Return Policy
Terms for Physical Products
⚠️ PLEASE NOTE:
DO NOT RETURN ITEMS TO THE ADDRESS ON THE PACKAGING:
Items sent to the address on the packaging are often lost and cannot be refunded. Contact us first at [email protected] before sending any returns as our team will provide you with the correct instructions. Return shipping costs are the responsibility of the customer.
PLACING YOUR ORDER:
Once your order is placed, it quickly moves into our automated pick-and-pack process. This means cancellations are usually not possible, as most orders are processed right away. See our shipping timeframes here.
✅ Refunds: Only issued for wrong, damaged, or defective items.
✅ Replacements: Offered if the item is lost in transit or damaged and you prefer a replacement instead of a refund.
❌ Exchanges for change of mind or ordering errors are not accepted.
❌ No refunds or replacements for buyer’s remorse or unmet expectations.
I received a wrong/damaged/defective product, what should I do?
We’re so sorry if the product you ordered arrived damaged or defective. To help us resolve your issue quickly, please email us at [email protected] within 7 days time of receiving your order with the details listed below:
- Photos (better yet video evidence) of the wrong/damaged/defective product showing the defects or damage clearly is required.
- Please take photos or video showing the product in full, laid flat on a flat surface
- Your order number
- Full name and address
- Any other details you may have about your order
In most cases, we do not require you to return the product (we do not offer return labels). If the item is damaged, defective or you got the wrong product, photo or video evidence clearly showing the defects and the full product will suffice for a claim.
Should you choose to return the product, the shipping costs will be the customer's responsibility (we recommend you simply keep it, dispose or donate it). Please contact us first so we can find the best resolution and potentially save you on return shipping costs.
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at [email protected], within 7 days after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund.
I purchased the wrong size, what can I do?
For clothing or items that are size related, if you’re unsure which size would fit better, check out our sizing charts—we have one for relevant items listed on our store, in the product description section. If you are unsure, please contact us before making your purchase.
Terms for Digital Products and Programs
i4 Neuroleader™ Certifications & Assessment:
There is a 7 day refund policy from the moment you purchase our programs and assessment, and only applicable if the digital content has not been accessed. Before accessing our online programs for the first time, you will be asked to sign an agreement. By selecting ‘continue’ you are forfeiting the possibility of receiving a refund within the 7 day period, since the program will be fully accessible in your account. Refunds are not available for payment plans. If you have started your assessment, you also forfeit the possibility of receiving a refund within the 7 day period.
In-House Programs & Keynote Engagements:
If a workshop, program or keynote is postponed by the client, a written request must be made at least 15 days prior to the delivery date. The session will then be rescheduled at no extra charge, subject to our availability. If canceled within 15 days of the delivery date, a re-booking fee of 50% of the total value of the session will apply. We reserve the right to cancel or postpone services at anytime. In this case, a new date will be agreed with the client.
Coaching, Debriefs & On-Boarding Sessions:
If there was a no-show or the session got canceled by you within 48 hours of the starting time, a fee of US$150 applies to book a new session. If there were any delays in commencing the session, it is your responsibility to advise your debriefer via email before the session starts. If you were late to the session, the debrief would be automatically canceled after 15 minutes of the starting time. A new session would then have to be rescheduled. If the cancellation occurred prior to the 48 hours from the starting time, there would be no additional cost for re-scheduling. This cancellation should be made via email directly with the debriefer, prior to the 48 hours. The debriefer reserves the right to postpone the session. In this case, the session would be rescheduled at a time that is convenient for both parties without any additional charge.
Live online or face-to-face events, workshops, programs and summits:
Registrations are non-refundable. If you are unable to attend, the enrollment can be transferred to someone else or the credit can be used towards any future programs and/or products offered and listed on the About my Brain Institute website. Please note that tickets cannot be resold for commercial gain. We reserve the right to cancel or change event dates, time, line up & venue. Only in this case, refunds will be considered if the About my Brain Institute does not offer an alternate event date suitable to you.