Version 01. Updated on June 06th, 2023

Welcome to the website https://frenzband.com/ - built and owned by  Earable® Vietnam Limited Liability Company (referred to as "Earable®").

By accessing our website, you agree to Earable®’s terms and conditions.

The website reserves the right to change, modify, add, or remove any part of the Terms of Sale at any time. These changes are effective immediately upon being posted on the website without prior notice. If you continue to use the website after the updated Regulations and Terms have been posted, it signifies your acceptance of those changes. Please check regularly to stay updated on any changes we make.

1. Order/Contract

Any information about products posted on https://frenzband.com/ shall not be construed as an offer to enter into a contract by Earable® to customers. The contractual relationship is formed and becomes effective from the moment Earable® sends order confirmation email  to customers. Order confirmation is only valid if the customer has successfully completed the full or partial payment for the entire value of the order (depending on the sales policy in effect at each specific time).

When customers want to cancel an order, please contact us within 24 hours from the time you complete placing your order. Email: frenzcare@earable.ai hoặc Zalo: (+84) 333 775 337. Earable® operates from Monday to Friday, from 8 am to 6 pm ITC.

Upon successful cancellation, a refund will be processed within 30 business days after you receive the cancellation confirmation email from Earable® .

2.  Promotion

 Information about promotional programs, rules, and conditions for each program will be updated on the Website, and the content of the programs may be subject to change without prior notice. Customers are kindly requested to carefully read the information and accept the terms and conditions accompanying the promotional campaign before placing an order. Any complaints will not be accepted if you have agreed to all the regulations and terms prior to placing an order.

Earable® reserves the right to apply limitations in promotional programs, such as restrictions on the maximum quantity of products a customer can purchase in each promotional program, limitations on the purpose of purchasing products (for personal use only, not for commercial purposes or resale purpose), or other specified limitations (if any) detailed in each promotional program

If you receive a discount code from Earable®, don't forget to use it during the checkout process to enjoy the best deals from Earable®. The discount code can be used to place orders directly at https://frenzband.com/ In some other cases, the discount code may also be used when placing orders through Earable®'s stores on other e-commerce platforms.

Each order is only applicable for one (01) discount code. Customers will receive information about the terms and conditions of using the discount code provided.

3.  Price and Payment Methods 

The customer is responsible for the shipping cost, as specified in the Delivery and Shipping Policy.

3.1 Price

• Taxes and duties are excluded in the listed product prices.
• The published listed price of the product includes VAT. Here, VAT is understood to be 10% and may be subject to change based on the new tax policies implemented by the relevant state authorities."
• The shipping costs are borne by the customer as specified in the Delivery and Shipping Policy. It is a separate cost that is independent of any charges imposed by third-party shipping service providers.
• Depending on the destination,  Earable® Neuroscience’s products may be shipped from either the United States or Vietnam. It is important to be aware that your shipment may be subject to import taxes, customs duties, sales taxes, and fees levied by the customs office of your country upon arrival. These charges are not included in the prices and shipping fees displayed during checkout, and it is the responsibility of the customer to pay for them. To avoid any unexpected costs or issues when receiving your products, we recommend that you contact your local customs office beforehand to obtain more information about the import regulations and taxes that apply to your order. 

3.2 Payment Methods:

Order payment transactions are processed through the Shopify payment gateway. Accepted payment methods include:

International payment cards

 E-wallets

• To ensure payment security, customers should note the following instructions: Only make online payments through the window linked from https://frenzband.com/
• Earable® takes full responsibility for the security of customer information used with Onepay payment gateway, as required by law. In any event of customer information leakage, Onepay will handle all responsibilities, including processing, compensation, and payment of related costs in case of litigation. Earable® is responsible for assisting customers through mediation but is not liable for cash or tangible compensation in any form.
• In the event that a customer provides personal information to multiple entities simultaneously, and a situation arises where customer information is leaked without evidence of disclosure from  Earable®,  Earable® is not responsible for such incidents.
• At the moment, cash payment and installment payment options are not available when purchasing products from the website https://frenzband.com/vi. Please continue to monitor the website for the latest updates and information.

4.  Delivery and shipping policy

4.1 Delivery Scope: 

• Please note that when purchasing from this international website, the prices will be calculated in either USD or the currency of the receiving country.
• Earable® provides delivery to all provinces and cities in Vietnam.
• For international shipping outside the territory of Vietnam, please place your order at https://frenzband.com/. Please note that when purchasing from this international website, the prices will be calculated in USD, and the exchange rate will depend on the bank providing the service at the time of the transaction. Customers will need to pay additional customs fees, import taxes, and sales taxes (if applicable) according to the regulations of each country.
• List of Earable® delivery locations: (Denmark, Estonia, Finland, Croatia, Hungary, Iceland, Lituania, Latvia, Malta, Norway, Sweden, Slovakia, Czech Republic, Greece, Liechtenstein, Austria, Spain, Italy, Luxembourg, Netherlands, Portugal, Slovenia, France, Poland, Switzerland, Belgium, Germany, New Zealand, Australia, Cyprus, United Kingdom, Bulgaria, Faroe Islands, Ireland, Monaco, Romania, Saudi Arabia, Hong Kong, Japan Korea (South), Thailand, Singapore, Vietnam, U.S.A, Canada) 
• Depending on the destination, Earable® Neuroscience’s products may be shipped from either the United States or Vietnam. It is important to be aware that your shipment may be subject to import taxes, customs duties, sales taxes, and fees levied by the customs office of your country upon arrival. These charges are not included in the prices and shipping fees displayed during checkout, and it is the responsibility of the customer to pay for them. To avoid any unexpected costs or issues when receiving your products, we recommend that you contact your local customs office beforehand to obtain more information about the import regulations and taxes that apply to your order.

4.2 Delivery time

4.3 Delivery fees 

• Earable® uses standard delivery methods, and customers are responsible for the delivery fees for all orders. If you require Express Delivery service, please contact us.
• The shipping fee depends on the delivery location. The delivery fee will be displayed at the Checkout step.
• Earable® may offer free shipping based on specific time periods and programs. Please carefully read the sales terms and conditions before placing an order.

4.4 Additional Delivery Regulations 

• Customers are requested to provide the most accurate shipping address to ensure successful delivery of their orders.
• Please provide the most accurate shipping address to ensure successful delivery of your order. In the event of unsuccessful delivery due to an incorrect provided shipping address, the shipping costs will not be refunded, and any additional costs incurred will be charged to the customer based on the decision/price of the shipping provider. The payment method for these fees will be determined by the shipping provider.
• In case customers want to change the shipping address, please contact our Customer service team to update the information as soon as possible. If the order has not been handed over to the shipping carrier, Earable® will assist customers in changing the delivery address according to their preferences. In the case where an order has been shipped and is lost or damaged due to an incorrect address provided, Earable will not be responsible for compensation, refund, or cancellation.
• The risk and ownership of the product will be transferred to the customer from the moment the recipient signs the Delivery Receipt from the shipping carrier. Customers are required to keep the Delivery Receipt for reconciliation or to address any potential issues related to the product (if any).

5. Returns and refunds

Returns and refunds are currently not available. Please let Earable® know the reason for your product return so that Earable® can improve service quality and enhance the customer experience. If customers encounter any issues while using the product, please contact Earable® Customer Service Department for further assistance. Warranty service will be provided if your device meets the warranty conditions.

6. Warranty policy

6.1 Warranty period:  

Earable® is responsible for warranties  to product defects resulting from production issues or hardware issues within 1 year from the date of successful delivery to the customer. 

6.2 Warranty conditions: 

Products are eligible for warranty under the following conditions:

• The product is still under warranty.
• The product is purchased directly/ online from Earable® or from an authorized Earable®’s retailer.
• Earable® has the right to request that the customer provide a purchase invoice and the serial number on the product label to establish the warranty conditions.

6.3 Scope of Warranty coverage:

The warranty does not cover consumable parts, materials, or natural wear and tear resulting from normal usage, including but not limited to drawstring cords, product carrying cases, etc. The warranty applies only to the limited hardware components of the FRENZ® Brainband smart band and does not include any software bundled with the product.

6.4 Warranty Methods 

• Replacement: We will provide customers with a replacement product, and the shipping cost for the replacement product will be covered by Earable®. In some cases, we may request customers to return the faulty product to a designated address at their own expense in order to verify the validity of the warranty claim.
• Maintenance and repair of faulty products. 

6.5 Warranty Period for Replacement Products

The replacement product or repaired product will have the same warranty period as the original product.

6.6 Exclusions from Warranty Coverage 

The warranty coverage does not apply to the following:

• Products that have exceeded the designated warranty period.
• Products with altered, blurred, or unrecognizable serial numbers.
• Customers who cannot provide a valid purchase invoice or purchase information when requested.
• Customers who purchase or own the product unlawfully or from an unofficial sales channel.
• Customers who do not follow the instructions provided by Earable® for the proper use of the product or use the product for purposes other than recommended by the manufacturer. This includes, but is not limited to:
• Exposing the product to water, submerging it, or exposing it to high/low humidity or temperatures.
• Allowing animals to bite or damage the product.
• Incorrect use of power source or encountering power surge issues.
• Products that have been disassembled or repaired by unauthorized individuals or entities other than those designated by Earable®.
• Use of FRENZ® Brainband with accessories, products, services, and software applications that have not been approved or provided by Earable®.
• Incorrect use of FRENZ® Brainband contrary to the instructions provided by Earable®.
• Other causes not related to material defects or installation errors.
• Products damaged under force majeure conditions (war, natural disasters, floods, fires, accidents, epidemics, etc.) 

6.7 Warranty Claim Process:

To request a warranty claim, please follow the instructions below:

• Before shipping the FRENZ® Brainband to us, please contact Earable® Customer Care via email at frenzcare@earable.ai or fill out the warranty registration form. Please provide valid evidence of your initial transaction and describe the product's issue. We encourage customers to provide detailed information, including images and videos, to verify the issue and warranty coverage.
• If we determine that the product is eligible for warranty coverage, Earable® Customer Care will provide you with a Return Merchandise Authorization (RMA) number, shipping address, and further instructions. Please note that the RMA number must be included with the shipment.
• Please return the faulty product to the provided address.
• If we determine that the product is not covered under warranty, we may refuse the warranty claim and return the FRENZ® Brainband to you with the shipping cost borne by the customer. In the event that the customer still wishes to send the product for inspection despite it being determined as not covered under warranty, the customer will bear the full shipping cost for the round trip (return and resend). 

7.Privacy and Consent:

• The information that Earable® receives will be used and processed in accordance with Earable®'s Privacy Policy to carry out the described warranty services. This may include collecting your information and product information from service providers, retailers, and distributors of Earable® products. 
• You agree that Earable® and its branches and agents may collect and use the collected information as part of the services related to the product.
• Personal information will be kept confidential and not provided to third parties except as required by law enforcement agencies for investigation purposes. 
• Health-related information will only be used for scientific research purposes and will not be disclosed to any party without the user's permission.

8.  Contact

In case of any inquiries, including but not limited to product/service quality, product delivery, attitude of delivery personnel, product exchanges/returns, customers can send feedback to the following email addresses: frenzcare@earable.ai