Return Policy & Handling
Please carefully read Tobii Dynavox’s return policy summarized here and fully set out in our Terms and Conditions. Please remember that you have agreed to this when you have purchased our product.
Note: This return policy only applies to Tobii Dynavox products purchased through Tobii AB or Tobii Dynavox Ltd (hereinafter referred to as Tobii Dynavox). Please direct any claims for purchases made via e.g. one of our resellers directly to them.
Return within 30 days ("30 Day Money Back Guarantee")
You - as our Customer - have the right to withdraw from the purchase within 30 days from the date your order was dispatched from Tobii. Please be aware, that we will accept returns that meet the specific return criteria listed below. In this case, Tobii Dynavox will provide a pre-paid shipping label for the return. However, we reserve the right to deny any return if it fails to meet these criteria.
However, if you are having issues with a product, there may be other options before you return it:
- Visit our website and check out our webinar tutorials, troubleshooting guides or popular topics.
- Contact our Customer Support team
If you still want to return the product, please read and follow these return instructions carefully:
- Start with requesting a Return Authorization from us
A written statement for the reason of the return is required to process the return or complaint. Prior to sending any product to Tobii Dynavox, please fill in the form on the top of this page.
- Receive your Return Material Authorization (RMA)
Our Customer Support will send you the RMA (Return Material Authorization) documents with a pre-paid shipping label. The email is sent manually by our Customer Support team so you will only receive it during office hours.
To provide any potential refund, you are requested to follow the instructions in the Return Material Authorization (RMA) provided by Customer Support. Not following the instructions might lead to your package being misplaced or lost or additional charges that are not covered by Tobii Dynavox.
Note: Obtaining an RMA number does not mean that the complaint or return is approved. Products returned without an RMA number will not be serviced but may be returned to you at your expense
- Pack the box carefully and secure before closing the box
Merchandise returned must be in the original, new condition and accompanied by all original accessories, documentation and packaging (this also applies for exchanges).
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 restocking fee for any returns not meeting the above requirements.
- Shipping costs for returns, exchanges and complaints
We will stand for the return shipping costs (except for any costs above postage), if you do the return in the way specified in this return policy. Additional fees may apply and are to be paid by you.
- You are responsible for the dispatch and handling
You must ship all returns, exchanges and complaints by using the shipping label provided to you by Customer Support. Place the shipping label prominently on the outside of the package. It is your responsibility to hand over the parcel directly to the courier (DHL).
Note: If the return shipping is not processed by using our return shipping label and the courier chosen by us, or if any document or information is missing, Tobii Dynavox will not collect the product. Freight collect packages will not be accepted. If you fail to follow these return instructions or fail to fulfill 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..
For your own reference, please note the tracking number on the shipping label provided by us before sending the return. You will be able to track your parcel on the shipping company’s website.
- Refund or exchange for returns
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 a potential exchange.
The order will be refunded within 30 days from the day when the return shipment arrived at Tobii Dynavox. To provide any potential refund, you are requested to follow this return policy. We only accept returns handled in our specified way. At Tobii Dynavox’s discretion, credit for partial returns may be less than invoice or individual component prices due to bundled or promotional pricing.
Note: 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 natural 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.