order included a shipping charge, the original shipping cost is non-refundable.

Demurae reserves the right to limit or refuse returns for customers who abuse the guarantee policy.

How to Start a Return

  1. Email us at contact@demurae.com with your order number and reason for the return.
  2. We will confirm your eligibility and provide return shipping instructions.
  3. Ship the device back in its original packaging. Customer is responsible for return shipping costs for standard returns.
  4. Once we receive and inspect the returned device, we will process your refund.

Refund Processing

  • Refunds are processed within 5-7 business days after we receive and inspect the returned item.
  • The refund will be issued to your original payment method. Depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear on your statement.
  • You will receive an email confirmation once your refund has been processed.

Damaged or Defective Products

  • Damaged in transit: If your Demurae Pro arrives visibly damaged, contact us at contact@demurae.com within 7 days of delivery with photos of the damage and packaging. We will arrange a replacement or full refund at no cost to you, including return shipping.
  • Manufacturing defects: If your device develops a manufacturing defect within the 60-day guarantee window, contact us at contact@demurae.com with a description of the issue and photos or video if possible. Demurae pays return shipping for confirmed defects, and we will provide a replacement or full refund.

Exchanges

We do not offer direct exchanges at this time. If you would like a different item, please initiate a return and place a new order.

Late or Missing Refunds

If you have not received your refund after the processing window:

  1. Check your bank account or credit card statement again.
  2. Contact your bank or credit card company -- there is often a processing delay on their end.
  3. If you have done both and still have not received your refund, email us at contact@demurae.com and we will look into it.

For shipping-related questions, see our Shipping Policy. For any other questions about returns or refunds, contact us at contact@demurae.com.