Return Policy

Below you will find Tobii Dynavox's Return Policies. Please read the instructions attentively. We only accept returns that correspond these Return Policies.

Return within 30 days ("30 Day Money Back Guarantee")

Customers wishing to return merchandise for credit, exchange, and/or refund must inform Tobii Dynavox Customer Support within 30 days from the date of shipment. In this case, Tobii Dynavox will provide a shipping label for the return/exchange (free return).

NOTE: To provide any potential refund, you are requested to follow the Step-by-Step Return Instructions (available here). We only accept returns of products purchased directly from Tobii Dynavox and do not handle returns from purchases made from our resellers. We only accept returns handled in our specified way. Not following the instructions might lead to additional freight, postal and customs charges which will be the responsibility of the customer. 

Always contact our Customer Support before returning or exchanging a product or before making a complaint

No matter if you want to return or exchange a product or make a complaint: Before sending any product to Tobii Dynavox, please always fill in the required Return Form first (please ask our Customer Support).

After receiving your Return Form, we will send you an email containing a Return Material Authorization (RA) Number and a UPS shipping label. 

To provide any potential refund, you are requested to follow the instructions in the Return Authorization (RA) provided by the Customer Support. Not following the instructions might lead to additional freight, postal and customs charges which will be the responsibility of the customer.

Please print out the shipping label you will receive in the same email. If you do not have a printer, please ask a friend or use a public printer. Note: The email is sent manually by our Customer Service, which means only during office hours and not on Swedish Public Holidays. 

The device must be in new condition and complete

Merchandise returned must be in the original, new condition and accompanied by all original packaging, documentation, and accessories (this also applies to exchanges). Even complaints must be accompanied by all original packaging, documentation, and accessories. 

Returns after 30 days, or without complete packaging, will be accepted only for exchange of defective product under the terms of our Tobii Dynavox Device Warranty. Tobii Dynavox reserves the right to refuse merchandise or to impose a 15% restocking fee for any returns not meeting the above requirements.

You are responsible for the dispatch and handling

You are requested to return the product to us in its original or equivalent packaging.

You have to ship all returns, exchanges, and complaints with UPS by using the shipping label provided by the Tobii Dynavox Customer Service together with your Return Authorization (RA) as described above. The Shipping label and the Return Authorization (RA) number must be prominently displayed on the outside of the package. 

You are responsible for handing out the package to UPS. Either at a UPS station or book a home pick-up with UPS. If you book a home pick-up, the courier will attempt collection on the scheduled day.  

Once your parcel is shipped, UPS will provide you a tracking number so that you can follow it on its way back to Tobii Dynavox.

Shipping for returns, exchanges, and complaints

We will stand for the return shipping costs (except for customs costs and any other costs above postage) if you do the return in the way specified in this return policy. Additional fees may apply. Freight collect packages will not be accepted. 

If the return shipping is not processed using our return shipping label and the shipping company chosen by us, or if any document or information is missing, Tobii Dynavox will not collect the product.

If you fail to follow the Step-by-Step Return Instructions (available here) or fail to fulfill our Return Policies (available here) or other policies provided by Tobii Dynavox, Tobii Dynavox is not responsible for items that are lost, damaged, modified or otherwise processed for disposal or resale.

Refund or exchange for returns

You can check if we already have received your item, by using the tracking number named above and tracking it on the UPS website. As soon as we have received your consignment, you will hear from us within 10 working days via email or phone. We will inform you about your potential refund or, if you choose to exchange your product, about any exchange.

Note: At Tobii Dynavox’s discretion, credit for partial returns may be less than invoice or individual component prices due to bundled or promotional pricing.

Complaints for defect products

Tobii Dynavox is only responsible for original defects and requires that a complaint is made by filling in the Return Form (please ask our Customer Support for more information) immediately after you discovered or should have discovered the defect and in any event not later than 10 days from the delivery. A complaint must be made by filling in the Return Form to get a Return Authorization (RA) number and a shipping label, which must be prominently displayed on the outside of the package (please follow our Step-by-Step Return Instructions).

Note: That obtaining a RA number does not mean that the complaint is approved. Products returned without a RA number will not be serviced. The product must then be returned to Tobii Dynavox by using the shipping label provided by Tobii Dynavox as named above and with the original receipt and original packaging, documentation and any accessories and together with a detailed description of the defect. 

When Tobii Dynavox has received the returned product, and provided that the complaint has been approved, Tobii Dynavox will, at its discretion, repair, replace or refund you what you have paid Tobii Dynavox for the product (including original shipping costs excluding express delivery).

Please note that Tobii Dynavox will not reimburse you for any tax, import duty and/or other official charges associated with importing the product. Certain countries permit refunds of customs duties paid on products you subsequently return. Please contact your local authority for further information. If you are a Consumer (a person who places an order for purposes which are outside your trade, business, craft or profession), please be informed that it is our responsibility to provide you with a product that meets your Consumer rights and the above is in addition to and will not limit any rights you may have under applicable mandatory law.  

Tobii Dynavox LLC and Tobii Dynavox Ltd. are Tobii AB subsidiaries.

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